SAP CRM interview questions
Q 1. What is the typical landscape for a CRM project? What is the
maximum
number of landscapes that you have worked on in a project.
A. CRM landscape typically has a minimum of three environments.
Development
Test (Quality Assurance)
Production
Though in a number of cases, there is also the Sandbox Environment, Training
Environment and a pre-Production environment all set up as separate physical boxes.
Q 2. What is the difference between technical consultant and functional consultant
with respect to their roles and responsibilities?
A. A functional consultant is typically responsible for running workshops, interviewing
clients to get requirements, mapping these on to the Software, deciding the best way to
customize the solution to meet these requirement keeping the client's future plans in mind.
A technical consultant is typically responsible for suggesting suitable technical solutions for
gaps, setting up the system infrastructure, doing the developments, testing them, ensuring
that performance is not affected etc.
In the CRM world in particular, the role between the technical & functional consultants is
blurring with there being a large overlap.
Q 3. Explain the general ways of how a CRM can be enhanced?
A. There are several ways to enhance the CRM system. Some of them are:
- Transaction Launcher
You can add external applications to the CRM WebClient User Interface using the
transaction launcher and SAP ITS (Internet Transaction Server). These could be for
example,
- Web sites of your choice
- Transactions in an ERP system
- Administration transactions in the CRM system
- BSP Components Workbench
This is at a technical level and typical changes carried out are e.g. Adding a completely
new View.
It assist with the Component Enhancements.
- UI Configuration Tool
Allows to make changes such as:
Adding or removing fields
Changing field labels
Adding Headers
Making fields mandatory
Displaying assignment blocks (direct, lazy)
Customer specific changes to the UI must be performed using a Role Configuration Key
- Easy Enhancement Workbench
Easy Enhancement Workbench (EEWB) is a development tool that does not require
technical knowledge to be used.
It automatically creates transportable ABAP objects, updates events and implements
BADIs.
number of landscapes that you have worked on in a project.
A. CRM landscape typically has a minimum of three environments.
Development
Test (Quality Assurance)
Production
Though in a number of cases, there is also the Sandbox Environment, Training
Environment and a pre-Production environment all set up as separate physical boxes.
Q 2. What is the difference between technical consultant and functional consultant
with respect to their roles and responsibilities?
A. A functional consultant is typically responsible for running workshops, interviewing
clients to get requirements, mapping these on to the Software, deciding the best way to
customize the solution to meet these requirement keeping the client's future plans in mind.
A technical consultant is typically responsible for suggesting suitable technical solutions for
gaps, setting up the system infrastructure, doing the developments, testing them, ensuring
that performance is not affected etc.
In the CRM world in particular, the role between the technical & functional consultants is
blurring with there being a large overlap.
Q 3. Explain the general ways of how a CRM can be enhanced?
A. There are several ways to enhance the CRM system. Some of them are:
- Transaction Launcher
You can add external applications to the CRM WebClient User Interface using the
transaction launcher and SAP ITS (Internet Transaction Server). These could be for
example,
- Web sites of your choice
- Transactions in an ERP system
- Administration transactions in the CRM system
- BSP Components Workbench
This is at a technical level and typical changes carried out are e.g. Adding a completely
new View.
It assist with the Component Enhancements.
- UI Configuration Tool
Allows to make changes such as:
Adding or removing fields
Changing field labels
Adding Headers
Making fields mandatory
Displaying assignment blocks (direct, lazy)
Customer specific changes to the UI must be performed using a Role Configuration Key
- Easy Enhancement Workbench
Easy Enhancement Workbench (EEWB) is a development tool that does not require
technical knowledge to be used.
It automatically creates transportable ABAP objects, updates events and implements
BADIs.
INTERVIEW
QUESTIONS:
1) What is partner function? How will you do determination? Why we use?
2) What are the sources for partner functions?
3) What is the procedure to do text determination? Tell the process?
4) How many methods/profiles in Org determination? Can you do org det at
item level?
5) What as Action? Why we use? What are the conditions we have? What type
of actions you have used, for which scenario explain?
6) Tell me some transaction types? How many Levels are there in
transactions?
7) What is activity? Types, customizing settings? How will you change the
reasons according to the status?
8) Campaign mgtwt you know? Wt are the settings will you do?
9) How will you execute campaign? Where you have used campaign explain?
10) Where will you enter responsible partners in web UI? Wt settings will
you do?
11) Can you run campaign without products? What are all necessary to run
campaign? What settings will you do to send mail from your system?
12) How will you create Activity when you trigger e-mail campaign?
13) Where all you can create target groups?
14) What you know about Product proposal, why we use it? Where we use it?
15) What is the customizing for top n products?
16) How will you determine ranking values?
17) What are mail forms? How will you do in WEB UI?
18) Tell me what you know about Web UI customizing? How can we edit labels?
19) How can you create your business Role?
20) What is call list, do you have any idea?
21) What are the Business Roles available/you know?
22) What you know about IC?
23) What is Lead? What you know about it?
=====
24) What are the customizing settings for lead?
25) What are the customizing settings for Campaign?
26) How to make a campaign template/Marketing Plan Template?
27) How can you customize assignment block?
28) Can you delete an Assignment Block of a campaign? What are the
customization steps?
29) What is ASAP methodology?
30) What is your system landscape?
31) What is a BP field grouping? Why is it used?
32) Which BP role would the BP’s created form ELM come under?
33) Difference b/w BP Role and Partner Function?
34) What are the setting required for Service Order?
35) What is your service life-cycle?
36) What is Blue Print Phase? What does the document consist of?
37) What are actions? Why did you use them in your project?
38) What is email processing?
39) What is workflow?
SAP Business
Workflow can be used to define business processes that
are not yet mapped in the R/3 System. These may be simple release or approval
procedures, or more complex business processes such as creating a material
master and the associated coordination of the departments involved. SAP Business
Workflow is particularly suitable for situations in which work processes have
to be run through repeatedly, or situations in which the business process
requires the involvement of a large number of agents in a specific sequence.
You can also use SAP Business Workflow to respond to
errors and exceptions in other, existing business processes. You can start a
workflow when predefined events occur, for example an event can be triggered if
particular errors are found during an automatic check.
40) What is I-Base? What is I-Base category?
41) What is E-CAT?
42) What is LSMW?
The Legacy System Migration
Workbench (LSMW) is a tool recommended by SAP that you can use to transfer data
once only or periodically from legacy systems into an R/3 System.
The LSM Workbench lets you
check the data for migration against the current settings of your customizing.
The check is performed after the data migration, but before the update in your
database.
TC: LSMW
43) What are adaptors?
44) What is BDocs?
45) What is application builder?
46) How did you customize IC for service project?
47) What Business Roles did you configure? Profiles used?
48) Which all profiles did you use?
49) How to activate/deactivate work centers?
50) What are Logical Links? Where do you adjust them?
51) What is Master Data? What is it used for?
52) What is territory master data?
SAP CRM Interview Questions & Answers
SAP Web client User
interface: CRM 7.0
Some important Shot notes:
1.
Main Screen Areas: The L-Shaped always
stays fix so the user always has access to common functionality and never gets
lost. Its content can be configured as Business-Role dependent.
2.
Overview of the Web UI page:
3.
Header Area: Also called
Global Function Area. It consist of
a. Personalize: Generic
personalization options Eg. Change password
b. Help Center: Offers direct
access to BUD (business user documents)
c. System News: Provides access
to general system messages
d. Central Search: Displays Saved
searches/ Simple searches
e. Log off: logs you off
4.
Navigation Area / Navigation Bar: It includes
a. Applications search
launches
b. URL link
c. BI reports and
analysis (SAP NetWeaver)
d. Transactions in
other systems
I. First Level
Navigation Entries:
o Home
o Work list
o Calendar
o Reports
o Business-Role
specific work centers
II. Second Level
Navigation Entries:
o Links to most
frequent search pages
o Opens via a click
and vanishes automatically after the selection
Work Centers: It is a flexible grouping of application and information that
logically belong to each other from the viewpoint of a business role.
Personalization of the Work Center can be done in
Navigation Bar Profile
SPRO-IMG-CRM-UI Framework-Business Role-
Logical Links: are of 4 Types:
a. Link
b. Work Center
c. Launch Transaction
d. BI Report
Create Area/ Quick Create Area/ Direct Link Groups: It contains
frequently used applications by the user. It allows users to start a creation
of an object of an object quickly, no matter where the user is located in the
SAP CRM application at the moment.
This are is freely configurable per Business-Role.
This are can be personalized by the User.
a) Appointments
b) Email
c) Task
d) Business-Role
specific links
Personalization of the Direct Link Groups can be done in Navigation Bar
Profile
SPRO-IMG-CRM-UI Framework-Business Role-
Recent Items: It allows the user to navigate to the items that he has worked on
most recently with one click.
This area is configured per Business-Role.
This number of entries can be changed up to 10. The personalize settings
can be done by the user via Personalize-Personalize Navigation Bar-Recent
Items (drop down)
5.
Home Page:
The HOME page provides:
a. My appointments
Today
b. Workflow Tasks
c. My Open Tasks
d. Alerts
e. My Saved Searches
The HOME page can be configured per Business-Role.
Available content and screen structure can be personalized by the user.
E.g. Drag & Drop.
6.
WORKLIST page:
7.
CALENDAR page:
a) A graphical
overview of today’s appointments
b) Switching between
daily, weekly and monthly views
c) Switching to a
colleagues calendar.
d) Provides an
overview of the next 2 months
e) Provides a list of
open tasks.
f) Provides an option
to directly create an appointment from the daily view.
8.
EMAIL INBOX page:
9.
WORK CENTER: The work center page is opened by
choosing the First-Level navigation entry directly, without selecting any
specific Second-Level entry, belonging to the respective work center.
a) Search
b) Create
c) Reports
10. REPORTS-Entry Page: Provides a list of reports and
analysis grouped by business topics. It can have second-level navigation entry
providing direct access to important analysis or
dashboards. BI
Content
CRM Interactive reports
CRM Analytics
Configured per Business-Role
11. SEARCH PAGES:
a) Search Criteria
Area
b) Search Result List
Area
The table graphic is a feature available for every table, but especially
in the search result list it provides a perfect facilitation option to
understand patters and schemes behind the found search results in a graphical
manner.
SPRO>IMG>CRM>UI Framework>Technical Role
Definition>Define Parameters
Possible parameter values are: ASSIGNMENTBLOCK;SEARCHRESULT; (adobe
flash is required)
Available search criteria can be controlled by
SPRO>IMG>CRM>UI Framework>Technical Role
Definition>Define Central Search
You can use the CRM ES Modeling Workbench to connect
CRM business objects to SAP NetWeaver Enterprise Search.
You can access CRM ES Modeling Workbench via
SAP MENU>Architecture and Technology>Enterprise Search
Integration>Tools
12. OVP: Over View Page
ü Assignment blocks
capabilities are available in single Column and tile layout.
ü Main OVP Elements –
o Work Area Title
o Work Area Tool Bar
o Personalization
o Form View
o Header Area
o AB Tool bar
o Table
o Assignment Blocks
ü Non-Interactive
Center in a tile layout
SPRO>IMG>CRM>UI Framework>UI Framework Definition>
Register Overview Pages for Tile Layout
ü Hierarchies: Used
for navigation or simply to display related information in a structured format.
E.g.: Org Model; Installed Base; Product Hierarchies; Account Hierarchies
BSP Application: CRM_UI_START
Description: CRM WebClient UI
Start Page: default.htm
SU3 Create
a User
SU01 User
Master Data
CRMC_UI_PROFILE Define a Business
Role
CRMC_UI_NBLINKS Define Navigation Bar
Links
BSP_WD_CMPWB Component
Work Bench
13. Personalization Page:
To enable the configuration mode the user needs a specific
(administration) authorization. Using the configuration mode it is possible to start
the new configuration and the FACT SHEET configuration directly from the CRM
WebClient.
Web Links
Widgets
CRM Feeds: stay up-to-date with your work wherever you are.
14. Transaction Launcher – You can add external
application to the CRM WebClient UI by using the Transaction Launcher and SAP
ITS.
ITS - Internet Transaction Server: These include
a. Web Sites of your
choice
b. Transaction in an
ERP system
c. Administration
transactions in the CRM System
ü Use function key of
your keyboard ‘F2’ to display the technical information for the component.
ü Authorization
Object: CRMCONFMOD controls whether user can activate the configuration
mode.
15. Business Roles:
ü You can generate a
portal role from your business role by creating an XML file of your business
role and importing this XML file to SAP NetWeaver Portal.
ü You generate an XML
file of your business role in customizing by choosingSPRO>IMG>CRM>UI
Framework>Portal Integration>Upload Business Role
ü For more complex UI
changes the Component Enhancement Concept can be
utilized.
ü Business Role are
maintained in customizing:
SPRO>IMG>CRM>UI
Framework>Business Role>Define Business Role
ü Business Role is
assigned to an Organization Unit or to a Position.
a. PPOMA_CRM select
your org model
b. Select the position
to which you want the Business Role to be assigned
c. Click on Goto in
the main menu bar
d. Click on enhance
object
e. Select “Business
Role” and click create
f. Assign your
Business Role
g. Save
ü Business Role can
be assigned to the User also in
a. TC: SU3
b. Select Parameter
Tab page
c. Insert Parameter ID
CRM_UI_Profile
d. Give a description
and assign your Business Role.
16. AET – Application Enhancement Tool has been
introduced t enhance CRM applications. You can use this tool to Search for
enhancements and to display, Create, Change, or Delete enhancements. The
component Workbench does not allow to launch AET. You can make new fields
created via AET available for the following system or applications only:
i. Business
Intelligence reporting (BI)
ii. CRM interactive
reporting (as characteristic or Key Figure)
iii. R/3 adapter CRM
Mobile (Synchronized BDoc)
17. EEWB - Easy Enhancement Workbench: It is a
development tool that can be used to enhance SAP Applications (Business
Objects).
ü Wizards are used in
the workbench to define customer enhancements of business objects. This means that
the user without ABAP knowledge can also make enhancements to the standard SAP
system.
ü The technical
composition of an enhancement created with the EEWB is no different from the
once created manually. In both cases transportable ABAP object are created and
the same customer exists, business transaction events or BAdIS are implemented.
ü The only difference
is the way that the required objects are created.
ü In most cases the
enhancement applies to all system. E.g.: when you enhance a business object in
CRM, the data exchange to other system (BDoc) is also adjusted.
ü The system
landscape must be configured appropriately for cross-system generation.
18. Business Role Customization:
Contains 6 Profiles:
a. Role Configuration
Key
b. Navigation Bar
Profile
c. Layout Profile
d. Technical Profile
e. Functional Profile
f. PFCG
19. Role Configuration Key: Customer specific adjustments to
the UI can be performed using a role configuration key.
UI Configuration Tool:
You can use the UI Configuration tool to configuration tool to configure
views and pages that are made up of different views. These include:
a. Form Views
b. Tables and
Hierarchies
c. Search Pages
d. Overview Pages
e. Start Pages
and Work Centers
Typical changes include:
b. Adding and removing
fields
c. Changing the item
of fields
d. Adding headers
e. Editing fields
properties (eg: required entry fields/mandatory)
f. Configuring search
criteria
g. Configuring result
list
h. Displaying
assignment blocks (direct, lazy)
ü Creation of a Role
Configuration Key
ü Assignment of Role
Configuration Key to Business Role
ü SPRO>IMG>CRM>UI
Framework>Technical Role Definition>Define Role Configuration Key
A Role Configuration Key can be assigned to one or more Business-Roles.
20. Layout Profile:
a. Header Area: It is
static, non-scrolling area on top of the screen. Eg: Logo Area, Global Function
Area and others.
b. Footer Area: It is
non-scrolling area at the bottom of the page.
c. Picture Area:
d. Menu Area:
e. Shortcut Area:
ü SPRO>IMG>CRM>UI
Framework>Business Role>Define Layout Profile
ü SPRO>IMG>CRM>UI
Framework>Technical Role Definition>Define Layout Components
21. Technical Profile: It contains some browser related
setting and other technical information
ü When you log off
from the SAP CRM system the SAP homepagehttp://www.sap.com/ is called per default.
ü You can change this
by entering a different URL in the technical profile.
ü SPRO>IMG>CRM>UI
Framework>Technical Role Definition>Define Technical Profile
22. Functional Profile:
ü Some business roles
are special in the way that they need more technical settings and
infrastructure
ü This is the case
for all IC related business roles.
ü SPRO>IMG>CRM>UI
Framework>Technical Role Definition>Define Functional Profile
23. Navigation Bar Profile:
ü The Navigation Bar
Profile is the main object to control the available business content and links
for a user.
ü The navigation bar
contains links to all work centers that belong to a role.
ü The work centers
contain links to the search pages of the business objects that belong to each
work center.
ü It also contains
direct links to the user’s calendar or work list.
ü Logical links can
be used in direct link groups, second level navigation or on work center pages.
ü SPRO>IMG>CRM>UI
Framework>Technical Role Definition>Define Navigation Bar
Profile TC: CRMC_UI_PROFILE
ü 4 type if links
o Work Centers:
displayed in First-Level entry.
o Work Center Link
Groups: logical links are grouped such as Create, Search & Reports
o Direct Link
Groups/Quick Create Links: To Create the most frequent used applications
o Logical Link
Groups: Listed Applications
CRMC_UI_NBLINKS Maintain
Nav Bar Profile
Transaction Launcher:
ü It is used to
integrate; external SAP GUI based applications to SAP WUI. Its benefit is to
save agents from Logging into different system (multiple systems) and repeating
data entry.
ü The TL function
allows to access business transaction directly from the CRM WebClient UI.
ü The main benefit of
using launch transaction is to save agents from logging into multiple systems
and repeating data entry.
ü TL supports 2 types
of transactions:
a. BSP – Business
Server Pages
b. BOR – Business
Objects Repository
c. BOL -
ITS - Installed the ITS (Internet Transaction Server) to provide
access to the local SAP CRM system or to another SAP system.
CRMS_IC_CROSS_SYS – Define Transaction Launcher
BD54 – Define your Logical system
SM59 – Define your RFC (Remote Function Call)
BD97 – Assign RFC destination to Logical System
SAP
Menu>Interactive Center WebClient>Administration>System
Parameters>Define Transaction Launcher Logical systems and URL’s
SPRO>IMG>CRM>UI Framework>Technical Role
Definition>Transaction Launcher>Configure Transaction Launcher
24. PFCG:
ü It is used to
maintain the authorization profiles.
ü Each authorization
references an authorization object and defines one or more permissible values
(e.g. Display, Change, and Create) for each authorization field contained in
the authorization object.
ü Authorizations are
assigned to Users in the user master data. TC:SU01
ü For each business
role SAP delivers a PFCG Role with the required authorization object.
ü Default values can
be maintained in TC: SU24, if the default values delivered by SAP don’t fit
your needs.
ü Use report
CRMD_UI_ROLE_PREPARE and TC: PFCG to assign all required authorization to the
related PFCG role.
ü Use report
CRMD_UI_ROLE_ASSIGN to make the user assignment easier.
ü Deleting/Assigning
an Assignment Block to a Business Role.
ü SPRO>IMG>CRM>UI
Framework>Define Business Roles>Define Authorization Role
TC:
SU24 Maintain
default values for PFCG
SM37
SU01 Create
a User
PFCG PFCG
profile
ASAP
Methodology
What is ASAP
Methodology?
ASAP:
Accelerated Systems Application and Products in Data Processing
All
implementation projects have the following phases:
Scoping - What is to be implemented i.e. which submodules are to be
implemented some clients may not require credit management for example. Look at
the project scope document carefully it will tell you what SAP sub-modules in
SAP you should be prepared for. Usually the sales people along with project
manager do it.
As is - Here you understand the existing business processes of the
client .Your BPOcollect all the ISO-documentation (if client is ISO certified),
reports and forms at this stage and you analyse how and when the reports/forms
are generated, where the data is coming from. You also do a Level -2 training
for your BPO so he is made aware of all the required transactions in SAP.
Once this is
over BPO can start learning with the consultants help more about SAP. This is
crucial because if you miss out any transactions the BPO may forget about some
of his Business processes which may come up later. It is a good practice to ask
the BPO to make flow charts to explain business processes.
To-Be - Parallely you map these processes to SAP. Processes that you
are not sure of as to whether they are present in SAP or not you try to do a
configuration of those processes, and along with the BPO(Business process owner
he is the clients employee who knows about the clients business processes
probably a middle management guy, ther can more than one), BPO involvement is
required as he may be able to tell you his requirements better. Once you do the
business modelling you
will also be
made aware of the gaps between as-is and to-be , here decisons have to be made
as to wether a ABAP development/system modification is required or not and so
on. Involve the BPO as much as possible and document everything it is good
practice do not be lazy about it.
Business
blueprint: Here the as-is and to-be and gap analysis is explained. This is
the document that you will be using to do your configuration in the realization
phase.
Realization
phase: Here you do the configuration in the development server (there
are three clients -development,quality, production). You also decide on the
master data format, so that BPO can go collect the master data. You also gove
ABAP specifications for forms, reports etc, system modifications etc. Unit
testing: Your BPOs and a few key users sit down and test your configuration in
your module only. It is good to test the BDCs that you need for uploading data
at this stage so you have more realistic data and your BDCs are tested.
Integration
testing:
Once all
modules unit testing is over then the configuration is trasported to the
Quality server, where testing for all the modules is done by BPOs and end user,
this is to check if any problems are there in integration between various
modules. Once all is okay from the QA server config is transported to the
production server.
Go live
preparation
Data uploading: The collected master data is checked and the
uploaded into production server(sever and client I have used interchangeably).
Now you are ready for go live i.e. users can now use the production server.
2. How to create a Drop Down
3. How to create a F4 Help
4. How to modify the Search Criteria.
5. How to add a Attribute from AET/EEWB
6. How to Create a Assignment block for a Z table.
7. How to default values in Drop Down
8. How to do dynamic navigation
9. How to create Navigation Links for Navigation between 2 Components
10.How to get business Partner ID from sy-uname
11. How to Value node.
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