SAP CRM Functional Interview questions and answers by krishna_Marketing and Sales for Wipro | Infosys | TCS | HCL | NTTDATA | IBM | SealInfotech | Gauritech | Accenture.

1. Tell about your client business process in marketing?
2. What are the different campaigns your client using and explain them?
3.  Explain the lead business process according to your client?
4. How can you classify the leads?
5. How the Lead will convert as a Opportunity automatically?
6. How many ways we can qualify the leads?
7. where do we configure the Surveys and what is the Path or T-code?
8. What are the all areas that we can use questionnaires?
9. Explain the steps in the ELM?
10. What are the actions we can perform in ELM?
11. can we create contact persons through ELM?
12. did you write any functional spec's for your client business process?
13. Where do we configure the number range for leads and what is the object to maintain the number range for lead?
14.  Can we create the multiple leads for a single prospect? if yes, how can we restrict that?
15. Explain the Opportunity business process?
16. What is the significance of an Opportunity in sales process?
17. what is the difference b/w opportunity and sales methodology?
18. How can you configure the sales cycle, explain step by step?
19. What is the importance of sales assistant?
20. How can you create a sales order from a quotation automatically?
21. can we assign a action profile to opportunity which is created for lead? if not, why?

All SAP CRM Configuration documents for Lead management, Opportunity management, Complaints and returns management, In.House repair, Territory management

SAP BEST PRACTICES FOR CRM - BUILDING BLOCKS

PACKAGED SETS OF CONFIGURATION

SAP Best Practices for Customer Relationship Management - V2.70 delivers configuration content in discrete sets called building blocks.

Building blocks are the methodology for the SAP Best Practices development and delivery. In general, building blocks are business content-related and provide SAP Best Practices users with small, flexible, and transparent pieces of functionality. Detailed information on the building block concept and on how to make full use of this new and flexible approach to reusing business content can be found in the Building Block Concept.

The table below lists the building block ID numbers and the building block titles. It also contains information on the building block language and the building block type, that is, whether the building block includes a configuration guide or a business process documentation or both of them.

Click here for all Configuration documents

SAP CRM Functional Interview Questions and Answers by krishna_Master Data for Wipro | Infosys | TCS | HCL | NTTDATA | IBM | SealInfotech | Gauritech | Accenture.

1. What are the different Business partner categories in SAP CRM
2. Can we create BP categories in customizing.
3. What is the difference b/w BP role and category.
4. Can we give multiple relationships to a business partner.
5. Can we assign sold to party role to the employee.
6. what is the use of contact person.
7. How many ways we can get the Business partner data to the CRM System.
8. What are the functions in marketing
9. What are the functions in sales
10. What are the functions in service
11. What are the four parameeters in Org model
12. what are the general attributes in Org model.
13. what are the organizational attributes in Org model
14. How many ways we can maintain org details in transactions.
15. what are the different products of sap crm.
16. What is the use of leading business transaction category.
17. what is the significance of an item category.
18. what is item category determination.
19. what is the use of item category determination.
20. what is the use of item category group.
21. Explain about copy controls.
22. What is the difference b/w create follow-up transaction and Copy.
23. Explain about partner determination procedure.
24. Explain the step by step process of text determination procedure.
25. What are the processing times in action profile.
26. What are the processing types in acrion profile.
27. What is the difference b/w start condition and schedule condition.
28. What is the difference b/w user status and system status.
29. Where we can map the user status and system status.
30. How can we make mandatory fields in transactions.

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Service Contract processing | Business Process in SAP CRM by krishna

Purpose

You can use this business process to create service contracts that can be used as a basis for later service transactions.

Based on a service agreement, you can create a service contract quotation that is presented to the customer. After it is accepted by the customer, this quotation becomes a service contract.

Process Flow

...

1. Create parameters for service level agreement (SAP CRM)

You create and maintain the parameters for the Service Level Agreements.

The SLA parameters Availability Time and Response Time are integrated as default settings in SAP CRM. However, you can also freely define other company-specific parameters to support specific business processes.

2. Create service product (SAP CRM)

In the system, you create the services that should be agreed upon in the service contract items as products of type Service (for example, maintenance, hotline, inspection).

3. Create service agreement (SAP CRM)

You create a service agreement. A service agreement is a long-term agreement between business partners, in which conditions, such as prices, and releasable products are defined. In turn, these conditions and products are valid for service contracts that are created with reference to this service agreement.

4. Maintain customer group or customer hierarchy (SAP CRM)

You process customer groups or customer hierarchies in the service agreement.

5. Maintain items in service agreement (SAP CRM)

You maintain the items in the service agreement.

6. Maintain price agreements (SAP CRM)

You maintain price agreements in the service agreement. Note that price agreements in contract items take precedence over prices defined in the contract header.

7. Create pricing conditions for service agreement items (SAP CRM)

You determine and process the pricing conditions for the service agreement items.

8. Maintain product list (SAP CRM)

You maintain the product list in which you define the services and service parts that can be claimed within the context of service order processing with reference to a service contract. In the service contract, you can group services and service parts in a service package which you can then offer as a service product.

9. Create service contract quotation (SAP CRM)

You create a service contract quotation based on the service agreement.

10. Maintain object list (SAP CRM)

You process the object list in the items in the service contract quotation. In the object list, you enter the objects for which the service product agreed upon in the service contract item can be claimed. Installed bases, installed base components and products can be used as elements of this object list.

11. Maintain pricing conditions for contract items (SAP CRM)

You determine and maintain the conditions for pricing in the service contract item.

12. Release items for service contract quotation (SAP CRM)

You release the items for the service contract quotation.

13. Send quotation to customer (SAP CRM)

You send the service contract quotation to the customer.

14. Customer accepts service contract quotation (SAP CRM)

The customer accepts the service contract quotation.

15. Update contract quotation according to customer’s decision (SAP CRM)

Following the customer’s response, you update the contract quotation accordingly.

16. Convert service contract quotation into service contract (SAP CRM)

If a customer accepts the service contract quotation, create a service contract from the quotation.

17. System generates billing plan (SAP CRM)

18. System generates billing request items (SAP CRM)

19. Release service contract items and save contract (SAP CRM)

You release the items in the service contract and save the service contract.

20. System performs revenue recognition for service contracts (SAP ECC)

21. Update accrual quantity (SAP ECC)

You update the accrual quantity.

22. System creates and assigns appropriate controlling object (SAP ECC)

A controlling object is created for the service contract in financial accounting. Costs and revenues are posted to the controlling object, or an existing controlling object is assigned to the service contract.

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Service Order Processing | Business Process in SAP CRM by krishna

Purpose

You can use this business process to create service orders and provide the relevant data for deliveries. You can also process any sales items requested by the customer and trigger the creation of an appropriate sales order.

Process Flow

...

1. Create service order (SAP CRM)

Create a service order.

2. Maintain reference objects (SAP CRM)

You enter one or more reference objects (such as products, installed base components, or individual objects) to which the service should refer.

3. Determine valid warranty (SAP CRM)

You use the installed base component or individual object entered in the service order to determine whether the service entered is covered by a warranty.

4. Select product service letter (SAP CRM)

You select a product service letter (PSL) if you want to enter services to be performed so that previously identified or predictable damage to the reference objects can be repaired, or so that costly repairs and possible damage can be avoided.

5. Search template and copy template items (SAP CRM)

You search for service order templates that were created previously for services that are used often. If you find a service order template, you copy the relevant items from the template into the service order.

6. Create service and sales items (SAP CRM)

You create service items and enter the services in them. If the customer wants to buy a product at the same time, you also enter sales items. You can also enter service parts if they are required for performing a service.

7. Run availability check for sales items and service parts (SAP ECC)

You trigger an availability check for the sales items and service parts.

8. Determine valid service contract or service agreement (SAP CRM)

You trigger contract determination to find out whether service contracts or service agreements were made with the business partner, and whether these service contracts or service agreements can be applied to the service items.

9. Determine and maintain conditions (SAP CRM)

The system uses settings (pricing procedure determination) to determine the conditions for all pricing-relevant items and uses this information to determine the prices. You can change or add conditions manually.

10. Run credit check (SAP ECC)

You trigger a credit check. The credit check is performed based on the pricing results. The data relevant for the credit check is transferred to SAP ERP Central Component (SAP ECC) where the actual credit check takes place. The result of the credit check is confirmed to SAP CRM and saved as a credit status at item level.

11. Maintain codes (SAP CRM)

You can maintain predefined damage codes and reason codes. You can also enter detailed damage descriptions and descriptions of activities performed.

12. Select counter and create counter reading (SAP CRM)

If counters are relevant for the reference object, you enter the counter readings.

13. Perform amount allocation (SAP CRM)

You run amount allocation to define which invoice recipient pays what part of the invoice.

14. Release and save service order (SAP CRM)

You release the service order and then save it.

15. System creates and assigns appropriate controlling object (SAP ECC)

A controlling object is created for the service contract in financial accounting. Costs and revenues are posted to the controlling object, or an existing controlling object is assigned to the service contract.

16. System creates requirement for service team (SAP CRM)

The system generates reservations for the service employees assigned to the operations and for the appropriate period after saving the order.

17. System creates sales order for sales item (SAP CRM)

If you have created a sales item in a service order, the system creates a sales order for it.

18. System changes status of product service letter item for individual objects

If you have assigned a product service letter, the system changes the status of the corresponding items in the product service letter for the individual objects.

19. Create amount allocation document (SAP CRM)

You bill according to the planned amount allocation that you defined for a service order or service confirmation by creating an amount allocation document as a follow-up. You can still make changes to the amount allocation document before you trigger billing by setting it to Completed.

20. Perform amount allocation (SAP CRM)

You run amount allocation to define which invoice recipient pays what part of the invoice.

21. Specify invoice recipients and amounts for billable items (SAP CRM)

22. Specify invoice recipients and amounts for non-billable items (SAP CRM)

23. Specify final cost and revenue allocations (SAP CRM)

The system specifies and adds the following costs to the service order:

¡ Expenses from personnel capacities

¡ Cost of service parts

¡ Accrued costs

The system clears sales revenue to costs and calculates the revenue allocations.

24. Set status for billing request items (SAP CRM)

You set the status for the billing request items to Completed.

In-House Repair Processing | Business Process in SAP CRM by krishna

Purpose

The customer contacts the service provider with a request for his or her defective product to be repaired. You create an in-house repair order in SAP CRM.

Process Flow

...

1. Create in-house repair order (SAP CRM)

You create an in-house repair order in SAP CRM.

The customer reports via interaction center or a Web application one or more defective products that he or she wants to send or bring in for repair, for example.

You or your customer can use a repair request to enter important document information for repairs at header level and in the main item, such as business partners and bill-to party.

2. Maintain reference object and serial number (SAP CRM)

You create a reference object at item level for the product that is to be repaired. Reference objects can be products, installed bases with their components, individual objects, or serial numbers.

You enter either an installed base component, an individual object, or a product with the corresponding serial number. Depending on the settings for validation of serial numbers in the product master, the system validates the serial number that you entered and determines the corresponding individual object.

3. Maintain codes (SAP CRM)

You use predefined codes to enter the error that occurred. These codes are available for failure frequency reports in SAP NetWeaver Business Intelligence (SAP BI).

4. Select counter and create counter reading (SAP CRM)

If counters are relevant for the reference object, you enter the counter readings.

5. System determines valid warranty (SAP CRM)

The system performs an automatic warranty check.

If a warranty is determined, this is apparent from the assigned warranty product and the accounting indicator. The accounting indicator influences pricing.

The relevant services and service parts and their related discounts are defined in the warranty. The internal recipients to whom the incurred costs should be charged are also defined in the warranty.

6. System determines valid service contract or service agreement (SAP CRM)

The system determines existing service contracts or service agreements for the business partner for each complaint item.

7. System determines response times from contract (SAP CRM)

Assured response times are determined based on the Service Level Agreements (SLA) defined in the contract. You can monitor these response times and escalate them if necessary.

8. Create returns subitem for repair (SAP CRM)

You create a subitem of category Return for the main repair item.
The Return item shows that an inbound delivery is expected for the higher-level item.

After the product sent in for repair is received, a service employee performs a technical analysis (diagnosis) and enters the inspection result. An HTML file is provided for you to document the inspection results for the diagnosis item. This can be tailored to meet your requirements.

9. System replicates returns request item (SAP ECC)

After saving the in-house repair order in SAP CRM, the CRM system replicates it to SAP ERP Central Component (SAP ECC) for the purpose of logistics processing. In other words, the returns item for in-house repair order is replicated in a sales order in SAP ECC as a returns request item. At this point, a sales order with the same document number as in SAP CRM exists in SAP ECC. A unique returns material authorization (RMA) number is thereby also available in SAP ECC.

10. System displays returns material authorization (RMA) number (SAP CRM)

The unique returns material authorization (RMA) number is made up of the unique number of the in-house repair order and the item number of the returns item. The customer uses the RMA number to send the defective product in for repair.

11. Search template and copy template items (SAP CRM)

The technician uses the inspection result to decide on the appropriate action to be taken, which means either scrapping or repair. If the technician decides to repair the item, he or she can use templates to help create an order.

Templates are created for errors that occur frequently. They contain the necessary repair steps and service parts, including the quantities needed.

The technician copies the items of a fitting template into the in-house repair order.

12. Create repair steps (SAP CRM)

If the technician does not use a template, he or she schedules the necessary repair services and service parts manually.

The necessary repair steps and required service part items are created as subitems of the repair request item.

13. Run availability check for sales items and service parts (SAP CRM)

You trigger the availability check manually.

14. Determine and maintain conditions (SAP CRM)

The system uses the settings (pricing procedure determination) to determine the conditions for all pricing-relevant items and uses this information to determine the prices. You can change or add conditions manually.

15. Create loan device delivery (SAP CRM)

You create a loan device delivery for the repair in SAP CRM.

You can send loan devices to customers during a repair, to bridge any gaps created by long repair times.

16. System replicates loan device delivery item (SAP ECC)

After saving the in-house repair order, SAP CRM replicates the loan device delivery item into the sales order in SAP ECC. The loan device is delivered.

17. Create return delivery of repaired product (SAP CRM)

In SAP CRM, you create a return delivery for the repairs.

After the repairs are completed, the product is returned to the customer.

18. System replicates returns delivery item for repaired product item (SAP ECC)

After saving the in-house repair order, SAP CRM replicates the return delivery item into SAP ECC as a returns delivery item in the sales order in SAP ECC.

19. Create loan device pick-up request (SAP CRM)

You create a loan device pick-up request in SAP CRM.

After repairing and returning the repaired product to the customer, return delivery of the loan device is triggered.

20. System replicates loan device pick-up item (SAP ECC)

After saving the in-house repair order, SAP CRM replicates the pick-up request item into SAP ECC in the sales order.

21. Trigger follow-up action: creation of quality notification in SAP ECC (SAP CRM)

You use an action to trigger creation of a quality notification for an in-house repair order or for an item in an in-house repair order in the assigned SAP ERP system, with an aim of introducing corrective actions in order to improve product quality.

22. System creates quality notification (SAP ECC)

A quality notification is created via replication in SAP ECC. The in-house repair order is visible in the document flow of the quality notification.

SAP CRM Complaints processing | Business Process by krishna

Complaints Processing in CRM 

Purpose

You use this process within your sales and service organizations to process customer complaints. A complaint is an expression of dissatisfaction that a customer makes in relation to a service, product, or a billing document (due to an underdelivery, for example).

Process Flow

The process begins when you receive a complaint relating to a service or product.

...

1.         Create complaint (SAP CRM)

You create a complaint:

○ Without reference to a transaction, or

○ With reference to an existing transaction, such as:

■ Sales order

■ Service order

■ CRM billing document

■ Product service letter

This means that the system offers you the items contained in the preceding transaction so that you can decide which items you want to copy into the complaint.

○ With reference to more than one CRM invoice (but only within mass-object controlling)

2. Maintain reference object or serial number information (SAP CRM)

You create a reference object at item level for the product or service about which the complaint was made. Reference objects can be products, installed bases with their components, objects, or serial numbers.

You enter either an installed base component, an object, or a product with the corresponding serial number. Depending on the settings for serial number validation in the product master, the system validates the serial number that you entered and determines the corresponding object.

3. Maintain items

If you created the item with reference to a preceding item, the product is copied from that item. If you created the transaction without reference to a preceding transaction, create the product. Enter the complaint quantity in the item.

Then enter other necessary information, such as the problem description, which you can enter in the notes.

4. Categorize issues (SAP CRM)

You use the predefined values in categorization to enter information such as the reason for the complaint. This information is then available to be used in analyses in SAP NetWeaver Business Warehouse (SAP NetWeaver BW).

5. System determines valid warranty and service contract (SAP CRM)

The system performs an automatic warranty check.

If a warranty is determined, this is apparent from the assigned warranty product and the accounting indicator. The accounting indicator influences pricing.

The relevant services and service parts and their related discounts are defined in the warranty. The internal recipients to whom the incurred costs should be charged are also defined in the warranty.

The system determines the existing service contract for the business partner for each complaint item.

6. System or investigator approves item and displays approved quantity (SAP CRM)

The item is approved either by the automatic execution of business rules or by an agent in an investigation.

In response to the complaint, you trigger one or more of the following actions for each complaint item:

7. Create returns request (SAP CRM)

You create a subitem with category Return for the main complaint item.

8. Create substitute delivery

You create a subitem with category Substitute Delivery for the main complaint item.

9. Create quality notification in SAP ECC (SAP CRM)

You use an action to trigger creation of a quality notification for a complaint or complaint item in the assigned SAP ERP Central Component (SAP ECC) system, to introduce corrective actions to improve product quality.

10. Create credit memo request (SAP CRM)

You generate a credit memo request to create a credit memo for a customer within the context of a complaint.

You can also create a debit memo request to calculate additional customer charges within the context of a substitute delivery (for example, for a replacement product with a higher value than the original product).

The credit memo request/debit memo request appears in the billing due list in CRM billing. Generate the billing documents based on this billing due list.

11. Release and save complaint (SAP CRM)

You release the complaint and then save it.

12. System replicates return item (SAP ECC)

After saving the complaint in SAP CRM, the returns item is replicated to SAP ERP Central Component (SAP ECC) for the purpose of logistics processing. Depending on the indicator inActivate System Configuration for Service Parts Management, the replication occurs as follows:

○ If this indicator is not set, the returns item is replicated in a sales order; in other words, a sales order with a corresponding returns item is automatically created. The returns item receives the same number and the same item category as the complaint transaction and the complaint item in SAP CRM.

You create a returns delivery for the returns item. When the product has been returned, create a goods receipt for the returned item. The goods receipt triggers the accounts receivable accounting and the posting to the controlling object in SAP ECC.

○ If this indicator is set, the returns item is replicated in a delivery; in other words, a delivery with a corresponding returns item is automatically created. Each delivery item receives an additional returns material authorization (RMA) number, which is created by putting together the numbers of the returns transaction and the returns item in SAP CRM.

You can find this indicator in Customizing for SAP Customer Relationship Management (SAP CRM) by choosing Customer Relationship Management ® Transactions ® Basic Settings ® Activate System Configuration for Service Parts Management.

13. System replicates substitute delivery item (SAP ECC)

After saving the complaint in SAP CRM, the substitute delivery item is replicated in a sales order item in SAP ECC for the purpose of logistics processing. The sales order item is assigned the same number and the same item category as the complaint transaction and the complaint item in SAP CRM. In SAP ECC, first create an outbound delivery for this item and then a goods issue.

14. System creates quality notification (SAP ECC)

A quality notification is created using replication in SAP ECC. The SAP CRM complaint is visible in the document flow of the quality notification.

15. System creates and assigns appropriate controlling object (SAP ECC)

1. The goods issue triggers the accounts receivable accounting and the posting to the controlling object.