SAP CRM FUNCTIONAL INTERVIEW QUESTIONS AND ANSWERS

Opportunity processing | Business Process in SAP CRM By Krishna

You use this business process to maintain and qualify opportunities, which are recognized possibilities for business, for example, the sale of products or services. An opportunity can result from a trade fair, sales deal, bid invitation, or from a lead with the status Hot. The opportunity makes up the framework for displaying sales projects from the beginning, and monitoring their success.

An opportunity goes through a sales cycle that is characterized by different sales stages. Different activities are carried out in each sales stage. The sales cycle is determined from the point of view of time, by the start date and expected end date of an opportunity.

Process

This graphic is explained in the accompanying text.

The following business process runs in SAP CRM:

Create opportunity
Maintain sales team and distribute opportunity (internally or externally)

You put the sales team together, and enter members of the sales team in the opportunity.

You then distribute the opportunity, either internally or externally. In internal distribution, you, for example, as the sales representative or sales manager, enter an internal employee as the employee responsible for the opportunity.

In external distribution you, in this case, as the channel manager, enter a channel partner as a sales partner and you dispatch the opportunity for further processing for this channel partner, by setting the status to Dispatched to partner
Assign products or product categories

You enter the relevant products or product categories pertaining to the prospect.
Plan activities per phase

According to Customizing settings, SAP CRM creates an activity plan that proposes specific activities (business activities and tasks) for the different stages of the opportunity.

You activate the required activities, and add new ones as required. In this way, you put together a specific activity plan for the opportunity.
Qualify opportunity

You qualify the opportunity by using the opportunity assessment (questionnaire), together with the chance of success calculated by the system resulting from the assessment (questionnaire). Through Customizing, you can prompt the user with an assessment when the value of a parameter crosses a threshold value.

On this basis, you decide whether the project is to be continued (go/no go decision).
Use further elements of sales methodology (optional)

You work with other elements of the sales methodology, such as the buying center, project goals, and competitor information.

Warranty claim processing | Business process in SAP CRM by krishna

Purpose

You can use this business process to create warranty claims. The warranty claim processing function allows you to create warranty claims with reference to a reference document such as a service order, and then process them while taking into consideration customer-specific issues. The process of warranty claim processing runs in the context of a case.

Process Flow

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The following process runs in SAP CRM:

1. Create warranty claim

You create a warranty claim with or without reference to a preceding document, such as a service order, service confirmation, or complaint. You can either create the warranty claim manually or the system can create the warranty claim automatically, such as via an action implementation.

2. Select items from preceding doc. that are relevant for warranty claim

You select the items from the preceding document that are relevant for the warranty claim.

3. Process warranty claim item

In the warranty claim item, you check and maintain the information that was copied from the preceding document, such as time data, codes, counter readings, and quantities.

4. Send the completed warranty claim to the vendor, with status Sent to Vendor

You send the completed warranty claim to the vendor.

5. Update the status of the warranty claim according to the vendor's response

The vendor checks the warranty claim, edits the status of each item as well as other item details such as quantities, values, or texts, and sends the revised document back to you, the claimant. If the warranty process is not carried out in a format that is supported by the system (such as via e-mail, fax, or telephone), you must make the vendor's changes yourself.

6. Create debit memo subitems

You enter the data that was authorized by the vendor in the appropriate warranty claim subitems.

7. Accept the vendor's offer and release the status for billing

You release the warranty claim.

8. Monitor status of existing warranty claims

You monitor the status of other existing warranty claims.