SAP CRM Interview Questions & Answers

  1. Question 1. What Is The Implementation Tool/methodology That Is Generally Used In Deploying Sap Crm Projects? Is It Asap Or Solution Manager?

    Answer :

    You can use the SAP Solution Manager as a customer platform for efficient implementation and operation of SAP Solutions such as the mySAP Business Suite (CRM). It makes use of the mentioned ASAP (key accelerated SAP implementation concepts).

    The way I approach things is usually the following (supposing that the customer is considering implementing SAP CRM):

    1) First you analyze business requirements. What processes are being used? Are the processes working in an optimal way?
    2) What processes need to be improved? How can you improve them from a business perspective?
    3) Make AS-IS analysis of the current business process and designs the TO BE processes.
    4) Translate the TO BE processes into system processes such as marketing and campaign management, account and contact management, IC win or Webclient, complaint or case management…..

  2. Question 2. What Is The Difference Between Standard Backend Version And Enhanced Back End Version Of Organization Model?

    Answer :

    The enhanced version allows for multiple assignments of a single object. As an example, in R3, a sales group can be assigned to multiple sales offices. In the standard organization model, this is not possible.

    As SAP’s CRM product has evolved, it has become more compatible with the R3 product. Before CRM 4.0, it was not possible to assign an organization object to more than one organizational object. This was a problem for many SAP customers because in R/3, it is possible. So in 4.0 and after, SAP introduced the ability to handle multiple assignments and a program to convert the org model to this structure.

    So if your client has R/3 organization model that involves multiple assignments, you will need the enhanced version.

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  4. Question 3. Who Creates The Business Partners? Is It An End User Or A Functional Consultant?

    Answer :

    It depends on specific situations and required functionalities. If you are talking about a project mode where you as a consultant are customizing and developing, for example CRM online, you might want to have a master data to test your configuration. In that case, you probably will create some of your own master data simply to test everything you are configuring (development system).

    On a production system however, it is usually the end user SAP CRM Interview Questions, Answers, and Explanations who creates the master data, such as business partners, products, etc.

    The company however should decide if for example every sale should be able to create new prospects /customers in the system, or if this should happen via a single point of entry (1 team responsible for creating and maintaining master data).

    You would have to change the classification of the business partner (see tab page classification hours) from prospect to customer.

    Again, where you do it depends on your setup. Which system is leading (CRM or R/3) and who are prospects or customers replicated from one system to the other.

  5. Question 4. If So, Then As Sap Crm Consultant, What Are The Necessary Things To Know About Sap Netweaver?

    Answer :

    The answers are provided according to the number they were asked:

    1. You are indeed working in SAP Netweaver environment. SAP Netweaver is an open platform for integration purposes. In fact, for you as a consultant, you will probably not have much to do with SAP Netweaver, unless you would be doing XI or BW.

    You can use CRM as a standalone application or integrated with SAP R/3 and/or BW. Depending on what the customer will be implementing, you will of course have a different system landscape.

    2. Just do some reading on SAP Netweaver technology. You don’t need to get into real detail. Just check out information on or on There is a lot of information available.

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  7. Question 5. What Exactly Is Enterprise Portal And In What Way Do Sap Crm Consultants Connect To It?what Are The Activities That They Have To Do In Ep?

    Answer :

    The enterprise portal is a Portal which allows people to have a single point of access to different applications, tools, and other information sources.

    For example, it is possible to have via single sign on the SAP EP (enterprise portal) access to CRM processes like marketing and campaign management, service processes , but at the same time access to BW reports and or queries, and database access to non SAP database related data.

    Integration in the SAP portal for CRM is via I-Views. It is called People Centric CRM and the screens that you integrate in the portal are PCUI screens. Another thing is BSP developments (BSP applications like the IC Webclient – via Transaction code SE80 you can look up the BSP application CRM_IC, which is the IC Webclient BSP Application for the IC Webclient) that can be integrated in the SAP Portal.

    SAP delivers those working assets in the form of Portal Roles, like for example CALL Center Agent, or Marketing Manager. Every role gives access to specific work sets which give access to specific Iviews or screens.

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  9. Question 6. Which Are The Most Important And Mandatory Functions, Function Modules And Transaction Codes Of Ic Webclient, Marketing And Base Customization?

    Answer :

    I suggest you follow existing courses like the:

    – CR100: CRM base customizing
    – CR600: Marketing and Campaign management
    – CR400: IC Winclient – CR410: IC Webclient

    If you have access to a CRM system, you will discover the Transaction codes easily!

    In the SAP Menu, you can click open the relevant folders, and display the Transaction codes by displaying the technical names. To do so, in the menu: you do “Extras> Settings> Display technical names”.

    For Customizing you can check also the relevant paths: Customizing is done via Transaction code SPRO.

    Look up function modules via transaction code SE37. Business Add-ins via SE18.

  10. Question 7. What Is The System Landscape Design For Crm Projects? What Are The Integration Points Within Crm And With Other Systems?

    Answer :

    The system landscape for CRM or any SAP Module usually looks like this:

    A) Development system (here you do all customizing settings and developments).
    B) QA (quality assurance system): for end user training and especially for unit testing and integration testing purposes.
    C) Productive system.

    SAP CRM is for example usually integrated with a backbone SAP R/3 system. Integration in this case happened via the CRM middleware. On both sides (R/3 = plug in and CRM you will have a R/3 adapter).

    For integration with BW there exists a BW Adapter. (In the CRM system, SAP delivers by the way standard data sources that can be used by the BW system. They can be activated (content) and replicated to the BW System for data analysis.

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  12. Question 8. What Is The Difference Between Interaction Center Winclient & Interaction Webclient?
    Do I Need To Attend Both Trainings?

    Answer :

    The User Interface, that’s the difference for Winclient dynpro and for Webclient BSP. Since most likely you’re familiar with dynpro’s and the business logic is the same for both UIs I’d recommend for you to attend the Webclient training.

    Winclient is using the typical SAPGUI whereas the Webclient is based on BSP developments (standard BSP applications CRM_IC or CRM_IC_AUTO for automotive industry).

  13. Question 9. When Interviewing A Possible Candidate, What Are The Interview Questions That I Should Ask In Relevance To Ic Webclient, Marketing, And Base Customization?

    Answer :

    Here are some probabilities:

    – Project experience? – CRM functional knowledge? Which components?
    – Technical knowledge (abap, oss notes implementations, BSP and html knowledge)?
    – What are best practice cases? What is the added value? – Show functional experience (e.g. how to create marketing plan, campaign, target groups, and sent out email to existing target group….) and customizing knowledge… (know what is possible, but also the limitations)

    – Why IC Webclient instead of IC Winclient? – What about performance of IC Webclient? – What about User interface differences and customer

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  15. Question 10. What Are The Key Factors To Consider In Replicating The Existing R/3 Sales Orders To Crm? What Do We Lose If We Do Not Replicate These Sales Order’s Over?

    Answer :

    I guess it could depend on your interaction channel. As an example, if you want to show the order status in the ISA web shop, you will need to have the documents replicated to CRM.

    It is likely that in your business partner fact sheet, you will want to include an info block that displays sales order history and allows for drill down into the transactions. Open Orders and Orders for the last n months, that kind of thing. If so, I would bring these documents over to CRM.

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  17. Question 11. Does Anyone Know How I Might Display The Customer Data Conditionally Only For A Certain But000-type. (values: 1 = Person, 2 = Organization, 3 = Group)?

    Answer :

    You can use TRANSACTION CODE: BUPT. Create a new Data Set and assign the View that got created via EEWB. Now add this Data Set to your desired BP role. This way, your new file will be only visible to that particular role, and not on any other screens.

    Just remember when using the EEWB that if you replicate your objects it will revert all other object back to standard. Thus you will and can lose other objects created within the EEWB. So as a final setup you should copy or replicate your programs into the ther standard SAP development tools, such as a standard BADI as an example.

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  19. Question 12. I Have To Map Crm Business Partners To The R/3 Business Partners. How Can I Do This?

    Answer :

    Use PIDE Track. You can map R/3 to CRM and vice versa.

    Other things you can do:

    1. You can read the ‘Best practices’ for CRM for further familiarity with the subject.
    2. Try transaction SMOEAC.

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  21. Question 13. Does Any One Know How Can We Stop The Material Changes To Flow From Crm To Cdb?

    Answer :

    If you do not want to download all the materials from CRM to CDB then disable the MOBILE BRIDGE for Product download.

    If you want it specific for particular material types then you need to enhance the Mobile Bridge Adapter not to map those material types.

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  23. Question 14. What Is The Username And Password For The Installed Client? If I Need To Create A Username And Password, What Do I Need To Do?

    Answer :

    If you have installed mobile client with demo database, ID/ PW will be “crmuser/crm”.

    But, for an empty database, you have to assign SiteID and create ID/PW using ‘SMOEAC’. Then, try to connect transactions in order to sync the data from CDB to the empty database. From there, you may log on successfully.

  24. Question 15. Can We Get Price For The Products By Maintaining Condition Types In Crm Without Connecting To Ipc?

    Answer :

    You can maintain condition records in CRM but you will need to IPC for pricing determination.

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  26. Question 16. Could You Tell Me The Transaction Used For Reaching The Landing Page For The Web Client From The Gui In Crm V4?

    Answer :

    If you are talking about BSP page, do the following:

    1. /nSE80 2. Choose ‘BSP Application’ 3. Find ‘CRM_BSP_FRAME’ 4. Choose select.htm under ‘Page with flow logic’

    This page will guide you to choose one BSP application.

    An alternative solution will be:

    Open the WebClient from a browser, not the SAPGUI. As usual, the link depends on the server and ports you have it installed on.

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  28. Question 17. What Is The Typical Landscape For A Crm Project? What Is The Maximum Number Of Landscapes That You Have Worked On In A Project?

    Answer :

    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.

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  30. Question 18. What Is The Difference Between Technical Consultant And Functional Consultant With Respect To Their Roles And Responsibilities?

    Answer :

    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.

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  32. Question 19. Explain The General Ways Of How A Crm Can Be Enhanced?

    Answer :

    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).

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  34. Question 20. How Do Modification-free Enhancements Work?

    Answer :

    You can perform modification-free enhancements at predefined positions in code.There you have anchor points or enhancement options, as they are called in the terminology.At these points you can insert your enhancements. You can do this without changing the compilation unit that you are enhancing.The inserted implementations are processed at the appropriate position in the compilation unit, but they are themselves not part of this unit.

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  36. Question 21. We Are Planning To Implement Employee Interaction Centre (eic). We Can Do It Either In Crm Or Erp. What Is Your Advice?

    Answer :

    If the focus is on native HR functionality requiring process depth within your EIC service offering, then the ERP option is recommended.

    Relevant functionalities not yet available with the SAP CRM EIC deployment option include the handling of concurrent employment scenarios employee authentication integration to HR processes and forms.

  37. Question 22. We Sell Computer Hardware, And Need To Log Customer Technical Issues. We Have Been Debating Whether To Use Service Tickets, Service Order, Complaints Management Or Cases. Could You Explain What Each Of These Are And When They Might Be Used?

    Answer :

    Service Ticket Management -The service ticket is the most common type of service-related business transaction.

    Service tickets are commonly used as the default transaction for logging product defects, bugs, or any other technical issues.

    After creating a service ticket as a follow-up transaction to the interaction record, agents can perform technical analysis of problems (using multi-level categorization) and provide solutions within defined service-level agreements (SLAs). If necessary, agents can also dispatch or escalate service tickets to second-level support using pre-defined business rules.

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  39. Question 23. What Is The Difference Between Interaction Record And Other Business Activities?

    Answer :

    When an interaction record is created the system creates an ‘anchor’ document flow link (relationship type INTO with object type CRMCICANCH). This differentiates an interaction record from all other Activity Business Objects (BUS2000126).

    This additional anchor is used in navigation: when navigating from the interaction history or inbox to an interaction record, the system will use this anchor to determine whether an activity is of type interaction record or not. An interaction record typically has other screens than a normal business activity.

    The BW extractor makes also use of this anchor object to differentiate interaction record related statistics from regular business activities.

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  41. Question 24. We Are An Existing Sap Crm Customer Upgrading To Sap Crm 7.0 And Are Debating Whether To Convert All Of Your Pending Interaction Center (ic) Service Tickets To The New Crm Web Client Service Request Format. What Would Be Your Advice?

    Answer :

    Prior to SAP CRM 7.0, the service ticket was the business transaction recommended by SAP for service issues related to the Help Desk in the IC.

    However, as of SAP CRM 7.0, SAP introduced a new business object type called the service request, which can be used in the Interaction Center, as well as in other CRM business roles such as the Service Professional role.

    New customers should use the service request rather than the service ticket.

    Existing customers who are already using the service ticket should migrate to the new service request when possible (although you can still continue to utilize the IC service ticket). In order to facilitate the migration, it may be necessary to create a custom report to handle the conversion of open (pending) service tickets to service requests.

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