In this Tutorial, we have provided the most important SAP CRM Interview Questions & their answers with explanations:
Did you know that the SAP “Customer” arena is undergoing a huge transformation lately?
Soon, in the near future, SAP plans to go forward with C/4HANA integration with anything related to Customers. It is also interesting to know that SAP will join hands with other software in the SAP product space such as Hybris, Callidus Cloud, Gigya and has also bought core systems FSM AG, which is a field – service-oriented software.
Hence, it goes without saying that SAP CRM jobs will continue to remain much in demand and SAP CRM consultants should keep up to the pace.
If you are preparing for an interview in the field of SAP CRM then given below are some important SAP CRM interview questions and answers, that you should know to ace your interview.
Most Frequently Asked SAP CRM Interview Questions
The questions are arranged in a gradual progression in the level of work experience.
Q #1) Why do you think SAP CRM is important from a business perspective?
Answer: Yes, SAP CRM is important from a business perspective as it is known to handle customers efficiently.
The following are a few of the reasons, why it is considered important:
- Nowadays, several dynamic changes are made by companies, that too in a competitive environment. Corresponding to this, Customer services should also be handled really meticulously. SAP CRM not only helps the company to manage all their business but also handles tasks related to customer service in an efficient manner.
- Ranging from medium to large-scale organization, CRM helps in a better understanding of the needs of the customer.
- SAP CRM carries out all the customer-related business processes and customizes services.
- Being a part of the SAP ERP business suite, it integrates with the SAP systems as well as non-SAP systems, thus enabling a higher rate in customer satisfaction.
Q #2) Enlist the differences between CRM and ERP?
Answer: The difference are enlisted in below table:
|Stands for Customer Relationship Management||Stands for Enterprise Resource Planning|
|Broadly deals with Marketing Integration||Broadly deals with Accounting|
|CRM can be known as a Subset||ERP can be considered as a Superset|
|Centre of the focus of CRM is on increasing sales||Centre of the focus of ERP is on reducing costs|
|CRM emphasis on Channel Management||ERP emphasis on Supply Chain|
Q #3) Define the role of SAP CRM Functional Consultant?
Answer: There are certain basic responsibilities of a CRM Functional Consultant, and some of them are listed below:
- To configure the SAP CRM system as per the requirement of the clients.
- To collect all the requirements from the client.
- To understand the complete Clients Business Process.
- To successfully map SAP CRM processes with the Business Processes.
- To analyze the requirements with regards to SAP CRM.
- To co-ordinate with technical term members for the technical requirements.
Q #4) How can one understand the CRM?
Answer: SAP CRM can be understood as a logical box that includes components, which help the integration process of the CRM module with several other non-SAP as well as SAP modules. For instance, cell phone devices, the Internet, mobile clients, etc.
The SAP CRM server components are:
- CRM Middleware– It is an inbuilt tool in SAP CRM that helps the system to interact with SAP and non-SAP systems.
- CRM Enterprise Functions
- Adapter: These help in data exchange between the CRM middleware and the external system with the help of the Internet.
The other SAP CRM key components are as follows:
- SAP SCM
- SAP ERM server like for example, CRM Enterprise, Adapter, and CRM Middle Ware
- SAP ECC (backend system)
- SAP BI (analytical reporting)
- Enterprise Portal
- Mobile devices
- Other hand devices
The same can be understood by the following image:
Q #5) Can you state a few components in the software tool of SAP CRM?
Answer: While working with SAP CRM, the following components are used:
- SAP CRM Sales
- SAP CRM Analytics
- SAP CRM Marketing
- SAP CRM Service
- SAP CRM Interaction Centre IC
- SAP CRM Web Channel like CRM Mobile and E-Marketing, etc
- SAP Hybrids
Q #6) On which version of the SAP CRM, you have hands-on experience?
- SAP CRM 2008 (7.0). It was released in the year 2009.
- SAP CRM 2007 (6.0). It was released in the year 2007.
You need to answer this as per the version of the SAP CRM you have used.
Q #7) In the practical scenarios we have to integrate SAP Sales and Distribution and SAP CRM module. Why do you think it is required to do so?
Answer: That’s because SAP SD and CRM modules in both the SAP ECC and CRM are integrated together. Having them synchronized in terms of configurational areas would be more beneficial.
Q #8) Can you quote a practical example for the above question?
Answer: In the example of an organization model, the sales area is defined such that one should use in CRM and later should check-in SAP ECC system.
We know that the sales area holds components such as:
- The Sales Organization
- The Divisions
- The Distribution channel
Now, the above has to be downloaded from the sales arena to the ECC system.
However, this can be performed only when you configure the CRM module. You also need to verify the configurational data, which is in ECC, before setting up in CRM.
Q #9) What do you mean by SAP CRM Web Client UI interface and how do you open it to use it further?
Answer: It is understood that to perform several administration tasks in SAP CRM, we have to use the SAP GUI. But given one has to customize and configure the CRM activities, the client tool is used as it is a recommendation by SAP.
Coming to the question about opening and further using it, we need to simply log in to SAP CRM WebClient through the SAP GUI, using the ‘CRM_UI ‘ as a Transaction code.
Q #10) Why do we perform configuration in CRM Client Web User Interface and how is it done?
Answer: If one wants to add new fields, change the layout, add tables, etc. to the existing applications or wants to perform certain enhancements, Web UI along with some application enhancement tools can be used.
As we know, in day to day scenario, companies avoid using standard or default applications. Hence opt for customizations.
Therefore at these times, the following tools can be used:
- Web UI Configuration tool
- Application Enhancement tool
Q #11) What are the important module functions under the CRM Service?
Answer: The important module functions are as follows:
- Service Order Management
- Service Ticket Management
- Complaint Management
- Case Management
- Product Registration
- Knowledge Search
Q #12) What are the partner functions available in the SAP CRM? Name a few that you are aware of.
Answer: In easy words, Partner Function is a term used in the system which describes the people and organization with whom the business is carried out and are involved in any kind of business transaction or deals.
The below information is included in the Partner Function:
- Sold to Party
- Bill to Party
- Sold to Party
Q #13) How will you verify if the business partner is a valid ship to the party?
Answer: In order to verify the same, the user can inquire about all about the business partners. This can be done for each and every order in a standard SAP Table which is VBPA.
vbeln =order number,
parvw =partner kind,
kunnr = partner code
Q #14) Explain the terms “opportunity” and “opportunity management”.
Answer: Opportunity is nothing but the sales prospect, the sales volume, and sales probability. In other words, the requested service or requested product is called as an Opportunity.
This can be a by-product of the sales deal, invitation of bidding, etc.
Opportunity Management allows the process of sales to be controlled and can be used for the below scenarios:
- For identifying the requested services and products.
- The budget of sales prospects.
- The potential sales volume.
- The probability of profits that can arise out of sales.
Q #15) Do you know what is Activity management feature?
Answer: Activity management in CRM comes in picture when one has to administer the activities assigned to employees in an organization.
Activity Management can also be found helpful while recording sales activities.
In addition to this, a couple of common activities too can be recorded that include, sending of an email, making a telephone call, and so on.
Q #16) We know that SAP CRM Sales helps the organization to manage end to end sales cycle but what are the other key functions in CRM Sales?
Answer: The key sales functions that are performed in SAP CRM can be stated as follows:
- Organizations can perform sales planning and forecasting. By doing so it helps them forecasting and planning their revenues, item quantities.
- Sales managers define the territories on the basis of criteria. Organizations then can identify prospects for each territory.
- Management of travel and expense can be supervised and done.
- Efficient tracking of the progress can be achieved from the very start to the end.
- To develop, implement, and manage compensation plans.
Q #17) What is a Sales Quotation?
Explain the Quotation Processing and Order Management Lifecycle?
Answer: Sales quotation is generated to ensure the following:
Quotation processing and order management involves the following steps:
- Create Quotation: A quotation is created in the system so that it can be provided to the customer.
- Enter Product and configure: Products requested by the customer are entered and configured.
- Check Availability: The availability of products for every item of the quotation is checked.
- Pricing and Value: The price of each product and the value of each item is added.
- Send Quotation: The quotation to the customer is sent.
Q #18) State the different standard transaction types for sales?
Answer: Transaction types are:
- LEAD: Lead
- AG: Quotation
- Opt: Opportunity
- OPSM: Sales Methodology
- TA: Tele Sales, etc.
Q #19) What is the term in SAP CRM, that can be used for keeping track of the sales project when it splits into other sub-projects?
Answer: Opportunity hierarchies is the term that can be used when tracing sales projects and can be used to link the same. Also, for connecting the sub-projects in addition to sales projects, opportunities can be used.
Q #20) What do you understand by the Account Planning Function and can it be integrated with the SAP ECC and the SAP BI?
Answer: A function that allows proper management of the planned revenues along with the contribution of the margin and the costs of it, is known as the Account Planning Function.
Yes, it can be integrated with the SAP ECC and SAP BI. By doing so, the accuracy of the data and its maintenance can be achieved.
Q #21) Are the terms Opportunity and Lead in SAP CRM the same? If not, then what are the differences?
Answer: The terms Opportunity and Lead in SAP CRM are the same.
In the sales process, the first stage is known as Lead, which is mainly represented by a person who has shown great interest in buying a product.
However, Lead is considered to be Opportunity’s predecessor and hence are different from one another.
Q #22) Is it possible to integrate SAP CRM with Social networking sites?
Answer: Yes, and by doing so, it will enhance customer engagement.
Q #23) What are the Meta Data and Master Data in SAP CRM?
Answer: The Master Data is basic data about your customer which can be shared amongst different modules whereas, metadata is all the information about data which essentially consists of the types of field and auditing plus optionsetvalue, etc.
Q #24) What is BADI CRM_CONFIG_BADI used or in SAP CRM?
Answer: It is used to configure the CRM order.
Q #25) Explain text determination.
Answer: In CRM, the text is used for exchanging the information. The customers and partners or even between the users, regular exchange of data takes place. While the creation of the sales document header, customer master, billing document header, etc also takes place.
Q #26) Enlist a few distinguishing factors between Normal Texts, Log Texts, and Logs.
- Normal Texts are the text types that don’t have to be logged. In fact, they are not the log itself and are saved in the database along with the normal text name.
- Log Texts are the texts which have been written to the log. Also referred to as “loggable long texts”, Log texts are saved in the database along with both the normal text name and a time stamp.
- Log (also called the “History”) is a different text type. This is essentially not saved in the database and cannot be modified hence is set up dynamically.
Q #27) Is there any specific path for customizing SPRO and for making modifications to the partner functions in table CRMC_PAR_FCT_NAM?
If not, then how can the user make successful changes to the entries?
Answer: For now, there isn’t any specific path that is used during the search.
Nevertheless, the user can continue to make changes to the entries in the table using the SE16 transaction. But the customer will make the changes at their own risk, to the table in SE16 and any changes to the table this way will be a change to the standard.
Q #28) What are the types of business transactions and business documents?
Answer: They are as follows:
- Synchronization Business Documents
- Messaging Business Documents
- Mobile Application Business Documents
There are broadly two types of Business Transactions:
- Header: Data encompassing the complete transaction. For example, BP number, transaction status, and dates.
- Items: This includes the status of the items in addition to the business transaction’s product.
Q #29) What do you understand by the outline agreement?
Answer: Every customer releases the products or services at previously agreed conditions.
The same is documented in the form of an outline document. The outline agreement also lets you define conditions like price and also the terms of delivery, etc. This condition can be applied to all sales orders that the customer creates. Having said that, the outline agreements are therefore used for customer retention.
Q #30) When talking about the Outline Agreement, how will you explain the date-rule? Also, what do you know about the completion rule?
Answer: The Date-rule is explained by producing both the contract start date as well as the end date and duration of the contract manually. If not this then date rules can be created to determine the start, end date.
Here, you take care of the definition of the completion rule. When we say completion rule, we mean scenarios like the system act on the contract given a specific customer behavior.
Q #31) Have you calculated tax, in billing, in SAP CRM?
Answer: Tax event is a key factor that helps to calculate the required tax and to determine tax.
Applicable tax type, locations, and other factors, the tax rate is also found out using this. A decision tree is further used for determining and calculating the tax. In addition to this, there is also a simulation tool in TTE. This can be used for determining and customizing testing settings.
Q #32) Explain the Rebate processing Function in SAP CRM in Brief.
Answer: When there are some special discounts that are paid to a customer occasionally with an objective to build a long-term relationship, Rebate processing is used. The same rebate discounts are based on specific terms and conditions and are defined in rebate agreements.
To access Rebate processing in CRM WebClient UI or to accesses a few of the features, one can do it via the SAP Easy Access menu.
To activate/deactivate the rebate processing, following are the steps:
- Go to SPRO ->
- IMG ->
- Customer Relationship Management ->
- Rebate Processing ->
- Activate/Deactivate Rebate Processing.
Q #33) Quote some of the mandatory functions, function modules, and T-codes of IC WebClient, Marketing, and Base Customization that you have used.
- CR100: CRM base customizing
- CR600: Marketing and Campaign management
- CR400: IC Winclient
- CR410: IC WebClient
Q #34) How do you manage customer complaints in the CRM module? When do we raise Return requests?
Answer: Complaints can be used both in service and sales. It can be significantly created for numerous reasons. Taking examples of a few such as in-house repair, billing-related issues, returns or any deliveries issues, and so on.
Returns, as we all know can be used for the goods delivered to a customer, and along with that, a customer can also return a service part for which was not used.
Q #35) What do you understand by the Service Agreement?
Answer: Service contracts contain the scope of services and are defined as service agreements with customers for the specified scope of services in a defined time frame.
We can also say that the Service contract consists of detailed information that has been agreed upon with the service recipient. The following are some examples:
- Regular service checks or servicing for devices that have been sold or rented for a defined time.
- Expenses involved in the routine tasks in Service for a defined time.
- Certain agreed-upon conditions under which the contract can be canceled.
Q #36) In which version of SAP CRM the Service Ticket and Service Request was introduced?
Answer: Service Ticket was introduced in CRM 4.0. It was a variant of IC interaction Centre service order business transaction. Service ticket provides add on industry service to support service desk scenarios.
Service Requests are available in CRM 7.0. Enhanced features like multilevel categorization, knowledge articles and master service requests were introduced.
Q #37) What do you mean by CRM Marketing, Market Plan, and Marketing Calendar?
CRM Marketing: It is one of the key components of Customer Relationship Management which is being used widely to plan all marketing-related activities centrally. After implementing all marketing-related activities successfully across the organization, the marketing function involves analyzing the market segments. Once that is done the identification of the valuable customers starts.
Market Plan: Being the topmost element in the market project hierarchy, a market plan is an important parameter to implement the market policy of an organization. It is used as a tool for planning budgets and targets in the marketing strategy.
Marketing Calendar: An integrated tool to manage information about marketing activities within a defined time period is known as Marketing Calendar. It helps to create new activities, change, or display existing activities directly from the calendar.
Q #38) Have you ever encountered “Operation is not allowed (CRM_P_ORD)” in SAP CRM WUI and GUI? How can it be solved?
The transaction code OACT helps:
- For maintaining the Document Area: CRM and Content Rep.
- For Category: CRMORDER is used.
Q #39) How do you think the user can update Product Category Description in different languages via Data Workbench?
Answer: Following are the steps:
- Go to the Data Workbench work center.
- Go to the Tab Export.
- Search for Product Category Description.
- Export the records that one wants to update.
- Finish the process of export.
- Go to the Tab of Monitor for downloading the required file.
- In the exported file, removing the values for column “ObjectID”.
- Maintain the language code and describe it in a different language as per the requirement.
- Upload the above file in the Update work center view of Data Workbench, using the Product Category Description Object.
This tutorial was an attempt to cover some important SAP CRM interview questions and answers, that you should know to ace your interview. They will help you satisfactorily answer questions during the interview.
Suggested reading =>> SAP Hybris Interview Questions
With every interview, you will earn new experiences, lessons, and interview questions, hence the more interviews you attend, the more confidence you will get.
Hope readers find this article useful. We wish you all the very best!