25+ Tricky SAP CRM Interview Questions with SMART ANSWERS
SAP CRM Interview Questions and Answers

25+ Tricky SAP CRM Interview Questions with SMART ANSWERS

Last updated on 04th Jul 2020, Blog, Interview Questions

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SAP CRM is one of the key modules in an organization which deals with handling customers effectively and efficiently. In today’s competitive market environment, it is necessary that companies make changes in a dynamic environment and take care of all the key activities related to customer service.

1) What is SAP CRM?


SAP CRM (Customer Relationship Management) is a software tool provided by SAP to support end to end customer related supports. It handles various activities like invoicing, delivery, decision making, accounts receivable and so on.

2) Mention what are the master data in SAP CRM?


In SAP CRM, the Master Data is basic data about your customer which can be shared amongst different modules.

3) Explain what is Activity Journal?


You can record and update information from customer visit or telephone call in Activity Journal.

4) Mention what is the standard transaction type for Quotation?


The standard transaction type for quotation is AG, and the item category is AGN.

5) Explain what is text determination in SAP CRM?


In CRM, text can be used to exchange and information between the customers, partners or between the users. Text can be created for customer master, sales document header and item, billing document header and item and so on.

6) Explain what is Actions in SAP CRM?


“Actions” in SAP CRM are a way to add functionality to objects. For example, to send quotation to the customers from the quotation document, you can use Actions. Another use of actions is, for instance, creating in follow on document.

7) Explain what is the prerequisites to create an opportunity?


Lead is the pre-requisites for creating an opportunity. Once it is qualified as a hot lead then, it is send through workflow and then opportunity is created.

8) Explain what is logical links in SAP CRM?


The navigational bar in SAP CRM has two level menu structure. The top level menus are referred as work centers, and these work centers contain logical links that point to the actual CRM application. Below the two-level menu system, there is a set of logical links which enables the CRM user to directly create the CRM business object. These links are referred as direct links. Logical link allows navigation to different pages.

9) What is the package that you use to save the OD profile?


To save the OD profile, we use $tmp.

10) Explain what are adapters?


A CRM middle ware is used for the exchange of data between the CRM system and connected ERP system. It is also used to assign data and convert it into various formats and to connect with external systems.

11) Explain SAP CRM and explain why these are used by companies?


SAP CRM handles customer efficiently and is considered to be a really great organization module. The changes which are made by companies are made in a really competitive environment and so it is necessary that these changes be dynamic in nature. Customer services should be handled really carefully. This software tool helps the company to manage all their business and also handles tasks related to customer service really efficiently. Both medium, as well as large-scale organization, consider CRM to be the key factor in their business strategy which helps them in making a better understanding of the needs of the customer. All the customer-related business processes and the customized services are carried out with the help of SAP CRM. This tool is said to be a part of the SAP ERP business suite. This tool can also help for the integration with the SAP systems as well as non-SAP systems. Customer satisfaction is achieved greatly by this tool SAP CRM which successfully provides the products which are required by the customers.  

12) Define the term ‘Opportunity” in SAP CRM? 


The sales prospect and the sales volume are actually defined as an Opportunity. Requested product or service and also be defined as an Opportunity. Opportunity can also mean sales probability. The possibility of Sales of a product or service can be an opportunity and this can be the result of the sales deal or invitation of bidding etc. 

13) Define the Opportunity Management available in the SAP CRM?  


Opportunity Management is considered to be a very important part of the module of SAP CRM which allows the process of sales to be controlled by it. In the following scenarios, Opportunity Management can be used in sales 

14) Define the term Account Planning? 


Account Planning can be defined as a function which helps in allowing the management of the planned revenues, the contribution of the margin as well as the costs of it. All the cost of discounts by the organization is all managed with the help of Account Planning. This can be well integrated with the SAP ECC and the SAP BI which helps in increasing the data accuracy and the maintenance of the data. 

15) Define Sales Quotation?


For ensuring the delivery of a particular product quantity within a particular time and at a particular price, Sales Quotation are used.  

16) What do you mean by SAP CRM Sales?  


SAP CRM Sales are those components which help the organization to manage the activities of sales of the organization. These activities include sales processing, the productivity of the sales team to be increased and also the increase of the revenue for the satisfaction of the customer. The management of the sales cycle is all managed with the help of this tool.  

17) Define the term Lead available in the SAP CRM?


The sales process has various stages and the very first stage is known as Lead. It is mainly represented by a person who has shown great interest in buying a product. Various marketing lead generation processes like advertisements, trade fairs or direct marketing can help in generating a Lead.  

18) Mention the various categories of Lead?  


With the help of marketing department, Lead can be categorized as Cold, Hot and Warm. Sales department are said to be creating a great opportunity for a lead if that looks promising.  

19) Differentiate between Opportunity and Lead in SAP CRM?


Lead is considered to be Opportunity’s predecessor and that is how both are different from one another. Longer scales of project cycles and sales rep uses opportunities in order to control the project of sales and also is used to maximize the customer’s chance to win and minimize the sales time.  

20) Define an Outline Agreement?


The Online Agreement helps in releasing the services and the products are an agreed condition which was previously discussed. The conditions such as terms of delivery and price are all defined as online agreements which are used for customer retention.  

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    21) What is SAP CRM Web Client UI interface?


    SAP GUI is used to perform administration tasks in SAP CRM. To perform customization and configuration of CRM activities, client tool is recommended by SAP known as SAP CRM Web Client User Interface.

    22) What is Activity management feature in CRM?


    • Activity management in CRM is used to administer the activities assigned to employees in an organization. Data in an activity is important source of information for all the employees that are relevant for that information.
    • Activities in CRM are used to record sales activities. Common activities are email or a telephone call or a customer visit or a follow up call, request to set the status to complete etc. in CRM lifecycle. Appointments, interactions logs can be marked as private. You can also create activities as subsequent documents for a wide variety of other business transactions, such as opportunities, leads, sales orders, or contracts.
    • Activity management can be performed at any time during CRM life cycle. When a customer contract is about to expire, you can make a telephone call to customer (activity) as a follow up document to remind the employee to make follow up call to customer and to check if he is willing to renew the contract.

    23) What is use of performing Availability check?


    • The availability check is used to validate if a product is available to be added in a Sales order. This allows you to perform a check if enough stock is available or can be produced or purchased for the sales order to be placed.
    • Availability check can be performed in different systems and information is transferred to production or purchasing.

    24) How do you calculate tax in billing in CRM?


    The key factor which is used to calculate the tax and for tax determination is tax event. Applicable tax type, tax rate, locations and other factors are determined. It uses decision tree to make tax determination and calculation more simple and transparent. You can also use simulation tool in TTE for tax determination and for testing customizing settings.

    25) What is Rebate Processing function in CRM?


    • Rebate processing is used to process the special discounts that are paid to a customer occasionally. Rebate discounts are based on specific terms and conditions and are defined in rebate agreements. The goal of rebates is to build long-term customer relationships.
    • Rebate processing enables you to define rebate agreements and perform accounting for rebates given during the validity period of a rebate agreement.

    26) What is a Market Plan?


    A Market plan is one of the key component to implement market policy of an organization. They are known as top most element in market project hierarchy and used as a tool for planning of budgets and target in marketing strategy. Marketing plan elements are used to define structure of a marketing plan in form of hierarchies and you can assign campaigns to each marketing plan element.

    27) Can we assign Market plans to Campaigns?


    You can assign marketing plans to each other and campaigns can be assigned to each market plan element but you can’t assign marketing plans to a campaign.

    28) What is Service Request Management?


    Service requests are used to fulfill the service requests submitted by the customer. Companies can use service requests internally where a different department delivers service and also for external customers. Customer can call service desk to open service requests or can be submitted directly by service personnel or by users after logging into the system.

    29) How do you manage customer complaints in CRM module? Where do we raise Return requests?


    • Complaints can be used both in service and sales. Complaints can be created for in-house repair, billing related, returns or any deliveries which doesn’t satisfy the customer.
    • Return can be used for the goods delivered to a customer. A customer can also return a service part for which was not used.

    30) What is an Outline Agreement?


    An outline agreement is defined as an agreement that allows customer to release the products or services at previously agreed conditions. You can define conditions like price, terms of delivery, etc. and these conditions are true for all sales orders that customer creates with reference to sales agreement. These outline agreements are used for customer retention.

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    31) What is the action profile in sap crm? how to use complaints and returns life cycle in service process ?


    Action Profile is a Post Processing Frame work (PPF) which gives some output (like as smart form, fax, document ) on given conditions. And this is used in every place in SAP CRM where we define the Conditions for the successful implementation of the activity. like in Opportunity Management,Monitoring the Activity of the enterprise employees etc.

    32) How to find target group & what is the flow of BP to Target group?


    In marketing to execute a campaign you need a Target group.Target group in simple words is nothing but a group of BP’s. You can create a target group in segment builder (T- code CRMD_MKTSEG).

    33) Explain some example of business object, customizing object, condition object ?


    Business objects are business partner sales order etc customizing objects are customizing country, customizing time zone etc, conditions objects are pricing related

    34) How is the job market for sap crm ?


    Market for CRM not too good it is just ok….The main problem is no one is perfect so we don’t get guidance from anybody…….we have to struggle ourselves.

    35) What is the standard transaction type for quotation ?


    • Transaction type – AG
    •  Item category – AGN

    36) How many tabs are there in navigation bar ?


    • Navigation bar concept comes in WEB UI
    • The navigation bar profile is defined in CRMC_UI_NBLINKS Based on how you define, you can have different work centers for different Navigation bar profiles.

    37) Can we download data from data sets/Info sets ?


    Attribute sets, Info sets, BW query and ELM are the different data sources for segmentation.

    38) How many types of campaign are their ?


    There are different types of campaigns like E-mail campaigns, Call list can be generated, Campaigns can be run to create leads etc.,

    39) What type of Business Scenario you are following in you Project ? Business Scenario means what ?


    Business scenario is nothing but what is the process, like for example how is the CRM application used by your client. Example: for us the sales reps from different location in US raise the sales orders in the CRM system and they flow to R/s and we also implemented the marketing module to run the e-mail campaigns for the product promotions.

    40) Suppose we have created a organizational structure in a non-sap system and how we will transfer this organizational structure to another non-sap systems ?


    Through Batch job we can transfer non spa org structure to another non sap org structure. We can transfer non sap to sap and sap to non sap through

    • Batch Job..
    • check SM36

    To monitor batch job SM37

    41) Define Metadata and how is it used in CRM?


    Metadata is all the data regarding data. CRM has quite a lot of Metadata, which includes the types of field, auditing, optionsetvalue,etc. For retrieving metadata the user is required to use webservices, RetrieveEntityRequest for entity Metadata and RetrieveAttributeRequest.

    42) Can we integrate SAP CRM with social networking sites?


    Yes, SAP CRM can be integrated with various social networking sites. SAP CRM uses social media to enhance customer engagement.

    43) What do you mean by SAP CRM Web Client UI interface?


    SAP GUI is typically used to performing various administration tasks in SAP CRM. For performing customization and configuration of CRM activities, the client tool is advised to be used by SAP known as SAP CRM WebClient User Interface.

    44) Define text determination in SAP CRM?


    In CRM, text can be utilized for exchanging the information between the customers, partners or between the users. Text can be created for sales document header, customer master, item, billing document header and item and so on.

    45) Which BAdI is used for configuring the CRM order.


    BADI CRM_CONFIG_BADI is used to configure the CRM order.

    46) Where can table CRMC_PAR_FCT_NAM be customized?


    Currently, there is no specific path in customizing in SPRO for making modifications or adding or removing the partner functions in table CRMC_PAR_FCT_NAM, which is utilized during searching. The user can successfully make changes to the entries in this table directly via transaction SE16, however, any changes to the table this way will be considered as a modification to the standard, and SAP will not be responsible for this. Customer will make the changes at their own risk, to the table in SE16.

    47) How can we duplicate characteristic of an equipment in ECC to an Ibase in CRM?


    The settings for the SetTypes have to be done in transaction COMM_HIERARCHY. This should encompass the set types which is used in CRM.

    48) How to solve “Operation is not allowed (CRM_P_ORD)” in SAP CRM WUI and GUI?


    In order to resolve this error please use t-code OACT and maintain the Document Area: CRM and Content Rep. CRMORDER for Category CRMORDER.

    49) How to verify if the business partner is valid ship to the party?


    User can inquire all about the business partners for each and every order in VBPA when vbeln=order number, parvw=partner kind, kunnr = partner code

    50) How to configure CRM Analytics with SAP BW?


    In order to access BW report via CRM webUI, user have to configure the SSO between CRM and BW (unique hai).

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    51) How can you maintain links between an opportunity and other sub opportunity?


    This can be maintained with the help of project profiles. They are defined in the IMG settings 

    52) What is the significance of Billing relevance field?


    There is no relevance of the Billing field in the Opportunity.

    53) What do SAP CRM Consultants do in real-time?


    Analyze the business requirements according and then configure the ERP.

    54) What are the different organizational determination rule in CRM?


    Rule type responsibilities.Rule type organizational attributes.or

    There are two types:

    • Rule type this is working for read and evaluated.
    • Organisation type which is only read.

    55) What are the prerequisites to create an opportunity?


    Lead is the perquisites for opportunity after qualifying it as a hot lead  then it is send through workflow and then opportunity is created.or For opportunity, we can create 2 ways one for follow-up transaction: For lead or direct opportunity, in follow up transaction for lead you should maintain copy control for lead to opportunity, then if lead is qualify respective levels for the workflow, automatically opportunity will creates. For opportunity, you should maintain sales cycle and phases, and all profile proper way and then follow up for opportunity you should maintain copy control. 

    56) What is Netweaver in SAP & its role?


    Net we over is a SAP component, it is like single sign in sap, using netweaver you can give particular screen to the user, you can log in to any SAP systems using netweaver, it is control by EP consultant.

    57) Mention where in the table you can find the internet e-mail addresses for business partners stored?


    It is in the table ADR6 that you will find the e-mail addresses for business partners stored.

    58) How to delete business partner?


    To delete business partner you can use BUPA_DEL and BUPA_PRE_DA.

    59) Is it possible to change or an organizational attribute within the Organization Model Functionality?


    Via the transaction code AGRICULTURIST, you can change the transaction code. This area is a core SAP configuration screen from here any deleted items cannot be recovered.

    61) What is Organizational Management in SAP CRM?


    Organizational Management in CRM offers you a flexible tool for displaying your company’s task-related, functional organizational structure as a current organizational model.

    62) What are Organizational Objects?


    Objects used for the object-orientated design of Organizational Management when structuring an organizational model. The following object types are available in CRM:

    1. Organizational unit
    2. Position

    63) What is Organizational Management in CRM?


    Organizational Management in CRM offers you a flexible tool for displaying your company’s task-related, functional organizational structure as a current organizational model. Displaying your service or sales and distribution structure is at the forefront of CRM. To work with SAP CRM, you can simply display the organizational units that are relevant for your sales and service-related processes  CRM organizational management has many options for linking to your organizational units: The organizational units (for example, sales organization, service organization) are not already specified: You can include your own organizational levels and leave levels out. The SAP ECC organizational units (for example, sales organization, distribution channel, division, maintenance processing plant) can be assigned as attributes to the organizational units in CRM. These attributes are not mandatory for planning the organizational model. However, they are required for automatically determining organizational data in transactions. You can activate an organization to be used for several scenarios, enabling it to be a sales organization and a service organization at the same time. The organizational model is time-dependent. This enables you to plan organizational changes in the future. Organizational units can occur as business partners. The system automatically creates a business partner record for an organizational unit with the organizational unit role. 

    64) What is Master Data?


    Master data comprise data about basic objects used in business transactions in SAP Customer Relationship Management (SAP CRM) and stored on a long-term basis, such as data on accounts, products, installed bases, or warranties.

    65) What is Marketing Permissions Assignment Block (AB)?


    Depending on your legal requirements, you can use some or all of the following fields in the Marketing Permissions assignment block for accounts and contacts assigned to an account: Communication Channels – Specifies how marketing messages can be communicated, for example by e-mail, letter, or SMS. You configure values for communication media in Customizing of campaign execution. Form of Consent – Specifies how the account or contact communicated the consent information, for example by letter or by e-mail. You configure values for the form of consent in Customizing. Date of Consent – Specifies the date on which the account gave or rejected consent Consent – Specifies the consent status as Given or Rejected 

    66) What are the benefits of CRM?


    CRM benefits are wide-ranging – from higher levels of customer engagement, loyalty, and revenue to lower costs and smarter customer-facing activities. Explore some of the top benefits of CRM systems below.

    1. Increase the sales and revenue
    2. Access deep customer insights
    3. Highly targeted marketing
    4. Boost customer satisfaction
    5. Easy for internal and external collaboration

    67) What is SAP CRM and What it does?


    SAP CRM stands for Customer Relatinship Management. SAP CRM is an SAP tool to support and handle customer related tasks. SAP CRM software that automates and integrates your customer-facing activities like sales, marketing, and customer service. Apart from core functionality SAP CRM also providing additional tools for customer analytics, personalisation, e-commerce, social media, collaboration, and more. The ultimate goal is to drive the best customer engagement.

    68) How can links be maintained between various sub opportunities and asingle opportunity? 


    Project profile can help in maintaining the link between an opportunity and other various sub opportunities.  

    69) How can CRM business partners be mapped with the R/3 businesspartners?


    PIPE track or transactions like SMOEAC can be used in order to map these two types of Business partners.  

    70) What do you mean by Rebate Processing? 


    Sometimes customers get discounts and these are processed with the help of Rebate Processing. Rebates or discounts are provided on the basis of certain terms and conditions. It helps in forming a good customer relationship.  

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    71) .Explain what is IPC?


    IPC stands for “Internet Pricing and Configuration.” The IPC carries a set of engines that execute pricing and product configuration functionality in a variety of scenario and sap applications.

    72) .What are the important components of IPC?


    The important components of IPC are:

    • Sales Pricing Engine (SPE)
    • Sales Configuration Engine (SCE)
    • Free Goods Engine
    • Listing
    • Free Goods Engine

    73) .What are the different categories of Lead?


    Leads can be classified into categories: Cold, Warm and Hot by marketing department. If a lead look promising, then sales department can create an opportunity from this lead.

    74) .What is the difference between Lead and Opportunity?


    Lead is different from an opportunity in a manner that it is predecessor of an opportunity. Opportunities are used for more complex and longer sales project cycles, Sales Rep use opportunities to control the sales project and maximize the chance of winning customers and minimizing the sales time.

    75) In real time what SAP CRM consultant to?


    In real time, SAP CRM consultant analyze the business requirements and then configure the ERP.

    78) Explain what is partner function in SAP CRM?


    As the name indicates partner function describes the organization and people with whom the business is done, which includes any kind of business transaction. Partner function includes information like

    • Sold to party
    • Ship to party
    • Bill to party
    • Payer

    77) List out the standard transaction types for sales?


    Some of the standard transaction types for sales are

    • LEAD- lead
    • AG- Quotation
    • Opt-Opportunity
    • OPSM- Sales Methodology
    • TA- Tele Sales, etc.

    78) Explain how you can display the error message in web UI when the user has not entered a specific field?


    To display the error message in web UI, you have to call message class in even EH_on Save. The message class is created in SE91.

    79) Explain what is BDOC in CRM? What are the types or classes of BDOC?


    BDOC or business documents consist of all data’s or information used by CRM middle ware to transfer or exchange data with mobile clients.

    The BDOC classes or types are

    • Messaging BDocs
    • Synchronization BDocs
    • Mobile Application BDocs

    80) In SAP CRM, what is the action profile?


    Action Profile is a Post Processing Framework (PPF) it gives some output on given conditions.

    81) How CRM can handle e-mails from customers?


    SAP CRM provides workflow enabled email processing capabilities. It can retrieve e-mails sent from your customers, route e-mails automatically to appropriate users based on workflow rules, manage multiple attachments in emails, send automatic replies to your customer and so on

    82) What is the difference between CRM and ERP?


    CRM combines sales, contact, marketing, management and customer support. ERP stands for Enterprise Resource Planning; it standardizes and streamline business processes across services, sales, finance, HR management, etc.

    83) Explain Quotation Processing and Order Management life cycle?


    • Quotation processing and order management involves following steps in SAP CRM and ECC system

    Create Quotation

    • A quotation is created in the system to provide the customer. Items are added for this quotation (Performed in SAP CRM).

    Enter Product and configure

    • Next is to enter the products requested by customer. Products can be configured for every item of the quotation (Performed in SAP CRM).

    Check Availability

    • Next is to check the availability of products for every item of the quotation (Performed in SAP CRM and ECC).

    Pricing and Value

    • Next is to add the price of each product and the value of each item (Performed in SAP CRM).

    Send Quotation

    • Next step is to send the quotation to the customer (Performed in SAP CRM).

    84) What are the different standard transaction types for sales?


    Some of the standard transaction types for sales are −

    • LEAD – lead
    • AG – Quotation
    • Opt – Opportunity
    • OPSM – Sales Methodology
    • TA – Tele Sales, etc.

    85) What are the different components under Business Transaction?


    Business transactions are structured as −


    • Header contains the information relevant to complete transaction like BP number, Dates, status of transactions etc.


    • This defines the product to which business transaction relates. Items and sub-items and their status.

    86) What is difference between date rule and completion rule for an Outline Agreement?


    Date rules

    • You can enter contract start date and end date and duration of contract. Dates can be entered manually or you can create date rules for determining start and end date of contract.

    Completion rules

    • Here you define the completion rule like how the system will act on contract when customer release the full quantity of the product.

    87) What is CRM Software? 


    Sales Force Automation

    • Contact management

    Contact management software stores, tracks and manages contacts, leads of an enterprise. 

    • Lead management

    Enterprise Lead management software enables an organization to manage, track and forecast sales leads. Also helps understand and improve conversion rates

    88) What are the Advantages of CRM ?


    Using CRM, a business can: 

    • Provide better customer service 
    • Increase customer revenues 
    • Discover new customers 
    • Cross sell/Up Sell products more effectively 
    • Help sales staff close deals faster 
    • Make call centers more efficient 
    • Simplify marketing and sales processes 

    89) How is CRM changing and what does the business owner need to be aware of?


    At the heart of CRM is the benefit of having the customer record at the center of the data universe rather than multiple galaxies of transactions held in separate, transaction-specific apps. So the innovation lies in new and improved visibility for putting information to use in intelligent decision making. Companies that used to serve 100 are serving 10,000, and with this kind of scaling, better top-level tools and custom dashboards are where I see CRM continuing to morph and advance.

    90)  Who are the newcomers to the CRM landscape?


    It is such a hot area right now, there are literally hundreds. But two I have been following are Zoho and High Rise. Both are niche vendors that have garnered great contact lists with their other products and created relatively simple implementations for their clients and others. They both illustrate the fact that CRM is no longer esoteric — it is going mainstream, which is a great thing for business, particularly customer service and data security.

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