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0 Interview Questions
with Answers
SAP CRM interview questions can cover a very wide range.
Here is a sample of questions that a typical CRM functional Consultant can be ex
pected to
face.
Q 1. What is the typical landscape for a CRM project? What is the maximum
number of landscapes that you have worked on in a project.
A. 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 box
es.
- UI Configuration Tool
Allows to make changes such as:
Adding or removing fields
Changing field labels
Adding Headers
Making fields mandatory
Displaying assignment blocks (direct, lazy)
Customer specific changes to the UI must be performed using a Role Configuration
Key
SAP's direction is to establish one common shared services platform based on CRM
technology and other SAP Business Suite components to offer functions following
the
latest business trends such as multi-functional shared services.
The CRM technology will thereby be further leveraged to build this shared servic
es platform
in additional to providing functional enhancements for comprehensive scenario co
verage
across shared service center topics.
Complaint Management
Complaints are a very specific type of service transaction. In SAP CRM, complain
ts are
created as follow-up documents to support product returns, exchanges, or refunds
. A
complaint is appropriate when a customer has a problem or issue with delivery sh
ipment
or billing invoice.
Agents can create a complaint from a reference document such as sales order or b
illing
invoice. Agents can also generate appropriate follow-on tasks such as credit/deb
it
memos, QM notifications, free-of-charge shipments, and returns.
In SAP, complaints are NOT used to record situations in which a customer is call
ing to
"complain" about bad service or defective products; rather interaction records a
nd service
tickets are best suited for such situations.
Case Management
Cases are also a very specific type of service transaction.
In SAP CRM, cases are created as follow-up documents to group together multiple
documents or objects related to a single root cause or issue.
For example, a company might create a case for keeping track of all of the servi
ce tickets
related to a particular product recall, service outage, insurance claim, crimina
l
investigation, etc. Cases are not created to log individual customer issues or p
roblems;
rather service tickets are typically used for such situations.
Q 7. What are the difference between Interaction Record and other Business
Activities?
A.
When an interaction record is created the system creates an anchor' document flow
link
(relationship type INTO with object type CRMCICANCH). This differentiates an int
eraction
record from all other Activity Business Objects (BUS2000126).
This additional anchor is used in navigation: when navigating from the interacti
on history or
inbox to an interaction record, the system will use this anchor to determine whe
ther an
activity is of type interaction record or not. An interaction record typically h
as other screens
than a normal business activity.
The BW extractor makes also use of this anchor object to differentiate interacti
on record
related statistics from regular business activities.
Q 8. 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?
A.
Prior to SAP CRM 7.0, the service ticket was the business transaction recommende
d 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 othe
r 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 th
e 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 c
ustom report to
handle the conversion of open (pending) service tickets to service requests.