SAP CRM FUNCTIONAL INTERVIEW QUESTIONS AND ANSWERS

Text Determination Process in SAP CRM | Configuration of TDP in SAP CRM | Text determination procedure by Krishna

noreply@blogger.com (Krishna) — Sun, 15 Feb 2015 14:22:00 +0000

Text Determination

There are three Elements to configuring Text in SAP CRM

Text Types
Text Determination Procedure
Access Sequences

1>Define Text Type

[Menupath: Spro > SAP Ref. IMG> CRM > Basic Functions > Text Management > Define Text Objects and text types>Choose “Text objects and IDs > Click “Change Mode” >doubleclick (CRM_ORDERH- (transaction header) > Create

Text Object: ZAN1

Description: Customer Related Info

Editor Application: TX

Line Width: 040 132

Save.]

2> Define Text Determination Procedure

[ Menupath: Spro > SAP Ref. IMG > CRM > Basic Functions > Text Management > Define Text Determination Procedure > Position: CRM_ORDERH > Select : CRM_ORDERH > Double Click “Procedure” > New Entries >

Text Det. Proc.: ZANIRBAN

Dsccrptn Proc.: TEXT DET. PROC. ANIRBAN

SAVE.

Double Click: “Definition of Procedure” > New Entries >

Text Type: ZAN1

Sequence: 10

Enter> SAVE.]

3> Assign the Text Determination Procedure with the Transaction Type.

Actions in SAP CRM | Configuration steps in action profile SAP CRM | Action profile process by Krishna

noreply@blogger.com (Krishna) — Sun, 15 Feb 2015 11:38:00 +0000

Within SAP CRM, actions are pieces of logic that are related to a transaction. They are executed conditionally, either automatically or manually. Examples of actions are: sending out an order confirmation after saving the order, creating a follow-up task when a certain status has been set, or completing an order after a period of time. These actions are all available in the standard system, but you can easily create your own actions and assign them to your own pieces of logic (called: action method) and conditions. Besides giving a quick overview of what actions are about in this blog, I’d like to share some ‘expert’ tips and tricks that I’ve learned over the years, including action profile determination, a relatively new and little known functionality that was introduced in CRM 7.0. In this blog, I'll focus on action profiles and action determination. In the next blog, you'll read all about action conditions.

Action profiles

Actions are defined within an action profile, which in turn is linked to a transaction type or an item category(see also the next paragraph on determination). In the action, you can set up a number of parameters, including:

1. When the action should be executed (manually/automatically, for instance)

2. Whether the action is partner dependent or not (and, if so, for which partner function)

3. How often the action should be executed

4. What should the action do? Options include:

1. send out a mail/fax/print

2. execute a method (either standard or self-made)

3. trigger an alert

Example of action details

Common profiles

If you want to reuse action profiles you can setup a common profile and assign it to other profiles. This can be very helpful if you have some (but not completely) overlapping action requirements for similar objects. Maybe an example clarifies this:

· In a quotation you’ve set up two item categories. In both cases, you’d like a follow-up task to be created in case the item status is set to ‘Lost’.

· In only one of the item categories, you’d also like to setup an additional action send out an e-mail too.

You should then create one common profile with the follow-up task action, and create two action profiles in which this common profile is linked. In one action profile, you also set up a second action for sending out the mail. Advantages of such a setup with a common profile include:

1. unique actions can be maintained more easily, and

2. additional requirements can be made available with less effort (think of a third item category with yet another combination of actions).

Setting up common profiles

In the picture above you see how to work with common profiles. Creating a common profile is simple: you create an action profile and flag the Common Profile-flag. You can then select the profile for use in a normal action profile.

Hint: conditions are setup for the 'complete' profile, i.e. a combination of the actions from the used common profile andthe actions of the normal action profile. So: you can reuse a common profile in several action profiles and still have flexibility in the prerequisites (conditions)!

Action profile determination

In older versions of SAP CRM, you could simply assign an action profile to a transaction type or an item category. Once linked, every new object would include all the actions of the profile that is linked to it, and that's that. Being quite rigid, this sometimes necessitated the creation of another item category or transaction type, only because you needed more flexibility. This has been overcome by the introduction of action profile determination.

Where to find action profile determination in IMG

The principle is quite simple: instead of linking an action profile directly, you can opt to link an action profile determination procedure to a transaction type or an item category. It works exactly like a price procedure: you can use fields from the field catalog to set up condition tables and you set up a number of access sequences to find the correct action profile(s). Please note the (s) in the last sentence: it is possible to find multiple action profiles, or to both assign a profile directly and have one found through the determination. This can easily be called a small revolution in action customizing in CRM: it is now no longer required to put all the actions you need in one single action profile! Companies can use action profiles in much more flexible ways by combining the action profiles they need in specific scenarios. I've used this determination technique to be able to have one single item category with different action profiles based on the product that was entered. In the example below you see how this was done. Please note that in this case, we put the product ID directly into the condition, but you could also use product groups or hierarchy levels to set up this functionality. Because a field catalog is available, you can use any of the fields you use in pricing to determine action profiles.

Example of determination

The picture above shows how action profile determination works. As usual within SAP CRM, the logic at runtime needs to be configured the 'other way around':

1. Create or re-use one or more condition types

1. You can create your own condition tables

2. Do not forget to link the condition type(s) to a (new) condition maintenance group

2. Create the conditions

1. This can be done via general condition maintenance

3. Setup an action determination procedure

4. Assign the procedure to the transaction type or item category

In the previous blog I've discussed how action profiles can be set up and how it is possible to reuse actions and be more flexible in determining profiles through common profiles and action profile determination.

Now, let's turn to action conditions. Especially if you plan to use a lot of actions in your processes, setting up conditions the right way will prevent performance problems and allow for future reuse.

Action conditions

So, actions have been created and correctly linked (or determined) via the profile. Time to focus when to execute them. This is done with action conditions. You can base them on attributes from the transaction or item at hand. Probably most often used are attributes like user or system status, priority, or a milestone.

There's a few tips and tricks here that I'd like to share, but let's start with the difference between the two types of conditions that are available in SAP CRM.

Schedule vs start conditions

Schedule conditions define when an action is put on the list of executable actions within the object. Once it is put there, it will be executed as soon as the start condition is met.

· By not assigning a schedule condition, the action will be added to the list of executable actions automatically or manually.

· By not assigning a start condition, it is possible to execute the action automatically or manually.

This seems quite straightforward, but there's more to it:

1. Once an action is scheduled, it will be considered during a (background) run of the action selection report. This impacts performance of the jobs you plan to use.

2. If you want to tirgger actions based on a milestone (e.g., contract end date has passed), you should use a Start Condition: schedule conditions are only checked if there is a change in the transaction and this means that the contract end date has long passed before the transaction is 'touched' again and the action is finally executed.

3. You can assign both a schedule and a start condition to one action. In such cases, the start condition is only considered if the action's schedule condition was fulfilled.

As these points show, there is a conflict here: using too many schedule conditions may impact performance, but only using start conditions disallows you to plan actions based on milestones. Later, we will look into the solution that SAP provides for this, and milestone-based actions in general. Let's first discuss setting up conditions in general, and running a background job.

Setting up action conditions

When you click on Define Conditions in the customizing, you will see the following screen:

Action Condition Maintenance

I won't go into all the details of this screen, but I would like to highlight a few elements:

· with the Technical Names-button you can switch between the description of the action and action profile to the technical names. This can be very handy if you have non-unique descriptions

· setting up conditions is done with an editor in which you link attributes to values with help of expressions.

· you can reuse conditions after you created them (you can get an overview of all conditions by cllicking on theSchedule Conditions or Start Conditions-buttons).

o Reusing conditions is particularly useful if you are using common profiles. As highlighted in my blog on action profiles, common profiles can be used to reuse actions in various action profiles without having to configure them again and again. These embedded actions' conditions need to be set up per action profilethat uses them. By reusing these conditions, you can easily do this.

o Please note that reusing conditions is only possible within:

§ the same type of condition (schedule / start)

§ the same item category

o As a general rule of thumb you should consider a naming convention for your conditions (e.g.: [item category] [description of condition]). Too often you see condition names that tell more about the action that they are linked to, than what they actually check. Reusing them will then be quite hard!

· If you want to setup an action without any conditions, you should still add it in this screen (right top corner). If you forget this, the action will not work.

Executing actions

Now that the action profiles, its actions and conditions are set up, it is time to see how actions are executed. As yourecall, there are three moments on which actions are executed:

· Immediate processing:as soon as the action should be executed (either by an automatic or a manual trigger), it will be executed. Typically, an end user is working in the transaction when this occurs.

o This option will lead to wait time for the end user. Therefore, I would only advise it if user feedback is required or if the action is highly time critical.

· Processing when saving the document:when the user or a background process saves the order, the action is executed.

o This option may also impact the end user's experience.

· Processing using selection report: during order processing, the action(s) will only be scheduled. Execution will be done by running the action processing program (transaction code: CRMC_ACTION_JOB).

o Within action customizing you can allow end users to execute the action directly, so they don't need to wait for the program to run.

o Let's look into the action selection report with some more detail.

Action selection report

The selection report can be run once or periodically, both in the foreground and the background. If you plan to run it periodically in the background, you should use set the Processing Settings accordingly

· 'Processing without dialog': if set, the selected actions are executed directly. This should be set in case of a background job.

· 'Restricted Log': will prevent a spool to be created. The action processing logs (that can also be found in SLG1) will still be filled.

You then save these entries as a variant and create a new job via SM36 (program = RSPPFPROCESS). Basically, this sums up how to set up actions. Now I'll focus on some more specific topics: milestone-based actions and the optimization rule.

Milestone-based actions

Setting up an action that should be executed after a period of time can seem quite tricky at first. This is because a number of elements should be correctly setup before the action is actually scheduled at the right moment. These are the things you should get straight:

1. Set up a date profile to calculate your milestone

1. Hint: give different names to the date types and date rules, even though this is not required

2. Be sure to include the standard date rule TODAYTIME in your profile (this will always give the current date+time when executed; we will need it in the next step)

2. In action condition maintenance, create a start condition that checks whether TODAYTIME is greater than or equal to the date type

Start condition with milestone

The picture shows an example of a start condition in which a milestone is checked. Please note that TODAYTIME is shown as &Current Date + Time& when you do not show technical names.

Now let's assume we want to run a hourly background job that executes actions. This would have to check all start conditions with milestones again and again, even if the milestone will not be reached within another 6 months! That's why optimization rules were introduced.

Optimization rules

With help of optimization rules, you can have the background job calculate when the start condition will be met. In the example above, in six months time. The system will write this in a table and, the next time the job is executed, simply skip the start condition because it already found that this condition is not yet met. This functionality improves performance and requires two configuration activities:

1. In the action condition maintenance, select the date type that you want to use as an Optimization Rule. If you look at the previous picture, you can already see that an Optimization Rule was linked.

2. In the action job, be sure to flag the Use Optimization Rules option.

1. Note: typically you run this report in a background job. Make sure to set up the variant attributes like in the picture below. it ensures that each time the job is run, the current date and time are considered.

Using Optimization Rules in action processing

This was the second and last blog on actions. I hope it will help you in setting up actions, and please let me know if you have any questions!

TPM Configuration in SAP CRM | Configuration and process steps of accrual posting process in TPM SAP CRM | TPM Process by Krishna

noreply@blogger.com (Krishna) — Sun, 15 Feb 2015 11:16:00 +0000

In this blog I would like to share my experiences with the configuration and process steps of accrual posting process in CRM trade promotion management (TPM). With regards to the topics covered, I have split this blog into two sections: 1.     Accruals Configuration2.     Accrual Calculation & Posting Process 1.     Accruals Configuration Customer Relationship Management -> Funds Management -> Accruals  1.1     Define accrual reference data typesYou can define the reference data types the accrual calculation methods use.  The standard delivery reference data type is:·         ERP_SV; defines ERP sales volumes as reference data.
·         TPM_PLAN; defines TPM planning data as reference data.
1.2     Define accrual methodsYou can define an accrual calculation method and optional reference data that can be used to calculate the accrual amount.

   There are 6 standard delivery accrual calculation methods:·         Uses Accrual Rate of ERP Sales Volume and TPM Take Rates (ERP_SV): This method calculates accruals based on ERP rebates sales volumes using and TPM take rates. It does not support accrual amounts in upcoming fiscal period (expense forecast).
·         Whole Amount on a Fixed Date (FIXED_DT): This accrual method accrues the amount reserved for the fund usage on the date the accrual posting is performed (fixed date). It supports expense forecast.
·         Fund-Based Amount on a Fixed Date (FUNDFIXD): This accrual method is for fund-based accruals and accrues the entire amount of the fund on the date the accrual posting is performed (fixed date). It supports expense forecast.
·         Fund Usage Amount for Accrual Period (NB_DAYS): This accrual method spreads the amount reserved for the fund usage equally over the number of days that it accrues. It supports expense forecast and requires that accrual start date is chronologically before or equal to the accrual end date.
·         Spread Accrual Amount Using Ref. Data (REF_DATA): This accrual method spreads the amount reserved for the fund usage over the days that it accrues according to the reference data. It supports expense forecast and requires that accrual start date is chronologically before or equal to the accrual end date.
·         Spread Fund-Based Amount Using Ref. Data (FUNDRDTA): This accrual method is for fund-based accruals. It spreads the entire amount of the fund equally over the number of days that it accrues according to the reference data. It supports expense forecast and requires that accrual start date is chronologically before or equal to the accrual end date.
1.3     Define accrual profilesYou can define an accrual profile that references an accrual calculation method and optional reference data.  There are 5 standard delivery accrual profiles:·         Accrue Whole Amount at Fixed Date (FIXED_DT): This accrual profile accrues the amount reserved for the fund usage on a fixed date.
·         Accrue Fund-Based Amount at Fixed Date (FUNDFIXD): This accrual profile is for fund-based accruals and accrues the entire amount of the fund on the date the accrual posting is performed (fixed date).
·         Accrue Amount Equally for Accrual Dates (NB_DAYS): This accrual profile spreads the amount reserved for the fund usage equally over the number of days that it accrues. The number of days can span several periods.
·         Accrue Using ERP Sales Volumes and TPM Take Rates (ERP_SV): This accrual profile accrues ERP sale volumes and TPM take rates using the ERP sales volume agreement accrual rate.
·         Accrue Using TPM Planning Data (TPM_PLAN): This accrual profile accrues TPM planning data.
Customer Relationship Management -> Trade Promotion Management -> Trade Promotions -> Funds Integration  1.4     Funds IntegrationYou can make settings to integrate funds management functionality into your trade promotions.  Under Expense Type to Accrual Profile, select the expense type for a particular promotion type. Select the accrual date range and accrual profile to map to the expense type, by doing so you specify the accrual calculation method for each expense type.If Accrual Profile is left blank, then there will be no accrual for this expense type and its related trade spend. It is recommended to leave this field blank for off-invoice type trade spends, as they only create pricing records and not rebate agreements. Therefore, accruals are not relevant. 2.     Accrual Calculation & Posting Process Below is the table of TPM accrual posting process steps for different accrual profiles.

Accrual Profile	Step	Program name
ERP Sales Volume Dependent	1	RCRM_FM_ACL_ACCRUAL_UPLOAD_SV	Sales Volume Load
	2	RCRM_FM_ACL_ACCRUAL_RUN	Accrual Calculation
	3	RCRM_FM_ACL_ACCRUAL_POSTING_FM	Accrual Posting
ERP Sales Volume Independent	1	RCRM_FM_ACL_ACCRUAL_RUN	Accrual Calculation
ERP Sales Volume Independent	2	RCRM_FM_ACL_ACCRUAL_POSTING_FM	Accrual Posting

“Sales Volume Load” job uploads sales volumes from SAP ERP to SAP CRM. For the expense types having an ERP sales volume dependent accrual profile such as ERP_SV, sales volume load job should be executed before accrual calculation to transfer ERP sales volumes to CRM. The transferred sales volumes are captured in CRM table CRMD_FM_ACL_SV and will be the input of the accrual calculation for the related accrual profiles. “Accrual Calculation” job calculates the accruals according to the accrual profile. After the calculation the accrual amounts are kept in accrual staging area, CRM table CRMD_FM_ACL_ASA, and will be the input of the accrual posting. The related entries of CRMD_FM_ACL_ASA table are cleared after the accrual posting. “Accrual Posting” job posts the calculated accruals and creates the ‘accrue’ type fund posting documents in CRM. CRM table CRMD_FM_FPO_HEAD holds the header information and CRM table CRMD_FM_FPO_ITEM holds the item information of the fund postings. Accruals are transferred to ERP accounting via middleware with Bdocs of CRM_FM_FPO type and create ERP accrual posting documents. In the standard delivery the reference number of the ERP accounting document is the fund posting ID of the CRM fund posting document. This number is the link between CRM and ERP accrual processes.

Duplicate Check for Accounts and Contacts in SAP CRM

noreply@blogger.com (Krishna) — Mon, 02 Jun 2014 17:22:00 +0000

Duplicate Check for Accounts and Contacts

You can implement a check that identifies potentially duplicate accounts or contacts during creation or editing and notifies the user. The user can decide whether the new account or contact is required or is in fact a duplicate of an existing account or contact. Duplicate accounts can be discarded or merged with another account. For more information about merging duplicates, see Data Cleansing.

Prerequisites

The duplicate check uses the interface of the Business Address Services. You activate the duplicate check in Customizing for SAP NetWeaver, under Application Server Basis Services Address Management Duplicate Check Activate Duplicate Check and Determine Limit for BAPIs .

Make sure that the duplicate check has been activated for both index pools (tables BUT000 and BUT052).

Features

The duplicate check can be implemented for accounts only, contacts only, or for both.

The duplicate check is executed in the SAP CRM system in create and edit mode.

The duplicate check uses the interface of the SAP NetWeaver Business Address Service.

SAP CRM Middle Ware Complete Process

noreply@blogger.com (Krishna) — Sat, 22 Feb 2014 15:06:00 +0000

Basic Settings:

Connecting CRM and ECC

In R/3:

Check assigned logical system name � 3-digit system name � i.e. ECC
Create RFC Destinations � SM59 or SALE
Maintain table CRMCONSUM - to activate either R/3 or CRM as a consumer of the system you are maintaining the table in
Maintain table CRMRFCPAR � Through this table the determination of the RFC destination for the data transfer is connected with the consumer, client, object name and transfer type

In CRM:

Check assigned logical system name � CRM
Create RFC Destinations � SM59 or SALE
Maintain table CRMCONSUM
Create a Site definition - SMOEAC - start the administration console in CRM

Data Consistency

Solution Manager: Customizing Scout & Distribution
Data Integrity Manager (transaction SDIMA): Synchronization of Transactional Data
Requests: For data with no initial load capability

Monitoring Tools

Monitoring Initial Load: R3AM1
Initial Load: R3AS
qRFC Monitoring:
- Outbound Queue Scheduler: SMQS
- Outbound Queue: SMQ1
- Inbound Queue Scheduler: SMQR
- Inbound Queue:SMQ2
Middleware Trace: SMWT
Middleware Portal: SMWP
Bdoc monitoring: SMW01

SAP CRM Middle ware Interview questions and answers.

noreply@blogger.com (Krishna) — Sat, 22 Feb 2014 14:41:00 +0000

Explain the end to end middle ware process.
What is initial load , delta load and request load? Why do we do request load?
Explain the process to replicate BP's from CRM to ECC.
Explain the process to replicate BP's from CRM to ECC related to specific sales org.
Explain the process to replicate BP's from ECC to CRM.
How can we replicate the contact persons from CRM to ECC.
Explain the product replication process.
How can you set up RFC connections.

Opportunity processing | Business Process in SAP CRM By Krishna

noreply@blogger.com (Krishna) — Sun, 10 Nov 2013 15:01:00 +0000

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

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

noreply@blogger.com (Krishna) — Sun, 10 Nov 2013 14:50:00 +0000

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

...

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.

SAP CRM Functional Interview Questions and Answers by krishna_Service Module for Wipro | Infosys | TCS | HCL | NTTDATA | IBM | SealInfotech | Gauritech | Accenture.

noreply@blogger.com (Krishna) — Sun, 10 Nov 2013 14:29:00 +0000

What is your client business process in service?
If you get a defective product, how can you process that based on your client business process
Explain the Complaint business process?
What are the reference documents you are using to create Complaint?
How many ways you can create the Complaint in CRM?
How the warranty will determine automatically in Transactions?
What you maintain in the Warranty check profile?
What are the all documents which you can determine the warranty?
Explain the Contract business process?
Explain the difference b/w Contract and Agreement?
What is the difference b/w sales contract and service contract?
How many types of billing plans are there and how can you assign the billing plan to contract?
How can you assign the service level agreements to contracts? where you create the SLA's?
What are the determination rules for Agreement?
What are the all documents in which the customer have direct involvement?
How can you determine the contracts in the Transactions?
What are the all Contract determination rules?
Explain the In-House repair business process?
What is men't by In-House repair?
What is the preceding document for In-House repair?
Where you can provide the delivery after repairing the product?
How many ways you can create the In-House repair in CRM?
What is the difference b/w Item and a product?
Explain the service order business process?
What are the all items you can maintain in Service Order?
Explain the Warranty claim business process?
Is there any involvement of customer in Warranty claim process?
Explain about service confirmation?
What is the preceding document for Service confirmation?

SAP CRM Functional Interview questions and answers by krishna_Marketing and Sales for Wipro | Infosys | TCS | HCL | NTTDATA | IBM | SealInfotech | Gauritech | Accenture.

noreply@blogger.com (Krishna) — Sun, 27 Oct 2013 10:01:00 +0000

Tell about your client business process in marketing?
What are the different campaigns your client using and explain them?
Explain the lead business process according to your client?
How can you classify the leads?
How the Lead will convert as a Opportunity automatically?
How many ways we can qualify the leads?
where do we configure the Surveys and what is the Path or T-code?
What are the all areas that we can use questionnaires?
Explain the steps in the ELM?
What are the actions we can perform in ELM?
can we create contact persons through ELM?
did you write any functional spec's for your client business process?
Where do we configure the number range for leads and what is the object to maintain the number range for lead?
Can we create the multiple leads for a single prospect? if yes, how can we restrict that?
Explain the Opportunity business process?
What is the significance of an Opportunity in sales process?
what is the difference b/w opportunity and sales methodology?
How can you configure the sales cycle, explain step by step?
What is the importance of sales assistant?
How can you create a sales order from a quotation automatically?
can we assign a action profile to opportunity which is created for lead? if not, why?

All SAP CRM Configuration documents for Lead management, Opportunity management, Complaints and returns management, In.House repair, Territory management

noreply@blogger.com (Krishna) — Tue, 22 Oct 2013 05:21:00 +0000

SAP BEST PRACTICES FOR CRM - BUILDING BLOCKS

PACKAGED SETS OF CONFIGURATION

SAP Best Practices for Customer Relationship Management - V2.70 delivers configuration content in discrete sets called building blocks.

Building blocks are the methodology for the SAP Best Practices development and delivery. In general, building blocks are business content-related and provide SAP Best Practices users with small, flexible, and transparent pieces of functionality. Detailed information on the building block concept and on how to make full use of this new and flexible approach to reusing business content can be found in the Building Block Concept.

The table below lists the building block ID numbers and the building block titles. It also contains information on the building block language and the building block type, that is, whether the building block includes a configuration guide or a business process documentation or both of them.

Click here for all Configuration documents

SAP CRM Functional Interview Questions and Answers by krishna_Master Data for Wipro | Infosys | TCS | HCL | NTTDATA | IBM | SealInfotech | Gauritech | Accenture.

noreply@blogger.com (Krishna) — Sun, 20 Oct 2013 14:19:00 +0000

What are the different Business partner categories in SAP CRM

Can we create BP categories in customizing.

What is the difference b/w BP role and category.

Can we give multiple relationships to a business partner.

Can we assign sold to party role to the employee.

what is the use of contact person.

How many ways we can get the Business partner data to the CRM System.

What are the functions in marketing

What are the functions in sales

What are the functions in service
What are the four parameeters in Org model

what are the general attributes in Org model.

what are the organizational attributes in Org model

How many ways we can maintain org details in transactions.

what are the different products of sap crm.

What is the use of leading business transaction category.

what is the significance of an item category.

what is item category determination.

what is the use of item category determination.

what is the use of item category group.

Explain about copy controls.

What is the difference b/w create follow-up transaction and Copy.

Explain about partner determination procedure.

Explain the step by step process of text determination procedure.

What are the processing times in action profile.

What are the processing types in acrion profile.

What is the difference b/w start condition and schedule condition.

What is the difference b/w user status and system status.

Where we can map the user status and system status.

How can we make mandatory fields in transactions.

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Service Contract processing | Business Process in SAP CRM by krishna

noreply@blogger.com (Krishna) — Sun, 20 Oct 2013 09:12:00 +0000

Purpose

You can use this business process to create service contracts that can be used as a basis for later service transactions.

Based on a service agreement, you can create a service contract quotation that is presented to the customer. After it is accepted by the customer, this quotation becomes a service contract.

Process Flow

...

1. Create parameters for service level agreement (SAP CRM)

You create and maintain the parameters for the Service Level Agreements.

The SLA parameters Availability Time and Response Time are integrated as default settings in SAP CRM. However, you can also freely define other company-specific parameters to support specific business processes.

2. Create service product (SAP CRM)

In the system, you create the services that should be agreed upon in the service contract items as products of type Service (for example, maintenance, hotline, inspection).

3. Create service agreement (SAP CRM)

You create a service agreement. A service agreement is a long-term agreement between business partners, in which conditions, such as prices, and releasable products are defined. In turn, these conditions and products are valid for service contracts that are created with reference to this service agreement.

4. Maintain customer group or customer hierarchy (SAP CRM)

You process customer groups or customer hierarchies in the service agreement.

5. Maintain items in service agreement (SAP CRM)

You maintain the items in the service agreement.

6. Maintain price agreements (SAP CRM)

You maintain price agreements in the service agreement. Note that price agreements in contract items take precedence over prices defined in the contract header.

7. Create pricing conditions for service agreement items (SAP CRM)

You determine and process the pricing conditions for the service agreement items.

8. Maintain product list (SAP CRM)

You maintain the product list in which you define the services and service parts that can be claimed within the context of service order processing with reference to a service contract. In the service contract, you can group services and service parts in a service package which you can then offer as a service product.

9. Create service contract quotation (SAP CRM)

You create a service contract quotation based on the service agreement.

10. Maintain object list (SAP CRM)

You process the object list in the items in the service contract quotation. In the object list, you enter the objects for which the service product agreed upon in the service contract item can be claimed. Installed bases, installed base components and products can be used as elements of this object list.

11. Maintain pricing conditions for contract items (SAP CRM)

You determine and maintain the conditions for pricing in the service contract item.

12. Release items for service contract quotation (SAP CRM)

You release the items for the service contract quotation.

13. Send quotation to customer (SAP CRM)

You send the service contract quotation to the customer.

14. Customer accepts service contract quotation (SAP CRM)

The customer accepts the service contract quotation.

15. Update contract quotation according to customer’s decision (SAP CRM)

Following the customer’s response, you update the contract quotation accordingly.

16. Convert service contract quotation into service contract (SAP CRM)

If a customer accepts the service contract quotation, create a service contract from the quotation.

17. System generates billing plan (SAP CRM)

18. System generates billing request items (SAP CRM)

19. Release service contract items and save contract (SAP CRM)

You release the items in the service contract and save the service contract.

20. System performs revenue recognition for service contracts (SAP ECC)

21. Update accrual quantity (SAP ECC)

You update the accrual quantity.

22. System creates and assigns appropriate controlling object (SAP ECC)

A controlling object is created for the service contract in financial accounting. Costs and revenues are posted to the controlling object, or an existing controlling object is assigned to the service contract.

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Service Order Processing | Business Process in SAP CRM by krishna

noreply@blogger.com (Krishna) — Sun, 20 Oct 2013 09:10:00 +0000

Purpose

You can use this business process to create service orders and provide the relevant data for deliveries. You can also process any sales items requested by the customer and trigger the creation of an appropriate sales order.

Process Flow

...

1. Create service order (SAP CRM)

Create a service order.

2. Maintain reference objects (SAP CRM)

You enter one or more reference objects (such as products, installed base components, or individual objects) to which the service should refer.

3. Determine valid warranty (SAP CRM)

You use the installed base component or individual object entered in the service order to determine whether the service entered is covered by a warranty.

4. Select product service letter (SAP CRM)

You select a product service letter (PSL) if you want to enter services to be performed so that previously identified or predictable damage to the reference objects can be repaired, or so that costly repairs and possible damage can be avoided.

5. Search template and copy template items (SAP CRM)

You search for service order templates that were created previously for services that are used often. If you find a service order template, you copy the relevant items from the template into the service order.

6. Create service and sales items (SAP CRM)

You create service items and enter the services in them. If the customer wants to buy a product at the same time, you also enter sales items. You can also enter service parts if they are required for performing a service.

7. Run availability check for sales items and service parts (SAP ECC)

You trigger an availability check for the sales items and service parts.

8. Determine valid service contract or service agreement (SAP CRM)

You trigger contract determination to find out whether service contracts or service agreements were made with the business partner, and whether these service contracts or service agreements can be applied to the service items.

9. Determine and maintain conditions (SAP CRM)

The system uses settings (pricing procedure determination) to determine the conditions for all pricing-relevant items and uses this information to determine the prices. You can change or add conditions manually.

10. Run credit check (SAP ECC)

You trigger a credit check. The credit check is performed based on the pricing results. The data relevant for the credit check is transferred to SAP ERP Central Component (SAP ECC) where the actual credit check takes place. The result of the credit check is confirmed to SAP CRM and saved as a credit status at item level.

11. Maintain codes (SAP CRM)

You can maintain predefined damage codes and reason codes. You can also enter detailed damage descriptions and descriptions of activities performed.

12. Select counter and create counter reading (SAP CRM)

If counters are relevant for the reference object, you enter the counter readings.

13. Perform amount allocation (SAP CRM)

You run amount allocation to define which invoice recipient pays what part of the invoice.

14. Release and save service order (SAP CRM)

You release the service order and then save it.

15. System creates and assigns appropriate controlling object (SAP ECC)

16. System creates requirement for service team (SAP CRM)

The system generates reservations for the service employees assigned to the operations and for the appropriate period after saving the order.

17. System creates sales order for sales item (SAP CRM)

If you have created a sales item in a service order, the system creates a sales order for it.

18. System changes status of product service letter item for individual objects

If you have assigned a product service letter, the system changes the status of the corresponding items in the product service letter for the individual objects.

19. Create amount allocation document (SAP CRM)

You bill according to the planned amount allocation that you defined for a service order or service confirmation by creating an amount allocation document as a follow-up. You can still make changes to the amount allocation document before you trigger billing by setting it to Completed.

20. Perform amount allocation (SAP CRM)

You run amount allocation to define which invoice recipient pays what part of the invoice.

21. Specify invoice recipients and amounts for billable items (SAP CRM)

22. Specify invoice recipients and amounts for non-billable items (SAP CRM)

23. Specify final cost and revenue allocations (SAP CRM)

The system specifies and adds the following costs to the service order:

¡ Expenses from personnel capacities

¡ Cost of service parts

¡ Accrued costs

The system clears sales revenue to costs and calculates the revenue allocations.

24. Set status for billing request items (SAP CRM)

You set the status for the billing request items to Completed.

In-House Repair Processing | Business Process in SAP CRM by krishna

noreply@blogger.com (Krishna) — Sun, 20 Oct 2013 09:06:00 +0000

Purpose

The customer contacts the service provider with a request for his or her defective product to be repaired. You create an in-house repair order in SAP CRM.

Process Flow

...

1. Create in-house repair order (SAP CRM)

You create an in-house repair order in SAP CRM.

The customer reports via interaction center or a Web application one or more defective products that he or she wants to send or bring in for repair, for example.

You or your customer can use a repair request to enter important document information for repairs at header level and in the main item, such as business partners and bill-to party.

2. Maintain reference object and serial number (SAP CRM)

You create a reference object at item level for the product that is to be repaired. Reference objects can be products, installed bases with their components, individual objects, or serial numbers.

You enter either an installed base component, an individual object, or a product with the corresponding serial number. Depending on the settings for validation of serial numbers in the product master, the system validates the serial number that you entered and determines the corresponding individual object.

3. Maintain codes (SAP CRM)

You use predefined codes to enter the error that occurred. These codes are available for failure frequency reports in SAP NetWeaver Business Intelligence (SAP BI).

4. Select counter and create counter reading (SAP CRM)

If counters are relevant for the reference object, you enter the counter readings.

5. System determines valid warranty (SAP CRM)

The system performs an automatic warranty check.

If a warranty is determined, this is apparent from the assigned warranty product and the accounting indicator. The accounting indicator influences pricing.

The relevant services and service parts and their related discounts are defined in the warranty. The internal recipients to whom the incurred costs should be charged are also defined in the warranty.

6. System determines valid service contract or service agreement (SAP CRM)

The system determines existing service contracts or service agreements for the business partner for each complaint item.

7. System determines response times from contract (SAP CRM)

Assured response times are determined based on the Service Level Agreements (SLA) defined in the contract. You can monitor these response times and escalate them if necessary.

8. Create returns subitem for repair (SAP CRM)

You create a subitem of category Return for the main repair item.
The Return item shows that an inbound delivery is expected for the higher-level item.

After the product sent in for repair is received, a service employee performs a technical analysis (diagnosis) and enters the inspection result. An HTML file is provided for you to document the inspection results for the diagnosis item. This can be tailored to meet your requirements.

9. System replicates returns request item (SAP ECC)

After saving the in-house repair order in SAP CRM, the CRM system replicates it to SAP ERP Central Component (SAP ECC) for the purpose of logistics processing. In other words, the returns item for in-house repair order is replicated in a sales order in SAP ECC as a returns request item. At this point, a sales order with the same document number as in SAP CRM exists in SAP ECC. A unique returns material authorization (RMA) number is thereby also available in SAP ECC.

10. System displays returns material authorization (RMA) number (SAP CRM)

The unique returns material authorization (RMA) number is made up of the unique number of the in-house repair order and the item number of the returns item. The customer uses the RMA number to send the defective product in for repair.

11. Search template and copy template items (SAP CRM)

The technician uses the inspection result to decide on the appropriate action to be taken, which means either scrapping or repair. If the technician decides to repair the item, he or she can use templates to help create an order.

Templates are created for errors that occur frequently. They contain the necessary repair steps and service parts, including the quantities needed.

The technician copies the items of a fitting template into the in-house repair order.

12. Create repair steps (SAP CRM)

If the technician does not use a template, he or she schedules the necessary repair services and service parts manually.

The necessary repair steps and required service part items are created as subitems of the repair request item.

13. Run availability check for sales items and service parts (SAP CRM)

You trigger the availability check manually.

14. Determine and maintain conditions (SAP CRM)

The system uses the settings (pricing procedure determination) to determine the conditions for all pricing-relevant items and uses this information to determine the prices. You can change or add conditions manually.

15. Create loan device delivery (SAP CRM)

You create a loan device delivery for the repair in SAP CRM.

You can send loan devices to customers during a repair, to bridge any gaps created by long repair times.

16. System replicates loan device delivery item (SAP ECC)

After saving the in-house repair order, SAP CRM replicates the loan device delivery item into the sales order in SAP ECC. The loan device is delivered.

17. Create return delivery of repaired product (SAP CRM)

In SAP CRM, you create a return delivery for the repairs.

After the repairs are completed, the product is returned to the customer.

18. System replicates returns delivery item for repaired product item (SAP ECC)

After saving the in-house repair order, SAP CRM replicates the return delivery item into SAP ECC as a returns delivery item in the sales order in SAP ECC.

19. Create loan device pick-up request (SAP CRM)

You create a loan device pick-up request in SAP CRM.

After repairing and returning the repaired product to the customer, return delivery of the loan device is triggered.

20. System replicates loan device pick-up item (SAP ECC)

After saving the in-house repair order, SAP CRM replicates the pick-up request item into SAP ECC in the sales order.

21. Trigger follow-up action: creation of quality notification in SAP ECC (SAP CRM)

You use an action to trigger creation of a quality notification for an in-house repair order or for an item in an in-house repair order in the assigned SAP ERP system, with an aim of introducing corrective actions in order to improve product quality.

22. System creates quality notification (SAP ECC)

A quality notification is created via replication in SAP ECC. The in-house repair order is visible in the document flow of the quality notification.

SAP CRM Complaints processing | Business Process by krishna

noreply@blogger.com (Krishna) — Sun, 20 Oct 2013 08:54:00 +0000

Complaints Processing in CRM

Purpose

You use this process within your sales and service organizations to process customer complaints. A complaint is an expression of dissatisfaction that a customer makes in relation to a service, product, or a billing document (due to an underdelivery, for example).

Process Flow

The process begins when you receive a complaint relating to a service or product.

...

1. Create complaint (SAP CRM)

You create a complaint:

○ Without reference to a transaction, or

○ With reference to an existing transaction, such as:

■ Sales order

■ Service order

■ CRM billing document

■ Product service letter

This means that the system offers you the items contained in the preceding transaction so that you can decide which items you want to copy into the complaint.

○ With reference to more than one CRM invoice (but only within mass-object controlling)

2. Maintain reference object or serial number information (SAP CRM)

You create a reference object at item level for the product or service about which the complaint was made. Reference objects can be products, installed bases with their components, objects, or serial numbers.

You enter either an installed base component, an object, or a product with the corresponding serial number. Depending on the settings for serial number validation in the product master, the system validates the serial number that you entered and determines the corresponding object.

3. Maintain items

If you created the item with reference to a preceding item, the product is copied from that item. If you created the transaction without reference to a preceding transaction, create the product. Enter the complaint quantity in the item.

Then enter other necessary information, such as the problem description, which you can enter in the notes.

4. Categorize issues (SAP CRM)

You use the predefined values in categorization to enter information such as the reason for the complaint. This information is then available to be used in analyses in SAP NetWeaver Business Warehouse (SAP NetWeaver BW).

5. System determines valid warranty and service contract (SAP CRM)

The system performs an automatic warranty check.

If a warranty is determined, this is apparent from the assigned warranty product and the accounting indicator. The accounting indicator influences pricing.

The relevant services and service parts and their related discounts are defined in the warranty. The internal recipients to whom the incurred costs should be charged are also defined in the warranty.

The system determines the existing service contract for the business partner for each complaint item.

6. System or investigator approves item and displays approved quantity (SAP CRM)

The item is approved either by the automatic execution of business rules or by an agent in an investigation.

In response to the complaint, you trigger one or more of the following actions for each complaint item:

7. Create returns request (SAP CRM)

You create a subitem with category Return for the main complaint item.

8. Create substitute delivery

You create a subitem with category Substitute Delivery for the main complaint item.

9. Create quality notification in SAP ECC (SAP CRM)

You use an action to trigger creation of a quality notification for a complaint or complaint item in the assigned SAP ERP Central Component (SAP ECC) system, to introduce corrective actions to improve product quality.

10. Create credit memo request (SAP CRM)

You generate a credit memo request to create a credit memo for a customer within the context of a complaint.

You can also create a debit memo request to calculate additional customer charges within the context of a substitute delivery (for example, for a replacement product with a higher value than the original product).

The credit memo request/debit memo request appears in the billing due list in CRM billing. Generate the billing documents based on this billing due list.

11. Release and save complaint (SAP CRM)

You release the complaint and then save it.

12. System replicates return item (SAP ECC)

After saving the complaint in SAP CRM, the returns item is replicated to SAP ERP Central Component (SAP ECC) for the purpose of logistics processing. Depending on the indicator inActivate System Configuration for Service Parts Management, the replication occurs as follows:

○ If this indicator is not set, the returns item is replicated in a sales order; in other words, a sales order with a corresponding returns item is automatically created. The returns item receives the same number and the same item category as the complaint transaction and the complaint item in SAP CRM.

You create a returns delivery for the returns item. When the product has been returned, create a goods receipt for the returned item. The goods receipt triggers the accounts receivable accounting and the posting to the controlling object in SAP ECC.

○ If this indicator is set, the returns item is replicated in a delivery; in other words, a delivery with a corresponding returns item is automatically created. Each delivery item receives an additional returns material authorization (RMA) number, which is created by putting together the numbers of the returns transaction and the returns item in SAP CRM.

You can find this indicator in Customizing for SAP Customer Relationship Management (SAP CRM) by choosing Customer Relationship Management ® Transactions ® Basic Settings ® Activate System Configuration for Service Parts Management.

13. System replicates substitute delivery item (SAP ECC)

After saving the complaint in SAP CRM, the substitute delivery item is replicated in a sales order item in SAP ECC for the purpose of logistics processing. The sales order item is assigned the same number and the same item category as the complaint transaction and the complaint item in SAP CRM. In SAP ECC, first create an outbound delivery for this item and then a goods issue.

14. System creates quality notification (SAP ECC)

A quality notification is created using replication in SAP ECC. The SAP CRM complaint is visible in the document flow of the quality notification.

15. System creates and assigns appropriate controlling object (SAP ECC)

The goods issue triggers the accounts receivable accounting and the posting to the controlling object.