Sap Crm Technical Overview

8/10/2019 Sap Crm Technical Overview

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SAP CRM TECHNICAL OVERVIEW:

CRM by nature is a business process driven solution. It is crucial that you must acquire basic

understanding of the business processes, in order to develop a technically correct solution.

The key functions in SAP CRM are related to the fields of marketing, sales and service.The SAP CRM

contact channels are the Interaction Center, Web Channel (e -commerce), Field Applications (for

example, Mobile Sales) and partner channel management.SAP CRM provides leading front office

functions and end-to-end industry-specific processes via marketing, sales, service and various other

channels.SAP CRM can be integrated into the NetWeaver portal, provided that you have

implemented a portal strategy.

Object-Based/Object-Oriented Programming:

CRM is a primarily an object-based and sometimes object oriented ABAP type system. Object based

means the application is not fully object oriented, but written in an manner that simulates object -

orientation.

GUID as primary key:

A globally or generally unique identifier called a GUID is used in CRM. They are either16 bit, 22 bit

or 32 bit raw character format. The purpose of the GUID is to prevent issues with number range

conflicts and allow for easier read access to the CRM tables.

Single client per instance.

In a simple CRM landscape that only has one SAP ERP backend connected to it, you will find there is

not a need for multiple clients in development system. This due to the fact the CRM downloads

customizing from the ERP system and uses this customizing as the starting point for the CRM

customizing. Normally we only have one middleware connection between CRM & ERP as

recommended practice. It is therefore recommended then to only have one development client

then on the CRM side.

The data model is not the same as ERP.

CRM has a unique segment based data model that is similar to HR infotypes in nature. This means

not all the information is stored in very large tables for a business object. In addition you should

never write select statements to read data in CRM unless you are doing a search for data. Instead

you should use the provided API's contained in the system.

SAP CRM Technical Architecture Overview:

SAP Customer Relationship Management (SAP CRM) is a part of the SAP Business Suite containing a

central CRM server that can be used to access the system via multiple channels. The CRM server can

also connect to other systems.


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The SAP CRM application can be connected and fully -integrated in the following ways:

The SAP CRM System as a central CRM server with its application components.

The SAP ERP Central Component (SAP ECC) as a back-end system with the tried and tested ERP

functions.

The BI functions of SAP Net Weaver with comprehensive statistical and analysis capabilities The

SCM system as a global solution for product availability checks and demand planning

The CRM Middleware is the primary device for the data exchange between the CRM system and the

connected ERP system (as of SAP R/3 Release 3.1I and higher). A plug- in installed on the ERP system

acts as a counterpart to the R/3 Adapter, supporting the data communication between the two

systems.

The data exchange normally includes an initial transfer of Customizing data, master data and

transaction data to the CRM system, as well as a delta reconciliation of the master data and

transaction data in both directions.

SAP ECC 6.0 and later releases contain all interfaces that are required for technical integration with

the other SAP components that were previously components of the SAP R/ 3 plug-ins.

CRM WebClient User Interface:

The SAP CRM users work with the CRM Web Client UI which replaces the existing SAP GUI and

People Centric User Interface (PCUI).

The UI is the same for all applications and can be modified using standard functions. It is mainly

based on Business Server Page (BSP) technology.

The navigation is very easy, personalize or customize your CRM Web Client UI. However, some

system settings restrict the personalization options.

SAP CRM 7.0, the SAP GUI interface should only be used for adminis trative purposes.

SAP CRM INTERVIEW QUESTIONS

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.

What is the relation between crm and sapr3 architecture?


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R 3 Means ( Three tier architecture ) 1st Tier ( R1 ) launched at the time of SAP inception with five x ibm

employees , later on 2 nd & 3 rd tier had come in the form of advanced . Now latest is My SAP CRM. R 3 actual

Nomeneclature i s ( ECC - Entrepreneur Central Component ) CRM acts as a central server attached to its

external systems such as ( BIW , ECC & Third party systems , etc ).

Eg : If a client has already had installed SAP ECC ( R3 ) and wants to upgrade with SAP CRM , in this scenario

, we have to integrate or fetch some data related to Sales , Pricing Conditions etc thru R 3 / ECC .

This is done thru middle ware concept (connectivity) , for which you should posses knowledge on the

middleware concepts

What is the difference between R/3 AND CRM?

R/3: ERP

CRM:Customer Centric Extended ERP, process, functions revolves around Customer.

R/3:Three Tier architecture,Client,Server product

CRM:Internet enabled, no need to have client software.Only internet browser

How to integrate R/3 with CRM?

To exchange data between ECC ( R3 ) and CRM systems we need to maintain connectivity for both systems.

Please ask your Basis consultant to do the following configuration.

Maintain RFC destinations in both systems pointing to each other system. Maintain Number ranges as mirror

images in both systems.

Ex: Maintain same number range in ECC as Internal and in CRM as External or vice versa.

Below are the steps for the integration between R 3 & CRM :

SAP ECC :1) Define logical system for ECC ( Name )

2) Define logical system for CRM ( To establish the cross connection )

3) Identify the data which you wanted to copy to crm

4)Assign logical system to the client

SAP CRM :

1) Define logical system for CRM

2) Define logical system for ECC

3) Assign logical system to client

4) Copy the required data from ECC .

Explain some example of business object, customizing object, conditon object?

Business objects are business partner sales order etc customizing objects are customizing country, cust omizing

time zone etc, conditions objects are pricing related

Quotation transaction type comes under which functionality in CRM?


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Quotation transaction type: AG

Functionality:

1. Create or Generate leads with Marketing Campaign

2. Track, qualify and close oppt

3. Manage and track ERP quotations

4. Process ERP Sales Orders

5. Fulfill logistics needs

6. Process invoices in ERP

7. Manage account payables

What is master data in sap crm?

Master Data is org & CP basic data which are mandatory for creating org & CP in CRM system.

EX: Org Name & address details & Contact details and CP related Names and contact details

What is the standard transaction type for quotation?

Transaction type - AG

Item category - AGN

How to enhance BP?

Key features of the Easy Enhancement Workbench include the following:

i)Wizard for adding new fields and new tables to business

ii)partner master data

iii)No required detailed knowledge of the development environment and data model Wizards for the extension

process

Can we download data from datasets/Info sets?

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

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.,

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.


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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.

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).

What is Activity Journal?

With activity journals, you can record and update information gathered from customer visit or telephone calls.

For example activity journals can contain:

Products or product categories

Product-related information such as what products were discussed with the customer or t he number of samples

given to the customer

What is the rule of organizational determination?

There are two types of Organizational determination rules.

Organization determination rule: The respective organization is determined based on the organization or general

attributes assigned to the organization in the organizational model.

Responsibility rule: In this rule, the Org attributes are not considered and the responsible Organization unit is

assigned directly.

In Delta download which table is retrieve from R/3 to CRM?

Based on the filters set initially for different object types whenever the data is modified or deleted the same will

be rep licated to CRM from R3 in the form of Bdocs or Idocs.

What is Task & Activity?

There are two kinds of Activities, which are called as Tasks and Business activities.A Business activity contains

information about business partner interaction on a particular date A Task contains information about what one

or more employees have to complete by a particular date.

In very simple words Tasks are activities in which the BP is not involved and activities are in which the BP data

is involved.

Sap Crm Technical Overview

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