1. How is CRM and R/3 differ from each other? R/3 is an integration of different application suits.

It has its own architecture and way fo functioning. CRM is all about maintaining the relationship with a customer. It is supposed to enhance the profit of the company or organisation since the ultimate goal of any company is profit. Therefore CRM is one step ahead for their goal achievements. S ! R/3 is a 3 tier based client/ server based application. "ne layer is presentation layer #Client$ which interfaces with the end user. Second layer is application layer for all business % specific re&uirements #!rogram$' and third is database which contains all information and records about the system' including transcational and configration data. S ! R/3 has been developed in it(s own language called ) ! # dvanced business application programming$. *ifferent modules of S ! R/3 are % +IC"' MM' !!' S*' IS' M' ,RMS' SCM' S-M' .M etc. .here CRM is under a business myS ! )usiness Suit collection #SRM' CRM' SCM etc$. 2. CRM Software Sales +orce utomation % Contact management Contact management software stores' trac/s and manages contacts' leads of an enterprise. % 0ead management -nterprise 0ead management software enables an organi1ation to manage' trac/ and forecast sales leads. lso helps understand and improve conversion rates. eCRM or .eb based CRM % Self Service CRM Self service CRM #eCRM$ software -nables web based customer interaction' automation of email' call logs' web site analytics' campaign management. % Survey Management Software Survey Software automates an enterprise(s -lectronic Surveys' !olls' 2uestionnaires and enables understand customer preferences. Customer Service % Call Center Software % ,elp *es/ Software !artner Relationship Management % Contract Management Software Contract Management Software enables an enterprise to create' trac/ and manage partnerships' contracts' agreements. -3ample4 5pside Software' ccruent Software' diCarta' I%Many. % *istribution management Software

3. Advantages of CRM 5sing CRM' a business can4 % !rovide better customer service % Increase customer revenues % *iscover new customers % Cross sell/5p Sell products more effectively % ,elp sales staff close deals faster % Ma/e call centers more efficient % Simplify mar/eting and sales processes The types of data CRM pro6ects collect % Responses to campaigns % Shipping and fulfillment dates % Sales and purchase data % ccount information % .eb registration data % Service and support records % *emographic data % .eb sales data 1. What is B siness !rocess Management " B!M? )usiness !rocess Management or )!M' is the practice of improving the efficiency and effectiveness of any organi1ation by automating the organi1ation(s business processes. )!M used to be also /now as )usiness !rocess Reengineering #)!R$. Many companies have business processes that are uni&ue to its business model. Since these processes tend to evolve over time as the business reacts to mar/et conditions' the )!M solution you choose must be easily adaptable to the new conditions and re&uirements and continue to be a perfect fit for the company. In order to use )!M effectively' organi1ations must stop focusing e3clusively on data and data management' and adopt a process%oriented approach that ma/es no distinction between wor/ done by a human and a computer. % The idea of )!M is to bring processes' people and information together. % *ynamic infrastructure re&uires separation of flows' business rules and services. % Identifying the business processes is relatively easy. )rea/ing down the barriers between business areas' and finding owners for the processes is difficult. % )!M not only involves managing business processes within the enterprise but also involves real%time integration of the processes of a company with those of its suppliers' business partners' and customers. % )!M involves loo/ing at automation hori1ontally instead of vertically. % )usiness ctivity Monitoring #) M$ is essential for measurement of )!M impact. -3amples of )!M tas/s that your organi1ation performs that should be automated include4 % -3pense Reports Travel Re&uests

% !urchase "rders ,uman Resource Management % 7ew ccounts and Credit uthori1ations Sales "rders % !ro6ect Management Software Change Management #he fo$$owing e%am&$e i$$ strates the &ower of B!M' .hen a )8) partner needs some inventory' he can log into the web site and order re&uired inventory. n email will be generated and sent to the supervisor responsible for the partner(s inventory. The supervisor can clic/ on the lin/ in the email' login to the site and approve the inventory. The partner will be notified of the allocation and the inventory will be shipped.
1. a.) What is a CRM software? b.) What are the advantages of CRM? c.) What data do CRM projects collect? d.) Explain the general ways thro gh which a CRM can be enhanced. !. a.) What is the b siness process involved in "#$%CRM? b.) What reports does a "#$%CRM f nctional generate? c.) What are the tools sed in "#$%CRM? &. a.) 'o want to transfer data fro( develop(ent server to )# server. *ow wo ld yo do that? b.) *ow will yo +now if the data has been s ccessf lly transferred? Where will yo chec+ it? ,. What do yo (ean by following? a.) $rod ct Catalog b.) -ist price in prod ct catalog c.) Catalog variant .. What is the /012 Concept in CRM. *ow is it sed? 3. Explain Easy Enhance(ent Wor+bench. What are the li(itations of the EEW4? 5. -ist the tools are available to i(port6export data fro( a CRM syste(? 7. What f nction does the CRM (iddleware perfor(? 8. What technology is sed to generate $C01 screens? 19.2ifferentiate between CRMC:4-0E$R1;< vs CRMC:4-0E$R1;<:C 11. What do yo (ean by following? a.) 4l e print #pplication 4 ilder b.) =ield gro ps c.) Model #ccess Class d.) $C01 Coo+boo+ 1!. a.) *ow are (odel access classes assigned? b.) *ow do yo deb g a $C01 application?

1&. Explain the CRM >ne >rder concept? and logical str ct re of a b siness transaction 1,. -ist the pri(ary header table for a CRM b siness transaction. 1.. -ist the pri(ary extension tables for CRM b siness transactions. 13. Explain the sage of c sto(i@ing incl des in the b siness transaction. 15. Explain the 4#21 fra(ewor+ for the b siness transaction. 17. Explain the sage of the CRMA:EAE;< fra(ewor+. 18. What are the advantages of (y"#$ CRM over R6&?

what is the difference (etweem cam&aign anfd trade &romotion? Campaign will be always aimed at the group of customers to create awareness' brand image' new product launch.etc. Trade promotion will be always aimed at a single customer.To retain the customer trade promotions will be carried out. Trade promotion will vary from customer to customer. whats are the vario s ( ssiness &artner t)&e/categories? 2*what is the difference in B! in crm and in r/3? 3*what are the different so rces thro gh which B! enters into crm s)stem? What is the difference (etween #AS and #A+?
TAS is third party item category TAN is standard item category for normal items tas is order related billing while tan is delivery related billing

How is an item categor) determined?

In vov4:sales doc type+item category group+usage+higherlevel item categroy+proposed item category

Ro$e of a f nctiona$ cons $tant. functional consultant evaluates the demands in tal/ing with the customer9s representatives' transforms the essence into an abstract and algorithmic business model. ,ence' he identifies the use cases and transforms them into logical and technical views. Then the main tas/ starts4 customi1ing the respective business area and ma/ing sure the system reacts in the manner according to the constraints of the re&uested use case. The consultant documents the settings and prepares proper guidelines that allow other consultants to do further changes or repairs with due efforts.

The consultant ta/es care that proper training is given to the users and that the system is usable' performing appropriately and the business flow is complete and correct. *uring go live he assists the technical staff by testing the behaviour of the system. fter go live he guarantees that the procedures remain usable and consistent in real live situation and proposes enhancements. The main duty of a consultant is to transfer e3ternal /now%how to the client. It is not manpower that counts but intelligence' understanding of processes' a feeling for defects and general a common sense. Ro$e of a , nctiona$ Cons $tant in an -nd #o -nd .m&$ementation .hen you tal/ about the role of a +unctional consultant in an end to end implementation' I thin/ it won9t be possible for me or anybody to define everything but I will try to summari1e it4 :. +unctional consultant is e3pected to generate /nowledge about the current business process' design current business flows' study current business processes and its complication' in all we can say getting through with current business setup. +low diagrams and *+* are prepared' most of the time in ;ision format' all this forms the part of S IS document. 8. -verything configured has to be documented as per their categories in the form of predefined templates' these have to be then approved by the team leads or who ever the consultant is reporting to. 3. Mapping and < ! analysis is done for each module' I have seen people defining integration after mapping' gap analysis and configuration is done' but as per my e3perience in implementation' it is a simultaneous process. =. )efore starting configuring future business processes in S !' the *+*/-R* are prepared' this documentation is called T" )-' which can be also siad as the result of mapping and gap analysis. >. Sometimes +unctional consultants are also e3pected to prepare test scripts for testing the configured scenarios. ?. -nd user manual and user training is also e3pected from +.Consultants. The pro6ect normally starts off with a @ic/ off meeting in which the team si1e' team members' reporting system' responsibilities' duties' methodlogy' dates and schedules' wor/ing hours which have been predicided are formally defined. S !' it won9t be possible for me to e3plain it here' but all I can tell you about it is that it is S ! standard implementation methodology' which S ! prescribes but is not mandatory for any company to follow' such as I)M follow some blue Methodlogy' some companies follow typical

S*0C steps' S ! stands for ccerlated S !' you can find all the steps on S ! site' through google' reading it from there won9t give you a great /nowledge about S ! but will obviously get you to /now the definitions of various term. 1. How is CRM and R/3 differ from each other? R/3 is an integration of different application suits. It has its own architecture and way fo functioning. CRM is all about maintaining the relationship with a customer. It is supposed to enhance the profit of the company or organisation since the ultimate goal of any company is profit. Therefore CRM is one step ahead for their goal achievements. S ! R/3 is a 3 tier based client/ server based application. "ne layer is presentation layer #Client$ which interfaces with the end user. Second layer is application layer for all business A specific re&uirements #!rogram$' and third is database which contains all information and records about the system' including transcational and configration data. S ! R/3 has been developed in it9s own language called ) ! # dvanced business application programming$. 3. Advantages of CRM 5sing CRM' a business can4 % !rovide better customer service % Increase customer revenues % *iscover new customers % Cross sell/5p Sell products more effectively % ,elp sales staff close deals faster % Ma/e call centers more efficient % Simplify mar/eting and sales processes The types of data CRM pro6ects collect % Responses to campaigns % Shipping and fulfillment dates % Sales and purchase data % ccount information % .eb registration data % Service and support records % *emographic data % .eb sales data

SA! CRM .nterview / estions

:. R3 adaptor e3ists in R3 8. )usiness !artner category allows you to define number ranges 3. It is not possible to created your own business partner category =. "ne role can have multiple data sets >. In S !'It is possible to identify duplicate )! master record ?. "ne relationship category can specify bidirectional relationship B. !artner role in S ! R3 and classification in CRM used to define the interlin/age C. Is it mandatory to define different org structure for sales and service D. It is possible to transfer R3 org structure directly to CRM :E. R3 employee personal master can be transferred to CRM ::. It is possible to use distribution channel to define my CRM org structure :8. I can simultaneously use responsibility rule and org model rule :3. "rg model is time dependent :=. "rg model #,R$ in R3 can be transferred to CRM :>. ,R Master Record can be transferred to CRM :?. Terri and org mgt can be used simultaneously

:B. 5ser defined attributes can be used to define my CRM org models :C. )oth in territory and org mgt it is possible to create different labels :D. It is possible to store inactive )! in CRM system 8E. It is possible to store inactive products in CRM 8:. ttributes in !roduct Master is attached directly 88. .ill "rg determination be triggered first then partner determinationF 83. !artner determination is done again after doc changes 8=. Item cat can be made to be re%determined during copy control 8>. 0ine item status as per R3 partial delivery will get updated in CRM doc 8?. It is possible to do the billing of CRM service order in R3 8B. In an activity 6ournal template' can we really update material type 8C. It is possible to create survey &uestions which will generate dynamic subse&uent &uestions 8D. It is possible to attach 8 alternative partner determination procedure to a transaction 3E. .hen I am defining CRM access se&uence' it is possible to refer business logic 3:. It is not possible to handle free goods in CRM I!C F through 6ava codes 38. Is it possible that in partner determination procedure' different partner function can be determined at different times 33. In partner determination procedure' I can use multiple relationship levels 3=. Is it possible to used preceding document9s org units during copy 3>. Mandatory I!C data loader is needed to pull the data from R3 to CRM system 3?. Is it possible to transfer specific ob6ects from R3 to CRM

3B. It is possible to combine both the CRM and R3 pricing conditions in one document 3C. It is possible to do the same when document is going to R3 3D. Is it possible to have CRM variant for 3 levels for products =E. !rocessing time for action is specified in scheduled conditions =:. ction can be used to trigger a wor/flow =8. ction can be used to ta/e manual decision =3. .or/flow can be used for date driven process ==. Customi1ation from CRM to mobile data can be done through S)*"C =>. Customi1ation from CRM can be pushed to R3 system =?. Consolidated *atabase is needed for every m)*"C =B. )*"C can hold only modified fields

=C. ,ierarchical distribution of business data among CRM ecosystem =D. !ublication and subscription are lin/ed one to one >E. Middleware trace functionality can be used to monitor inbound &ueue >:. +low conte3t in middleware can be defined using a formula

>8. In Solution Manager it is possible to initiate the integration testing >3. Internet Sales is an application that is built using GS! >=. +ollowing application are used using GS! a. Internet Sales b. .in client c. .eb client d. Collaborative Showroom e. !artner !ortal >>. )lueprint table e3ists in -nterprise portal server >?. ,ow R3 te3t ob6ects are brought into CRMF >B. ,ow do we integrate the CRM with S ! R/3F .here do we mention the I! address of S ! R/3 serverF .hat else is re&uiredF >C. .hat is the difference between replication and realignment in CRMF >D. .hat is the difference between an activity and a tas/ in CRMF ?E. Can you point out some details of )! ownership in CRMF Specifically' we will be loading channel partners from R/3. .e would li/e to assign these partners to specific Hchannel managers.H .hat constitutes this ownershipF ?:. Should clients implement both .inClient and .ebClient for the IC or only one of themF Could you please e3plain this with supporting reasonsF ?8. +ully grown my S ! CRM is built on the following components a. CRM central serve b. S ! R/3 as a bac/ end system c. S ! ). system as a data ware house solution with comprehensive statistical and analytical possibilities

d. S ! !" as global T! chec/ and demand planning solution e. S ! enterprise portal as a tool to provide integrated access to all the systems ?3. )usiness partner category ?=. )usiness partner group hierarchy a. business partner can be assigned to several hierarchies of different categories b. The business partner <, allows you to group business partners in a multilevel <, c. Time dependent d. <roups business partners together in a hierarchy for statistical or analysis purposes ?>. The mapping classification from CRM to R/3 in !I*a. Consumer #an organi1ation or person$ b. Customer c. !rospect d. Competitor ??. .hat is the organi1ational unit used for a. Sales organi1ation is used for pricing b. The organi1ational structure can be different from R/3 and has no restrictions regarding usable levels c. Time stamp d. Iou can assign scenario specific attributes to the relevant org units for org. determination' transaction processing' partner determination etc.' ?B. "rgani1ation data determination can be done using a. Transaction type b. "rgani1ation structure c. )usiness partner d. !roduct master ?C. "rg. data profile is assigned to Transaction Type ?D. holder can beF a. "ccupy positions b. Is an optional organi1ational unit BE. "rgani1ational model can be maintained in CRM. .hich of the following are true.

a. To assign a user to a position u also need to have master data maintained for the same b. Can be mapped from CRM to S ! R/3 c. dditional levels in CRM are mapped into R/3 automatically B:. .ays to determine the org units in a document B8. Responsible organi1ational unit is used for. a. *erives all other org.units b. +or pricing c. -&uivalent to R/3 plant d. Is in charge of a business transaction B3. Territory management is used for a. Reflect the mar/et view of an organi1ation b. Specifies which products can be offered in a territory c. .ho has the highest revenue d. .hich )!Fs belong to a territory B=. .ho is responsible for a territory a. .e must lin/ employees with territories via the ,R position in org. management b. Can assign permanently or for a definite time period B>. True for territory management a. ,ierarchies can be time dependent b. Can use hierarchies for representing territories c. .e can define our own attributes to define a territory B?. +ollowing is true with regard to product categories a. Initial assignment of products to product categories is done during download from "0T! b. !CFs are assigned to !types c. !C can be assigned to many categories d. Can have hierarchy of product categories e. If a product type is assigned to a category only products of this type can be assigned to a category BB. +ollowing is true with regard to attributes and set types a. ttributes are assigned directly to product master b. Set types are group of attributes or fields corresponding to various database tables c. ttributes are assigned to set types d. Set types and attributes canFt be transferred to R/3

BC. Mapping of S ! R/3 to S ! CRM with regard to products a. Material type to R3!R"*STI! b. Material group to R3M TC0 SS c. !roduct hierarchy to R3!R"*,I-R BD. Sales Transactions are a. )usiness activity b. 2uotation c. Sales "rder d. 0eads e. In&uiryF CE. Control attributes in a transaction type a. )"M e3plosion b. Te3t determination procedure c. !artner determination procedure d. "b6ect relation procedure e. ction profile f. 7umber ranges C:. )usiness transaction category is a control attribute that controls a. Item category determination b. Subordinate transaction type c. Control attributes of transaction type d. Subordinate item category C8. .ith regard to copying and creating a follow up document following is true a. Copy survey b. Copy control c. Copy item number d. Copy pricing agreements C3. In copy control customi1ing what setting can influence transaction type and item category determination a. Copy survey b. Copy control c. Copy item number d. Copy pricing agreements

C=. +ollowing is true for te3ts a. Iou define the source te3t of te3t types within access se&uence b. The te3ts are automatically determined in a document or can be entered c. Can be assigned to transaction type and item categories C>. .hich statements are correct for status management a. ItFs controlled by status profile b. Iou must assign at least one ob6ect type to the status procedure c. System status can be controlled by system profile d. 5ser status is set internally by the system e. ,eader status is independent of item status e3cept in case of status completed f. Status profiles can be assigned to transaction type or item category C?. +ollowing is true with regard to incompleteness chec/ a. Incompleteness chec/ allows you to find out whether a document is complete or not b. In customi1ing you define which fields are mandatory for which transaction type and/or item category c. Incompleteness chec/ is not available on the CRM mobile client CB. .hich of these functions are possible on sales transaction in CRM a. Change price at item level b. T! chec/ c. *ocument flow d. uto creation of delivery document CC. ctivity management is an important component of CRM. .hich of the following are true a. Tas/ is transaction replicated to R/3 and mobile client CD. )usiness activity and tas/ have the following in common a. 7eeds a specific date b. Includes a business partner c. ,ave org data DE. ctivities and calendar integration a. )idirectional data e3change between my S ! CRM middleware and groupware solutions b. ctivities appear in calendar if calendar flag is active for each partner functions and ctivity type c. ctivities can be created or changed directly from calendar

D:. +act sheet D8. "rder of customi1ing for partner determination D3. !artner functions necessary for uploading sales order into R/3 a. Sold to party b. Ship to party c. !ayer d. )ill to party e. -mployee responsible D=. I!C is re&uired to calculate pricing in CRM. .hich of the following are true a. It consists of S!-' SC- and TT- only. as it also includes data loader and limited product master information b. I!C accesses CRM database c. I!C is G ; based technology D>. Identify the correct statements regarding the pricing in CRM a. Maintained in CRM. I!C accesses R/3 enterprise D?. Ta3 calculation a. The business partner and product ta3 classification is made by assigning ta3 groups to the ta3 types that must be determined in any given country b. The ta3 groups indicate whether a business partner is liable for or e3empted from respective ta3 type that is imposed c. The combination of ta3 group' the country or region and the ta3 type determines the ta3 condition record d. business partner or a product has not been assigned a ta3 classification' the default ta3 group is used DB. True for actions DC. Schedule condition DD. )illing prere&uisites a. )illing unit

b. 7umber ranges c. )illing types d. Item categories e. Item category determination :EE. *ata e3change between R/3 and CRM :E:. dapters :E8. Main tas/s of R/3 adapter :E3. dministration console FReplication dministration :E=. !ublisher%Subscriber Concept :E>. 0oad filtering :E?. .hat is a business scenario :EB. .hat does the role definition determine a. tas/ oriented content :EC. S ! 7et .eaver :ED. Three layers of .eb pplication Server ::E. .hat is business pac/age :::. The delivery mechanism is in the i;iew studio. +ollowing are the primary functions a. Informing customers about available pac/ages' wor/sets' and i;iews and ma/ing the content available for down load

b. Supporting the develop community in creating new content and offering it to S ! portal customers c. *elivering updates and patches ::8. +unctions of )lueprint pplication )uilder ::3. +unctions of CRM *esigner ::=. )lueprint tables ::>. I;iews are generally displayed through portal pages. Iou can import predefined pages or create your own. .hat does the page definition include a. iview bundles pages' wor/sets' roles b. !ages bundles iviews' wor/sets' roles c. 0ist of the pages d. list of iviews and associated pages ::?. .hat is role editor needed forF ::B. The collaborative business is used forF.

::C. Is it possible to create condition record in both crm as well as in R/3. e3plain in more details

::D. Can you give some e3ample of business ob6ect' customi1ing ob6ect' conditon ob6ect

:8E. .hat are the different bdocs available in M..

:8:. ,ow do you integrate R/3 with CRM

:88. .hat are the different data update in crm through middle ware

:83. If i create a new condition record in R/3 how do you sync with crm

:8=. what are the org.ob6ects available in org.mgt.

:8>. .hat are the process of org.mgt

:8?. Can you tell me different rule for org.determination

:8B. ,ow the vol/trade spend tab is determined in mar/eting planner' what are the important settings needed Can you tell me trade spend /eys

:8C. .hat is the difference between Campaign and Trade !romotion

:8D. .hat is the difference between ction J .or/flow

:3E. *o we need to assign wor/flow in ction

:3: "rganisation Management determination

:38. .hat are the different organisational determination rule in CRM

:33. ,ow the ob6ective and tactics are controlled in Mar/eting planner.

SA! CRM .nterview / estions 0 Answers

SAP Web client User interface: CRM 7.0 Some important Shot notes: 1. Main Screen Areas: The L-Shaped always stays fix so the user always has access to common functionality and never gets lost. Its content can be configured as Business- ole dependent. 2. Overvie of the Web U! pa"e: !. #ea$er Area: "lso called #lobal $unction "rea. It consist of Personali%e% #eneric personali&ation options 'g. (hange password #elp Center% )ffers direct access to B*+ ,business user documentsS&stem 'e s% .rovides access to general system messages Central Search% +isplays Saved searches/ Simple searches (o" off% logs you off 0. 'avi"ation Area ) 'avi"ation *ar% It includes "pplications search launches * L lin1 BI reports and analysis ,S". 2et3eaverTransactions in other systems I. $irst Level 2avigation 'ntries% 4ome 3or1 list (alendar eports Business- ole specific wor1 centers II. Second Level 2avigation 'ntries% Lin1s to most fre5uent search pages )pens via a clic1 and vanishes automatically after the selection

a. b. c. d. e.

a. b. c. d.

o o o o o

o o

Wor+ Centers: It is a flexible grouping of application and information that logically belong to each other from the viewpoint of a business role. .ersonali&ation of the 3or1 (enter can be done in 2avigation Bar .rofile S. )-I6#-( 6-*I $ramewor1-Business oleLogical Lin1s% are of 0 Types% a. Lin1 b. 3or1 (enter c. Launch Transaction d. BI eport Create Area) ,-ic+ Create Area) .irect (in+ /ro-ps % It contains fre5uently used applications by the user. It allows users to start a creation of an ob7ect of an ob7ect 5uic1ly8 no matter where the user is located in the S". ( 6 application at the moment. This are is freely configurable per Business- ole. This are can be personali&ed by the *ser. "ppointments 'mail Tas1 Business- ole specific lin1s

abcd-

.ersonali&ation of the +irect Lin1 #roups can be done in 2avigation Bar .rofile S. )-I6#-( 6-*I $ramewor1-Business oleRecent !tems: It allows the user to navigate to the items that he has wor1ed on most recently with one clic1. This area is configured per Business- ole. This number of entries can be changed up to 19. The personali&e settings can be done by the user via .ersonali&e-.ersonali&e 2avigation Bar- ecent Items (drop down) 0. #ome Pa"e: The 4)6' page provides% 6y appointments Today 3or1flow Tas1s 6y )pen Tas1s "lerts 6y Saved Searches The 4)6' page can be configured per Business- ole. "vailable content and screen structure can be personali&ed by the user. '.g. +rag : +rop. 1. WOR2(!S3 pa"e:

a. b. c. d. e.

abcdef-

;. CA(4'.AR pa"e% " graphical overview of today<s appointments Switching between daily8 wee1ly and monthly views Switching to a colleagues calendar. .rovides an overview of the next = months .rovides a list of open tas1s. .rovides an option to directly create an appointment from the daily view. >. 4MA!( !'*O5 pa"e%

abc-

?. WOR2 C4'34R% The wor1 center page is opened by choosing the $irst-Level navigation entry directly8 without selecting any specific Second-Level entry8 belonging to the respective wor1 center. Search (reate eports 60. R4POR3S74ntr& Pa"e% .rovides a list of reports and analysis grouped by business topics. It can have second-level navigation entry providing direct access to important analysis or dashboards. BI (ontent ( 6 Interactive reports ( 6 "nalytics (onfigured per Business- ole 11. S4ARC# PA/4S% Search (riteria "rea Search esult List "rea

ab-

The table graphic is a feature available for every table8 but especially in the search result list it provides a perfect facilitation option to understand patters and schemes behind the found search results in a graphical manner. SPRO8!M/8CRM8U! 9rame or+83echnical Role .efinition8.efine Parameters .ossible parameter values are% "SSI#26'2TBL)(@AS'" (4 'S*LTA ,adobe flash is re5uired"vailable search criteria can be controlled by SPRO8!M/8CRM8U! 9rame or+83echnical Role .efinition8.efine Central Search Bou can use the CRM ES Modeling Workbench to connect ( 6 business ob7ects to S". 2et3eaver 'nterprise Search. Bou can access CRM ES Modeling Workbench via SAP M4'U8Architect-re an$ 3echnolo"&84nterprise Search !nte"ration83ools 1=. O:P: Over :ie Pa"e !'34R:!4W ,U4S3!O'S: 3hat is partner functionC 4ow will you do determinationC 3hy we useC 3hat are the sources for partner functionsC 3hat is the procedure to do text determinationC Tell the processC 4ow many methods/profiles in )rg determinationC (an you do org det at item levelC 3hat as "ctionC 3hy we useC 3hat are the conditions we haveC 3hat type of actions you have used8 for which scenario explainC Tell me some transaction typesC 4ow many Levels are there in transactionsC 3hat is activityC Types8 customi&ing settingsC 4ow will you change the reasons according to the statusC (ampaign mgt wt you 1nowC 3t are the settings will you doC 4ow will you execute campaignC 3here you have used campaign explainC 3here will you enter responsible partners in web *IC 3t settings will you doC (an you run campaign without productsC 3hat are all necessary to run campaignC 3hat settings will you do to send mail from your systemC 4ow will you create "ctivity when you trigger e-mail campaignC 3here all you can create target groupsC 3hat you 1now about .roduct proposal8 why we use itC 3here we use itC 3hat is the customi&ing for top n productsC 4ow will you determine ran1ing valuesC 3hat are mail formsC 4ow will you do in 3'B *IC Tell me what you 1now about 3eb *I customi&ingC 4ow can we edit labelsC 4ow can you create your business oleC 3hat is call list8 do you have any ideaC 3hat are the Business oles available/you 1nowC 3hat you 1now about I(C 3hat is LeadC 3hat you 1now about itC FFFFF 3hat are the customi&ing settings for leadC 3hat are the customi&ing settings for (ampaignC 4ow to ma1e a campaign template/6ar1eting .lan TemplateC 4ow can you customi&e assignment bloc1C (an you delete an "ssignment Bloc1 of a campaignC 3hat are the customi&ation stepsC 3hat is "S". methodologyC 3hat is your system landscapeC 3hat is a B. field groupingC 3hy is it usedC 3hich B. role would the B.<s created form 'L6 come underC +ifference b/w B. ole and .artner $unctionC 3hat are the setting re5uired for Service )rderC 3hat is your service life-cycleC 3hat is Blue .rint .haseC 3hat does the document consist ofC 3hat are actionsC 3hy did you use them in your pro7ectC

1=!0DE;>?19111=1!101D1E1;1>1?=9=1===!=0=D=E=;=>=?!9!1!=!!!0!D!E!;-

!>- 3hat is email processingC !?- 3hat is wor1flowC SAP Business Workflow can be used to define business processes that are not yet mapped in the /! System. These may be simple release or approval procedures8 or more complex business processes such as creating a material master and the associated coordination of the departments involved. S". Business 3or1flow is particularly suitable for situations in which wor1 processes have to be run through repeatedly8 or situations in which the business process re5uires the involvement of a large number of agents in a specific se5uence. Bou can also use SAP Business Workflow to respond to errors and exceptions in other8 existing business processes. Bou can start a wor1flow when predefined events occur8 for example an event can be triggered if particular errors are found during an automatic chec1. 09- 3hat is I-BaseC 3hat is I-Base categoryC 01- 3hat is '-("TC 0=- 3hat is LS63C The Legacy System 6igration 3or1bench ,LS63- is a tool recommended by S". that you can use to transfer data once only or periodically from legacy systems into an /! System. The LS6 3or1bench lets you chec1 the data for migration against the current settings of your customi&ing. The chec1 is performed after the data migration8 but before the update in your database. T(% LS63 0!- 3hat are adaptorsC 00- 3hat is B+ocsC 0D- 3hat is application builderC 0E- 4ow did you customi&e I( for service pro7ectC 0;- 3hat Business oles did you configureC .rofiles usedC 0>- 3hich all profiles did you useC 0?- 4ow to activate/deactivate wor1 centersC D9- 3hat are Logical Lin1sC 3here do you ad7ust themC D1- 3hat is 6aster +ataC 3hat is it used forC D=- 3hat is territory master dataC "ssignment bloc1s capabilities are available in single (olumn and tile layout. 6ain )G. 'lements H o 3or1 "rea Title o 3or1 "rea Tool Bar o .ersonali&ation o $orm Giew o 4eader "rea o "B Tool bar o Table o "ssignment Bloc1s 2on-Interactive (enter in a tile layout SPRO8!M/8CRM8U! 9rame or+8U! 9rame or+ .efinition8 Re"ister Overvie Pa"es for 3ile (a&o-t 4ierarchies% *sed for navigation or simply to display related information in a structured format. '.g.% )rg 6odelA Installed BaseA .roduct 4ierarchiesA "ccount 4ierarchies *SP Application: CRM;U!;S3AR3 .escription: CRM WebClient U! Start Pa"e: $efa-lt.htm SU< SU06 CRMC;U!;PRO9!(4 CRMC;U!;'*(!'2S *SP;W.;CMPW* Create a User User Master .ata .efine a *-siness Role .efine 'avi"ation *ar (in+s Component Wor+ *ench

6<. Personali%ation Pa"e%

To enable the configuration mode the user needs a specific ,administration- authori&ation. *sing the configuration mode it is possible to start the new configuration and the $"(T S4''T configuration directly from the ( 6 3eb(lient. 3eb Lin1s 3idgets ( 6 $eeds% stay up-to-date with your wor1 wherever you are. 6=. 3ransaction (a-ncher H Bou can add external application to the ( 6 3eb(lient *I by using the Transaction Launcher and S". ITS. !3S - Internet Transaction Server% These include 3eb Sites of your choice Transaction in an ' . system "dministration transactions in the ( 6 System *se function 1ey of your 1eyboard I$=< to display the technical information for the component. "uthori&ation )b7ect% ( 6()2$6)+ controls whether user can activate the configuration mode.

a. b. c.

a. b. c. d. e. f. g. a. b. c. d.

1D. *-siness Roles% Bou can generate a portal role from your business role by creating an J6L file of your business role and importing this J6L file to S". 2et3eaver .ortal. Bou generate an J6L file of your business role in customi&ing by choosing SPRO8!M/8CRM8U! 9rame or+8Portal !nte"ration8Uploa$ *-siness Role $or more complex *I changes the Component 4nhancement Concept can be utili&ed. Business ole are maintained in customi&ing% SPRO8!M/8CRM8U! 9rame or+8*-siness Role8.efine *-siness Role Business ole is assigned to an )rgani&ation *nit or to a .osition. ..)6"K( 6 select your org model Select the position to which you want the Business ole to be assigned (lic1 on #oto in the main menu bar (lic1 on enhance ob7ect Select LBusiness oleM and clic1 create "ssign your Business ole Save Business ole can be assigned to the *ser also in T(% S*! Select .arameter Tab page Insert .arameter I+ ( 6K*IK.rofile #ive a description and assign your Business ole. 1E. A43 H "pplication 'nhancement Tool has been introduced t enhance ( 6 applications. Bou can use this tool to Search for enhancements and to display8 (reate8 (hange8 or +elete enhancements. The component 3or1bench does not allow to launch "'T. Bou can ma1e new fields created via "'T available for the following system or applications only% i. Business Intelligence reporting ,BIii. ( 6 interactive reporting ,as characteristic or @ey $igureiii. /! adapter ( 6 6obile ,Synchroni&ed B+oc-

1;. 44W* - 'asy 'nhancement 3or1bench% It is a development tool that can be used to enhance S". "pplications ,Business )b7ects-. 3i&ards are used in the wor1bench to define customer enhancements of business ob7ects. This means that the user without "B". 1nowledge can also ma1e enhancements to the standard S". system.

The technical composition of an enhancement created with the ''3B is no different from the once created manually. In both cases transportable "B". ob7ect are created and the same customer exists8 business transaction events or B"dIS are implemented. The only difference is the way that the re5uired ob7ects are created. In most cases the enhancement applies to all system. '.g.% when you enhance a business ob7ect in ( 68 the data exchange to other system ,B+oc- is also ad7usted. The system landscape must be configured appropriately for cross-system generation. 1>. *-siness Role C-stomi%ation: (ontains 1 .rofiles% ole (onfiguration @ey 2avigation Bar .rofile Layout .rofile Technical .rofile $unctional .rofile .$(# 1?. Role Confi"-ration 2e&% (ustomer specific ad7ustments to the *I can be performed using a role configuration 1ey. U! Confi"-ration 3ool% Bou can use the *I (onfiguration tool to configuration tool to configure views and pages that are made up of different views. These include% $orm Giews Tables and 4ierarchies Search .ages )verview .ages Start .ages and 3or1 (enters Typical changes include% "dding and removing fields (hanging the item of fields "dding headers 'diting fields properties ,eg% re5uired entry fields/mandatory(onfiguring search criteria (onfiguring result list +isplaying assignment bloc1s ,direct8 la&y(reation of a ole (onfiguration @ey "ssignment of ole (onfiguration @ey to Business ole SPRO8!M/8CRM8U! 9rame or+83echnical Role .efinition8.efine Role Confi"-ration 2e& " ole (onfiguration @ey can be assigned to one or more Business- oles. =9. (a&o-t Profile% 4eader "rea% It is static8 non-scrolling area on top of the screen. 'g% Logo "rea8 #lobal $unction "rea and others. $ooter "rea% It is non-scrolling area at the bottom of the page. .icture "rea% 6enu "rea% Shortcut "rea% SPRO8!M/8CRM8U! 9rame or+8*-siness Role8.efine (a&o-t Profile SPRO8!M/8CRM8U! 9rame or+83echnical Role .efinition8.efine (a&o-t Components

a. b. c. d. e. f.

a. b. c. d. e. b. c. d. e. f. g. h.

a. b. c. d. e.

26. 3echnical Profile% It contains some browser related setting and other technical information 3hen you log off from the S". ( 6 system the S". homepage http%//www.sap.com/ is called per default. Bou can change this by entering a different * L in the technical profile. SPRO8!M/8CRM8U! 9rame or+83echnical Role .efinition8.efine 3echnical Profile

22. 9-nctional Profile% Some business roles are special in the way that they need more technical settings and infrastructure This is the case for all I( related business roles. SPRO8!M/8CRM8U! 9rame or+83echnical Role .efinition8.efine 9-nctional Profile 2<. 'avi"ation *ar Profile% The 2avigation Bar .rofile is the main ob7ect to control the available business content and lin1s for a user. The navigation bar contains lin1s to all wor1 centers that belong to a role. The wor1 centers contain lin1s to the search pages of the business ob7ects that belong to each wor1 center. It also contains direct lin1s to the user<s calendar or wor1 list. Logical lin1s can be used in direct lin1 groups8 second level navigation or on wor1 center pages. SPRO8!M/8CRM8U! 9rame or+83echnical Role .efinition8.efine 'avi"ation *ar Profile 3C: CRMC;U!;PRO9!(4 0 type if lin1s 3or1 (enters% displayed in $irst-Level entry. 3or1 (enter Lin1 #roups% logical lin1s are grouped such as (reate8 Search : eports +irect Lin1 #roups/Nuic1 (reate Lin1s% To (reate the most fre5uent used applications Logical Lin1 #roups% Listed "pplications ( 6(K*IK2BLI2@S 6aintain 2av Bar .rofile 3ransaction (a-ncher: It is used to integrateA external S". #*I based applications to S". 3*I. Its benefit is to save agents from Logging into different system ,multiple systems- and repeating data entry. The TL function allows to access business transaction directly from the ( 6 3eb(lient *I. The main benefit of using launch transaction is to save agents from logging into multiple systems and repeating data entry. TL supports = types of transactions% BS. H Business Server .ages B) H Business )b7ects epository B)L !3S - Installed the ITS ,Internet Transaction Server- to provide access to the local S". ( 6 system or to another S". system. ( 6SKI(K( )SSKSBS H +efine Transaction Launcher B+D0 H +efine your Logical system S6D? H +efine your $( , emote $unction (allB+?; H "ssign $( destination to Logical System SAP Men-8!nteractive Center WebClient8A$ministration8S&stem Parameters8.efine 3ransaction (a-ncher (o"ical s&stems an$ UR(>s SPRO8!M/8CRM8U! 9rame or+83echnical Role .efinition83ransaction (a-ncher8Confi"-re 3ransaction (a-ncher

o o o o

a. b. c.

2=. P9C/% It is used to maintain the authori&ation profiles. 'ach authori&ation references an authori&ation ob7ect and defines one or more permissible values ,e.g. +isplay8 (hange8 and (reate- for each authori&ation field contained in the authori&ation ob7ect. "uthori&ations are assigned to *sers in the user master data. T(%S*91 $or each business role S". delivers a .$(# ole with the re5uired authori&ation ob7ect.

+efault values can be maintained in T(% S*=08 if the default values delivered by S". don<t fit your needs. *se report ( 6+K*IK )L'K. '." ' and T(% .$(# to assign all re5uired authori&ation to the related .$(# role. *se report ( 6+K*IK )L'K"SSI#2 to ma1e the user assignment easier. +eleting/"ssigning an "ssignment Bloc1 to a Business ole. SPRO8!M/8CRM8U! 9rame or+8.efine *-siness Roles8.efine A-thori%ation Role T(% S*=0 S6!; S*91 .$(#

6aintain default values for .$(# (reate a *ser .$(# profile

QUESTION 1 Organization Model What is the difference between standard backend version and enhanced back end version of organization model? ANSWER The enhanced version allows for multiple assignments of a single object. As an example, in !, a sales group can be assigned to multiple sales offices. "n the standard organization model, this is not possible. As #A$%s & ' product has evolved, it has become more compatible with the ! product. (efore & ' ).*, it was not possible to assign an organization object to more than one organizational object. This was a problem for man+ #A$ customers because in ,!, it is possible. #o in ).* and after, #A$ introduced the abilit+ to handle multiple assignments and a program to convert the org model to this structure. #o if +our client has ,! organization model that involves multiple assignments, +ou will need the enhanced version. QUESTION 2 Creation of a Business artner " have several -uestions. ./ While creating a business partner in & ' enterprise, it asked for ($ role. " created it with a role prospect. 0ater on, this partner has given me some business. #hall " create a new record for this business partner or change the existing partner record like a 1prospect to sell to part+%. 2/ Who creates the business partners? "s it an end user or a functional consultant? 3or example, if " created a prospect in & ' enterprise on production server and in due course, this business partner have given me some business. #hall " create a new ($ record of role sold to part+ or change the existing record from ($ role prospect to ($ sold to part+? ANSWER "t depends on specific situations and re-uired functionalities. "f +ou are talking about a project mode where +ou as a consultant are customizing and developing, for example & ' online, +ou might want to have a master data to test +our configuration. "n that case, +ou probabl+ will

create some of +our own master data simpl+ to test ever+thing +ou are configuring 4development s+stem/. 5n a production s+stem however, it is usuall+ the end user 6 7 6 who creates the master data, such as business partners, products, etc. The compan+ however should decide if for example ever+ sale should be able to create new prospects,customers in the s+stem, or if this should happen via a single point of entr+ 4. team responsible for creating and maintaining master data/. 8ou would have to change the classification of the business partner 4see tab page classification hours/ from prospect to customer. Again, where +ou do it depends on +our setup. Which s+stem is leading 4& ' or ,!/ and who are prospects or customers replicated from one s+stem to the other. QUESTION ! Use of R"! #onditions in CRM We are tr+ing to replicate #A$ ,! pricing conditions to & '. "nitial download of pricing customizing has been done. ,! pricing conditions are displa+ed in & ' customizing well 4pricing, rebates and free goods/. Though when " go in customizing 4in & '/ to use these ,! conditions in condition maintenance under 9marketing planning and campaign management:, " can see m+ rebates conditions, the free goods conditions but not the other conditions appl+ing directl+ in the sales order. " have checked the configuration for the conditions not shown. The+ are categorized in; Application < & '= >sage 1$ % for pricing= #ource ,!= "s there an+ particular reason for this? ANSWER &onditions created in ,! and replicated to & ' can onl+ be maintained in ,!. "f +our middleware is set properl+, an+ changes 4?@.., ?@.2/ will replicate to & '. 6 A 6 5nl+ conditions created in & ' are maintained in & ' 4most likel+ documents that do not replicate back to ,!, if that scenario exists for +ou/. "f +ou are tr+ing to create condition records for a marketing campaign, +ou will need to do a couple of things; .. 'aintain the 9condition maintenance group: to include the condition t+pe and table for maintenance context &A'$A"BC= 2. "n ,!, designate that this condition t+pe is maintained in & '= QUESTION $ SA NetWea%er " have a couple of -uestions about the #A$ Cetweaver; .D "s it necessar+ to work in #A$ Cetweaver environment to configure,customize #A$ & ' modules especiall+ "& Webclient and "nternet #ales even though the compan+ does not have #A$ (W,#A$ A$5 in its #+stem 0andscape Eesign? 2D "f so, then as #A$ & ' consultant, what are the necessar+ things to know about #A$ Cetweaver? B

ANSWER The answers are provided according to the number the+ were asked; .. 8ou are indeed working in #A$ Cetweaver environment. #A$ Cetweaver is an open platform for integration purposes. "n fact, for +ou as a consultant, +ou will probabl+ not have much to do with #A$ Cetweaver, unless +ou would be doing F" or (W. 8ou can use & ' as a standalone application or integrated with #A$ ,! and,or (W. Eepending on what the customer will be implementing, +ou will of course have a different s+stem landscape. 2. Gust do some reading on #A$ Cetweaver technolog+. 8ou don%t need to get into real detail. Gust check out information on help.sap.com or on service.sap.com. There is a lot of information available. QUESTION & Enter'rise ortal What exactl+ is Hnterprise $ortal and in what wa+ do #A$ & ' &onsultants connect to it? What are the activities that the+ have to do in H$? ANSWER The enterprise portal is a $ortal which allows people to have a single point of access to different applications, tools, and other information sources. 3or example, it is possible to have via single sign on the #A$ H$ 4enterprise portal/ access to & ' processes like marketing and campaign management, service processes , but at the same time access to (W reports and or -ueries, and database access to non #A$ database related data. "ntegration in the #A$ portal for & ' is via "6?iews. "t is called $eople &entric & ' and the screens that +ou integrate in the portal are $&>" screens. Another thing is (#$ developments 4(#$ applications like the "& Webclient I via Transaction code #HJ* +ou can look up the (#$ application & 'K"&, which is the "& Webclient (#$ Application for the "& Webclient/ that can be integrated in the #A$ $ortal. #A$ delivers those working assets in the form of $ortal oles, like for example &A00 &enter Agent, or 'arketing 'anager. Hver+ role gives access to specific work sets which give access to specific "views or screens. QUESTION ( )e'lo*ing SA CRM ro+e#ts What is the implementation tool,methodolog+ that is generall+ used in deplo+ing #A$ & ' projects? "s it A#A$ or #olution 'anager? ANSWER 8ou can use the #A$ #olution 'anager as a customer platform for efficient implementation and operation of #A$ #olutions such as the m+#A$ (usiness #uite 4& '/. "t makes use of the mentioned A#A$ 4ke+ accelerated #A$ implementation concepts/. The wa+ " approach things is usuall+ the following 4supposing that the customer is considering implementing #A$ & '/; ./ 3irst +ou anal+ze business re-uirements. What processes are being used? Are the processes working in an optimal wa+? 2/ What processes need

to be improved? Low can +ou improve them from a business perspective? !/ 'ake A#6"# anal+sis of the current business process and designs the T5 (H processes. )/ Translate the T5 (H processes into s+stem processes such as marketing and campaign management, account and contact management, "& win or Webclient, complaint or case managementM.. 6 .. 6 7/ &onsider complexit+, cost, added value, ease of use, user acceptation, implementation time and budget, during the (0>H$ "CT phase. N/ Euring the (0>H$ "CT phase, it is likel+ that +ou do not know what #A$ functionalities within & ' are existing, and are best to implement. Therefore " usuall+ do a lot of research on different sources. " usuall+ read #A$ LH0$, search presentations, 5nline knowledge products and other information on help.sap. com or on service.sap.com 4make sure +ou get a #6user and password on this site/ look at #A$ notes and also ask -uestions on forums like sapfans.com or others. (ut one of the best search tools for #A$ functionalit+ are internet search engines, such as Boogle. QUESTION , T-e Most i.'ortant and Mandator* /un#tions Which are the most important and mandator+ functions, function modules and Transaction codes of "& Webclient, 'arketing and (ase &ustomization? ANSWER " suggest +ou follow existing courses like the; 6 & .**; & ' base customizing 6 & N**; 'arketing and &ampaign management 6 & )**; "& Winclient 6 & ).*; "& Webclient "f +ou have access to a & ' s+stem, +ou will discover the Transaction codes easil+O "n the #A$ 'enu, +ou can click open the relevant folders, and displa+ the Transaction codes b+ displa+ing the technical names. To do so, in the menu; +ou do 9HxtrasP #ettingsP Eispla+ technical names:. 3or &ustomizing +ou can check also the relevant paths; &ustomizing is done via Transaction code #$ 5. 0ook up function modules via transaction code #H!A. (usiness Add6ins via #H.J. "n order to understand how ever+thing works, " advise +ou first to read existing documentation 4power points about for example "& Webclient, #A$ help information/ and also the relevant &ustomizing documentation. QUESTION 0 1eneral S*ste. lands#a'e for CRM ro+e#ts What is the s+stem landscape design for & ' projects? What are the integration points within & ' and with other s+stems?

ANSWER The s+stem landscape for & ' or an+ #A$ 'odule usuall+ looks like this; A/ Eevelopment s+stem 4here +ou do all customizing settings and developments/. (/ QA 4-ualit+ assurance s+stem/; for end user training and especiall+ for unit testing and integration testing purposes. &/ $roductive s+stem. #A$ & ' is for example usuall+ integrated with a backbone #A$ ,! s+stem. "ntegration in this case happened via the & ' middleware. 5n both sides 4 ,! < plug in and & ' +ou will have a ,! adapter/. 3or integration with (W there exists a (W Adapter. 4"n the & ' s+stem, #A$ delivers b+ the wa+ standard data sources that can be used b+ the (W s+stem. The+ can be activated 4content/ and replicated to the (W #+stem for data anal+sis. QUESTION 2 Inter%ie3 Questions fa#ed 3it- IC We4#lient5 et6 al6 When interviewing a possible candidate, what are the interview -uestions that " should ask in relevance to "& Webclient, 'arketing, and (ase &ustomization? ANSWER Lere are some probabilities; 6 $roject experience? 6 & ' functional knowledge? Which components? 6 Technical knowledge 4abap, oss notes implementations, (#$ and html knowledge/? 6 What are best practice cases? What is the added value? 6 #how functional experience 4e.g. how to create marketing plan, campaign, target groups, and sent out email to existing target groupM./ and customizing knowledgeM 4know what is possible, but also the limitations/ 6 Wh+ "& Webclient instead of "& Winclient? 6 What about performance of "& Webclient? 6 What about >ser interface differences and customer adaptation and training? 6 $ossibilit+ to show a small demo 4sta+ in #A$ #tandard deliver+/ in short notice? QUESTION 17 Material )ata flo3 fro. CRM to C)B Eoes an+ one know how can we stop the material changes to flow from & ' to &E(?

ANSWER "f +ou do not want to download all the materials from & ' to &E( then disable the '5("0H( "EBH for $roduct download. "f +ou want it specific for particular material t+pes then +ou need to enhance the 'obile (ridge Adapter not to map those material t+pes.
1). what are adapters #.1) 2ata is exchanged between the CRM syste( and a connected ER$ syste( CExa(pleD "#$ R6& ) (ainly by (eans of the CRM (iddle ware. # pl g%in installed on the ER$ syste( acts as a co nterpart to the R6& adapter in the CRM syste(? s pporting the data co(( nication between the two syste(s. !)<he data exchange incl des an initial transfer of c sto(i@ing data? (aster data and transaction data to the CRM syste(? as well as delta data in both directions. !#ns. software adapters are sed to connect to external syste(s. <hese adapters assign data and convert it into vario s for(ats !). What is a target gro p? #. is a selection of specific b siness partner based on defined criteria for se in a (ar+eting ca(paign. &). can we stop a ca(paign when it is r nning? if yes how #. We can stop the ca(paign. it is called +illing the job. 1t can be done in s(&5. ,). Co ld yo explain in what b siness scenario do we se organi@ation deter(ination r le with Responsibilities and deter(ination r le with organi@ation (odel? #. org. deter(ination se for it deter(ines the responsible org. nit in 4 siness transactions. When deter(ining organi@ational data? the syste( ta+es the organi@ational data profile defined in C sto(i@ing and the deter(ination r les fro( this profile. <hese deter(ination r les specify which fields are ta+en into acco nt when the syste( deter(ines organi@ational data fro( the doc (ent data Cfor exa(ple? b siness partner n (ber? telephone n (ber). 2eter(ining organi@ational data can be set by assigning the organi@ational data profile for the b siness process type so that it is dependent on the b siness process type. .). Which $artner f nctions are necessary for ploading sales order into R6&? a. "old to party b. "hip to party c. $ayer d. 4ill to party e. E(ployee responsible #ns D a?b?c and 2 no need of E(ployee Responsible

3). 1$C is reE ired to calc late pricing in CRM. Which of the following are tr e? a. 1t consists of "$E? "CE and <<E only. #s it also incl des data loader and li(ited prod ct (aster infor(ation b. 1$C accesses CRM database c. 1$C is F#A# based technology #nsD #ll (eans Call options tr e) 5). >rgani@ation data deter(ination can be done sing a. <ransaction type b. >rgani@ation str ct re c. 4 siness $artner d. $rod ct (aster #nsD #ll (eans Call options tr e) 7). which of the following is tr e with regard to prod ct categories a. 1nitial assign(ent of prod cts to prod ct categories is done d ring download fro( >-<$ b. $CGs are assigned to $types c. $C can be assigned to (any categories d. Can have hierarchy of prod ct categories e. 1f a prod ct type is assigned to a category only prod cts of this type can be assigned to a category #ns D # ? d and E 8). What are the Control attrib tes in a transaction type. which are tr e? a. 4>M explosion b. <ext deter(ination proced re c. $artner deter(ination proced re d. >bject relation proced re e. #ction profile f. ; (ber ranges #nsD 4 C ? 2 and f 19). 4 siness transaction category is a control attrib te that controls which are tr e? a. 1te( category deter(ination b. " bordinate transaction type c. Control attrib tes of transaction type d. " bordinate ite( category #nsD #ll are tr e 11). Which of these f nctions are possible on sales transaction in CRM ? a. Change price at ite( level b. #<$ chec+

c. 2oc (ent flow d. # to creation of delivery doc (ent #ns D 4 ? C 1!). 4 siness activity and tas+ have the following in co((on.? a. ;eeds a specific date b. 1ncl des a b siness partner c. *ave org data #ns D # and C 1&).1 Can Wor+flow can be sed for date driven process? ! can c sto(i@ation fro( CRM to (obile data can be done thro gh "42>C &. 1s Consolidated 2atabase is needed for every (42>C? ,. # 42>C can hold only (odified fields.<R e6 false? .. 1s $ blication and s bscription are lin+ed one to one. <r e6 false? 3. Middleware trace f nctionality can be sed to (onitor inbo nd E e e. <r e6 false? 5. =low context in (iddleware can be defined sing a for( la. <r e6false? 7. 1n "ol tion Manager it is possible to initiate the integration testing 8. 1nternet "ales is an application that is b ilt sing F"$ . <r e6false? 19. following application are sed sing F"$ a. 1nternet "ales b. Win client c. Web client d. Collaborative "howroo( e. $artner $ortal #nsD !) yes &) yes ,)# 42oc can *old all the data not only (odified C =alse) .) yes 3) false 5) not possilbe ? 8) <r e 19) a e 1,). what is the p rpose of te(plate and when i created a service order in cr( what doc (ent created in r&? #. #ll the general data will be presenting the te(plate? s ch as -ine ite(s? dates etc..

"ales >rder will get generated in ER$? in the integrated scenario. 1.). *ow to send a # to Mail every three ho rs? #.'E" 1< 1" $>""14-E W*E; #C<1>; $R>=1-E 1" 1;<E/R#<E2 W1<* 2#<E M#;#/EME;< i.e.? 4#"E2 >; <1ME 2E$E;2E;< C>;21<1>;". 13). for lead (gt?H how to create a thori@ation gro p H assign role for this ? #. (y answer is i(g? cr(? transactions? basic settings? activity (anage(ent. *ere we prepare the E estionnaire? priority? gro ps. 15). Where do we capt re the cost in (ar+eting planning and ca(paign (anage(ent? #ns. We can Capt re and cost the ca(paigns and (ar+eting in W4" CWor+ brea+down "tr ct re) in R6& $" Mod le C$roject "yste() can calc late the cost. 17).W*#< 1" 4#<C* "E)0E;CE #;2 21#->/0E "E)0E;CE W*1C* 1" 0"E2 1; $#R<;ER 2E<ERM1;#<1>; $R>CE20RE? W*' <*E"E "E)0E;CE" #RE 0"E2 #;2 W*#< 1" <*E R>-E >= <*1" "E)0E;CE 1; $#R<;ER 2E<ERM1;#<1>; $R>CE20RE 1= $>""14-E $-E#"E EI$-#1; W1<* EI#M$-E? #ns. 4atch "eE. 6 2ialog e "eE are nothing b t the "no. Which syste( follows while deter(ining the partners for a given 4%<ransaction. -i+e 19? !9 ? &9 ...... "yste( first chec+s the condition at 19 if it finds a partner for trans. then that partner it assigns to <rans. if syste( wonGt find any partner by following the access seE. r le at 19 then syste( searches as per the r le (aintained nder !9... <his way where ever the syste( finds the partner it assigns to trans.