1Q.

what are adapters

A.1) Data is exchanged between the CRM system and a connected ERP system (Example: SAP R/3 ) mainly by means of the CRM middle ware. A
plug-in installed on the ERP system acts as a counterpart to the R/3 adapter in the CRM system, supporting the data communication between the
two systems.
2)The data exchange includes an initial transfer of customizing data, master data and transaction data to the CRM system, as well as delta data in
both directions.
2Ans. software adapters are used to connect to external systems. These adapters assign data and convert it into various formats
2Q. What is a target group?
A. is a selection of specific business partner based on defined criteria for use in a marketing campaign.
3Q. can we stop a campaign when it is running? if yes how
A. We can stop the campaign. it is called killing the job. It can be done in sm37.
4Q. Could you explain in what business scenario do we use organization determination rule with Responsibilities and determination rule with
organization model?
A. org. determination use for it determines the responsible org. unit in Business transactions. When determining organizational data, the system
takes the organizational data profile defined in Customizing and the determination rules from this profile. These determination rules specify which
fields are taken into account when the system determines organizational data from the document data (for example, business partner number,
telephone number). Determining organizational data can be set by assigning the organizational data profile for the business process type so that it
is dependent on the business process type.
5Q. Which Partner functions are necessary for uploading sales order into R/3?
a. Sold to party b. Ship to party c. Payer d. Bill to party e. Employee responsible
Ans : a,b,c and D no need of Employee Responsible
6Q. IPC is required to calculate pricing in CRM. Which of the following are true?
a. It consists of SPE, SCE and TTE only. As it also includes data loader and limited product master information b. IPC accesses CRM database
c. IPC is JAVA based technology
Ans: All means (all options true)
7Q. Organization data determination can be done using a. Transaction type b. Organization structure c. Business Partner d. Product master
Ans: All means (all options true)
8Q. which of the following is true with regard to product categories
a. Initial assignment of products to product categories is done during download from OLTP
b. PCs are assigned to Ptypes
c. PC 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
Ans : A , d and E
9Q. What are the Control attributes in a transaction type. which are true?
a. BOM explosion
b. Text determination procedure
c. Partner determination procedure
d. Object relation procedure
e. Action profile
f. Number ranges
Ans: B C , D and f
10Q. Business transaction category is a control attribute that controls which are true?
a. Item category determination
b. Subordinate transaction type
c. Control attributes of transaction type
d. Subordinate item category
Ans: All are true
11Q. Which of these functions are possible on sales transaction in CRM ?
a. Change price at item level
b. ATP check
c. Document flow
d. Auto creation of delivery document
Ans : B , C
12Q. Business activity and task have the following in common.?
a. Needs a specific date
b. Includes a business partner
c. Have org data
Ans : A and C
13Q.1 Can Workflow can be used for date driven process?
2 can customization from CRM to mobile data can be done through SBDOC
3. Is Consolidated Database is needed for every mBDOC?
4. A BDOC can hold only modified fields.TRue/ false?
5. Is Publication and subscription are linked one to one. True/ false?
6. Middleware trace functionality can be used to monitor inbound queue. True/ false?
7. Flow context in middleware can be defined using a formula. True/false?
8. In Solution Manager it is possible to initiate the integration testing
9. Internet Sales is an application that is built using JSP . True/false?
10. following application are used using JSP
a. Internet Sales

b. Win client
c. Web client
d. Collaborative Showroom
e. Partner Portal
Ans: 2) yes
3) yes
4)A BDoc can Hold all the data not only modified ( False)
5) yes
6) false
7)
not possilbe ,
9) True
10) a e
14Q. what is the purpose of template and when i created a service order in crm what document created in r3?
A. All the general data will be presenting the template, such as Line items, dates etc..
Sales Order will get generated in ERP, in the integrated scenario.
15Q. How to send a Auto Mail every three hours?
A.YES IT IS POSSIBLE WHEN ACTION PROFILE IS INTEGRATED WITH DATE MANAGEMENT i.e., BASED ON TIME DEPENDENT CONDITIONS.
16Q. for lead mgt,& how to create authorization group & assign role for this ?
A. my answer is img, crm, transactions, basic settings, activity management. Here we prepare the questionnaire, priority, groups.
17Q. Where do we capture the cost in marketing planning and campaign management?
Ans. We can Capture and cost the campaigns and marketing in WBS (Work breakdown Structure) in R/3 PS Module (Project System) can calculate
the cost.
18Q.WHAT IS BATCH SEQUENCE AND DIALOGUE SEQUENCE WHICH IS USED IN PARTNER DETERMINATION PROCEDURE? WHY THESE SEQUENCES
ARE USED AND WHAT IS THE ROLE OF THIS SEQUENCE IN PARTNER DETERMINATION PROCEDURE IF POSSIBLE PLEASE EXPLAIN WITH EXAMPLE?
Ans. Batch Seq. / Dialogue Seq are nothing but the Sno. Which system follows while determining the partners for a given B-Transaction. Like 10,
20 , 30 ...... System first checks the condition at 10 if it finds a partner for trans. then that partner it assigns to Trans. if system wont find any
partner by following the access seq. rule at 10 then system searches as per the rule maintained under 20... This way where ever the system finds
the partner it assigns to trans.

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 of functioning. CRM is all about maintaining the relationship with a customer. It is supposed to
enhance the profit of the company or organization since the ultimate goal of any company is profit. Therefore CRM is one step ahead for their goal achievements.
SAP R/3 is a 3 tier based client/ server based application. One layer is presentation layer (Client) which interfaces with the end user. Second layer is application layer for all
business - specific requirements (Program), and third is database which contains all information and records about the system, including transactional and configuration data.
SAP R/3 has been developed in it's own language called ABAP (Advanced business application programming).
Different modules of SAP R/3 are - FICO, MM, PP, SD, IS, AM, HRMS, SCM, SEM, WM etc.
Where CRM is under a business mySAP Business Suit collection (SRM, CRM, SCM etc).

2. CRM Software
Sales Force Automation
- Contact management
Contact management software stores, tracks and manages contacts, leads of an enterprise.
- Lead management
Enterprise Lead management software enables an organization to manage, track and forecast sales leads. Also helps understand and improve conversion rates.
eCRM or Web based CRM
- Self Service CRM
Self service CRM (eCRM) software Enables web based customer interaction, automation of email, call logs, web site analytics, campaign management.
- Survey Management Software
Survey Software automates an enterprise's Electronic Surveys, Polls, Questionnaires and enables understand customer preferences.
Customer Service
- Call Center Software
- Help Desk Software
Partner Relationship Management
- Contract Management Software
Contract Management Software enables an enterprise to create, track and manage partnerships, contracts, agreements.
Example: Upside Software, Accruent Software, diCarta, I-Many.

- Distribution management Software

3. Advantages of CRM
Using CRM, a business can:
- Provide better customer service
- Increase customer revenues
- Discover new customers
- Cross sell/Up Sell products more effectively
- Help sales staff close deals faster
- Make call centers more efficient
- Simplify marketing and sales processes

The types of data CRM projects collect

- Responses to campaigns
- Shipping and fulfillment dates
- Sales and purchase data
- Account information
- Web registration data
- Service and support records
- Demographic data
- Web sales data

4. What is Business Process Management - BPM?

Business Process Management or BPM, is the practice of improving the efficiency and effectiveness of any organization by automating the organization's business processes. BPM
used to be also know as Business Process Reengineering (BPR).
Many companies have business processes that are unique to its business model. Since these processes tend to evolve over time as the business reacts to market conditions, the
BPM solution you choose must be easily adaptable to the new conditions and requirements and continue to be a perfect fit for the company.

In order to use BPM effectively, organizations must stop focusing exclusively on data and data management, and adopt a process-oriented approach that makes no distinction
between work done by a human and a computer.
- The idea of BPM is to bring processes, people and information together.
- Dynamic infrastructure requires separation of flows, business rules and services.
- Identifying the business processes is relatively easy. Breaking down the barriers between business areas, and finding owners for the processes is difficult.
- BPM 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.
- BPM involves looking at automation horizontally instead of vertically.
- Business Activity Monitoring (BAM) is essential for measurement of BPM impact.

Examples of BPM tasks that your organization performs that should be automated include:
- Expense Reports Travel Requests
- Purchase Orders Human Resource Management
- New Accounts and Credit Authorizations Sales Orders
- Project Management Software Change Management

The following example illustrates the power of BPM:

When a B2B partner needs some inventory, he can log into the web site and order required inventory. An email will be generated and sent to the supervisor responsible for the
partner's inventory. The supervisor can click on the link 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.