SAP CRM Interview Questions

What is SAP CRM?

SAP CRM (Customer Relationship Management) is a software tool provided by SAP to support end to end customer related supports. It handles various activities like invoicing, delivery, decision making, accounts receivable and so on.

Mention what are the master data in SAP CRM?

In SAP CRM, the Master Data is basic data about your customer which can be shared amongst different modules.

Explain what is Activity Journal?

You can record and update information from customer visit or telephone call in Activity Journal.

Mention what is the standard transaction type for Quotation?

The standard transaction type for quotation is AG, and the item category is AGN.

What are the different organizational determination rule in CRM?

Rule type responsibilities.

Rule type organizational attributes.


There are two types:

1. Rule type this is working for read and evaluated.

2. Organisation type which is only read.

Explain what is partner function in SAP CRM?

As the name indicates partner function describes the organization and people with whom the business is done, which includes any kind of business transaction. Partner function includes information like

-Sold to party

-Ship to party

-Bill to party


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 ?

R 3 Means ( Three tier architechture ) 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 is ( ECC – Enterprise 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

What are the prerequisites to create an opportunity?

Lead is the perquisites for opportunity after qualifying it as a hot lead then it is send through workflow and then opportunity is created.


For opportunity, we can create 2 ways one for follow-up transaction:

For lead or direct opportunity, in follow up transaction for lead you should maintain copy control for lead to opportunity, then if lead is qualify respective levels for the workflow, automatically opportunity will creates.

For opportunity, you should maintain sales cycle and phases, and all profile proper way and then follow up for opportunity you should maintain copy control.

Explain what is text determination in SAP CRM?

In CRM, text can be used to exchange and information between the customers, partners or between the users. Text can be created for customer master, sales document header and item, billing document header and item and so on.

Explain what is Actions in SAP CRM?

“Actions” in SAP CRM are a way to add functionality to objects. For example, to send quotation to the customers from the quotation document, you can use Actions. Another use of actions is, for instance, creating in follow on document.

List out the standard transaction types for sales?

Some of the standard transaction types for sales are

-LEAD- lead

-AG- Quotation


-OPSM- Sales Methodology

-TA- Tele Sales, etc.

Desired to gain proficiency on SAP CRM? Explore the blog post on SAP CRM Training
 to become a pro in SAP CRM.

Explain what is the prerequisites to create an opportunity?

Lead is the pre-requisites for creating an opportunity. Once it is qualified as a hot lead then, it is send through workflow and then opportunity is created.

Explain what is the difference between a CRM lead and an Opportunity?

Lead: It is an account or contact with very little information.

Opportunity: It is a contact or account which has been qualified.

Explain what is logical links in SAP CRM?

The navigational bar in SAP CRM has two level menu structure. The top level menus are referred as work centers, and these work centers contain logical links that point to the actual CRM application. Below the two-level menu system, there is a set of logical links which enables the CRM user to directly create the CRM business object. These links are referred as direct links. Logical link allows navigation to different pages.

Mention how CRM assign the business roles?

To assign business roles, SAP CRM uses two basic way

-Indirect assignment of business roles PPOMA_CRM

-Directly through security roles assigned to user masters in SU01

What is the package that you use to save the OD profile?

To save the OD profile, we use $tmp.

Explain how you can display the error message in web UI when the user has not entered a specific field?

To display the error message in web UI, you have to call message class in even EH_onSave. The message class is created in SE91.

What is Netweaver in SAP & its role?

Netweaver is a SAP component, it is like single sign in sap, using netweaver you can give particular screen to the user, you can log in to any SAP systems using netweaver, it is control by EP consultant.

Explain what are adapters?

A CRM middle ware is used for the exchange of data between the CRM system and connected ERP system. It is also used to assign data and convert it into various formats and to connect with external systems.

Explain what is BDOC in CRM? What are the types or classes of BDOC?

BDOC or business documents consist of all data’s or information used by CRM middleware to transfer or exchange data with mobile clients.

The DOC classes or types are

-Messaging BDocs

-Synchronisation BDocs

-Mobile Application BDocs

In SAP CRM, what is the action profile?

Action Profile is a Post Processing Framework (PPF) it gives some output on given conditions.

How CRM can handle e-mails from customers?

SAP CRM provides workflow enabled email processing capabilities. It can retrieve e-mails sent from your customers, route e-mails automatically to appropriate users based on workflow rules, manage multiple attachments in emails, send automatic replies to your customer and so on

What is the difference between CRM and ERP?

CRM combines sales, contact, marketing, management and customer support. ERP stands for Enterprise Resource Planning; it standardises and streamline business processes across services, sales, finance, HR management, etc.

Explain what is IPC?

IPC stands for “Internet Pricing and Configuration.” The IPC carries a set of engines that execute pricing and product configuration functionality in a variety of scenario and sap applications.

What are the important components of IPC?

The important components of IPC are:

-Sales Pricing Engine (SPE)

-Sales Configuration Engine (SCE)

-Free Goods Engine


-Free Goods Engine

In real time what SAP CRM consultant to?

In real time, SAP CRM consultant analyse the business requirements and then configure the ERP.

Is it possible to change or an organisational attribute within the Organisation Model Functionality?

Via the transaction code 00 ATTRICUST, you can change the transaction code. This area is a core SAP configuration screen from here any deleted items cannot be recovered.

How to delete business partner?

To delete business partner you can use BUPA_DEL and BUPA_PRE_DA.

Mention where in the table you can find the internet e-mail addresses for business partners stored?

It is in the table ADR6 that you will find the e-mail addresses for business partners stored.

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 Logical Systems in both systems and link with respective clients.

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 :


-Define logical system for ECC ( Name )

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

-Identify the data which you wanted to copy to crm

-Assign logical system to the client


-Define logical system for CRM

-Define logical system for ECC

-Assign logical system to client

-Copy the required data from ECC .

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

Business objects are business partner sales order etc customizing objects are customizing country, customizing time zone etc, conditions objects are pricing related

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

How is the job market for sap crm ?

Market for CRM not too good it is just ok….

The main problem is no one is perfect so we don’t get guidance from anybody…….we have to struggle ourselves.

  Suppose we have created a organizational structure in a non-sap system and how we will transfer this organizational structure to another non-sap systems ?

Through Batch job we can transfer non spa org structure to another non sap org structure.

we can transfer non sap to sap and sap to non sap through

Batch Job..

check SM36

To monitor batch job SM37

 What is the standard transaction type for quotation ?

Transactio type – AG

Item category – AGN

 How to enhance BP ?

You can enhance the business partner from Easy Enhancement Workbench (EEW)

Key features of the Easy Enhancement Workbench include the following:

-Wizard for adding new fields and new tables to business

-partner master data

-No required detailed knowledge of the development environment and data model Wizards for the extension process

How many tabs are there in navigation bar ?

Navigation bar concept comes in WEB UI

The navigation bar profile is defined in CRMC_UI_NBLINKS Based on how you define, you can have different work centers for different Navigation bar profiles.

Whether sap consultant work on development server or testing server ?

It depends on the Landscape of your environment

Example: Sandbox – Development – Testing or Quality -Production

In support process usually you replicate the issue that the user has got in the testing or quality environment and then try for a solution.

In Implementation, sandbox is used as a rough book to try implementing and doing experiments, later you do a clean configuration in Development and then transport the same to Testing or Quality and finally go live to the production environment.

Note: The above mentioned is just an example, the landscape and process can be different from organization to organization.

 Can we download data from data sets/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.

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).

Quotation transaction type comes under which functionality in CRM ?

Quotation transaction type: AG


-Create or Generate leads with Marketing Campaign

-Track, qualify and close oppt

-Manage and track ERP quotations

-Process ERP Sales Orders

-Fulfill logistics needs

-Process invoices in ERP

-Manage account parables

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