Q: what is business role its a role describing the ui of sap crm and dispaly the crm function in the

form of bsp application in the crm web client . the business roll is assigned to the end user.

Q: why we need crm? SAP CRM SAP CRM provide enterprise-class server-based integration that delivers real-time connectivity with leading contact center solutions. Contact centers can more efficiently manage customer interactions and deliver superior levels of customer service.

! ". Explain the general ways of how a CRM can be enhanced? A. #here are several ways to enhance the CRM system. Some of them are$ - #ransaction %auncher &ou can add e'ternal applications to the CRM (ebClient )ser *nterface using the transaction launcher and SAP *#S +*nternet #ransaction Server,. #hese could be for e'ample - (eb sites of your choice - #ransactions in an -RP system - Administration transactions in the CRM system - .SP Components (or/bench #his is at a technical level and typical changes carried out are e.g. Adding a completely new 0iew. *t assist with the Component -nhancements. - )* Configuration #ool Allows to ma/e changes such as$

Adding or removing fields Changing field labels Adding 1eaders Ma/ing fields mandatory 2isplaying assignment bloc/s +direct la3y, Customer specific changes to the )* must be performed using a Role Configuration 4ey

- -asy -nhancement (or/bench -asy -nhancement (or/bench +--(., is a development tool that does not re5uire technical /nowledge to be used. *t automatically creates transportable A.AP ob6ects updates events and implements .A2*s. Q: what is CRM. Ans$ More than ever in today7s challenging business environment best-run companies are staying focused on their most valuable assets 8 their customers. Companies see/ to retain their best customers and ma'imi3e the effectiveness of every customer interaction 8 whether it7s sales service or mar/eting. )nli/e other CRM software the SAP Customer Relationship Management +SAP CRM, application part of the SAP .usiness Suite not only helps you address your short-term imperatives 8 to reduce cost and increase your decision-ma/ing ability 8 but can also help your company achieve differentiated capabilities in order to compete effectively over the long term.

INTERVIEW QUESTIONS: 1) What is partner function? How wi !ou "o "eter#ination? Wh! we use? $) What are the sources for partner functions? %) What is the proce"ure to "o te&t "eter#ination? Te the process? ') How #an! #etho"s(profi es in Or) "eter#ination? *an !ou "o or) "et at ite# e+e ? ,) What as -ction? Wh! we use? What are the con"itions we ha+e? What t!pe of actions !ou ha+e use". for which scenario e&p ain? /) Te #e so#e transaction t!pes? How #an! 0e+e s are there in transactions?

1) What is acti+it!? T!pes. custo#i2in) settin)s? How wi !ou chan)e the reasons accor"in) to the status? 3) *a#pai)n #)t wt !ou 4now? Wt are the settin)s wi !ou "o? 5) How wi !ou e&ecute ca#pai)n? Where !ou ha+e use" ca#pai)n e&p ain? 16) Where wi !ou enter responsi7 e partners in we7 UI? Wt settin)s wi !ou "o? 11) *an !ou run ca#pai)n without pro"ucts? What are a necessar! to run ca#pai)n? What settin)s wi !ou "o to sen" #ai fro# !our s!ste#? 1$) How wi !ou create -cti+it! when !ou tri))er e8#ai ca#pai)n? 1%) Where a !ou can create tar)et )roups? 1') What !ou 4now a7out 9ro"uct proposa . wh! we use it? Where we use it? 1,) What is the custo#i2in) for top n pro"ucts? 1/) How wi !ou "eter#ine ran4in) +a ues? 11) What are #ai for#s? How wi !ou "o in WE: UI? 13) Te #e what !ou 4now a7out We7 UI custo#i2in)? How can we e"it a7e s? 15) How can !ou create !our 7usiness Ro e? $6) What is ca ist. "o !ou ha+e an! i"ea? $1) What are the :usiness Ro es a+ai a7 e(!ou 4now? $$) What !ou 4now a7out I*? $%) What is 0ea"? What !ou 4now a7out it? ;;;;; $') What are the custo#i2in) settin)s for ea"? $,) What are the custo#i2in) settin)s for *a#pai)n? $/) How to #a4e a ca#pai)n te#p ate(<ar4etin) 9 an Te#p ate? $1) How can !ou custo#i2e assi)n#ent 7 oc4? $3) *an !ou "e ete an -ssi)n#ent : oc4 of a ca#pai)n? What are the custo#i2ation steps? $5) What is -S-9 #etho"o o)!? %6) What is !our s!ste# an"scape? %1) What is a BP fie " )roupin)? Wh! is it use"? %$) Which BP ro e wou " the :9=s create" for# E0< co#e un"er? %%) >ifference 7(w BP Ro e an" 9artner ?unction? %') What are the settin) re@uire" for Ser+ice Or"er? %,) What is !our ser+ice ife8c!c e? %/) What is : ue 9rint 9hase? What "oes the "ocu#ent consist of? %1) What are actions? Wh! "i" !ou use the# in !our proAect? %3) What is e#ai processin)? %5) What is wor4f ow? S-9 :usiness Wor4f ow can 7e use" to "efine 7usiness processes that are not !et #appe" in the R(% S!ste#B These #a! 7e si#p e re ease or appro+a proce"ures. or #ore co#p e& 7usiness processes such as creatin) a #ateria #aster an" the associate" coor"ination of the "epart#ents in+o +e"B S-9 :usiness Wor4f ow is particu ar ! suita7 e for situations in which wor4 processes ha+e to 7e run throu)h repeate" !. or situations in which the 7usiness process re@uires the in+o +e#ent of a ar)e nu#7er of a)ents in a specific se@uenceB Cou can a so use S-9 :usiness Wor4f ow to respon" to errors an" e&ceptions in other. e&istin) 7usiness processesB Cou can start a wor4f ow when pre"efine" e+ents occur. for e&a#p e an e+ent can 7e tri))ere" if particu ar errors are foun" "urin) an auto#atic chec4B '6) What is I8:ase? What is I8:ase cate)or!? '1) What is E8*-T? '$) What is 0S<W? The 0e)ac! S!ste# <i)ration Wor47ench D0S<W) is a too reco##en"e" 7! S-9 that !ou

can use to transfer "ata once on ! or perio"ica ! fro# e)ac! s!ste#s into an R(% S!ste#B The 0S< Wor47ench ets !ou chec4 the "ata for #i)ration a)ainst the current settin)s of !our custo#i2in)B The chec4 is perfor#e" after the "ata #i)ration. 7ut 7efore the up"ate in !our "ata7aseB T*: 0S<W '%) What are a"aptors? '') What is :>ocs? ',) What is app ication 7ui "er? '/) How "i" !ou custo#i2e I* for ser+ice proAect? '1) What :usiness Ro es "i" !ou confi)ure? 9rofi es use"? '3) Which a profi es "i" !ou use? '5) How to acti+ate("eacti+ate wor4 centers? ,6) What are 0o)ica 0in4s? Where "o !ou a"Aust the#? ,1) What is <aster >ata? What is it use" for? ,$) What is territor! #aster "ata?

Definition: usiness Role #he business role is a role in the CRM system that contains business content from CRM applications +e.g. mar/eting sales and service,. #his content is then displayed in the CRM (eb Client. #he user logs on to the CRM (eb Client and uses a defined business role to access the CRM applications assigned to him. .usiness roles are the central unit of the role concept. Definition: !uthori"ation Role #he authori3ation role +also /nown as the PFCG role, is created using a profile generator. An authori3ation role is used to automatically or manually generate an authori3ation profile for users. #his role can then be assigned to the user master record or business role by using the report CRM29)*9R:%-9 ASS*;<. &ou can create authori3ation roles as single roles or composite roles which comprise two or more single roles. Definition: !uthori"ation #rofile #he authori3ation profile is a technical container for authori3ed functions +e.g. SAP transactions, and the organi3ational area +e.g. plant or cost center, in which the functions must be e'ecuted +limited organi3ational level,. #herefore the profile contains authori3ations that can be identified using the name of an authori3ation ob6ect and the name of an authori3ation. Definition: $a%igation ar #rofile #he navigation bar profile contains the logical structure for calling internal and e'ternal applications from the CRM (eb Client. *t describes the navigation bar of the user interface and its structure is specifically designed for individual business roles. Definition: &echnical #rofile #he technical profile is assigned to the business role. #he call for the *nternet page loaded after you log off from the CRM (eb Client is defined here. =or downward compatibility reasons SAP recommends that you retain all other settings. *t is possible to ad6ust the settings for browser navigation +SAP <ote >??@"AB,. 1owever SAP advises against using browser navigation. Definition: 'unction #rofile #he function profile activates functions for the *C agent user interface among others. Configurations that belong to the functions are generally defined and processed in separate Customi3ing activities +e.g. Personali3ation,. Parameters and Runtime are e'amples of function profiles that the framewor/ has validated for non-*C scenarios. #he function profile is assigned to the business role. Definition: (ayout #rofile #he layout profile defines the navigation frame of the CRM (eb Client. #his navigation frame can be used to define the header area footer area wor/ area and navigation bar. #he layout profile on the other hand is assigned to the business role.