Below are some important CRM interview questions which are asked in most MNC company interviews for beginners or professionals.
6. We are planning to implement Employee Interaction Centre (EIC). We can do it either in CRM or ERP. What is your advice?
If the focus is on native HR functionality requiring process depth within your EIC service offering, then the ERP option is recommended.
Relevant functionalities not yet available with the SAP CRM EIC deployment option include the handling of concurrent employment scenarios employee authentication integration to HR processes and forms.
The SAP CRM solution provides greater depth of Interaction Center related functionality that is not available within the ERP solution.
These functionalities include:
• Campaign management
• Case management
• Multi-tenancy capabilities enabling client switch & BPO environments
• Standard help desk processing methodology including service request handling & problem management
• Intent driven interaction
• Billing and charging for delivered services
• User interface flexibility and personalization
7. Is CRM already in place, planned or a potential future need/consideration? If not, from a technical standpoint - why take on the overhead of CRM?
The ERP based solution is geared towards implementations involving a central HCM system running on ERP 6.0 and customers who want a HR specific call center solution to
support HCM Service Delivery.
If so, it is likely that the EIC will ultimately be realized within the context of the SAP CRM Interaction Center. Consideration should also be given to note 1256691 indicating that "the functions provided in Enhancement Package 4 for SAP ERP 6.0 for the Employee Interaction Center component (PA-EIC) constitute the final range of functions."
SAP's direction is to establish one common shared services platform based on CRM technology and other SAP Business Suite components to offer functions following the
latest business trends such as multi-functional shared services.
The CRM technology will thereby be further leveraged to build this shared services platform in additional to providing functional enhancements for comprehensive scenario coverage across shared service center topics.
8. We sell computer hardware, and need to log customer technical issues. We have been debating whether to use Service Tickets, Service Order, Complaints Management or Cases. Could you explain what each of these are and when they might be used?
1)Service Ticket Management
The service ticket is the most common type of service-related business transaction.
Service tickets are commonly used as the default transaction for logging product defects, bugs, or any other technical issues.
After creating a service ticket as a follow-up transaction to the interaction record, agents can perform technical analysis of problems (using multi-level categorization) and provide solutions within defined service-level agreements (SLAs). If necessary, agents can also dispatch or escalate service tickets to second-level support using pre-defined business rules.
2)Service Order Management
Service orders are very similar to service tickets (in fact they share the same underlying technical structure) but are used whenever it is necessary to schedule a repair, installation, or other field-service related appointment -- especially if spare parts/service parts are required.
Unlike service tickets, which do not support spare parts/service parts, the service order allows agents to assign the relevant spare parts/service parts required for a repair, maintenance or installation.
3)Complaint Management
Complaints are a very specific type of service transaction. In SAP CRM, complaints are created as follow-up documents to support product returns, exchanges, or refunds. A complaint is appropriate when a customer has a problem or issue with delivery shipment or billing invoice.
Agents can create a complaint from a reference document such as sales order or billing invoice. Agents can also generate appropriate follow-on tasks such as credit/debit memos, QM notifications, free-of-charge shipments, and returns.
In SAP, complaints are NOT used to record situations in which a customer is calling to "complain" about bad service or defective products; rather interaction records and service tickets are best suited for such situations.
4) Case Management
Cases are also a very specific type of service transaction.
In SAP CRM, cases are created as follow-up documents to group together multiple documents or objects related to a single root cause or issue.
For example, a company might create a case for keeping track of all of the service tickets related to a particular product recall, service outage, insurance claim, criminal investigation, etc. Cases are not created to log individual customer issues or problems; rather service tickets are typically used for such situations.
9. What are the difference between Interaction Record and other Business Activities?
When an interaction record is created the system creates an ‘anchor' document flow link (relationship type INTO with object type CRMCICANCH). This differentiates an interaction record from all other Activity Business Objects (BUS2000126).
This additional anchor is used in navigation: when navigating from the interaction history or inbox to an interaction record, the system will use this anchor to determine whether an activity is of type interaction record or not. An interaction record typically has other screens than a normal business activity.
The BW extractor makes also use of this anchor object to differentiate interaction record related statistics from regular business activities.
10. We are an existing SAP CRM customer upgrading to SAP CRM 7.0 and are debating whether to convert all of your pending Interaction Center (IC) service tickets to the new CRM Web Client service request format. What would be your advice?
Prior to SAP CRM 7.0, the service ticket was the business transaction recommended by SAP for service issues related to the Help Desk in the IC.
However, as of SAP CRM 7.0, SAP introduced a new business object type called the service request, which can be used in the Interaction Center, as well as in other CRM business roles such as the Service Professional role.
New customers should use the service request rather than the service ticket.
Existing customers who are already using the service ticket should migrate to the new service request when possible (although you can still continue to utilize the IC service ticket). In order to facilitate the migration, it may be necessary to create a custom report to handle the conversion of open (pending) service tickets to service requests.
6. We are planning to implement Employee Interaction Centre (EIC). We can do it either in CRM or ERP. What is your advice?
If the focus is on native HR functionality requiring process depth within your EIC service offering, then the ERP option is recommended.
Relevant functionalities not yet available with the SAP CRM EIC deployment option include the handling of concurrent employment scenarios employee authentication integration to HR processes and forms.
The SAP CRM solution provides greater depth of Interaction Center related functionality that is not available within the ERP solution.
These functionalities include:
• Campaign management
• Case management
• Multi-tenancy capabilities enabling client switch & BPO environments
• Standard help desk processing methodology including service request handling & problem management
• Intent driven interaction
• Billing and charging for delivered services
• User interface flexibility and personalization
7. Is CRM already in place, planned or a potential future need/consideration? If not, from a technical standpoint - why take on the overhead of CRM?
The ERP based solution is geared towards implementations involving a central HCM system running on ERP 6.0 and customers who want a HR specific call center solution to
support HCM Service Delivery.
If so, it is likely that the EIC will ultimately be realized within the context of the SAP CRM Interaction Center. Consideration should also be given to note 1256691 indicating that "the functions provided in Enhancement Package 4 for SAP ERP 6.0 for the Employee Interaction Center component (PA-EIC) constitute the final range of functions."
SAP's direction is to establish one common shared services platform based on CRM technology and other SAP Business Suite components to offer functions following the
latest business trends such as multi-functional shared services.
The CRM technology will thereby be further leveraged to build this shared services platform in additional to providing functional enhancements for comprehensive scenario coverage across shared service center topics.
8. We sell computer hardware, and need to log customer technical issues. We have been debating whether to use Service Tickets, Service Order, Complaints Management or Cases. Could you explain what each of these are and when they might be used?
1)Service Ticket Management
The service ticket is the most common type of service-related business transaction.
Service tickets are commonly used as the default transaction for logging product defects, bugs, or any other technical issues.
After creating a service ticket as a follow-up transaction to the interaction record, agents can perform technical analysis of problems (using multi-level categorization) and provide solutions within defined service-level agreements (SLAs). If necessary, agents can also dispatch or escalate service tickets to second-level support using pre-defined business rules.
2)Service Order Management
Service orders are very similar to service tickets (in fact they share the same underlying technical structure) but are used whenever it is necessary to schedule a repair, installation, or other field-service related appointment -- especially if spare parts/service parts are required.
Unlike service tickets, which do not support spare parts/service parts, the service order allows agents to assign the relevant spare parts/service parts required for a repair, maintenance or installation.
3)Complaint Management
Complaints are a very specific type of service transaction. In SAP CRM, complaints are created as follow-up documents to support product returns, exchanges, or refunds. A complaint is appropriate when a customer has a problem or issue with delivery shipment or billing invoice.
Agents can create a complaint from a reference document such as sales order or billing invoice. Agents can also generate appropriate follow-on tasks such as credit/debit memos, QM notifications, free-of-charge shipments, and returns.
In SAP, complaints are NOT used to record situations in which a customer is calling to "complain" about bad service or defective products; rather interaction records and service tickets are best suited for such situations.
4) Case Management
Cases are also a very specific type of service transaction.
In SAP CRM, cases are created as follow-up documents to group together multiple documents or objects related to a single root cause or issue.
For example, a company might create a case for keeping track of all of the service tickets related to a particular product recall, service outage, insurance claim, criminal investigation, etc. Cases are not created to log individual customer issues or problems; rather service tickets are typically used for such situations.
9. What are the difference between Interaction Record and other Business Activities?
When an interaction record is created the system creates an ‘anchor' document flow link (relationship type INTO with object type CRMCICANCH). This differentiates an interaction record from all other Activity Business Objects (BUS2000126).
This additional anchor is used in navigation: when navigating from the interaction history or inbox to an interaction record, the system will use this anchor to determine whether an activity is of type interaction record or not. An interaction record typically has other screens than a normal business activity.
The BW extractor makes also use of this anchor object to differentiate interaction record related statistics from regular business activities.
10. We are an existing SAP CRM customer upgrading to SAP CRM 7.0 and are debating whether to convert all of your pending Interaction Center (IC) service tickets to the new CRM Web Client service request format. What would be your advice?
Prior to SAP CRM 7.0, the service ticket was the business transaction recommended by SAP for service issues related to the Help Desk in the IC.
However, as of SAP CRM 7.0, SAP introduced a new business object type called the service request, which can be used in the Interaction Center, as well as in other CRM business roles such as the Service Professional role.
New customers should use the service request rather than the service ticket.
Existing customers who are already using the service ticket should migrate to the new service request when possible (although you can still continue to utilize the IC service ticket). In order to facilitate the migration, it may be necessary to create a custom report to handle the conversion of open (pending) service tickets to service requests.
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