Wednesday, 11 February 2015

SAP CRM Technical Interview Questions and Answers

Below are some important CRM interview questions which are asked in most MNC company interviews for beginners or professionals.

16. What is a Service Request?

The new Service Request in SAP CRM 7.0 provides most of the functionality available in the Service Ticket as well as some additional functionality, such as multiple multilevel categorization schemas, as well as integration with other new features, such as knowledge articles* and master service requests. Technically the Service Request represents not only a different transaction type than the Service Ticket but is also built on a different Business Object Type in the Business Object Repository (BUS2000223 rather than BUS2000116; the master service request is built on BUS2000224).

17. What is SAP’s recommended strategy for which transaction to use?
Existing customers using the Service Ticket are encouraged to use the new Service Request when possible. However, it is still possible to use the Service Ticket.

18. We’re currently upgrading to SAP CRM 7.0 and we are using Service Tickets in our current version, what is SAP’s recommended strategy for converting Service Tickets to Service Requests?
If customers want to stop using the service ticket and start using the service request instead, the easiest way is probably to make a hard cut and create only new service requests from a specific date onwards. However, this may not be an option for customers. Therefore, OSS Note 1261247 exists to help customers create a conversion report and offers two options to convert Service Tickets to Service Requests. This process can be cumbersome (as with any conversion) and takes time. For those that are interested in doing a conversion, the note exists as guidance.
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