SAP CRM Online Training Websites | Knowledge Management in SAP CRM

What is knowledge management?

Knowledge Management comprises of a range of practices used by organizations to identify, create, represent, and distribute knowledge. Today, many large companies have resources dedicated to Knowledge Management, often as a part of ‘Information Technology’ or ‘Human Resource Management’ departments. Content Management and e-business are inseparable. E-business infrastructures and applications must be content centric to compete.  

What is knowledge article in SAP CRM?

Knowledge Article provides the means for the computerized collection, organization, and retrieval of knowledge. It can store a wide variety of information such as:

Due to its multiple usages Knowledge Article component in SAP CRM can be used with sales, marketing, and service processes in the interaction center (IC) and CRM service management such as Service Order, Complaints, Incident Management, Problem Management and Request for Change. Learn more from SAP CRM training.

Some of its features include:

• Faster access to specific information via categorization and full text search.
• Easy integration to other CRM objects e.g. customers, products, installed bases, campaigns, opportunities, incidents and… more.
• Multilingual and multiple text authoring.
• Attachment capability and special authorization scopes.
• Open interfaces for import and export from and to existing knowledge bases.
• Automatic update/creation of knowledge base index when a knowledge article is saved.
• Creation of  knowledge articles in multiple languages
• Ability of IC Agents to search for knowledge articles so as to email them as attachments to the customers.
• Provision of knowledge article templates with prefilled details to create knowledge articles from it, without wasting time.

How knowledge article in SAP CRM is is implemented?

A knowledge base is a special kind of database for knowledge management. It provides the means for the computerized collection, organization, and retrieval of knowledge. With CRM 7.0, SAP has implemented knowledge base that would allow representatives to look for knowledge articles in the knowledge base. It would allow representatives to search for articles either by defining specific attribute search or by free text search using an information retrieval system (search engine).

As the size of the knowledge base increases due to the addition of new knowledge articles, the time taken to retrieve a desired article also increases. This is where indexes are used to reduce the retrieval time. An index is a data structure that improves the speed of operations. Indices can be created using one or more key attributes such as status, priority, customer, keywords etc. thereby, providing the basis for efficient ordering of access to records. For knowledge articles to be returned in searches, they must be compiled. The knowledge base index should therefore be updated regularly when new records are created, or existing records are changed. This enables TREX to find the relevant documents in a search. 

The Power User/ Administrator would have the access to compile the Knowledge Base Index for faster retrieval of records. The compilation of knowledge base which is currently offered is divided into the following options:

• Full Compilation: Compiles all documents. This option is recommended initially and if the index is corrupted
• Delta Compilation: Compiles all new and changed documents since the last compilation and removes deleted documents from the index. It is also provided as a batch job.
• Deletion: Delete an Index from the search engine
• Start Background Job: Schedule Delta compilations as background jobs at regular intervals
• Stop Background Job: Any queued or in-process compilation tasks can be cancelled.

In addition, the administrator would be able to view the log for the particular Index of the Knowledge Base by clicking on the corresponding Knowledge Base Index link. Compilation log is useful for an administrator because it would provide the user with different details such as errors, number of documents, inform as it would provide information regarding full compilation, delta compilation, current schedule, Index details etc.

This solution forms an important part of Customer Service and Support segment in our service management portfolio.

Where can it be implemented?

A common belief is that the Knowledge Management is primarily used for Service sector to help find a potential solution of a perspective problem, for instance: Reason for a Blue Screen error. However it can be extended for marketing and sales too. Marketing activities focuses on managing strategic partnerships and positioning the organization in a competitive market and with the aim of delivering superior values to its customers. Information regarding Market environmental factors such as market size, market share, brand loyalty, competitors, competitors, concentration of the industry, barriers to entry, market trends etc could also be maintained. With the rapid growth of sales automation (learn about sales order process from SAP SD training), many corporations have rushed to deploy systems for distributing information and documents of all kinds to their sales people. As markets and products change with accelerating pace, sales people must assimilate and apply vast amounts of current information about their markets, their competition, and the solutions they can offer to customers.

• Reduces cost per interaction by empowering the customer to help themselves
• Provides consistent and accurate information for the customer.
• Improves operational efficiency by removing agents from interactions that can be resolved using self service
• Reduces the total cost of ownership
• Greater transparency of information
• Maximize the usage of intellectual assets

About SAP CRM Course

SAP Trainings Online provides best SAP training with our training learners can become expert in CRM concepts like Organization Management, Account Management, Territory Management, Product Master data, Transaction processing, Lead Management, Opportunity Management, Quotation Management, Order Management, Contract Management, Activity Management and Visit Planning.etc.

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Learn SAP CRM Online | SAP CRM Integration With SAP SD Module

The SAP ECC and CRM are closely integrated with each other and they have to be synchronized in some configurational areas like Sales, Customer master records, Organizational model, etc.SAP CRM training by SAP Trainings Online gives you complete course structure to deal and implement in a practical way starting from Organization Management, Account Management, Territory Management, Product Master data, Transaction processing, Lead Management, Opportunity Management, Quotation Management, Order Management, Contract Management, Activity Management and Visit Planning.etc.

Example − An organization model defines the sales area you should use in CRM and check in SAP ECC system. Sales area contains the following components

• Sales organization
• Distribution channel
• Divisions

Download the data from sales area to ECC system and this is performed when you configure the CRM module. You need to verify the configurational data in ECC before setting up in the CRM.

Maintaining divisions in CRM

You can select if you want to work with divisions in SAP CRM. When you are using CRM with ECC, there is a need to maintain a dummy division or you can also use a header division in CRM so that dummy division for data transfer is not required.

Go to CRM → Master Data → Organizational Management → Division Settings → Define Use of Division and Dummy Division.

SAP CRM Order to Cash process can be completed with integration to the SAP ECC system and specifically to the SAP SD module.

Following are the steps to be followed for a very basic straight forward order to cash business scenario in a retail environment:

Master Data:  

• Organisation Structure – The Organisation structure is maintained in the SAP ECC system and is replicated to the SAP CRM system.
• Customer Master – Generally in a green-field implementation, the master system for Business Partners (Customers) is the SAP CRM system.
• This is the best proposed route as SAP CRM provides a holistic 360 degree view of the Customer.
• Product Master – Product master will normally be the SAP ECC system which has a more complex product/material management setup but SAP CRM.

Customizing data:

The customising data needs to be replicated from the SAP ECC to SAP CRM system for the condition technique and usages for the following:

Pricing

Free goods

Product determination

(Middleware is used to replicate data between the SAP ECC and SAP CRM systems)

Configuration of transactional and master data

All the necessary configuration is maintained within the SAP CRM and SAP ECC system along with any additional BADI implementation depending on the requirement of the business process to be implemented.

Following is the standard order to cash business processes in a retail environment

• Sales Order is created in (see SAP SD training for complete sales order process) SAP CRM and replicated to the SAP ECC system using Middleware.
• The SAP CRM system also creates a dependent item in the billing due list, containing billing information from the sales in situations where billing is carried out from the SAP CRM system.
• A delivery is created in the SAP ECC system from the Sales Order.
• The delivery status is also updated in the Sales order present in the SAP CRM system with the transaction history (document flow) updated.
• Goods issue is posted in the SAP ECC system which relates to the reduction in stock level as material is picked from the plant or delivery unit for shipment to the customer
• The delivered quantity and status is also updated to the sales order within the SAP CRM system with the transaction history (document flow) updated.
• Based on the delivered items the previously created dependent item in the billing due list is updated.
• A billing document is created in the SAP CRM system and deletes the corresponding billing due list item.
• After verifying the invoices which were created, they are further released and replicated to the SAP FI-CA module within the SAP ECC system for further processing of the payment.

Define combination of distribution channels and divisions

You can also define combinations of distribution channels and divisions that can be assigned as attributes to the sales organization to define a sales area.

To define a combination of division and distribution channel, go to CRM → Master Data → Organizational Management → Organizational Data for Sales Scenarios → Define Combination of Distribution Channel and Division.

About SAP CRM Training

SAP Trainings Online gives you the SAP training in all modules and offers more than just going through of the curriculum. Our content covers all the major areas that are necessary for understanding SAP CRM and also focus on practical oriented real time based implementation. In this course one will come to have idea of how to handle large volumes of data when it comes to customer management and leads to an understanding of how to manage customer relations from a back end point of view.

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SAP CRM interview questions and Answers | SAP Trainings Online

If you’re looking for SAP CRM Interview Questions, you are at right place. There are lot of opportunities from many reputed companies in the world. According to research SAP CRM has increasing market share. So, you still have opportunity to move ahead in your career in SAP CRM. SAP Trainings Online offers SAP CRM training interview questions.

1.What are different 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
• Payer

2.What is Activity management feature in CRM?

Activity management in CRM is used to administer the activities assigned to employees in an organization. Data in an activity is important source of information for all the employees that are relevant for that information.

Activities in CRM are used to record sales activities. Common activities are email or a telephone call or a customer visit or a follow up call, request to set the status to complete etc. in CRM lifecycle. Appointments, interactions logs can be marked as private. You can also create activities as subsequent documents for a wide variety of other business transactions, such as opportunities, leads, sales orders, or contracts.

Activity management can be performed at any time during CRM life cycle. When a customer contract is about to expire, you can make a telephone call to customer (activity) as a follow up document to remind the employee to make follow up call to customer and to check if he is willing to renew the contract.

3.Mention how CRM assign the business roles?

To assign business roles, SAP CRM uses two basic ways

• Indirect assignment of business roles PPOMA_CRM
• Directly through security roles assigned to user masters in SU01

4.Explain what are adapters?

A CRM middleware 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.

5.What is an Opportunity?

An Opportunity is defined as sales prospect, requested service or product, sales volume and a sales probability. Opportunity can be a possibility of sales of service or product and can result from a bid invitation, sales deal or from a trade fair.

6.What is Opportunity Management in CRM..?

Opportunity management is one of the integral part of CRM module and allows you to control sales process.

Opportunity management in Sales should be used in following scenarios:

• When Sales cycle in an organization spans for a longer time period.
• Many Sales representatives work in an organization.
• Large sales order vales and they are distributed.

7.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.

8.What is the difference between CRM and ERP?

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

9.What is Opportunity hierarchy? Where do we use this?

When your sales project is split into multiple sub projects and you want to keep track of all the sub projects and to link them to sales project, you can use complex hierarchies. You can connect different opportunities to each other and this allows you to connect sales projects and sub projects with each other.

• Opportunities hierarchies can be used in following scenarios:
• To link an opportunity to sales project
• To link a sub opportunity to a product
• Combine several sales project connected with each other
• Structure sales project consists of several sub projects

10.What is a Lead in SAP CRM?

A lead can be defined as first stage of sales process. It represents a person who has shown interest in buying a service or a product. A Lead can be generated from marketing lead generation processes like trade fairs, advertisement, direct marketing or can be from sales person activities like calling or an email.

11.Explain what is IPC?

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

12.What are the important components of IPC?

The important components of IPC are:

• Sales Pricing Engine (SPE)
• Sales Configuration Engine (SCE)
• Free Goods Engine
• Listing
• Free Goods Engine

13.What are the different categories of Lead?

Leads can be classified into categories: Cold, Warm and Hot by marketing department. If a lead look promising, then sales department can create an opportunity from this lead.

14.What is the difference between Lead and Opportunity?

A Lead is different from an opportunity in a manner that it is predecessor of an opportunity. Opportunities are used for more complex and longer sales project cycles, Sales Rep use opportunities to control the sales project and maximize the chance of winning customers and minimizing the sales time.

15.In real time what SAP CRM consultant to?

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

16.What is Sales Quotation?

Sales quotation is generated to ensure that a specific quantity of product will be delivered at specific time period and at specific price.

17.Explain Quotation Processing and Order Management life cycle?

Quotation processing and order management involves following steps in SAP CRM and ECC system:

Create Quotation

A quotation is created in the system to provide the customer. Items are added for this quotation (Performed in SAP CRM).

Enter Product and configure

Next is to enter the products requested by customer. Products can be configured for every item of the quotation (Performed in SAP CRM).

Check Availability

Next is to check the availability of products for every item of the quotation (Performed in SAP CRM and ECC).

Pricing and Value

Next is to add the price of each product and the value of each item (Performed in SAP CRM).

Send Quotation

Next step is to send the quotation to the customer (Performed in SAP CRM).

18. What is an Outline Agreement?

An outline agreement is defined as an agreement that allows customer to release the products or services at previously agreed conditions. You can define conditions like price, terms of delivery, etc. and these conditions are true for all sales orders that customer creates with reference to sales agreement. These outline agreements are used for customer retention.

19.What are the different standard transaction types for sales?

Some of the standard transaction types for sales are:

• LEAD – lead
• AG – Quotation
• Opt – Opportunity
• OPSM - Sales Methodology
• TA - Tele Sales, etc

20.How do you calculate tax in billing in CRM?

The key factor which is used to calculate the tax and for tax determination is tax event. Applicable tax type, tax rate, locations and other factors are determined. It uses decision tree to make tax determination and calculation more simple and transparent. You can also use simulation tool in TTE for tax determination and for testing customizing settings.

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Customer Relationship Management, SAP CRM Training Benefits to Organizations and Career

SAP CRM is important module in organization or in any entity which deals with handling customers more effectively. In present day’s competitive market it is essential for companies to make changes in a dynamic environment to take care of all activities related to customer service.

SAP CRM training is dealt with SAP business suite. Its main purpose is to provide in detail knowledge about customers by integrating required data from sections like marketing, sales, billing etc. Customer interaction is also becoming easy and efficient by using CRM application. SAP CRM is used for understanding customers better.

SAP CRM Overview

SAP CRM is one of the major solutions that are provided in SAP suite. SAP CRM is based on SAP NetWeaver (Learn SAP Netweaver from SAP Trainings Online by experts) that can be used for custom development and integration with various systems and applications.

SAP CRM features

It is deployed to hold all customer focused business fields like service, marketing, sales, etc.

This SAP CRM is implemented for different customer interaction channels, such as Interaction Centre, Internet, and mobile for E-Commerce.

The important component of SAP CRM is CRM Analytics. It has great significance which is used to gather necessary information about customers and analyze this knowledge base to gain insights into various strategic decision-making and operational processes.

SAP CRM includes the following sub modules:-

• Sales 
• Marketing
• Service 
• Analytics
• Interaction Center
• Web channel SAP Hybris

SAP CRM consists of many components that allow integrating the CRM module with other SAP and non SAP modules, internet, mobile devices like smart phones, tablets, and enterprise portal.

SAP CRM server has components like,

There are adapters to communicate with hand held devices and internet. The SAP ECC/R3 system is used for backend, SAP BI system is used for analytical reporting and SAP SCM is used to enhance the capabilities of SAP CRM module.

By combining SAP CRM with back-end ERP systems equip connection to supply chain management systems , business intelligence system, interaction centers, field applications etc.,

Take the advantage of SAP CRM training by registering with us enroll today to enter into the world of SAP and make your career worth with our certification training and get the chances of getting hired by standing unique among many.

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