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Q1. Which of the following are true about warranties?

a. To be able to assign warranties, they must be created in the system as products and be defined.
b. You can use a template to predefine a set of frequently-used warranty parameters, such as
warranty category,
warranty basis, or date profile.
c. You can include or exclude particular services, service parts, and even specific subjects to be fully
covered, or only
partially covered by the warranty.
d. You can assign Warranties to Installed base objects but not directly to products

Answer:
a, b, c
In installed base management, you can assign warranties to products, installed base components, or
objects.
When you create a business transaction in service, such as a service confirmation, complaint, or
service order, the
system automatically checks whether valid warranty information is available for the reference object of
the transaction,
and whether claims on warranty services are justified.
Key features of Warranties

You can assign warranties to products.

This assignment, which initially contains no concrete validity start date for the warranty, serves to:
o
Provide warranty information for objects that are created with reference to the product in
question (for example, for
a monitor of a certain brand with a specific serial number)
o
Provide warranty information for products that are not registered individually (such as certain
data processing
accessories like cables or connectors)

You can assign warranties to objects.


You can assign them manually or, if there is a reference to a product with a warranty assignment,
automatically. It is in this
way that, for example, Internet customers in e-service get the information about an automatically
assigned customer
warranty after registering an object.

You can assign warranties to installed base components.


When an assignment is made, the start of the warranty period is determined manually, or on the basis
of the predefined
date rules.

Warranty categories
You have defined warranty categories as described in Customizing for Customer Relationship
Management under
Master Data Products Special Settings for Warranties Define Warranties.

Warranty templates

You have defined warranty templates in Customizing for Customer Relationship Management under
Master Data
Products Special Settings for Warranties Define Default Values for Warranties.

Counters
You have created the counters with which the counter reading for the validity of counter-based
warranties can be
documented. When creating a warranty with a counter reference, you can specify the appropriate
counter attributes. For
more information about counters see Counters and Readings.
Steps to work with Warranties

You create warranties on the Warranties page.

You can use a template to predefine a set of frequently-used warranty parameters, such as
warranty category,
warranty basis, or date profile.
When you retrieve a template on the Warranties page, the predefined data is automatically added to
the new warranty.

You can define the warranty category (for example, a customer or vendor warranty).

o
o
o

You can define the validity of the warranties according to the following specifications:
Defined period of time
Defined counter interval
A combination of time periods and counter intervals

You can include or exclude particular services, service parts, and even specific subjects to be
fully covered, or only
partially covered by the warranty.

You can define flexible date rules to calculate the start date of a warranty and its period of
validity.

You can use an accounting indicator to determine the procedure for price determination, and the
procedure for
billing and transferring costs to controlling for warranties.
This gives you control over the costs incurred by warranties. For more information about accounting
indicators, see
Accounting Indicator.

You can assign a variety of relevant documents to a warranty, such as text files or
spreadsheets, graphics, URLs,
and audio and video files.

Q2. You use service resource planning to execute project-based scheduling or service order-based
scheduling, using a
number of resources.
Which of the following are possible with Service Resource Planning?
a.

You can make employees available as resources.

b.

You can notify external resources using groupware.

c.

You can use cProjects or HCM with Service Resource Planning.

Answer:
a, c
You use service resource planning to execute project-based scheduling or service order-based
scheduling, using a
number of resources.
You can do the following:

Make employees (internal) and service providers (external) available as resources for service
resource planning,
by entering service arrangements
In service arrangements, you define availability, skills, job functions, and service areas, for example.

Determine and schedule resources


You determine the resources that are most suitable for service order demands or project role
demands, and create
corresponding assignments.
You can use service resource planning to comply with determined SLA dates, respond to critical
situations, and improve
resource utilization. Once you assign the required resource to a job, you can notify the resource using
the following
channels:

Groupware
Only internal employees can use notification via Groupware.

Channels such as telephone, text message, or e-mail

SAP CRM Mobile Service


Notification using SAP CRM Mobile Service is only available for service order-based resource
planning.
Integration.
Service resource planning is available either for project-based demands (cProject project roles) or for
service orderbased demands (service order items). You can use only one demand type within your implementation.
You set up the
demand type in Customer Relationship Management Customizing, by choosing Workforce
Deployment Service
Resource Planning Basic Settings Specify Demand Types for Resource Planning .

Q3. With reference to complaints processing, which of the following are true?
a.

Complaints with reference to billing documents or returns, always refer to a product.

b.

Complaints can be created with our without reference to a product.

c.

Installed base objects may be referenced to a complaint.

d.
In complaints transactions and returns transactions, you can enter serial numbers but these
cannot be validated.

Answer:
a, b, c

In complaints processing, you can create complaints, complaints with reference to billing documents,
returns, and inhouse repair orders for products, services, or deliveries with which customers are dissatisfied.
Complaints can either be product-related or have no reference to products. Complaints with reference
to billing
documents, returns, and in-house repair orders always refer to a product.
You can use complaints and returns in both sales and service.
You can create complaint transactions or returns transactions with reference to preceding
transactions, which allows you
to copy the data from the associated preceding transaction.

The following functions are available for complaints:

Reference during creation of complaint as follow-up transaction


You can create complaints directly from the items in a sales transaction or service process. This
simplifies the creation of
complaints since all data (such as, partners, products, quantities, and prices) is transferred from the
preceding
transaction.
This function is available in CRM WebClient UI and mobile service.

Reference during creation of a new complaint


When you create a new complaint, you can refer to the following business objects:
o
CRM billing transaction
o
Product service letter
o
Marketing campaign
o
Transactions in integrated systems, such as billing transactions or delivery transactions in SAP
ERP, or delivery
transactions in another inventory management system
Once you have specified in Customizing that references to business objects are allowed for your
complaint transaction
type, the system prompts you to enter a reference object when creating a complaint. You can then
select the individual
items from the reference object to be copied into the complaint transaction.
References to objects other than CRM business transactions are supported by a Business Add-In.
This function is available in the CRM WebClient UI.

Reference after creation of complaint


You can create references to transactions from existing complaint transactions. You can refer to CRM
business

transactions, billing documents, or transactions in integrated systems. Referencing is supported at


header and item level.
This function is available in the CRM WebClient UI.

Reference from an activity to a complaint


You can create a subsequent assignment to a complaint right from an existing activity.
For more information, see Subsequent Assignment of Preceding Transactions.

Referencing reference objects


You can more precisely define the product or service that is the subject of the complaint by entering a
reference object for
an item. You can enter a reference to products, installed base components, or objects.
You can use the relationship between a product and an installed base to extract information to SAP
NetWeaver Business
Intelligence (SAP NetWeaver BI) for analysis purposes. This information is then available in BI
Content, which allows you
to analyze complaints to identify problems related to the installed base in which a product is installed,
for example.
This function is available in CRM WebClient UI, e-service, and mobile service.

Product check
For certain return types, the system checks whether the product can be returned.

Serial numbers
In complaints transactions and returns transactions, you can enter serial numbers that can be
validated.

Quantity check
An automated check ensures data consistency. It makes sure that the amount of complaints that were
created is not
greater than the amount of products or services that were sold to a customer. For new complaint
items, the system also
proposes the maximum quantity of products or services that can be entered.
This function is available in the CRM WebClient UI.

Warranty check
You can set up a warranty check to automatically determine valid warranties for products in a
complaint item and for
reference objects in a complaint.
You can use the warranty information to decide what action should be taken in response to a
complaint. If, for example,
the warranty allows a refund in the case of a defective product, you can immediately create a credit
memo. For more
information, see Warranty Check for Coverage of Services.
This function is available in the CRM WebClient UI and in e-service.

Q3. Your customer has Incidents relating to complex or expensive products for which you provide
technical services. You
recommend using case management. Which of the following are features of case management?
a.

Case Management contains features that can be used in the Interaction Center WebClient.

b.

You can define Case closing profile under Extended Customizing for Case Management.

c.
Using case categories: You can categorize cases and analyze the data in SAP NetWeaver
Business Intelligence
(SAP NetWeaver BI). You define categorization in CRM using multilevel categorization.
d.

You cannot link business objects from an integrated SAP ERP system with a case.

Answer:
a, b, c
Case Management enables you to consolidate, manage, and process information about a complex
problem or issue in a
central collection point, the case. Within a case, you can group diverse information, such as business
partners,
transactions, products, and documents. This information can reside in different physical systems.
If you want to use reference categories, you must have already set up Multilevel Categorization.
Key features of Case Management

Linking existing business objects to a case: You can link CRM business object types to a case,
for example:
o
Business partner
o
Products, objects, installed base components
o
CRM sales and service business transactions
o
Problems and solutions from the knowledge base

Assigning and displaying the involved parties: When you assign or link involved parties with a
case, you can
assign partner functions and specify the main business partner.

Linking electronic documents, such as forms and policies, to a case: Content Management
functionality enables
you to structure documents, and link archived documents.

Linking activities to a case: From Case Management you can directly access activity
management. You can
create multiple activities to plan and track the required processing steps for a case. You can assign an
activity to a person
responsible who is not necessarily the case processor. Processors can generate a list of activities for
which they are
assigned as person responsible. You can also link existing activities to a case. For more information,
see Activity
Management.

Creating and linking actions: You can create and link actions from within a case. For example,
you can define
actions for sending e-mail messages, creating and linking service orders. Actions allow you to process
cases more
efficiently.

Entering case notes: You can enter notes if you want to record case-specific information.
These notes are always
assigned directly to the case and facilitate communication between agents. Case notes are stamped
with the name of the

user who created the note and the date and time of creation. You can categorize notes by assigning
them a note type.
You can also make a note of the reason for linking objects to a case next to the objects themselves.

Change history: Changes to a case are automatically recorded in a log, with a user, date and
time stamp. This
change history helps you to track changes to case attributes, linking of business objects to a case,
and unlinking of
business objects in a case.

Authorizations: You can use enhanced authorization control using the Access Control Engine
to enable sensitive
information to be handled confidentially and only be made visible to authorized persons. You can
restrict authorizations to
view or change cases and case notes, based on case types and note types. You can also restrict
access to specific
information within an authorized case type. For more information, see Case Authorizations.

Status management: You can assign customer-defined statuses to cases. You define the
system status in
Customizing where you specify which status changes are permitted.

Using case categories: You can categorize cases and analyze the data in SAP NetWeaver
Business Intelligence
(SAP NetWeaver BI). You define categorization in CRM using multilevel categorization.

Using reference categories: You can assign a reference category for multilevel categorization
at case header
level, which allows you to control case processing. You can use reference categories to include
various business objects
and functions in your case processing. You can use activity templates that are linked to categories to
create additional
activities and to link them to the case. You can use document templates that are assigned to
categories to create
documents within a case. By assigning extended attributes, you can define a time version of the
reference category. You
can use the reference category to run reports in SAP NetWeaver BI.

Case hierarchies: You can manage associated cases in a hierarchy. To do this, you need to
define subordinate
cases.

Creating new cases: You can create a new case from an existing one and use it as a template,
or you can choose
to create a new case type from a list of case types. When you copy a case, a case of the same case
type is created.

Integration of business objects from an integrated SAP ERP system: You can link business
objects from an
integrated SAP ERP system with a case. In Customizing you define which business object types
you want to link
together.

Q4.
a.

You have been asked to describe the features of service order templates. What are they?
We use service order templates to define reusable sets of service-related data that minimize

the amount of time


required to create a service transaction
b.

A service order template describes the scope of actual services

c.

We can create hierarchies of templates by referencing a template from within another template

d.
We can copy items from service order templates when creating service order, service order
quotation, complaint,
return, in-house repair order
Answer:
a, c, d
We use service order templates to define reusable sets of service-related data that minimize the
amount of time required
to create a service transaction.
A service order template describes only the scope of planned services and not the actual execution
(customer and time
frame). Service order templates basically have the same characteristics as service orders. We can
create hierarchies of
templates by referencing a template from within another template.
Depending on our Customizing setting we can:

Create a service order on the basis of the service order template, as a follow-up transaction.

Create a service order template on the basis of a service order, as a follow-up transaction.

Copy items from service order templates when creating the following:
Service order
Service order quotation
Complaint
Return
In-house repair house

Q5.

What are the features of item hierarchies in the service order and confirmation?

a.
Item hierarchy enables items within the service order and the service confirmation to be
structured in the form of a
hierarchy.
b.
Item hierarchy is used to show that certain spare parts belong to a service or that a service
consists of several
individual services.
c.

The system cumulates pricing data, duration and quantity in the lower-level item.

d.
The system posts costs automatically to the account assignment object of the lower-level
object.

Answer:
a, b
When we create a service order, we link the individual item to form a hierarchy by entering the number
of the superior
item in the field Higher-Level Item.
As soon as we have maintained a higher-level item, an additional tab Item Hierarchy displays where
the item hierarchy is
represented graphically. Item hierarchy enables items within the service order and the service
confirmation to be
structured in the form of a hierarchy.
It is used to show, for example, that certain spare parts belong to a service or that a service consists
of several individual
services. When values from sub-items are cumulated, this value is assigned to the higher-level item.
Pricing conditions
can either be duplicated in all assigned sub-items or applied to the cumulated value of all assigned
sub-items.
The system cumulates pricing data, duration and quantity in the higher-level item. The system posts
costs automatically to
the account assignment object of the higher-level item. This is also true, if for example, we assign
unplanned confirmation
items to a planned confirmation item.

Q6. Multi level categorization is An application that uses the category modeler to define the
hierarchical categorization for
various applications.
Which of the following statements are true with reference to Multi Level Categorization?
a.
Application areas are used to assign categorization schemas to applications, for example to
service orders, service
tickets or service requests. Parameters are assigned to the application areas to further define how
categorization
schemas can be determined by the applications.
b.
The parameter Subject_profile is used if categorization schemas are to be mapped directly to a
combination of
transaction type and catalog category.
c.
The parameter TXN_TYPE_AND_CATALOGTYPE is used if categorization schemas are to be
mapped directly to a
combination of transaction type and catalog category.
d.
You can use multilevel categorization to influence response profiles and warranty
determination, only if the
connection takes place via a subject profile.

Answer:
a, c, d
Application areas are used to assign categorization schemas to applications, for example to service
orders, service tickets
or service requests.
Parameters are assigned to the application areas to further define how categorization schemas can
be determined by the
applications. You can assign the application areas and parameters to a categorization schema in the

CRM WebClient UI
on page Categorization Schema in the page area Application Areas.
For each application area, you can make settings for content analysis used in the E-Mail Response
Management System
(ERMS).
The standard assignment of parameters to application areas should not be changed.
The following parameters are supported:

TXN_TYPE_AND_CATALOGTYPE
This parameter is used if categorization schemas are to be mapped directly to a combination of
transaction type and
catalog category.
This mapping enables the mapping of multiple categorization schemas to an application. These
categorization schemas
are then displayed in multiple blocks of categorization fields in the corresponding application.
This mapping is delivered for the following business transactions:
o
Service request (incident)
o
Problem
o
Request for change
o
Knowledge article

SUBJECT_PROFILE
This parameter is used if categorization schemas are to be mapped via a subject profile.
This mapping supports the use of only one categorization schema per business transaction.
This mapping is delivered for the following business transactions:
o
Standard CRM WebClient service order and complaint
o
IC-specific service ticket, service order, and complaint
You can use multilevel categorization to influence response profiles and warranty determination, only
if the connection
takes place via a subject profile. In addition, when creating a categorization schema in the CRM
WebClient UI, you have to
assign a subject code to each category.

ITEM_CATEG_AND_CATALOGTYPE
This parameter can be used for multilevel categorization on item level.
Note that the use of parameter ITEM_CATEG_AND_CATALOGTYPE is not configured in the standard
delivery.

Specific parameters, for example for use in case management and in the e-mail function in the
interaction center
(IC)

Q 1. What is the typical landscape for a CRM project? What is the maximum
number of landscapes that you have worked on in a project.
A. CRM landscape typically has a minimum of three environments.
Development
Test (Quality Assurance)

Production
Though in a number of cases, there is also the Sandbox Environment, Training
Environment and a pre-Production environment all set up as separate physical boxes.

Q 2. What is the difference between technical consultant and functional consultant


with respect to their roles and responsibilities?
A. A functional consultant is typically responsible for running workshops, interviewing
clients to get requirements, mapping these on to the Software, deciding the best way to
customize the solution to meet these requirement keeping the client's future plans in
mind.
A technical consultant is typically responsible for suggesting suitable technical solutions
for
gaps, setting up the system infrastructure, doing the developments, testing them,
ensuring
that performance is not affected etc.
In the CRM world in particular, the role between the technical & functional consultants is
blurring with there being a large overlap.

Q 3. Explain the general ways of how a CRM can be enhanced?


A. There are several ways to enhance the CRM system. Some of them are:
- Transaction Launcher
You can add external applications to the CRM WebClient User Interface using the
transaction launcher and SAP ITS (Internet Transaction Server). These could be for
example,
-

Web sites of your choice


Transactions in an ERP system
Administration transactions in the CRM system

- BSP Components Workbench


This is at a technical level and typical changes carried out are e.g. Adding a completely
new View.
It assist with the Component Enhancements.

- UI Configuration Tool
Allows to make changes such as:
Adding or removing fields
Changing field labels
Adding Headers
Making fields mandatory
Displaying assignment blocks (direct, lazy)
Customer specific changes to the UI must be performed using a Role Configuration Key

- Easy Enhancement Workbench


Easy Enhancement Workbench (EEWB) is a development tool that does not require
technical knowledge to be used.
It automatically creates transportable ABAP objects, updates events and implements
BADIs.

Q 4. How Do Modification-Free Enhancements Work?


A. You can perform modification-free enhancements at predefined positions in code.
There you have anchor points or enhancement options, as they are called in the
terminology.
At these points you can insert your enhancements. You can do this without changing
the
compilation unit that you are enhancing. The inserted implementations are processed at
the appropriate position in the compilation unit, but they are themselves not part of this
unit.
They cannot, for example, belong to another package. Let us take a look at the example
of
a source code enhancement in a report in order to illustrate this better. We are not
looking
at details of coding, but the key steps.
Anchor point, at which you can plug in an enhancement.

Enhancement which is executed here but is itself not a physical part of the code it is
plugged into
You can to a certain extent compare this enhancement technology with a closet
system
where you can insert various elements at particular positions. Instead of drilling the wood
in
the side walls, you can insert various boards and other elements where the
manufacturer
has already inserted hooks or holders at important positions.
There are different types of holders or attachments at various positions. At each holder
type, you can insert exactly one type of element: boards at small dowel positions, CD
elements at wider dowel positions, and drawer elements at multiple dowels. It seems like
the elements are an integral part of the entire closet but, in fact, they are attached to the
closet parts through holders.
The different enhancement technologies correspond to these different types of elements
described above. These technologies become attached at different types of anchor
points
or enhancement options of the Repository objects.
Therefore, you cannot simply insert enhancements into Repository objects at any
position
you like without modifications, but only where there are so-called enhancement options
in
place. At these enhancement options, you can also attach only certain elements socalled enhancement implementation elements.
A concept that standardizes and structures all previous enhancement possibilities cannot
do without a certain amount of complexity. The structure it is based on, however, is
extremely simple.
.

On the one hand, you have hooks or, to put it correctly, enhancement options

where you can insert enhancements. There you define enhancement options, which is
why
one can speak of the definition side.
.

On the other hand, you have enhancement implementation elements that


you
can affix to these hooks or enhancement options.

The rest is simple detail: There are various types of hooks or enhancement options, and
there are also various enhancement implementation elements. The enhancement
options
are grouped together to enhancement spots and these, in turn, to even larger units.
The same applies to units on the implementation side. Between the different units of a
side and between those of the implementation and definition side, you have assignments
of different cardinality.

Q 5. We are planning to implement Employee Interaction Centre (EIC). We can do it


either in CRM or ERP. What is your advice?
A. 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


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.

Q 6. 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?
A.
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.

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.

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.

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.

Q 7. What are the difference between Interaction Record and other Business
Activities?
A.
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.

Q 8. 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?
A.
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.