SAP CRM 7.0 EHP4 Assessment Test

The SAP CRM 7.0 EHP4 (Enhancement Package 4) Assessment Test evaluates a candidate’s knowledge and skills in using, configuring, and managing SAP Customer Relationship Management (CRM) 7.0, particularly with the features introduced in Enhancement Package 4 (EHP4). SAP CRM is an integrated solution that helps organizations manage customer relationships across sales, service, and marketing. This test is typically aimed at professionals such as SAP CRM consultants, functional specialists, and system administrators.

A SAP CRM 7.0 EHP4 Assessment Test evaluates candidates for:

1. SAP CRM 7.0

• Understanding SAP CRM: Basic knowledge of SAP CRM, its architecture, and how it fits within the overall SAP ERP landscape.
• Key Functional Areas: Familiarity with the key modules of SAP CRM, including Sales, Marketing, Service, and Interaction Center.
• Enhancement Package 4 (EHP4): Understanding the new features and functionalities introduced in EHP4, such as user interface enhancements and integration with other SAP products.

2. CRM WebClient UI

• WebClient UI Overview: Proficiency in navigating and configuring the CRM WebClient User Interface for business users.
• Personalization and Customization: Ability to personalize the WebClient UI for specific user roles, and understanding how to use the AET (Application Enhancement Tool) for custom field creation.
• Enhancements in EHP4: Knowledge of the UI enhancements introduced in EHP4, such as better navigation, enhanced search functionalities, and improved usability.

3. Business Roles and Authorization

• Business Role Configuration: Understanding how to create, configure, and manage business roles to control user access to specific CRM functionalities.
• Role-based Permissions: Knowledge of the SAP authorization concept and how to assign roles and permissions using PFCG (Profile Generator).
• User Management Enhancements: Familiarity with new authorization and user management enhancements introduced in EHP4.

4. CRM Sales

• Sales Cycle Management: Proficiency in configuring and managing the sales cycle in SAP CRM, from lead management, opportunity management, and quotation processing to sales order creation.
• Activity Management: Understanding of how to manage customer interactions and activities, such as phone calls, emails, meetings, and tasks within the CRM.
• Pricing and Product Configuration: Ability to configure product master data, pricing procedures, and use of the IPC (Internet Pricing and Configuration) engine for complex pricing models.
• Sales Contract Management: Configuring and managing sales contracts, including validity periods, billing plans, and contract templates.

5. CRM Marketing

• Marketing Campaign Management: Knowledge of how to configure and run marketing campaigns in SAP CRM, including segmentation, target groups, and campaign execution.
• Marketing Plans and Funds: Configuring and managing marketing plans, budgets, and funds for more effective marketing initiatives.
• Lead Generation and Nurturing: Proficiency in capturing leads from campaigns and nurturing them through automated workflows.
• Marketing Analytics: Understanding the reporting tools available for marketing analysis, including customer segmentation, campaign success, and ROI tracking.

6. CRM Service

• Service Order and Contract Management: Knowledge of configuring and managing service orders, service contracts, and service-level agreements (SLAs) in SAP CRM.
• Service Request Management: Ability to handle service requests and configure workflows for automatic assignment and escalation.
• Knowledge Management Integration: Understanding how to integrate knowledge management into CRM Service to provide solutions and resources for service agents.
• Field Service Management: Configuring field service operations, including resource scheduling, mobile integration, and real-time updates for field service engineers.

7. Interaction Center (IC)

• Interaction Center Functionality: Proficiency in configuring the SAP CRM Interaction Center to manage customer service interactions, including inbound and outbound calls, emails, and chat.
• Agent Desktop Configuration: Setting up the IC WebClient UI for agents to handle customer interactions effectively.
• Computer Telephony Integration (CTI): Knowledge of integrating SAP CRM with telephony systems for managing phone-based interactions, including call routing and agent availability.
• EHP4 Enhancements in IC: Understanding the enhancements introduced in EHP4 for the Interaction Center, such as improved call logging and enhanced scripting capabilities.

8. Partner Channel Management (PCM)

• Partner Relationship Management: Configuring Partner Channel Management (PCM) for managing relationships with business partners, such as resellers or distributors.
• Partner Sales and Marketing: Understanding how to support partners with sales and marketing activities through co-branded campaigns and partner sales orders.
• Partner Portal Integration: Setting up the partner portal for external partners to access CRM functionalities, such as lead management and opportunity tracking.

9. CRM Middleware and Integration

• CRM Middleware Overview: Knowledge of how SAP CRM integrates with other systems, including SAP ERP and SAP BW, using CRM middleware.
• Data Exchange Framework: Understanding how to set up and monitor data replication between SAP CRM and SAP ERP (e.g., product master data, customer master data, and transactional data).
• Middleware Enhancements in EHP4: Familiarity with the middleware enhancements in EHP4, including improved monitoring tools and faster synchronization between systems.
• Mobile CRM Integration: Configuring SAP CRM for mobile access, enabling sales and service teams to access CRM functionalities via mobile devices.

10. Territory and Organizational Management

• Territory Management: Configuring territory management for sales and service organizations, including assigning territories to sales teams and aligning territories with business rules.
• Organizational Management: Setting up organizational units and hierarchies in SAP CRM, and assigning them to sales or service areas for process execution.
• Organizational Data Determination: Understanding how organizational data is determined and used in business transactions, such as sales orders and service requests.

11. Campaign Automation and Workflow Management

• Workflow Configuration: Ability to configure Business Workflow in SAP CRM for automating tasks and approvals in sales, service, and marketing.
• Campaign Automation: Setting up automated marketing campaigns using workflow rules, such as triggering follow-up activities based on customer actions.
• EHP4 Workflow Enhancements: Knowledge of workflow enhancements in EHP4, such as better integration with Business Process Management (BPM) tools.

12. Analytics and Reporting

• CRM Analytics: Configuring SAP CRM for Business Intelligence (BI) and reporting, including Interactive Reporting and integration with SAP BW for advanced analytics.
• EHP4 Reporting Enhancements: Understanding the reporting enhancements introduced in EHP4, including improved real-time analytics and enhanced dashboards.
• Dashboards and KPIs: Creating and customizing dashboards and KPIs to track sales performance, marketing campaign success, and customer service metrics.

13. Data Quality and Master Data Management

• Customer Master Data Management: Configuring and maintaining customer master data, ensuring high data quality and preventing duplicates.
• Data Cleansing: Implementing data cleansing tools to improve the quality of customer and product data in SAP CRM.
• Master Data Replication: Setting up master data replication between SAP CRM and SAP ERP, ensuring consistent customer and product data across systems.

14. Security and Compliance

• Authorization Management: Configuring role-based access and managing user authorizations using PFCG in SAP CRM.
• Compliance Features: Understanding the compliance features in SAP CRM, including GDPR and data protection tools.
• Audit Logs and Security Enhancements: Setting up audit logs and understanding security enhancements introduced in EHP4 to ensure data integrity and security.