25 SAP CRM Real-Time Scenario-Based Interview Questions

1. CRM Sales
  1. Business wants to automatically determine Sales Organization based on Sales Office. How will you configure this in Org Model + Partner Determination?
  2. A Sales Rep cannot see quotations assigned to their territory in WebUI. What steps do you follow to analyze org determination + authorization issues?
  3. Partner determination is not triggering “Bill-to Party” for service orders. Where would you check and fix the mapping?
  4. Pricing is not being pulled from ECC into CRM during order creation. How do you troubleshoot IPC, condition replication, and pricing procedure?
  5. Business wants a quotation to become invalid if no follow-up order is created within 15 days. Which actions & conditions will you configure?
2. CRM Service
  1. Service Orders are not replicating to ECC. How do you check middleware queues and BDoc processing?
  2. A service contract is not triggering periodic billing as expected. What configuration areas do you review?
  3. Business wants service tickets auto-assigned based on product category + region. How will you use rule policies in IC?
  4. A service confirmation is created but no time & material items are appearing. What is your diagnosis approach?
  5. Customer wants to send SMS notifications when a ticket status changes to “Technician Assigned.” How would you design this using actions?
3. CRM Marketing
  1. Target group is showing empty although segmentation profile is correct. How do you troubleshoot attribute list, BW data extraction & filters?
  2. Campaign execution mails are failing. What will you check in campaign automation, actions, and middleware?
  3. Marketing wants dynamic target groups updated daily. How can you automate the segmentation job?
4. CRM WebUI / UI Configuration
  1. A business role is not showing certain work centers. How do you troubleshoot PFCG role, navigation bar, and auth objects?
  2. Customer wants to add a custom field to Opportunity UI and save data to a Z-table. Describe end-to-end steps using AET/BOL/GENIL.
  3. A Custom button is visible but not triggering the event handler method. What debugging path do you follow?
5. CRM IC Agent
  1. Incoming calls are not transferring CTI data (ANI, DNIS) to CRM. What will you check in communication framework + adapter settings?
  2. IC Agent script navigation is not moving to the next page after user selection. How do you analyze rule policies and script nodes?
6. CRM Middleware / Replication
  1. Business partner changes in ECC are not appearing in CRM. How do you check BDoc queues, R3AC1 filters, and sites?
  2. Product master replication is failing. How do you debug the issue using SMW01 and middleware adapters?
  3. Delta download stopped working after a support pack upgrade. What would be your first checks?
7. CRM Technical (ABAP / BOL / GENIL / Actions)
  1. A custom validation needs to trigger when a user saves an opportunity. In which BADI or event do you implement logic?
  2. A workflow is stuck in “In Process” for CRM service orders. How do you debug workflow container and agent assignment?
  3. PDF forms for contracts are not printing correct pricing data. How do you troubleshoot form interface + IPC integration?
  4. Business wants to trigger an external API call when a ticket is closed. How will you implement this using PPF Actions + custom class?