SAP C4C - Interview Questions


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Dear readers, these SAP C4C Interview Questions have been designed specially to get you acquainted with the nature of questions you may encounter during your interview for the subject of SAP C4C. As per my experience good interviewers hardly plan to ask any particular question during your interview, normally questions start with some basic concept of the subject and later they continue based on further discussion and what you answer −

SAP Cloud for customer C4C is a cloud solution to efficiently manage customer sales, customer service and marketing activities and is one of key SAP solution to manage customer relationship.

Following are the key objectives of SAP Cloud for Customer C4C −

  • Relationships
  • Collaboration
  • Insight
  • Business Processes
  • SAP Cloud for Sales
  • SAP Cloud for Marketing
  • SAP Cloud for Social Engagement

SAP Cloud for Customer C4C solution is available from June 20, 2011.

SAP Cloud for Customer C4C is available in 19 languages as on May 2015.

SAP C4C connecters are available for popular middleware like in the market for integration- Dell Boomi for cloud integration, Informatica, MuleSoft for application integration etc.

One of the key benefit of using SAP Cloud for Customer is its Operation expenditure cost and operation maintenance.

You can take licenses as per your requirement and it can be increased on demand

SAP C4C solution is managed by vendor and all operational cost and maintenance is vendor responsibility.

SAP C4C solution allows you to manage customer needs from anywhere and with seven layer security from cloud service providers.

You can access all customer information regardless where they are stored or available.

SAP Cloud for customer is based on cloud and use secure and fast communication using web, mobile and supporting mobile platforms iOS, Android and Windows devices, in both online and offline mode.

SAP C4C has multitenant architecture where solution and components is shared between multiple customers. There is an option to go for single tenant by paying additional cost. In a multiple tenant environment, all the updates and releases are built on C4C custom solutions for multiple clients.

SAP Cloud for customer C4C solution can be easily integrated with SAP ERP and CRM on premise solution. There are two ways for the integration-

SAP Process Integration PI/PO −

This is recommended when you are already using Process integration for on premise systems.

SAP HANA Cloud Integration HCI −

This integration is recommended when you have to perform cloud to cloud integration.

The C4C integration to CRM On premise could be on the basis of level of customization required, whether the functionality is required to be on the cloud/on the field, what are the master data governance rules within the company, Sales organization structure, etc.

When a customer go for SAP C4C production tenant, there is a test tenant provided as free to the customer. A separate unique URL is provided for each tenant. A customer can also purchase permanent test tenant subscription.

SAP Cloud for customer solution is hosted on cloud tenant that has many customers. This is called a public tenant.

C4C customers can also go for private purchase edition, which allows them to subscribe for a tenant with no other customer on it. SAP C4C production and test tenants are always of separate system. A customer can’t purchase a permanent test tenant for temporary basis and it is recommended when SDK solution is in use.

In SAP C4C system, you have two type of UIs −

HTML5 −

In SAP Cloud for Customer C4C is used by end users. This is considered as light version and provides fast and easy access to different work centers suitable for end users in C4C environment.

Silverlight −

This C4C Silverlight user interface is used by Administrator. For this you need to install Microsoft Silverlight in your local system

HTML5 −

In SAP Cloud for Customer C4C is used by end users. This is considered as light version and provides fast and easy access to different work centers suitable for end users in C4C environment.

The default client is HTML5 but C4C administrators can launch the Silverlight UI from the Adaptation menu to access the configuration relevant work centers.

To open Silverlight UI mode, go to Adapt tab at the top → Launch Microsoft Silverlight

When you open SAP Cloud for Customer in Silverlight mode, you can access multiple work centers to perform various administrative and configuration tasks.

Feed −

This work center shows the all the updates, all the events like create, assign of ticket, lead, sales order etc.

Business Analytics −

This work center is responsible to create custom report, design new data source, design key figures, and design KPI.

Organizational Management −

Here you can create & edit Organizational structure, Job Definitions, work distribution: organizational & employee work distribution.

Business Configuration work center → Implementation Project

  • Country and Type of Business
  • Implementation Focus
  • Scoping
  • Questioning
  • Review
  • Confirmation

As mentioned, you can select the scoping elements to implement in new project. There are the different available Scoping Elements under different categories that you can select. Right side you can see detail of each element under overview tab.

This is a sub step under scoping where you review questions as per your business needs. You have different elements to select and under each category you have questioning information that you have to answer.

Before your project go live, you need to perform fine tuning in your project. This phase organizes all mandatory configuration activities that you need to complete in a logical sequence.

This allows you to tailor the solution to your specific needs before going live by checking predefined setting and entering additional settings for your selected scope. You can also add optional configuration activities.

An Organization can be structure in different ways based on the goals and targets and it defines the modes in which an organization operates. The organization structure set up defines the reporting lines and automatic work distribution.

Organizational Management (OM) provides the central source of organizational information in SAP C4C. It is used for creating the organizational structure and provides a graphical representation of an organization chart. In addition, it shows the different entities and aspects of the company. SAP C4C accesses OM whenever business processes require information related to company’s organization.

You can also select between the planning version and the active version of the organizational information.

Personalization involves changing screen layouts, fields and output forms for a single user or group of users. SAP Cloud for Customer C4C provides several features that enable you to customize fields, screen layouts, and output forms.

Regional Settings −

User can personalize date formats, different decimal notation, different time zone, different time format, different languages as per requirement.

Onscreen Help −

User can select Country and this allows country specific help will activate and this help content can be seen in Help Center. These are addition country specific help that user can view, if he finds any issues.

Accessibility −

In this tab user can tick on support screen readers that allows user to read the User Interface (UI) text and mouse over text with screen readers.

It consists of Customization that is done by C4C administrators in Silverlight UI screen. An Administrator can restrict end user to personalize his/her screen and to do personalization for all the user etc. This step is called Adaptation.

SAP Cloud for Customer C4C supports below types of reporting −

Standard reports −

These are standard reports that are provided with C4C solution.

Custom reports −

This includes custom reports in C4C that are created as per business requirement.

Interactive Dashboards −

These are user interactive dashboards that are created separately.

In SAP C4C, you can also create custom reports based on custom fields in your solution and these custom fields can be added to data sources or reports.

You can join or combine heterogeneous data sources that are created in C4C environment or those that are delivered with the solution, as well as create custom calculated measures and comparison metrics.

Key figures are defined as key performance indicators in the report. You can also refine the data appearing in key figures by setting up restricted or calculated key figures.

You can define a restricted key figure as key figure restricted to a specified characteristic value and is often created for comparison metrics.

In C4C reporting, a calculated key figure is defined as the key figure that contains some calculation rules or formulas. A calculated key figure can be created from an existing key figures in the selected data source.

These are assigned to restricted key figures and to add additional behavior you can define properties of the characteristics.

Business Analytics

When you assign a report to work center you can create views which appear in end user report list. A view can be created by choosing key figures and characteristics for columns and rows in a table, then selecting a chart type to best represent that data.

When you create a view you can also define conditions and exceptions for key figures that alter how your data is presented based on rules and thresholds.

When standard data sources are not able to fulfill reporting requirements, you can create custom data sources in C4C cloud environment.

There are two methods to create custom data source −

  • Combined Data source
  • Joined Data Source

Combined Data Sources only merge data from different data sources and it doesn’t check without checking for any matches between the Data Sources.

Joined Data Sources allows you to merge the data between two or more data sources and merging results the matching of data.

In SAP Cloud for customer, service level defines the time when a ticket for a customer must be responded and completed. Service levels help organizations to define performance objectives for handling customer messages and using these you can measure the performance and the quality of your customer service.

To define Service Levels, go to Administrator → Service and Social

You must provide a Service Level Name, and a Service Level ID. You can also provide an optional service level Description.

Alter When Over Due −

You can select this option, it means if reaction time for a ticket is overdue, system will send alert to service agent. Select the required milestones.

To maintain reaction time for all milestone, go to Details for milestone → Add Row.

Service categories allow you to create and organize service categories and incident categories within service category catalogs. These categories are used throughout the system to capture consistent information, to allow for reporting and benchmarking, and determining service level assignments.

Service categories allow you to create and organize service categories and incident categories within service category catalogs.

To maintain Service Category, go to Administration → Service and Social → Service Categories

In SAP Cloud for Customer, user management deals with maintain employee records in system and creation of users and business roles. As per business roles, you can assign different access rights and data restrictions to the users.

Open Silverlight UI, Go to Administrator → click on Employees tab

You can create business roles and assign them to work centers to perform their job functions. To help standardize system access, business roles can be created and enable you to predefine access rights in the form of a template, so that you can assign them to multiple business users, who perform similar business tasks.

Organizational Work Distribution and Employee Work Distribution allows you to manage the distribution of customer tickets within your service organization. You can create rules that allow the system to evaluate the tickets and distribute them to the responsible team or the responsible processing agent.

Pricing in C4C depends on price master data which is derived from Price master list. Price master data is maintained in Products work center.

SAP cloud for Sales contain a list of predefined list of elements and you can activate them under scoping phase of project implementation.

To view Price List, go to Product work center → Price List

In SAP Cloud for Customer, a sales cycle consists of all key activities under Sales process.

Sales Order

Sales Quotes

Sales Lead

Opportunities and many more components

Sales quotes is used to offer products to customers as per specific terms and fixed conditions. A sales quote bounds seller to sell products for a specific period of time and price. Sales agents are responsible for the creation of sales quote in a company.

Navigate to Sales work center → Sales Quotes tab.

Sales order is defined as document that is sent to customer for delivery of goods and services. Sales order is generated when a customer accepts a sales quote.

A sales order is an internal document of a company. To create Sales order, go to Sales work center → Sales Order.

SAP C4C Retail allows retail stores to provide their customer with personalized shopping experience by suggesting recommended products, easy check out options. Using SAP C4C Retail a retail store employee can import all user details, offers and instore products from C4C system and use it to emphasize great store experience.

SAP C4C Retail store agent can perform following functions −

Customer View −

An agent can check and view customer past order details and hence provide personalize service by recommending few products.

Customer Check-In −

Check in the customer to store for shopping.

Customer Look up −

Retail agent can look up for the details of any customer who walks in to the store, his loyalty status, contact details, etc.

Product Recommendation −

Sales agent can recommend products to customer as per wish list.

Product Look up −

Retail agent can look up the products for customers and provide details like prices, offers and location of products in store.

Availability Check −

C4C Retail agent can perform the availability check for specific products in their stores as well as other store locations.

In SAP Cloud for Customer, you can also integrate your cloud solution with your email using Add In for Microsoft Outlook to support sales, service and marketing scenarios.

To ensure integration between C4C and Outlook, you need to ensure scoping is selected at the time of project implementation.

In SAP C4C, you can integrate data from applications and online web services using mashups. There are various preconfigured mashups in system that can be used for data integration.

URL Mashups

HTML Mashups

Data Mashups

To create a mashup in C4C system, navigate to Administration → Business flexibility → Mashup authoring.

Go to New, and select type of Mashup.

What is Next ?

Further you can go through your past assignments you have done with the subject and make sure you are able to speak confidently on them. If you are fresher then interviewer does not expect you will answer very complex questions, rather you have to make your basics concepts very strong.

Second it really doesn't matter much if you could not answer few questions but it matters that whatever you answered, you must have answered with confidence. So just feel confident during your interview. We at tutorialspoint wish you best luck to have a good interviewer and all the very best for your future endeavor. Cheers :-)

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