SAP Cloud for Customer (C4C) Interview Questions & Answers

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SAP Cloud for Customer (C4C) Interview Questions & Answers

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SAP Cloud For Customer (C4C) Interview Questions

SAP Cloud for Customer (C4C) Interview Questions
    1. Question 1. What Is Sap C4c Solution? Explain Key Objectives?

      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

    2. Question 2. What Are The Individual Products Come Under Sap Cloud For Customer?

      Answer :

      • SAP Cloud for Sales
      • SAP Cloud for Marketing
      • SAP Cloud for Social Engagement

    3. Question 3. In How Many Languages Sap Cloud For Customer Solution Is Available?

      Answer :

      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.

    4. Question 4. Could You Name Few Connectors That Can Be Used For Sap Cloud For Customer Integration With Sap Ecc?

      Answer :

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

    5. Question 5. What Are The Key Advantages Of Using Sap Cloud For Customer Solution As Compared To On-premise Solution?

      Answer :

      • 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.

    6. Question 6. Could You Explain Sap C4c Architecture And Integration Between Erp And Cloud Solution?

      Answer :

      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.

    7. Question 7. What Is The Difference Between Public Vs Private Cloud?

      Answer :

      • 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.

    8. Question 8. Explain The Difference Between Sap Cloud For Customer Html5 Vs Silverlight User Interface?

      Answer :

      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

    9. Question 9. What Is The Default Client For Cloud For Customer? Where Do You Access Silverlight Mode For Administration Task?

      Answer :

      • 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

    10. Question 10. What Are Work Centers In Sap Cloud For Customer?

      Answer :

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

    11. Question 11. Could You Name Few Of Work Centers In Silverlight Mode?

      Answer :

      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.

    12. Question 12. Which Work Center Is Used To Perform Project Implementation?

      Answer :

      Business Configuration work center >Implementation Project.

    13. Question 13. What Are The Different Steps Involved In Project Implementation?

      Answer :

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

    14. Question 14. What Do You Understand By Project Scoping?

      Answer :

      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.

    15. Question 15. What Is The Use Of Questioning Process In Project Implementation?

      Answer :

      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.

    16. Question 16. What Do You Understand By Fine Tuning?

      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.

    17. Question 17. What Is An Organization Structure In Sap Cloud For Customer?

      Answer :

      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.

    18. Question 18. What Is Organization Management?

      Answer :

      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.

    19. Question 19. What Is Active And Planning Version In Organization Management?

      Answer :

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

    20. Question 20. What Is C4c Personalization?

      Answer :

      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.

    21. Question 21. What Are Different Personalization That You Can Perform Under My Settings?

      Answer :

      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.

    22. Question 22. What Is Adaptation In C4c?

      Answer :

      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.

    23. Question 23. What Is Standard Reports, Custom Reports And Interactive Reports In C4c Reporting?

      Answer :

      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.

    24. Question 24. How Do You Create Custom Reports In C4c?

      Answer :

      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.

    25. Question 25. What Is A Key Figure In Sap C4c Reporting?

      Answer :

      • 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.

    26. Question 26. What Are Characteristics In C4c Reporting?

      Answer :

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

    27. Question 27. Which Work Center Is Used For Report Designing And Data Sources?

      Answer :

      Business Analytics.

    28. Question 28. What Is The Use Of Report Views?

      Answer :

      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.

    29. Question 29. When Standard Data Sources Are Not Able To Fulfill Reporting Requirements, What Can You Do To Meet Business Requirement?

      Answer :

      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

    30. Question 30. When Standard Data Sources Are Not Able To Fulfill Reporting Requirements, What Can You Do To Meet Business Requirement?

      Answer :

      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

    31. Question 31. What Is Difference Between Combined And Joined Data Source?

      Answer :

      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.

    32. Question 32. What Is Service Level?

      Answer :

      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.

    33. Question 33. Where Do You Define Service Levels?

      Answer :

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

    34. Question 34. What Are The Different Options While Defining A New Service Level?

      Answer :

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

    35. Question 35. If Reaction Time For A Ticket Is Overdue, How You Can Configure System To Send Alert To Service Agent?

      Answer :

      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.

    36. Question 36. What Do You Understand By Service Categories?

      Answer :

      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.

    37. Question 37. Where Do You Maintain Service Category In C4c Work Centers?

      Answer :

      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

    38. Question 38. How Do You Perform User Management In C4c Environment?

      Answer :

      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.

    39. Question 39. Where Do You Create An Employee In C4c Environment?

      Answer :

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

    40. Question 40. What Is The Use Of Business Roles In C4c?

      Answer :

      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.

    41. Question 41. What Is The Use Of Organizational Work Distribution And Employee Work Distribution?

      Answer :

      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.

    42. Question 42. What Is Cloud For Customer Pricing Concept?

      Answer :

      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

    43. Question 43. What Is Sap C4c Sales Cycle?

      Answer :

      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

    44. Question 44. What Do You Understand By Sales Quotation?

      Answer :

      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.

    45. Question 45. What Is Sales Order? Where Do You Define Sales Order In Cloud For Customer Environment?

      Answer :

      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.

    46. Question 46. What Is The Purpose Of Using C4c Retail?

      Answer :

      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.

    47. Question 47. What Are The Different Agent Functions That Can Be Performed In C4c Retail Environment?

      Answer :

      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.

    48. Question 48. Is It Possible To Integrate Outlook With C4c Solution?

      Answer :

      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.

    49. Question 49. What Is C4c Mash Ups?

      Answer :

      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

    50. Question 50. Where Do You Check And Define Mashups In Cloud For Customer Environment?

      Answer :

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

      Go to New, and select type of Mashup.

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