SAP C4C Interview Questions

SAP C4C is a SaaS platform for services and sales. It is developed by SAP with the mobile-first approach to satisfy the requirements of customer services and sales. SAP C4C focuses on simplifying production and reduces the time for entering the information. It contains embedded analytics to help you forecast sales as per historical data. 

It enables Sales professionals to spend more time selling the products. SAP can integrate with Microsoft Outlook, Google Gmail, SAP ERP, and SAP CRM. Leading Organizations like Accenture, Infosys, PwC, and Capgemini are recruiting SAP C4C consultants. Thus, if we crack the SAP C4C job interviews, we can build a promising career. To get your SAP C4C consultant career started, you have to crack SAP C4C interviews. To help you in that process, we have designed the most frequently asked SAP C4C interview questions. These SAP C4C interview questions and answers are classified into different categories

• Basic
• Experienced
• FAQs

Top 10 Frequently Asked SAP C4C Interview Questions

1. What are the individual products of SAP C4C?
2. What is the difference between Public and Private Cloud?
3. Explain Project Scoping.
4. What do you mean by Fine Tuning?
5. Explain Service Categories.
6. Describe Adaption in SAP C4C.
7. Describe SAP C4C Personalization.
8. Explain Sales Quotation.
9. What are the KPIs in SAP C4C?
10. What is Workflow in SAP C4C?

Basic SAP C4C Interview Questions

1. Define SAP C4C?

SAP C4C(Cloud for Customer) is the cloud solution used for handling customer service, customer sales, and marketing activities. It is one of the important SAP solutions to handle customer relationships. The following are the important objectives of SAP C4C

• Collaboration
• Relationship
• Business Processes
• Insight

2. In how many languages SAP C4C(Cloud for Customer) solution is available?

SAP C4C(Cloud for Customer) is available in 19 languages.

3. What are the individual products of SAP C4C(Cloud for Customer)?

Following are the individual products of SAP C4C

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

4. What are the crucial benefits of utilizing the SAP C4C(Cloud for Customer) solution as compared to the on-site solution?

One of the essential benefits of utilizing the SAP C4C(Cloud for Customer) is its Operation maintenance and expenditure cost. We can take the licenses as per our necessity, and they can be increased on demand. The vendor handles the SAP C4C solution, and all the operational maintenance and expenditure are the Vendor's responsibility.

It enables us to handle customer requirements from anywhere and with the seven-layer security from the cloud service providers. We can access customer information irrespective of where they are available or stored. SAP C4C is a cloud solution that utilizes rapid and secure communication through web and mobile devices.

5. Could you name some connectors that can be utilized for the SAP Cloud for customer integration with SAP ECC?

SAP Cloud for Customer(C4C) connectors are available for famous middleware for integration - Dell Boomi for the cloud integration, Mulesoft for application integration, Informatica, etc.

6. What is the difference between Public and Private Cloud?

When the Customer goes for the SAP C4C product tenant, there is a test tenant offered as free to the customer. A separate and distinct URL is offered for every tenant. A customer can also purchase a permanent test tenant subscription.

The SAP Cloud for the customer solution is hosted on a cloud tenant that has vast amounts of customers. This is known as a public tenant. C4C customers can go for the private purchase edition, which enables you to subscribe to the tenant with no other customers in it. SAP C4C test and production tenants are always separate systems. A customer cannot buy the permanent test tenant temporarily, and it is suggested when the SDK is in utilization.

7. What is the difference between the SAP Cloud for the Customer Silverlight vs the HTML5 user interface?

HTML5

In SAP C4C, HTML5 is utilized by the end users. It can be considered the light version and offers easy and rapid access to the work centers ideal for the end users in the C4C environment.

Silverlight

The C4C Silverlight user interface is utilized by the Administrators. For this, we have to install the Microsoft Silverlight in the local system.

8. What is the default client for the Cloud for the Customer? Where do we access the Silverlight mode for the administration task?

The default client for C4C is HTML5, but administrators can start the Silverlight UI from the Adaption menu for accessing the configuration-related work centers. For opening the Silverlight UI Mode, go to the Adapt tab at the top -> Launch Microsoft Silverlight.

9. Could you name a few of the Work Centers in the Silverlight mode?

Feed

This work center displays all the updates and events like creating and assigning tickets, sales orders, leads, etc.

Organizational Management

We can create and edit the organizational structure, Job Definitions, and work distribution: employee & organizational work distribution.

Business Analytics

This work center is helpful for you to create the custom report, design the key figures, design new data sources, and design KPIs.

10. Where do we maintain the Service Category in the SAP C4C work centers?

For maintaining the Service Category, open “Administration/Service and Social/Service Categories.”

11. Which work center is utilized for performing the project implementation?

For project implementation, we have to use the “Business Configuration Work Center.”

12. Explain Project Scoping?

We can choose the Scoping elements for implementation in the new project. We have different Scoping elements in different categories that we can choose. On the right side, we can view details of every element in the overview tab.

13. What is the purpose of the Questioning Process?

The questioning process is the sub-step under scoping, where we review the questions according to the business requirements. We have many elements for choosing, and under every category, we have questions about the data that we have to answer.

14. What do you mean by Fine Tuning?

Before the project goes live, we have to carry out the fine-tuning of our project. This phase arranges all the compulsory configuration activities that we have to finish in a logical sequence. This enables us to adapt the solution to your requirements before going live by checking the predefined settings and entering the further settings for our chosen scope. We can also add the optional configuration tasks. 

15. Explain Organization Structure? 

An Organization can be structured in many ways as per the targets and goals, and it specifies the modes in which the organization works. The organization structure defines the reporting and automatic work distribution.

16. What is the purpose of Employee Work Distribution and Organizational Work Distribution?

Employee Work Distribution and Organizational Work Distribution enable you to handle the distribution of user tickets in our service organization. We can create rules that will enable the system to assess the tickets and distribute them to the respective processing agent or team.

17. How do Business roles are useful in C4C?

We can create the business roles and allocate them to the work centers for performing their job functions. To standardize the system access, we can create the business roles and predefine the access rights in a template form, such that we can assign them to multiple business users who carry out the same business tasks.

18. How can we carry out user management in the C4C environment?

In SAP C4C, user management includes maintaining employee records in the system and creating user and business roles. According to the business roles, we can assign different data restrictions and access rights to the users.

19. Explain Service Categories?

Service Categories enable you to organize and create the service categories and incident categories in the service category catalogs. These categories can be utilized across the system for capturing constant information, enabling benchmarking and reporting, and evaluating service-level reports.

20. Define Service Level?

In SAP C4C, the service level specifies the time when the ticket for the customer should be completed and responded to. Service Level allows enterprises to specify the performance objectives for managing the customer messages, and using these we can assess the performance and the customer service quality.

21. What are the different options for a new Service Level?

Every new Service Level will have the following options:

• Service Level ID
• Service Level Name
• Service Level Description(optional)

SAP C4C Interview Questions For Experienced

22. Differentiate Joined and Combined data sources?

Joined Data Source enables us to merge the data between multiple data sources and merge the results of matching data. Combined Data Sources will merge the data from different data sources, and it will not check without checking the matches between data sources.

23. What is the purpose of the Report Views?

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

When we create the view, we can also define the conditions and exceptions for the important figures that modify how our data is displayed as per the thresholds and rules.

24. What are custom reports, standard reports, and interactive reports in SAP C4C?

SAP C4C(Cloud for Customer) supports the following kinds of reporting

1. Custom Reports

These reports are created according to the business requirements

2. Standard Reports

These are the reports that are included in the SAP C4C Solution

3. Interactive Reports

These are personalized interactive dashboards that are created distinctly.

25. How do we create custom reports in SAP C4C?

In SAP C4C, we can also create custom reports as per the column fields in our solution, and these custom fields can be added to the data reports or sources. We can combine or join the heterogeneous data sources that are created in the C4C environment or that are sent to the solution and create custom-calculated measures and comparison measures.

26. Describe Adaption in SAP C4C?

Adaption contains customization that is performed by the C4C administrators in the Silverlight UI screen. The Administrator can limit the end user to customize his or her screen and to do customization for all the users, etc. This step is known as Adaption.

27. Explain the Key Figure?

Key Figures are the key performance indicators in a report. We can refine the data displayed in the key figures by establishing limited or calculated key figures. We can define the limited key figure limited to a particular characteristic value and is created for the comparison measures. In SAP C4C reporting, the calculated key figure is the key figure that includes some calculation formulas or rules. We can create the calculated key figure from the available key figures in the chosen data sources.

28. Describe SAP C4C Personalization?

Personalization includes screen layouts, output forms, and fields for a user or multiple users. SAP C4C(Cloud for Customer) offers various features that enable you to personalize screen layouts, output forms, and fields.

29. What are the different kinds of personalizations that can be performed in “My Settings”?

Following are the different kinds of personalization

1. Onscreen Help

We can choose the Country, and this enables country-specific help will be activated, and this help content can be accessed in the Help Center. 

2. Regional Settings

We can personalize the date formats, different time zone, different decimal notations, different languages, and different time formats as per necessity.

30. What are the different steps of Project Implementation?

Following are the different steps of Project Implementation:

1. Implementation Focus
2. Country and Business Type
3. Questioning
4. Scoping
5. Confirmation
6. Review

31. Explain SAP C4C Sales Cycle?

In the SAP C4C, the sales cycle includes all the key activities in the Sales process:

1. Sales Quotes
2. Sales Order
3. Sales Lead

32. Explain the Sales Quotation?

Sales Quotes are utilized for providing the products to the customers according to the fixed conditions. A sales quote confines the seller to sell the products for a particular price and period of time. Sales Agents create the sales quote in the company.

33. What is the use of SAP C4C Retail?

SAP C4C Retails enables retail stores to offer their customer a customized shopping experience by recommending products and simple checkout options. Through the SAP C4C Retail, an employee of a retail store can import every offer, user detail, and in-store product from the C4C System and utilize it to highlight the store experience.

34. Describe the Sales Order?

A sales Order is a document that is transmitted to the customer for the delivery of services and goods. It is created when the customer accepts the sales quote. It is the internal document of an organization. For creating the sales order, open “Sales work center -> Sales Order.”

35. What are the different functions of the SAP C4C Retail store agent?

The following are the different functions of the SAP C4C Retail store agent

• Customer Check-In: Check in the customer to the store for the shopping.
• Customer Look UP: The Retail agent can view the details of the customer who comes to the store, his contact details, loyalty status, etc.
• Customer View: An agent can view and check the customer details and thus offer personalized service by suggesting a few products.
• Product Recommendation: The sales agent can suggest products to the customer based on the wish list.
• Product Look-Up: The retail agent will look up the products for the customers and provide details of offers, prices, and locations of the products in the store.
• Availability Check: The C4C Retail agent can carry out the availability check for particular products in their stores.

36. Explain SAP C4C Mashups?

By using Mashups, we can integrate the data from the applications and online web services. There are several preconfigured mashups in the system that can be utilized for data integration:

1. HTML Mashups
2. Data Mashups
3. URL Mashups

37. Can we integrate Outlook with SAP C4C?

We can integrate the SAP C4C solution with our email through Add-In for Microsoft Outlook for supporting service, marketing, and sales scenarios. To integrate SAP C4C and Outlook, we have to ensure that scoping is chosen while implementing the project.

38. Where do we define and check Mashups in the Cloud for the Customer environment?

For creating the Mashup in the SAP C4C solution, open “Administrator ->Business Flexibility->Mashup Authoring.” Open “New” and choose the type of Mashup.

Most Commonly Asked SAP C4C FAQs

1. What is SAP C4C also known as?

After the rebranding of SAP C4C and SAP Hybris, SAP C4C is changed to SAP C/4 HANA.

2. What are the key features of SAP C4C?

The following are the features of SAP C4C

• Organized the presentation of the 659 features settled into the Standard Customer Relationship Management structure, with the sub-modules and clear modules.
• Rates the support level SAP C4C provides for every feature, from full support to the partner add-on, third-party, customization, etc.
• Evaluate the SAP C4C overall performance on the industry average.

3. What is the purpose of SAP C4C?

SAP C4C(Cloud for Customer) is the cloud solution for handling customer sales, marketing activities, and customer service effectively, and it is one of the core SAP solutions to handle customer relationships.

4. What are the KPIs in SAP C4C?

KPIs(Key Performance Indicators) are the chosen key figures from the reports that have been limited through particular selections for which we can target the values and define the reference with the thresholds.

5. What are the advantages of SAP C4C?

One of the major advantages of utilizing SAP C4C is its operation maintenance and operation expenditure cost. We can take the licenses according to the necessity, and they can be extended on demand. 

6. What is Workflow in SAP C4C?

Workflow is a crucial tool that helps you automate the business process of an enterprise. The approval process is a famous use case for the Workflow. In SAP C4C, workflow reduces the processing time, improves process quality, and raises process efficiency.

7. What are the data sources in SAP C4C?

Data Sources are delivered by the SAP Server based on the content of the created data sources. Administrators can choose data sources from different business areas for their data sources.

8. How to change language in SAP C4C?

In SAP C4C, we can change the language while logging onto C4C at the Log-on page.

9. How to configure SLA in the SAP C4C?

We can configure the SLA(Service Level Agreement) in the SAP C4C by going to the Work Center ‘Administrator/Service and Social/SLA Setup.’ It offers you different options for defining the “Service Levels” and keeping the rules to the “Determine Service Rules.”

10. What are the different types of Key Figures in SAP C4C?

In SAP C4C, we have two different types of Key Figures

1. Calculated Key Figure
2. Restricted Key Figure

Conclusion

SAP Cloud for Customer(C4C) is the SaaS(Software as a Service) platform for services and sales. It handles customer service, marketing activities, and customer sales. SAP C4C is an important solution for services and sales professionals to get customer information. These SAP C4C interview questions help the services and sales professionals get through the job interviews. you can learn SAP C4C Course Offered by MindMajix and improve your knowledge. It will support you to bag your dream job and succeed in your career.