Which of the following are the capabilities of the CRM Solution? There are 3 correct answers to this question.
- A . Partner Channel Management.
- B . Survey Applications.
- C . Field Applications.
- D . E-Commerce.
Which of the following SAP CRM interaction channels focuses on indirect sales and on partner relationship management? Please choose the correct answer.
- A . Interaction Channel.
- B . Partner Channel management.
- C . Web Channel.
- D . Field Applications.
Extended UI enhancements can be implemented using the ‘Component Enhancement workbench’ concept.
Which of the following is NOT part of this concept? Please choose the correct answer.
- A . An enhancement set is used to group several component enhancements together.
- B . An enhancement set can be defined independently of Easy Enhancement Workbench extensions.
- C . An enhancement set can be created using the Easy Enhancement Workbench.
Partner processing involves which of the following? There are 4 correct answers to this question.
- A . Partner function category
- B . Partner function
- C . Partner determination procedure
- D . Access Sequence
- E . Partner Item Category
In terms of the levels that the Organization Structure in CRM can have, which of the following statements are True? Please choose the correct answer.
- A . Level are restricted to 128
- B . Levels are restricted to 1024
- C . There is NO limit on the number of levels.
Which capabilities are offered by partner processing within SAP CRM? (Choose correct answer)
- A . Partner processing determines which internal & external partners are involved.
- B . Partner processing which sources the system should search to find the involved partners.
- C . Partner processing determines which partners are mandatory within business transactions.
- D . Rest all answers are correct
Which of the following statements are correct regarding copying and follow up if a transaction? Please choose the correct answer.
- A . You can choose the transaction type during follow up.
- B . Header data is copied and you can select items during copying a transaction.
- C . Transaction history is updated after copying a transaction.
- D . Whether a transaction type can be copied or not, is customized in the copying control of transactions.
In CRM billing output processing, date can be send to which of the following? There are 4 correct answers to this question.
- A . Printer
- B . Fax
- C . Email
- D . SAP BI
- E . SAP APO
Which of the following components can be synced between MS outlook or Lotus Notes and SAP CRM? There are 2 correct answers to this question.
- A . Task
- B . Interaction log
- C . Business Partners
- D . Appointments
Which of the following are true aspects of Org Management in CRM? There are 2 correct answers to this question.
- A . Definition of rules to determine the responsible Org Unit.
- B . Definition of employee master data.
- C . Set up of Payroll processes.
- D . Multiple functions of an Org Unit
Which of the following processes, among others, belong to SAP CRM Sales? There are 3 correct answers to this question.
- A . Activity Management.
- B . Complaint Management.
- C . Account & Contact Management.
- D . Territory management.
A Service order can have which of the following items? There are 4 correct answers to this question.
- A . Service
- B . Service part
- C . Miscellaneous
- D . Sales
- E . Tool
Which of the following SAP software components can be integrated with SAP CRM to allow you to compile and synchronize all the relevant data used to monitor and measure the success of your enterprise? Please choose the correct answer.
- A . SCM
- B . HCM
- C . BW
- D . SRM
Which of the following are possible sources in access sequences used in partner determination? There are 2 correct answers to this question.
- A . Buying center
- B . Target groups
- C . Business partner relationships
- D . Preceding transactions
In partner determination, which of the following is not freely definable? Please choose the correct answer.
- A . Partner function
- B . Partner function category
- C . Relationship category
- D . Access
Replication of data from CRM to other systems can be defined in CRM.
Where is the corresponding replication model created? Please choose the correct answer.
- A . In Object management
- B . In the BDOC modeller
- C . In the Data Integrity Manager
- D . In the Administration Console
For SAP Field applications, which of the following features & functions are available on the laptop without connecting to the SAP CRM Server? There are 3 correct answers to this question.
- A . Determination of prices and discounts
- B . Creation of Quotations
- C . Maintenance of Calendar entries
- D . Availability check
Date management enables you to process the dates that are relevant for you in one document. You are planning to use it in contracts (cancellation dates and runtimes).
Which of the following would you need to work with when configuring Date Management? There are 2 correct answers to this question.
- A . Date Profile
- B . Date Availability You are going to customize SAP CRM billing, which of the statements are correct? There are 2 correct answers to this question.
- C . Date Type
- D . Date Category
Your customer wants to use a new business activity for capturing trade fair contacts that can be used as follow up documents for leads.
Which of the following settings mandatory to fulfil these requirements? There are 3 correct answers to this question.
- A . Define a transaction type for the Trade Fair contacts using a leading business transaction category ‘Business Activity’.
- B . Set up Copy control for source transaction type ‘Lead’ and target transaction type ‘Trade fair contact’.
- C . Maintain item category determination for the trade fair contact.
- D . Implement a BADI for copy control.
Which of the following statements regarding ‘Organization Unit’ are true? There are 3 correct answers to this question.
- A . Depending on how a company is organized, the organizational units may be departments, groups or project teams.
- B . If you specify a function for an organizational unit, this information is inherited by the lower-level organizational units.
- C . You can assign certain general attributes to organizational units when creating your organizational structure. General attributes are NOT related to a specific function.
- D . You can assign several attributes to an organizational unit.
Which of the below are processing types are used by SAP CRM Actions? There are 3 correct answers to this question.
- A . Smart form
- B . SAP Script
- C . Workflow
- D . Methods
- E . Classes
You are discussing CRM with a colleague who specialises in the Portal system.
Which of the following can you use to justify the use of CRM Webclient without a Portal? Please choose the correct answer.
- A . CRM Webclient requires the Portal, which is why it is being introduced in a phased approach.
- B . The Portal is more convenient to create menus and page content.
- C . CRM Webclient is designed to operate without the Portal.
- D . The Webclient uses roles that differentiates what users see, similar to the role the Portal has.
- E . CRM Webclient allows connectivity to other SAP system transactions should it be required.
You can integrate CRM activity management with groupware applications This means that you can synchronize business activities and tasks in your CRM calendar and groupware calendar.
In this context, which of the following statements are true? (Choose Correct Answer)
- A . Data is exchanged in both directions
- B . Groupware integration with CRM Enterprise is server-based
- C . The SAP Groupware Adapter is used
- D . Message transfer is performed using XML-SOAP.
- E . Reat all answers are correct
Sources for a access sequence could be: There are 3 correct answers to this question.
- A . Territory Management.
- B . Organizational Model
- C . Business Partner relationships
- D . Installation component
- E . Pricing Hierarchy
With reference to the CRM middleware, which of the following statements are FALSE? Please choose the correct answer.
- A . CRM Middleware provides seamless back-end integration
- B . CRM Middleware provides groupware integration
- C . CRM Middleware Synchronizes Mobile Clients
- D . It requires no additional software, installation or servers.
- E . It supports integration with only MS Exchange & no other groupware.
The marketing organization is a characteristic of the marketing plans and campaigns. You can use it to define how your enterprise structures the responsibilities for the marketing activities.
The marketing Organization can be used for? (Choose Correct Answer)
- A . Authorization checks
- B . Automatically entering and checking marketing attributes
- C . Partner determination
- D . Workflow Routing
- E . Cost Planning
- F . Rest all answers are correct
Mapping exists between business partners in SAP CRM and ERP customers (in both directions).
This can be displayed using which transaction? Please choose the correct answer.
- A . SC27
- B . MAP 01
- C . MAP
- D . MAPI
- E . PIDE
Interaction Center Profiles can be designed for? There are 3 correct answers to this question.
- A . Individual positions
- B . Groups of agents
- C . Common for all the Interaction center
- D . Individual Leads
- E . Groups of Sales
Account classification can be used to classify your accounts according to any criteria you choose.
Which of the following statements is correct? Please choose the correct answer.
- A . You can assign any number of criteria and attributes to each classification category.
- B . Classification categories are fixed and cannot be enhanced.
- C . Account classification influences the header fields that are displayed within an account.
- D . Account classification allows the assignment of several classification attributes to one account.
Which of the following form part of the three step billing process in SAP CRM? There are 3 correct answers to this question.
- A . Input processing
- B . Output processing
- C . Order integration
- D . Billing
- E . Company code definition
Which of the following are relevant documents within the Service process in SAP CRM? There are 2 correct answers to this question.
- A . Service notification.
- B . Billing document.
- C . Service Order
- D . Opportunity
Your customer wants to use a new business activity to capture trade fair contacts.
Which of the following settings are mandatory to fulfill this requirement? There are 2 correct answers to this question.
- A . Maintain item category determination for the trade fair contact transaction type.
- B . Create a new task type to initiate follow-up activities with the trade fair contacts.
- C . Define a transaction type for the trade fair contacts with leading transaction category "business activity."
- D . Maintain business-activity-relevant data for the trade fair contact transaction type.
- E . Maintain questionnaire determination for the trade fair contact transaction type.
Which of the following are part of SAP CRM Marketing? There are 2 correct answers to this question.
- A . Campaign Management
- B . Customer Segmentation
- C . Installed Base Management
- D . Incentive and Commission Management
Text data can be maintained in a business transaction at the header or item level.
What identifies which texts will be available in a transaction? Please choose the correct answer.
- A . Text profile
- B . Text determination procedure
- C . Notes assignment profile
- D . Text Types
Using specific personalization options, certain users can display special keys in the CRM WebClient UI. A user can use these keys to start the UI configuration directly. Please choose the correct answer.
- A . True
- B . False
Which of the following are functional enhancements of the Service Contract that generate follow-up documents at specified points in time as individual or periodic scheduling? Please choose the correct answer.
- A . Service Orders
- B . Service Plans
- C . Service level agreements
Which of the following statements are correct regarding CRM Business Partners? Please choose the correct answer.
- A . Business partner categories can be freely defined.
- B . Once assigned a business partner category can be changed later.
- C . Business partner roles can be freely defined.
- D . Business partner relationships can be freely defined.
Which of the following are examples of business transactions in SAP CRM? There are 3 correct answers to this question.
- A . Appointments/meetings
- B . Campaigns
- C . Call lists
- D . Rebate agreements
- E . Service confirmations
Which of the following settings within the action processing determines when an action should be processed (e.g. ‘immediate’, ‘when saving’ or ‘using selection report’) Please choose the correct answer.
- A . Processing time
- B . Start Condition
- C . Schedule Condition
- D . Processing Type
You have to configure the download of business objects from SAP ERP to SAP CRM.
Which steps are part of the initial downloads of business objects from ERP to CRM? There are 2 correct answers to this question.
- A . Monitor download via the download monitor (Transaction R3AS).
- B . Define clock size for Adaptor objects (Transaction R3AC1).
- C . Assign subscription in the Administration Console (Transaction SMOEAC).
- D . Activate the replication & Realignment Queue (Transaction SMOHQUEUE).
For which of the given processes is CRM Billing required for invoicing? There are 3 correct answers to this question.
- A . Service parts management
- B . Service order management
- C . Financial service and leasing
- D . Intellectual Property Management
- E . Sales order management
Which of the following describes the structure of a CRM business transaction? Please choose the correct answer.
- A . Transaction channels
- B . Customizing headers
- C . Transaction determination procedure
- D . Header, Item and Schedule lines
What is the Integrated Communication Interface (ICI) used for in SAP CRM? Please choose the correct answer.
- A . To enable communication between SAP CRM and mobile clients
- B . To enable communication between SAP CRM and SAP SCM
- C . To enable communication between SAP CRM and Computer Telephony
- D . To enable communication between SAP CRM and SAP ERP
The navigation bar can include which of the following? There are 3 correct answers to this question.
- A . Application search launches.
- B . An URL link
- C . SAP NetWeaver BI reports and analysis
- D . Transactions in other systems.
Which of the following are Key elements of Opportunity ‘Sales Methodology’? There are 3 correct answers to this question.
- A . Buying Center
- B . Case Management
- C . Sales assistant
- D . Opportunity assessment
You have some new agents working in the interaction centre.
What functionality can you use to guide them better in their conversation with the customers. Please choose the correct answer.
- A . Interactive Scripting
- B . Knowledge Article routing
- C . Service level workflows
- D . User level workflows
You are discussing and comparing functionality of the CRM Webclient with a colleague who is concerned about security.
Which of the following could you mention to give your colleague some assurance? Please choose the correct answer.
- A . CRM Webclient uses business roles which control what a user can see, and also links to a PFCG role which can control how much authorization they have on the system.
- B . CRM Webclient allows users to logon to multiple business roles at one time, giving them best control over their session.
- C . PFCG roles are not relevant to CRM Webclient
- D . CRM Webclient uses business partner roles to control what a user sees when logging on.
The account hierarchy allows you to group accounts in a multi-level group hierarchy.
Which of the following are the two categories of account hierarchies? There are 2 correct answers to this question.
- A . Contract management
- B . Account classification
- C . Pricing
- D . Statistical
Which of the following processes are included in SAP CRM Sales? There are 3 correct answers to this question.
- A . Complaints Management
- B . Account and Contact Management
- C . Case Management
- D . Activity Management
- E . Opportunity Management
From a technical point of view, the SAP CRM product master is a collection or arrangement of which of the following? Please choose the correct answer.
- A . Classifications
- B . Set Types
- C . Hierarchies