CRM Questions

CRM Questions Exam code: C_TCRM20_71

INTRODUCTION TO SAP CRM 1) Which of the below are industries for which SAP provides industry specific scenarios and customizing options? (a) Media (b) Utilities (c) Pharmaceuticals (d) Public sector (e) Telecommunications (f) High tech (g) Sports Answer: a,b,c,d,e,f 2) Which of the below are departments within a company that interact most often with customers? (a) Sales (b) Finance (c) Marketing (d) Service (e) Production Answer: a,c,d 3) Which of the below are processes supported by SAP CRM in marketing? (a) Campaign management (b) Customer segmentation (c) Lead management (d) E marketing (e) Trade promotion management (f) Marketing planning and analytics Answer: a,b,c,d,e,f 4) Which of the following processes are supported by SAP CRM in sales? (a) Customer order management (b) Account and contact management (c) Commissions and incentives (d) Opportunity management and pipeline analysis (e) Sales planning and analytics (f) Quotations and contracts Answer: a,b,c,d,e,f 5) Which of the below processes are supported by SAP CRM in service? (a) Service request (b) Service order and contract administration (c) Complaint management (d) Case management (e) Installed base management (f) Workforce management (g) Service planning and analytics Answer: a,b,c,d,e,f,g 6) Which of the below are interaction channel supported by SAP CRM? (a) Back-office (b) Field service (c) Offline- user (d) Interaction centre (e) Web channel management (f) Partner channel management Answer: a,b,c,d,e,f 7) Which of the following statements are correct? (a) Solution map, SAP supplied tool, is a comprehensive collection of industry specific and cross industry solutions, infrastructure and service blueprints (b) The SAP solution manager makes pre-configured CRM content in the form of hundreds of business processes available (c) SAP CRM system can be used as stand alone system and does not necessarily require installation of ERP Answer: a,b,c

BASICS AND ARCHITECTURE

1) The availability to promise (ATP) can be found in... (a) ECC (b) CRM (c) BW (d) SCM (e) All of the above Answer: d 2) In SAP CRM, sales orders can be entered in... (a) Internal sales application (b) Interaction centre (c) Mobile device (d) CRM server (e) All of the above Answer: e 3) Which of the following statements are correct? (a) SAP ERP is directly connected to CRM (b) In CRM middleware, the validation service is part of CRM adapter (c) In a web environment, product catalogues are exported from SAP CRM to an external index server for faster access to product data (d) Internet pricing and configurator-IPC component provides configuration and pricing data for web applications Answer: b,c,d 4) Which of the following statements are correct? (a) When CRM functionality is exposed to the internet, the internet application components are made available through a web server based on J2EE- Java to enterprise edition. (b) The IC web client multi channel options are consolidated using the integrated communication interface-ICI in the interaction centre (c) The CRM middleware provides the necessary functionality for the data replication to mobile clients (d) In mobile sales, the user must be connected to the CRM back end to access pricing and configuration Answer: a,b,c 5) Which of the below are channels supported by the interaction centre? (a) Telephone (b) Email (c) Fax (d) VOIP-Voice over IP (e) all of the above Answer: e 6) Which of the following statements is NOT correct? (a) In SAP CRM mobile sales/service, the user can access data only for their own area of responsibility (b) The mobile clients connect to CRM server using RFC (c) The mobile clients connect to communication station using.net (d) The communication station connects to CRM via qRFC (e) Mobile clients running the mobile sales/service application may contain SCE (Sales configuration engine) and SPE (Sales pricing engine) Answer: b 7) Which of the below are user interface options that have been made available for SAP CRM? (a) SAP GUI (b) PCUI (c) IC web client (d) CRM web client Answer: a,b,c,d 8) Which of the below are pre configured roles in SAP CRM? (a) Sales (b) Marketing (c) Service (d) Interaction centre (e) Partner channel management (f) All of the above Answer: f

MARKETING

1) Which of the following are correct statements? (a) Cost overview of a marketing campaign can be done in CRM (b) Only campaign elements can be assigned to campaigns (c) In describing marketing elements, the marketing plan is used for strategic planning while campaigns are operative elements used for execution (d) Target groups can be assigned to only one set or profile Answer: b,c,d 2) Data sources that can be used for segmentation are... (a) BW query (b) Infoset (c) Marketing attribute set (d) All of the above Answer: d 3) Which of the following are correct? (a) Target groups can be assigned to a profile or a profile set (b) Profiles do not have target groups assigned (c) A profile can be assigned to different profile sets (d) A profile has to be assigned to a profile set (e) You can move a profile from one set to another (f) A profile can exist without any target group assigned to it Answer: a,b,d,f 4) Which of the following statements are correct? (a) A call list includes business partner information (b) Campaign automation enables you to define marketing procedures that can meet the real time individual requirements of each customer (c) Trade promotions represent marketing activities used by industries that sell into the retail channel or through brokers or wholesalers (d) Variables and conditional text blocks are ways in which you can personalize a mail form Answer: a,b,c,d 5) Which of the below functions can integrate with trade promotion management? (a) Funds management (b) Claims management (c) Business intelligence-BI (d) ERP (e) SCM-APO Answer: a,b,c,d,e

SAP CRM WEB CHANNEL 1) Which of the below are major web channel capabilities in SAP CRM? (a) E marketing (b) E commerce (c) E service (d) Web channel analytics Answer: a,b,c,d 2) Which of the below functions are supported by E selling? (a) Quotation and order management (b) Shopping basket management (c) Price management (d) Interactive selling and configuration (e) Collaborative selling Answer: a,b,c,d,e 3) Which of the below are web shop selling scenarios delivered by SAP? (a) Business to business-B2B (b) Business to consumer-B2C (c) Inquiry to cash-I2C Answer: a,b 4) Which of the below are functions supported by E service? (a) Knowledge management (b) Request management (c) Live customer support (d) Customer self service (e) Installed base management (f) Complaints and returns (g)

Billing and payment Answer: a,b,c,d,e,f,g 5) Which of the below are functions supported by E marketing? (a) Catalogue management (b) Content management (c) Personalization (d) Campaign management (e) Customer segmentation Answer: a,b,c,d,e 6) Which of the below statements are correct? (a) The account manager role provides a single point of entry allowing an E commerce manager to fulfil all daily tasks (b) The web channel manager role provides a single point of entry allowing an E commerce manager to fulfil all daily tasks (c) SAP E commerce can be deployed standalone against SAP ERP without the need for CRM Answer: b,c

PARTNER CHANNEL MANAGEMENT 1) Partner channel management blends the core strengths of which of the below areas to deliver a full channel solution? (a) Web channel (b) Traditional CRM (c) Partner relationship management Answer: a,b,c 2) Which of the following are correct? (a) By using channel partners, the transaction costs for brand owners are higher (b) The channel manager role is used by the brand owner's employees while the partner portal is used by the channel partners (c) Channel commerce incorporates partners in your E commerce strategy and enables collaborative selling across organizational boundaries (d) The channel marketing funds process is a highly integrated end to end co-marketing process with channel partners Answer: a,b,c,d 3) Which of the below are examples of how channel commerce enables collaborative selling? (a) Collaborative showroom (b) Distributed content and catalogue management (c) Distributed order management (d) Hosted order management (e) Hosted partner site Answer: a,b,c,d,e 4) Which of the below are main business areas of SAP's CRM partner channel management? (a) Partner management (b) Channel marketing (c) Channel sales (d) Partner order management (e) Channel service (f) partner and channel analytics Answer: a,b,c,d,e,f

Activity Management 1) With server based groupware integration, message transfer is performed using a reliable and open messaging interface based on_____. (a) HTML (b) ALE (c) XML-SOAP (d) HTTP Answer: c

2) With server based groupware integration, BDoc messages are transformed into standard groupware formats by a generic groupware adapter. What is the name of that adapter? (a) Communication box (b) Mapbox (c) Connection box (d) GW adapter Answer: b 3) Which of the following statements is false? (a) The SAP groupware adapter on the CRM server supports the transformation of messages. It is based on SyncPoint technology. (b) With server based groupware integration tasks, business activities and contact partners flow in both directions between CRM and the groupware system (c) Activity monitor is a tool in the SAP GUI that enables activity analysis Answer: b

Partner Processing 1) What is the name of the procedure with which the system automatically finds and enters partners in transactions? (a) Access sequence (b) Partner functions (c) Partner determination Answer: c 2) Which of the following statements are correct? (a) Access sequence is a search strategy for determining the data sources the system uses for partner determination (b) The rules that determine how the system works with business partners during transaction processing is called partner determination procedure (c) Partner function describes the people with whom you do business and it can be assigned freely. Answer: a,b,c 3) In SAP CRM partner determination process, what is used as a system key for identifying the partner function and business partners who take on this responsibility? (a) Relationship category (b) Partner function category (c) Partner function procedure Answer: b 4) Which of the following are the areas of customizing in partner processing? (a)Partner function category (b) Partner function (c) partner determination procedure (d) Access sequence (e) Function rule Answer: a,b,c,d 5) Which of the following statements are correct? (a) Partner function categories are assigned to partner functions (b) The determination time can be set for each partner function. However, partner determination occurs only before the initial save. (c) If a transaction is saved and later altered, no new partner processing takes place (d) The lock field specifies whether the source partner for a partner determination is added to the results list of that determination Answer: a,b,c,d

6) Which of the below are levels of a partner determination procedure? (a) Procedure user (b) Partner functions (c) Interface settings Answer: a,b,c 7) Which of the following statements are correct? (a) A partner determination can only be assigned to a transaction type (b) The partner determination procedure basically specifies which partner functions can be found automatically in a transaction (c) Customer specific source can be defined in an access sequence using BADI methods (COM_PARTNER_BADI) (d) Access sequence provides the data source and the order in which the system checks them during partner processing Answer: b,c,d 8)What happens when there is no access sequence for a partner function in the partner determination procedure? (a) The partner can be entered manually (b) The partner cannot be entered manually (c) The partner does not get determined automatically Answer: a,c

Actions in SAP CRM 1) SAP provides approx 180 action profiles that can be used in application transaction processing (CRM_Order). Which of the following are other applications that also use action processing? (a) Billing (b) Case management (c) Middleware (d) BI adapter Answer: a,b 2) Which of the following are condition types available in action processing? (a) Initial condition (b) Schedule condition (c) Start condition Answer: b,c 3) Which of the following are correct statements? (a) Actions refer to post processing framework (PPF) basis components (b) Actions can automatically trigger output, follow up activities or workflows (c) You can model dependencies between actions (d) Action profile determination and pricing determination are similar in a way that both use condition technique Answer: a,b,d 4) The action profile is assigned to which of the following? (a) Item category (b) set types (c) Transaction type Answer: a,c 5) Which of the following statements are correct in regards to action management in SAP CRM? (a) The start condition is checked before the action is executed (b) The action will be executed only if the start condition is met (c) The schedule condition decides whether an action should be visible for processing

Answer: a,b,c 6) Actions are available to transactions for which an_____ has been assigned. (a) Action monitor (b) Action role (c) Action profile Answer: c 7) Which of the following are the processing time options available in an action definition? (a) Immediately (b) When saving (c) Selection report (d) Schedule report Answer: a,b,c 8) Which of the following are standard methods provided by SAP that can be used in the standard transactions when defining a processing type in an action definition? (a) COPY_DOCUMENT (Create a follow up document) (b) COMPLETE_DOCUMENT (Set status completed within document) (c) CREDIT_MEMO (Create credit memo item) (d) REPAIR_ITEM (Create a repair item) (e) 10_EVENT_CREATE (Create a workflow event Answer: a,b,c,d,e 9) Which of the following are processing types available when defining actions in SAP CRM 7? (a) Methods (b) Smart forms (c) Workflow (d) Script forms Answer: a,b,c 10) Which of the following statements are correct? (a) Actions, once defined, can be reused in multiple action profiles (b) The assignment of an action profile to an object type controls which transaction types can be used by the action profile (c) SAP script forms technology has been replaced by SAP smart forms Answer: b,c 11) Which of the below are smart forms available in SAP CRM for messages? (a) CRM_ORDER_CONFIRMATION, CRM_LEAD_PRINT, CRM_ORDER_SERVICE Answer: a,b,c 12) Which of the following statements are correct in regards to action monitor program in SAP CRM? (a) For actions with processing time set to "selection report", action monitor program (RSPPFPROCESS) can be used to select and initiate processing (b) The action monitor program originates from the post processing framework (c) The action monitor gives you an overview of all scheduled and processed actions and their statuses Answer: a,b,c

Pricing 1) Which of the following statements are correct? (a) The IPC is used for pricing information exclusively within CRM only (b) When implementing the IPC with ERP integration, both the customizing and the

master data can be transferred from the ERP to the SAP CRM (c) When implementing IPC without ERP integration, the data is available only in CRM and can't be transferred to ERP but the exception is trade promotion management (d) In ECC, customizing objects start with a letter and in CRM they start with a number Answer: b,c,d 2) Which of the following are defined in pricing procedure? (a) Valid condition types and their calculation sequence (b) Which subtotals are created and displayed (c) If the condition is mandatory (d) manual processing possible or not Answer: a,b,c,d 3) Which of the below are elements of the determination in a pricing procedure? (a) Sales area data (b) Document pricing procedure (c) Customer pricing procedure Answer: a,b,c 4) Which of the following statements are correct? (a) All ERP condition types can be used in CRM (b) Condition types can be transferred from CRM and ERP (c) Condition types can be transferred from ERP to CRM (d) In CRM, each condition type can be set as an automatic surcharge or automatic discount Answer: c,d 5) Which of the following statements are true? (a) The calculation type and the scale base type can be defined for each condition type (b) The condition type defines the characteristics and attributes of a condition (c) A condition table specifies the combination of fields that identify an individual condition record Answer: a,b,c 6) Which of the following statements are correct? (a) There is a one to one relationship between access sequences and condition type (b) An access sequence has one to one relationship with condition tables (c) An access sequence is a search strategy (d) They key fields of a condition table may appear anywhere in the table Answer: a,c 7) Which of the following statements are correct in regards to the name ranges for condition tables? (a) ERP SAP tables are SAP001 thru SAP 500 (b) CRM SAP tables are SAPXXXX (c) ERP customer tables are CUS504 thru CUS999 (d) CRM customer tables are CUSXXXX Answer: a,b,c,d 8) Which of the following is NOT a condition group? (a) Price (b) Discount (c) Freight (d) Returns (e) Surcharge (f) Tax Answer: d

9) In SAP CRM, the pricing mechanism uses the condition technique. What other functions in the system also use the condition technique? (a) Free goods (b) Campaign (c) Product determination Answer: a,b,c 10) Which of the following statements is NOT correct? (a) When an access sequence has multiple condition tables, processing stops after a matching condition record is found (b) When a pricing procedure has multiple condition types, processing stops after a matching condition record in an access sequence is found (c) A pricing procedure has one or more condition types (d) Each condition type has a single access sequence that references one or more condition tables that have one or more condition records Answer: b 11) From which of the following objects in SAP CRM, can you start condition maintenance? (a) Business partners (b) Campaigns (c) Contracts (d) Products (e) Business partner hierarchies Answer: a,b,c,d,e 12) Which of the following statements are correct? (a) The values in a condition record (price, markup, discount) can be maintained according to a value scale (b) You can limit a price agreement to a specific period by specifying a validity period (c) Conditions are maintained in logically related groups known as maintenance contests (d) You can use condition maintenance group to bundle condition tables and condition types Answer: a,b,c,d 13) What kinds of functions are available in pricing? (a) Item pricing levels (b) manual changes at header and item (c) Conversion of currency/quantity/units of measurement (d) Scales with different scale bases Answer: a,b,c,d 14) What are the differences in CRM pricing over ECC pricing? (a) In CRM you can not mass copy condition records (b) In CRM you can not archive condition records (c) In CRM you can not use predefined pricing type (d) In CRM you can not use change documents feature Answer: a,b,c,d

Billing 1) Which of the following statements are correct regards to SAP CRM billing? (a) FI-AR (accounts receivable) or FI-CA (contract accounts receivable an payable) must be implemented in ERP if you want to post billing documents in financial accounting. (b) You can use CRM billing to combine service order items and sales order items in the invoices (c) You can copy data from non SAP systems to the CRM billing due list using IDoc, XML

and SOAP Answer: a,b,c 2) Which of the below are steps in CRM billing? (a) Input processing (b) Primary processing (c) Billing (d) Output processing Answer: a,c,d 3) Which of the below are ways of setting a billing block? (a) A billing block status of the transaction item (b) A billing block status of document header (c) Billing item category is blocked Answer: a,c 4) Which of the following statements are correct? (a) Billing documents can be exchanged between CRM and ERP systems (b) You can control the conditions under which a transaction's items are billed using copying controls (c) CRM billing transfers items in the billing due list to billing document items (d) Billing documents items are assigned to the billing document headers Answer: b,c,d 5) Under what conditions should you perform billing in the SAP GUI? (a) You must not perform billing in SAP GUI (b) Billing can be performed only in Web UI (c) When you are using variants to perform collective billing (d) When you want to bill individual transaction items Answer: c,d 6) Which of the below are output processing options for CRM billing? (a) Extraction (BI) (b) Transfer (to ERP) (c) Output (Printer/fax/email) (d) Connect (XIF adapter) Answer: a,b,c,d 7) What is used in CRM to link sales or service organizations to company code? (a) Billing procedure (b) Billing unit (c) Billing due list Answer: b

Data exchange with ECC back end 1) Which of the following adapters are delivered with SAP CRM middleware? (a) XIF (b) R/3 (c) ASCII (d) BW (e) Groupware Answer: a,b,c,d,e 2) Which of the following statements are correct? (a) The CRM applications exchange data with the CRM middleware via the CRM adapter (b) In CRM middleware, the data exchange to the SAP backend is based on qRFC (c) In CRM middleware outbound processing, the function of the outbound adapters is to convert mBDoc to the format of the receiver Answer: a,b,c

3) In CRM middleware inbound processing, what data formats can be processed? (a) XML-SOAP (b) IDocs (c) sBDocs (d) BAPI structures Answer: a,b,c,d 4) What formats does the R/3 adapter in CRM middleware translate between? (a) qRFC on the R/3 side (b) IDoc on R/3 side (c) mBDoc on CRM side (d) HTML on CRM side Answer: a,c 5) Which of the following statements are correct? (a) In CRM, the R/3 adapter communicates with the R/3 system via remote enabled functions of the R/3 plugin (b) As of ECC 6.0, the R/3 plugin is delivered separately (c) T code for the CRM middleware administration console is SMOEAC Answer: a,c 6) Relative to CRM middleware, what are the four steps on the R/3 side to set up a connection to CRM? (a) Check assigned logical system name (b) Create/check RFC destination (c) Maintain table CRMRFCPAR (d) Maintain table CRMCONSUM Answer: a,b,c,d 7) Relative to CRM middleware, what are the four steps on the CRM side to set up a connection to R/3? (a) Check assigned logical system name (b) Create/check RFC destination (c) Create/check site definition (d) Maintain table CRMCONSUM Answer: a,b,c,d 8) Which of the following are site attributes required when creating an R/3 site in SMOEAC? (a) RFC destination (entered manually) (b) Logical system (automatically determined) (c) R/3 release (automatically determined) (d) adapter object (entered manually) Answer: a,b,c 9) Which of the below are SAP roles that specify the authorization to create or maintain objects within the CRM middleware administration console? (a) SAP_CRM_MWAC_ADMINISTRATOR (b) SAP_CRM_MWAC_CONFIGURATOR (c) SAP_CRM_MWAC_CUSTOMIZER Answer: a,c 10) Which of the following sentences are correct? (a) In CRM middleware, the data of one or more database tables to be transferred are grouped in customizing adapter object (b) mBDocs are used to transfer customizing objects (c) In CRM middleware, the customizing data is transported to the system via qRFC in generic structure BAPIMTCS (d) The function module maps the data to the structure of the CRM table and updates the CRM table Answer: a,c,d

11) Which of the following sentences are correct? (a) To identify the adapter object for a particular R/3 table, use Tcode SE16 to look in table SMOFTABLES (b) In CRM middleware, the naming convention for qRFC queues used in initial load is R3AI_ (c) LUW (Logical unit of work) is a logically indivisible sequence of database operations that should either be processed altogether or not at all Answer: a,b,c 12) For CRM middleware, what table in R/3 holds the name of the object specific extractor? (a) SMOFTABLES (b)R/3SUBTAB (c) CRMSUBTAB (d) CRMCONSUM Answer: c 13) Which of the following statements are correct? (a) The mBDoc consists of two parts, namely classical and extension (b) The CRM middleware process has access to both the classical and extension parts of the mBDoc (c) BDoc modeler (SBDM) is a tool used to display, create and enhance BDoc type Answer: a,c 14) In CRM middleware, which of the below are replication types? (a) Simple intelligent (b) Simple bulk (c) Simple console Answer: a,b 15) Which of the following statements are correct? (a) The middleware trace monitor (SMWT) is a tool to track message flows, record events from this and provide information for evaluation (b) In CRM middleware, you may implement parallel processing to improve performance during an initial load (c) Object class is used to control activation/deactivation of groups of business adapter objects Answer: a,b,c 16) Which of the following statements are correct? (a) Delta loads are inactive by default and must be activated after the initial load. (b) Delta loads can only begin after a successful initial load (c) Mass update is a CRM middleware feature which can be used when updating a field in many business objects at once Answer: c 17) Which of the below are standard formats available for use with the XIF adapter? (a) XML-SOAP (b) ALE-IDoc (c) HTML-HTTP Answer: a,b 18) Which of the below XIF format is more efficient? (a) XML (b) IDoc Answer: b

The BW/BI Adapter

1) Which of the following statements are correct? (a) The BW adapter passes the mBDoc through to the BW system (b) Extract structure is a layout of fields in a format required by BI (c) BWA1 is Tcode to review metadata and BWA5 is Tcode to activate data sources Answer: b,c 2) Which of the below is mapping and cleansing rule for data in route from a raw format (CRM BDoc) to a BI reporting target, for example a BI cube. (a) BI rule (b) BI transformation (c) MC rule 3) Which of the following statements are correct? (a) A data source is a collection of raw fields that are related from a source system and a technical means to extract these fields (b) RSA7 is the Tcode used to display the BI delta queue (c) BI adapter is available in CRM 7 Answer: a,b,c

CRM middleware operations 1) What T code starts middleware monitoring cockpit? (a) SMWP (b) SMWT (c) SMOEAC Answer: a 2) Which of the following statements are true? (a) The error information stored in a BDoc is displayed by the error segment of the BDoc (b) E01, E02, E03, E04 are BDoc error statuses (c) When an error occurs during the BDoc message flow, possible actions include workflow and mail Answer: a,b,c 3) Which of the following statements are correct? (a) Recovery framework is a CRM middleware functionality that enables an administrator to delete BDocs with an error status in a manner that makes further analysis possible (b) When a BDoc with error status deleted as "saving Ids", it is then placed into the worklist until an administrator selects a processing operation when it is then moved to the process list (c) The central unit of all error information is the error segment, which is part of all BDoc messages Answer: a,b,c 4) Which of the below is used by all services to perform error actions for errors encounters in the message flow. (a) Error monitor (b) Central error handling service (CES) (c) Error correction service (ECS) Answer: b 5) Which of the below is a tool within CRM that can be used to repair inconsistent customizing settings between CRM and R/3 backend? (a) Data Integrity Manager (b) Central error handling service (c) Administration console

Answer: a 6) Which of the following statements are correct? (a) With a request load, selected data can be downloaded from R/3 to CRM or vice versa (b) The CRM server sends messages to the groupware server (c) The mapbox on the CRM server converts messages from BDoc to standard groupware formats vCard and iCalendar (d) With the groupware adapter, in order for integration for activity management to work, an email address must be maintained either on the relationship screen of the contact person OR the address dependent communication section of the BP Answer: a,c

UI Concepts 1) Which of the following statements are correct? (a) The CRM web ui is based on the proven technology of the IC web client (b) The new web client ui is based on Business server pages (BSP) technology (c) For CRM 2007, end users can choose either the web client ui or pcui, but SAP GUI is no longer supported Answer: a,b 2) What are the three main areas of the screen structure? (a) Navigation bar (b) Top menu bar (c) Header (d) Work area Answer: a,c,d 3) Which of the following statements are correct? (a) The size and position of the L-shape can be personalized by the end user (b) The L-shape consists of the header and navigation bar (c) The saved searches in the header can be deleted directly from the header Answer: b,c 4) Which of the following things can be included in the navigation bar? (a) Application search launches (b) URL link (c) BI reports (d) Transactions in other systems Answer: a,b,c,d 5) Which of the following statements are correct? (a) A work centre is a flexible grouping of applications and information that logically belong to each other from the view point of a business role (b) The quick create area is configured for the business role and cannot be changed by the end user (c) The quick create area allows users to start creation of an object quickly (d) Alerts and work flow tasks can be triggered manually Answer: a,c,d 6) Which of the following statements are correct? (a) Appointments in the CRM calendar can be synchronized with groupware solutions (b) The email inbox in SAP CRM web ui displays groupware emails that have been replicated to CRM (c) SAP CRM 2007 also provides CRM interactive reports which do not require a separate

BI system (d) In my data section, users can provide their own master data and can change their password Answer: a,c,d 7) Which of the following statements are correct? (a) Hierarchies are used to visualize special parent-child relationships between different objects (b) In section layout, the user can select the preferred skin (c) On the settings page use the "enable configuration mode" flag to enable configuration of pages and views directly from the user interface Answer: a,b,c 8) Which of the following statements are correct? (a) In the navigation bar, first level menu items represent work centres (b) In the work centre page, collections of related links are contained in work centre link groups (c) New entries in the navigation bar need to be created in the navigation bar profile Answer: a,b,c 9) The default navigation bar profile provides which of the below subcomponents in the navigation bar? (a) Picture area (b) Menu area (c) Shortcut area Answer: a,b,c 10) Which of the following statements are correct? (a) The layout profile controls the logo and picture in the navigation bar (b) The header is a static, non scrolling area of the application that is rendered only once per session (c) The layout profile controls the assignment of components (BSP programs) to the static areas of the user interface (d) The technical profile contains some browser related settings and other related technical information Answer: a,b,c,d

Business roles 1) Which of the following statements are correct? (a) In SAP CRM, business roles are used to package the main business content needed to perform a specific function. (b) A user can be assigned to only one position in the org model (c) Business role is assigned to an org unit/position whereas the user is assigned to a position (d) The business role is assigned to an authorization profile through a PFCG role. Answer: a,c,d 2) In the web client UI, authorization profiles are assigned... (a) Only to the user (b) Only to the business role (c) To both-business role and the user Answer: c

3) Which of the following statements are correct? (a) The generic function profile PERSONALIZATION can be used to deactivate personalization options per business role (b) A function profile can be linked to a business role and accommodate the need for more technical settings and infrastructure- for example interaction centre role (c) When a user is assigned more than one role, they are merged by the system and the user can see the content of both roles (d)Multiple business roles can be assigned to a position in the org model Answer: a,b 4) Business roles can be assigned to... (a) Org unit (b) Position (c) User Answer: a,b

Navigation Bar 1) Which of the following statements are correct? (a) The quick create area is an example of a direct link group (b) The assignment of the navigation bar profile should NOT be done in a functional profile (c) The navigation bar profile is assigned to a business role Answer: a,b,c 2) Which of the following are the types of links that can be integrated into the navigation bar? (a) Uplink (b) work centre (c) Launch transaction link (d) BI report Answer: b,c,d 3) Which of the below are work centre link group? (a) Search (b) Set (c) Activate (d) create (e) Reports Answer: a,d,e 4) Which of the following sentences are correct? (a) Work centre contain one or more work centre link groups (b) Direct link groups can be used to provide quick create links (c) Direct link groups can be used to provide links that call external applications via the transaction launcher (d) Direct link groups contain logical links Answer: a,b,c,d 5) Which of the following are the types of transactions that can be launched in the transaction launcher? (a) URL (b) XML (c) BOR Answer: a,c 6) Which of the following sentences are correct? (a) Only one direct link group per navigation bar profile can be configured (b) The transaction launcher uses the ITS (Internet Transaction Server) to render backend transactions in SAP GUI for HTML (c) New launch transactions require only IMG table entries

Answer: b

Architecture 1) Which of the below handles the data transfer between CRM database tables and the BOL? (a) Generic Interface Layer (GenIL) (b) BOL database layer (c) Data transfer component Answer: a 2) Business objects like partners, product, transactions,etc are held in which of the below applications? (a) URL Object layer (UOL) (b) CRM Object layer (COL) (c) Business Object Layer (BOL)Answer: c 3) Which of the following statements are correct? (a) The business server pages (BSP) are the presentation layer of the CRM web client (b) Applications like business transactions, emails, account maintenance are displayed as view sets in the so called work area. (c) In the web UI, you can find out the technical information for a view by placing the cursor in any editable field and press F2 Answer: a,b,c 4) Which of the below offers convenient tools to maintain UI components? (a) Component workbench (b) UI workbench (c) View sets maintenance (VSM) Answer: a 5) Which of the following statements are correct? (a) A UI component is a bundle of views, view sets etc that logically belong together (b) The model of the wenclient BSPs consists of contexts and context nodes that link the fields of a view to the underlying business layer (BOL)(c) Model View Controller (MVC) is the design pattern used to decouple presentation and logic of the application Answer: a,b,c 6) Which of the below are the link between the input fields on the view and the data model in the BOL? (a) View sets (b) Context nodes (c) BOL links Answer: b 7) Which of the following statements are correct? (a) Context nodes and contexts are both implemented as ABAP classes (b) The model of the CRM web clients BSPs consists of contexts and context nodes that link the fields of a BSP view to the underlying BOL data structures (c) HTMLB is an SAP extension of HTML. In addition to these, the CRM web client also makes use of THTMLC (thin) and CHTMLB (configurable) tags Answer: a,b,c UI CONFIGURATION

1) Before starting your own configuration in the UI config tool, you need to create your own.... (a) UI configuration key (b) Role configuration key (c) Master configuration key Answer: b 2) Which of the below are load options for assignment blocks? (a) Direct (b) Open (c) Lazy (d) Hidden Answer: a,c,d 3) Which of the following statements are correct? (a) Clicking on a top level menu item in the navigation bar causes a work centre page to be displayed (b) The design layer was introduced to implement changes to multiple UI components at one time (c) Design layer can be used to make mass changes not limited to a single business role (d) The design layer logically sits between the BSP view layer and BOL Answer: a,b,c,d 4) Which of the following statements are correct? (a) The design layer can be used to assign value help from the DDIC to fields in the web client UI (b) Once created, design objects must be assigned to a context node (c) Design layer change overrule all UI configurations for the specific view (d) The online version of the fact sheet can be personalized but the PDF version can not Answer: a,c,d 5) Which of the following statements are correct? (a) Both the online and PDF versions of the fact sheet may contain information from CRM,ECC and BI (b) BI content is available only in the online fact sheet, not in the PDF fact sheet (c) Visibility of account fact sheet buttons is linked to the PFCG role Answer: b,c EASY ENHANCEMENT WORKBENCH 1) Which of the below allows you to create enhance business objects in SAP CRM and distribute them to ECC and mobile client via the CRM middleware? (a) Component workbench (b) Easy enhancement workbench (c) Enhancement tool Answer: b 2) Within the EEW project, what refers to the business object and extension type? (a) Extension (b) Enhancement object (c) Intention Answer: a 3) Which of the following statements are correct? (a) Within the EEW, a project combines several extensions and represents the top node in the hierarchy of the object list being adapted (b) The functionality of EEW is available only for specially prepared business objects, mainly from the CRM environment (c) You can use design layer customizing to implement drop down boxes or value help for your fields Answer: a,b,c 4) Which of the following statements are correct? (a) Any view that has a context node linked to the business object you've extended, will

automatically have the fields available (b) Only some EEW objects offer extension type to create a new table or customer data that allow for the storage of 1:n customer data (c) When adding customer specific fields, you can either extend data that should be specific to a transaction category or create data that should be valid for all transaction categories Answer: a,b,c COMPONENT ENHANCEMENT CONCEPT 1) Which of the following statements are correct? (a) The UI configuration tool is used to change the view (b) Component enhancement workbench is used for component enhancements and development (c) Before you can enhance a component, you must create an enhancement set and assign it to a client (d) When making component enhancements, customer objects are always prefixed with the letter 'Z" Answer: a,b,c 2) Which of the following statements are correct? (a) When making component enhancements, you can use BADIs to allow customer to implement different naming standards (b) The default implementation selects only the first implementation set for the client (c) Wizards completely support the creation of context nodes, event handlers, inbound/outbound plugs (d) Enhancing SAP component causes a copy of all objects in the component to be copied to the customer BSP application Answer: a,b

ACCOUNT MANAGEMENT 1) Which of the following statements are correct? (a) During account creation, the number assignment is determined by grouping (b)Individual, corporate, group are types of business partner accounts in CRM (c) A business partner relationship forms the business relevant connection between two business partners (d) Business partner role classifies the business partner according to their business function Answer: a,b,c,d 2) Which of the following statements are NOT correct? (a) The business partner category is NOT fixed and can be changed (b) Person, organization, group are business partner categories (c) You can create multiple business partner roles for a business partner (d) To show that two business partners have a particular relationship to one another, we assign them a relationship category (e) SAP Business Address Services (BAS) is used for maintaining BP address data Answer: a 3) In CRM, which of the below can be used for marketing purposes by assigning it to a business partner? (a) Marketing set (b) Attribute (c) Marketing variant Answer: b 4) Which of the following statements are correct?

(a) Marketing attributes are grouped together into attribute sets (b) Each classification category can consist of up to five criteria and as many as many attributes as you like (c) You can use account classification to classify your accounts according to any criteria (d) An account may be assigned several BP roles but just one life cycle stage Answer: a,b,c,d 5) Which of the below is closely related to a role and allows you to track the different stages of a BP relationship over time? (a) Account classification (b) Account life cycle (c) Account grouping Answer: b 6) Which of the below are correct? (a) An account may be assigned several BP roles but just one life cycle stage (b) Roles can be used to control which fields are displayed in the header of the BP (c) Life cycle stage can be used to control which fields are displayed in the header of the BP (d) The buying centre identifies the people involved with the business decision and the degree of their influence Answer: a,c,d 7) Which of the following are correct? (a) Customer hierarchies in ERP can be transferred to CRM, but the changes that can be made to them there, are limited (b) Group hierarchies created in CRM can be transferred to ERP (c) Once assigned, hierarchy nodes and dependent objects cannot be moved within the hierarchy (d) In CRM, BP category is derived from the role category to which the BP role is assigned Answer: a,d 8) Which of the below are account hierarchy categories in CRM? (a) Pricing (b) Reporting (c) Informational Answer: a,b 9) When mapping BP data between CRM and ERP, the classification in CRM is mapped to the account group in ERP. (a) True (b) False Answer: a

ORGANIZATIONAL MANAGEMENT 1) Which of the following are things that organizational management allow you to do? (a) Test company's buildings for its strength (b) Map the marketing, sales, service structure (c) Characterize your org units using attributes (c) Define rules to determine the responsible org unit Answer: b,c,d 2) Which of the following are correct? (a) Validity period can be used to control when organization model objects and attributes are in effect (b) The sales group contains employees having different areas of responsibilities in a sales office (c) Positions show the functional task distribution of individual items and their report structures in the organizational plan

Answer: a,b,c 3) Which of the below node types can be created in the organizational model? (a) Position (b) Organizational unit (c) Administrator Answer: a,b 4) Which of the following statements are correct? (a) Only one function may be assigned to an org unit in the organization model (b) One or more functions, which define the type of org unit, can be assigned to an org unit (c) The sales office function is responsible for the sales of products and services in a particular area (d) You must always define at least one org unit as sales organization in order to map standard processes for sales and service in the CRM system Answer: b,c,d 5)Which of the below are examples of functions that can be assigned to an organizational unit? (a) Sales organization (b) Sales office (c) Sales group (d) Service organization (e) Service team (f) Marketing organization Answer: a,b,c,d,e,f 6) Which of the following statements are true? (a) Service organization is the org unit in which services are planned and prepared (b) Org data determination can occur at the head and item level (c) The marketing organization is a characteristic of the marketing plans and campaigns that can be used to assign responsibility for marketing activities (d) The ERP sales structure can be copied to the CRM system organizational model Answer: a,c,d 7) In org data determination, which of the below types of rules exist? (a) Responsibility rule (b) Org model rule (c) Org function category rule Answer: a,b 8) Which of the following is correct? (a) To determine the org data used in a transaction, the system reads the org data profile assigned to the transaction type (b) Determination rules of type responsibility require attributes to be maintained in the org model (c) Determination rules and org data profiles are defined in master data (d) Once copied to CRM, subsequent changes to the ERP sales structure will be automatically copied to the CRM org model Answer: a

PRODUCT MASTER 1) Which of the following are correct? (a) When transferring material from ERP, not all data and views are transferred to CRM (b) The number of product types in CRM is fixed (c) Relationships or dependencies between products can be modelled (d) When material master data from a connected ERP system is transferred to the CRM system, only limited changes can be made (e) Material master data can be automatically transferred from ERP to CRM vis middleware, but transfers from CRM to ERP must be carried out manually Answer: a,b,c,d,e

2) How many different product types does CRM recognize? (a) 4 (b) 5 (c) 6 Answer: c 3) Which of the following are correct? (a) The user role determines which product types can be maintained (b) Product maintenance in the CRM system takes place in SAP GUI (c) Product maintenance in the CRM system takes place in Web client UI (d) Customer specific relationship can be defined with the easy enhancement workbench Answer: a,c,d 4) Which of the below are sales functions that competitor products can be included within? (a) Sales order (b) Activity management (c) Opportunity management Answer: b,c 5) Which of the following are correct? (a) The set types delivered with the SAP CRM system are fixed and cannot be extended (b) From a technical point of view, the CRM product master is a collection of various set types that contain specific data (c) R3PRODSTYP is the default base hierarchy to which all products in CRM must belong and assignments to other hierarchies is optional (d) Before materials can be transferred from ERP to CRM, base hierarchy must be created Answer: b,c,d 6) Which of the following is NOT true? (a) Standard set types are delivered with the system and customer cannot define new set types and attributes (b) Set types contain attributes which are defined by type, length and value range (c) You can maintain conditions at the category level by defining cross product surcharges or discounts (d) Product categories are used to group products together according to various criteria Answer: a 7) Which of the below statements are correct regarding product master in CRM? (a) The categories that are assigned to a product determine which product data is visible and can be maintained (b) Templates can be used when assigning set types to categories so that predefined attributes values can be associated with products (c) Creation of set types results in the creation of database tables and other ABAP dictionary objects (d) The creation of attributes results in the creation of data elements and domains on the database Answer: a,b,c,d

SALES 1) Which of the below business processes are supported by SAP CRM sales? (a) Account and contact management (b) Activity management (c) Opportunity management (d) Quotation and order management (e) Contract management (f) Incentive and commission management Answer: a,b,c,d,e,f

2) Which of the following statements are correct? (a) In SAP CRM sales, account and contact management provides a 360 degree view of the account including an account overview and fact sheet (b) Two way synchronization of SAP CRM activities and calendars with microsoft exchange and lotus notes is possible (c) Activities can be divided into interactions and tasks (d) Interactions are linked to business partners and tasks are not (e) When an activity is created in CRM, it is saved as a messaging BDoc and sent to middleware then on to mapbox where it is converted to iCalendar format Answer: a,b,c,d,e 3) A sales process can end with... (a) Order (b) Contract (c) Rejection (d) All of the above Answer: d 4) Which of the below provides sales representatives with checklists with which they can qualify projects and determine the probability of closing sales? (a) Sales opportunity tool (b) Opportunity assessment tool (c) None of the above Answer: b 5) Which of the following statements are correct? (a) The opportunity plan can be used to provide a complete view of an opportunity (b) The buying centre can be used to enter information on people involved in customer's decision making process (c) The sales assistant can be used to guide sales employees through a structured sales process (d) For pipeline performance management, SAP BI is NOT required Answer: a,b,c,d 6) Which of the below is an interactive application to plan quotas and manage sales activity, merging analytics and actions into one application? (a) Sales assistant (b) Pipeline performance management (c) Fact sheet Answer: b 7) Which of the below statement is NOT true? (a) The validity period of a quotation can be set using a date profile at the header or item level (b) A quotation created in CRM can be transferred to ERP and converted to an order there (c) Quotations created in ERP can be transferred to CRM and converted to an order there (d) A quotation is a legally binding offer to deliver specific products in a specified timeframe at a predefined price (e) In quotation, only one item from alternative items can be transferred to an order Answer: c 8) Which of the below statement is correct? (a) Partner/product range is a combination of business partners and products that is valid for a specific time (b) Settlement of a payment card is done in CRM (c) During order management, credit check is done in CRM (d) Contracts can be maintained in CRM or ERP but not both Answer: a 9) Which of the below statement is NOT correct? (a) Pricing agreements can be defined at header or item level (b) Although, delivery is

made in ERP, delivery status of an order can be checked in CRM (c) Sales orders can be transferred from CRM to ERP only when complete and without error (d) Transactions with errors cannot be saved in CRM (e) Commission can be calculated at transaction level Answer: d 10) Which of the below can be used to create and manage complex compensation plans? (a) Payment plan management (b) BI report (c) Incentive and commission management Answer: c

Interaction centre 1) Which of the following are correct for SAP CRM interaction centre? (a) The scratch pad allows agents to write down notes that can be added to the business documents at any time (b) Configuration of the IC work centre for the entire call centre, groups of agents or individual positions is accomplished using profiles (c) The knowledge search helps agents find a solution and forward it to customers by phone, email or chat (d) Top n products and cross selling can be used to suggest products in telesales Answer: a,b,c,d 2) Which of the below are used to guide agents through interaction with business partners, supporting the qualification of leads? (a) Information source (b) Scripts (c) Surveys (d) Knowledge master Answer:b,c 3) Which of the below is a tool that provides services for automatically processing and organizing incoming emails? (a) ERMS-Email response management system (b) ERMS- Email recovery management system (c) MRS- Message response system Answer: a 4) Which of the below sentences are correct? (a) IDI-intent driven interaction supports rule based agent guidance and ensures that customer interactions are handled according to corporate standards (b) Before a call list can be used, it has to be activated and assigned to groups of agents in call list management (c) The IC manager dashboard provides interaction centre statistics in real time Answer: a,b,c

CRM SERVICE 1) Which of the below business are supported in SAP CRM service? (a) Installed bases and objects (b) Service contracts and service plans (c) Service order management (d) Complaints, returns and in-house repair (e) All of the above Answer: e 2) Which of the below sentences is NOT correct? (a) An installation is comprised only of product components and individual objects (b) Installation management is used to model objects installed for your customers

(devices,machines,software etc) so that you can offer services for them (c) An object is a unique instance of a product that exists only once (d) Service contracts are long term agreements between companies and customers that guarantees specific services Answer: a 3) Which of the below is an enhancement to the service contract that identifies services that are to be carried out regularly and their intervals or planned dates? (a) Service infrastructure (b) Service plan (c) Service master Answer: b 4) Service order items can provide demands (input) to the.... (a) Service plan (b) Service master (c)Resource planning application Answer: c 5) Which of the below can NOT be added to a service order? (a) Service (b) Sales (c) Service part (d)Setbacks (e) expense (f) Tool Answer: d 6) Which of the below are correct? (a) The service confirmation transaction can be used as a follow up transaction to the service order to capture working time, service parts, expenses (b) SAP CRM service orders are replicated to ERP through the R/3 adapter (c) Standard CRM service processes are integrated with CRM billing functions Answer: a,c 7) Which of the below are integration points for CRM service orders and follow up documents? (a) Logistics (b) Controlling (c) Time sheets (d) Accounting (e) Billing Answer: a,b,c,d,e

CRM FIELD APPLICATIONS 1) Which of the below are SAP CRM field applications? (a) Mobiles sales (b) Mobile service (c) Mobiles sales for handhelds Answer: a,b,c 2) Which of the following sentences are correct? (a) For up-to-date but not real time information, field applications use User managed intelligent synchronization (b) Activity management with mobile sales allows effective allocation of resources (c) Service order management with mobile services includes installed base handling (d) Administration console is only used for administration of sites and mobile users Answer: a,b,c 3) Which of the below are NOT correct? (a) Service employee can confirm time and material used and update appointments using laptop to inform resource planner about his availability (b) One site per mobile client has to be created within administration console (c) Mobile sales for handheld enables to carry out work in the offline and online mode (d) In mobile sales for

handhelds, the SAP mobile engine is based on microsoft.net technology (e) Field applications can be used in an offline environment Answer: c,d

SAP CRM ANALYTICS 1) Which of the below reports were introduced in SAP CRM 2007 and are available directly from the CRM system and do not require a separate BI system? (a) Direct reports (b) Interactive reports (c) One source reports Answer: b 2) Which of the below are analysis scenarios in SAP CRM? (a) Consumer (b) Product (c) Marketing (d) Sales (e) Service (f) Interaction channel Answer: a,b,c,d,e,f 3) Which of the below provides predefined packages and content containing the necessary information for controlling customer focused processes? (a) Analysis scenarios (b) Business case scenarios (c) Analytic supremeAnswer: a 4) Which of the below are available analytical methods in SAP CRM analytics? (a) Measure (b) Forecast (c) Plan (d) Optimize Answer: a,b,c,d

TRANSACTION PROCESSING 1) Which of the below are correct? (a) Transactions are fixed units of execution delivered with the SAP CRM system (b) You can enter items from different business contexts in one transaction (c) Sales transactions category has an additional schedule line level (d) You can configure the permitted channels for transaction types Answer; b,c,d 2) Which of the below are business processes supported by CRM? (a) Lead (b) Opportunity (c) Quotation (d) Contract (e) Order (f) Complaint (g) Service request (h) Activity (i) All of the above Answer: i 3) Which of the below objects control the general structure of a transaction such as general data and item specific data? (a) Transaction type at header level (b) Item category at item level (c) Document category Answer: a,b 4) Which of the below is correct? (a) You can use blocking reasons to block a business partner from entry in a certain business transaction (b) Any combination of business transaction categories is permitted (c) A business transaction is assigned to one and only one business transaction category (d) User defined item categories and their corresponding determination procedures are

downloaded from ERP to CRM Answer: a 5) Which of the below are considered in item category determination? (a) Transaction type (b) Item category group (c) Item category usage (d) Main item category Answer: a,b,c,d 6) Which of the below are correct? (a) An activity is a business transaction that does not usually have items (b) A transaction can only be copied to the same type of transaction (c) When you copy transactions, the document flow is updated and the copy is linked to the original (d) Item category determination cannot occur during copy control (e) Copy control is required to process follow up transactions (f) Copy control is mandatory for transaction types Answer: a,b,e,f 7) In addition to transactions, text can be created for which of the below objects in the CRM system? (a) Business partners (b) Products (c) Product catalogues (d) Billing documents Answer: a,b,c,d 8) Which of the below is NOT correct? (a)Object relationship profile must be created to enable subsequent referencing (b) The text of the text field in the details of a business transaction is transferred with the login language to the first position of the notes assignment block (c) Text determination procedure can be applied to the transaction type and item category (d) The list of available status entries is fixed and cannot be extended by the user Answer: d 9) Which of the below are correct? (a) The report CRM_ORDER_INCOMP_CHECK can be used to select incomplete transactions (b) A date profile is a combination of date types and date rules (c) Incompleteness procedures are assigned directly to transaction types Answer: a,b

ACTIVITY MANAGEMENT 1) Which of the below are types of activities in the application? (a) Appointments (b) Interaction logs (c) E mails (d) Tasks Answer: a,b,c,d 2) From a technical standpoint, what are the two leading business transaction categories for activities? (a) Task (b) Business activity (c) Interaction Answer: a,b 3) Which of the below are correct? (a) The category that is assigned to the activity (transaction type) determines where this activity can be created in the application (b) If you mark a task as private, it cannot be

viewed by others (c) A business activity must have a partner, a start date and a finish date (d) Activities can always be created as follow up transactions Answer: a,b,c,d 4) What are the three item categories necessary to allow activity journals on business activities? (a) ACT (b) ACT0 (c) ACT1 Answer: a,b,c 5) Which of the below are correct? (a) Activity journals can include Products (b) A follow up transaction has a connection to the reference document while the copied transaction does not (c) Only one questionnaire can be assigned to a transaction Answer: a,b 6) In addition to activities, which of the below transaction types can use questionnaire? (a) Lead (b) opportunity (c) Order (d)In-house repair Answer: a,b,d 7) Which of the below are correct? (a) Questionnaires are created with the survey tool (b) Calendar integration between CRM and the client's groupware requires a CRM replication tool to be installed in each PC locally (c) Calendar indicator must be set for each transaction type and each partner function for a calendar entry in SAP CRM system Answer: a,b,c

SAP CRM IMPLEMENTATION AND OPERATION 1) Which of the below is a platform for the implementation and operation of SAP business suite? (a) Implementation scenario (b) Solution landscape (c) Solution manager Answer: c 2) What occurs between solution manager and PRD that doesn't occur with the rest of the landscape? (a) Solution equation (b) Solution monitoring (c) Solution querry Answer: b 3) Which of the below are phases of implementation that solution manager support? (a) Project preparation (b) Business blueprint (c) Realization (d) Final preparation Answer: a,b,c,d 4) Which of the below is part of the solution manager that contain the standard SAP implementation methodology? (a) Road map (b) Blueprint (c) Implementation navigator Answer: a

Mscellaneous 1) With server based group ware integration, message transfer is performed using a reliable and open messaging interface based on............? Answer: XML-SOAP 2)With server based group ware integration, BDoc messages are transformed into standard group ware formats by a generic group ware adapter known as the......? Answer: Mapbox 3) The SAP group ware adapter on the CRM server supports the transformation of messages. It is based on SyncPoint technology. True or False? Answer: True 4) With server based group ware integration tasks, business activities and contact partners flow in both directions between CRM and the group ware system. True or False? Answer: False- Tasks and business activities are bi directional but partners flow only from CRM to group ware. 5)What tool in the SAP GUI enables activity analysis? Answer: Activity Monitor 6) During account creation, the number assignment is determined by...? Answer: Grouping 7) What are the three type of business partner accounts in SAP CRM? Answer: Individual, corporation, group 8) _____ forms the business relevant connection between two business partners. Answer: Business partner relationship 9) The _____classifies the business partner according to their business function. Answer: Business partner role 10) The business partner category is not fixed and can be changed. Answer: False 11) List three business partner categories. Answer: Person, organization, group 12) You can create multiple business partner roles for a business partner. Answer: True 13) To show that two business partners have a particular relationship to one another, we assign them a ______. Answer: Relationship category 14) Marketing attributes are grouped together into ____. Answer: Attribute sets

15) In SAP CRM, an ___ can be used for marketing purposes by assigning it to a business partner. Answer: Attribute 16) Customer hierarchies in ERP can be transferred to CRM, but the changes that can be made to them there are limited. Answer: True 17) Group hierarchies created in CRM can be transferred to ERP. Answer: False 18) The ___ contains employees having different areas of responsibilities in a sales office. Answer: Sales group 19) What two node types can be created in the organizational model? Answer: Organizational unit, Position 20)Only one function may be assigned to an org unit in the organizational model. Answer: False 21) In organizational data determination, what two types of rules exist? Answer: Responsibility, Organizational model 22) Organizational data determination can occur at the header and item level. Answer: False- only at the header level 23) To determine the organizational data used in a transaction, the system reads the ___ assigned to the transaction type. Answer: Org data profile 24) Determination rules and org data profiles are defined in master data. Answer: False- these are defined in customizing 25) Once copied to CRM, subsequent changes to the ERP sales structure will be automatically copied to the CRM org model. Answer: False- the copy is a one time operation 26) The ERP sales structure can be copied to the CRM system organizational model. Answer: True 27) When transferring material from ERP, not all data and views are transferred to CRM. Answer: True 28) The number of product types in CRM is fixed. Answer: True 29) How many different product types does CRM recognize? Answer: Six 30) When material master data from a connected ERP system is transferred to the CRM

system, only limited changes can be made. Answer: True- but exceptions to this rule can be made in customizing

31) The ___ determines which product types can be maintained. Answer: User role 32) Product maintenance in the CRM system takes place in the SAP GUI. Answer: False- it's done in web client UI 33) The set types delivered with the SAP CRM system are fixed and can not be extended. Answer: False- customers can define their own set types 34) From a technical point of view, the CRM product master is a collection of various___ that contain specific data. Answer: Set types 35) ___ is the default base hierarchy to which all products in CRM must belong. Assignments to other hierarchies is optional. Answer: R3PRODSTYP 36) Before materials can be transferred from the ERP system to CRM, ___ must be created. Answer: Base hierarchies- this is performed with a customizing download 37) Set types contain___, which are defined by type, length and (optionally)value range. Answer: Attributes 38) Material master data can be automatically transferred from ERP to CRM via middleware, but transfers from CRM to ERP must be carried out manually. Answer: True 39) Transactions with errors can not be saved in CRM. Answer: False 40) What is the T code for creating transaction types like opportunity, quotation, order etc? Answer: CRMD_ORDER 41) In SAP CRM, you can issue invoices for various business transactions like sales orders (with or without reference to delivery), service contracts, service orders, service confirmations, confirmation processing. Answer: True 42) You can combine sales order and service order items in the invoice. Answer: True 43) In organizations where you have both SD and CRM available for billing, it is normal to user CRM billing to invoice contracts, service orders, confirmations and complaints. Answer: True

44) The ERP component SAP-FI-AR or FI-CA must be implemented if you wish to post billing documents in financial accounting. Answer: True 45) Check the right sentence. (a) During input processing, CRM billing takes over billing relevant items from different business transactions and saves them as billing due list items. (b) As of CRM release 5.0, you can use an external interface to copy data from non SAP systems to the CRM billing due list. (c) When you make customizing settings for billing, make these for the CRM billing application. (d) All of the above Answer: d 45) You have created a billing document in SAP CRM. You can now exchange/transfer this document to SD system. Answer: False- Billing documents are not exchanged. Also, as long as invoices have not been transferred to accounting, you can make changes. 46) SAP CRM invoices generate sales data for rebate. Answer: True 47) While billing some high value or important items, it is possible to introduce billing block so that unless someone manually checks that billing transaction manually and removes the block, billing does not happen automatically. Answer: True 48) Provide 2 ways of setting a billing block. Answer: You can give business transaction item billing block status or you can apply the billing block at the billing item category 49) The billing unit is a CRM business partner that has the role billing unit. Answer: true 50) While processing queues in middleware, the inbound scheduler (SMQR) is configured based on queue names whereas the outbound scheduler (SMQS) is based on destinations (RFC). Answer: True 51) What are the four ways a sales order can be entered/created in SAP CRM? Answer: Web channel, Interaction centre, Mobile client, Web UI. 52) To confirm whether the requested items can be delivered on time, you need to carry out available to promise (ATP) check. Which application/component in SAP does this function? Answer: APO (Advanced planner and optimizer) 53) The business role is assigned to an organizational model and the user/business partner (employee) is assigned to a position. Answer: True

54) It is not possible to assign a user to more than one position in the org model. Answer: False. It is possible.

55) Choose all statements that are correct. (a)Business roles can only be assigned to org units and position. (b) Business roles can not be assigned to user level. (c)User/business partner can be assigned to multiple positions. (d) All of the above Answer: d 56) In the interaction centre, the ____ allows agents to write down notes that can be added to the business documents at any time. Answer: Scratch pad 57)Configuration of the IC work centre for the entire call centre groups of agents or individual positions is accomplished using_____. Answer: Profiles 58) In interaction centre, the ___ helps agents find a solution and forward it to customers by phone, email or chat. Answer: Knowledge search 59) In the interaction centre, ____ and ___ can be used to suggest products in telesales. Answer: Top-n products and cross selling 60) In the interaction centre ___ and ___ are used to guide agents through interaction with business partners, supporting the qualification of leads. Answer: scripts and surveys 61) In the interaction centre, the ___ is a tool that provides services for automatically processing and organizing incoming emails. Answer: ERMS (Email response management system) 62) In the interaction centre, ___ supports rule based agent guidance and ensures that customer interactions are handled according to corporate standards. Answer: IDI (Intent driven interaction) 63) In the interaction centre, before a call list can be used, it has to be ___ and ___ to groups of agents in call list management. Answer: Activated and assigned 64) The IC manager ___ provides interaction centre statistics in real time. Answer: Dashboard 65) Partner channel management blends the core strengths of following area/s to deliver a full channel solution. (a) Web channel (b) Traditional CRM (c) Partner relationship management Answer: a,b and c 66) By using channel partners, the transaction costs for brand owners are lower. Answer: True

67) Name the six main business areas of SAP's CRM partner channel management. Answer: Channel sales, Channel marketing, Channel service, Partner management, Partner order management, Partner and channel analytics 68) The ___ is used by brand owner's employees while the ___ is used by the channel partners. Answer: Channel manager role, partner portal/partner manager role 69) Which of the following are example/s of how channel commerce enables collaborative selling. (a)Collaborative showroom (b)distributed content and catalogue management (c)Distributed order management (d)Hosted order management (e)Hosted partner site Answer: a,b,c,d and e 70)___ incorporates partners in your e commerce strategy and enables collaborative selling across organizational boundaries. Answer: Channel commerce 71) The ___ process is a highly integrated end to end co-marketing process with channel partners. Answer: Channel marketing funds 72) Mobile clients enable sales reps and service technicians who work in the field to use marketing, sales and service functions of SAP CRM in the following environment: (Choose correct answer/s) (a) Just in an online environment (b) Just in an offline environment (c) In online and off line environment Answer: b 73) The ___ serves as a translator between the CRM server and the mobile client. Answer: Communication station 74) Check mark SAP CRM field application from the below list. (a)Mobile sales (b)Mobile service (c)Mobile sales for handhelds Answer: a,b and c 75) For up to date but not real time information, field applications use user-managed intelligent synchronization. Answer: True 76) Activity management with mobile sales allows effective allocation of resources. Answer: True 77) Service order management with mobile services includes installed base handling. Answer: True 78) Service employee can confirm time and material used and update appointments using laptop to inform resource planner about his availability. Answer: True

79) One site per mobile client has to be created within administration console. Answer: True 80) Administration console is only used for administration of sites and mobile users. Answer: False- It is also used for administration and customizing of data administration. 81) Mobile sales for handheld enables to carry out work in the off line and online mode. Answer: False- only in off line mode. 82) In mobile sales for handhelds, the sap mobile engine is based on microsoft.net technology. Answer: False- SAP mobile engine is based on Java technology 83) Field applications can be used in an offline environment. Answer: True 84) Select all that apply. SAP CRM Business map..... (a) It is comprehensive collection of industry specific and cross industry solution, infrastructure and service blueprints. (b) It outlines specific ways that technology can help integrate companies existing resources and extend business processes beyond the borders of traditional expertise. (c) It can be accessed on service market place via the alias "businessmaps" (d) It helps to focus on the core processes and functions that can increase a company's ability to compete, strengthen relationship with partners and help a company become closely oriented to the markets and customers. Answer: a,b,c and d 85) Choose the correct sentence/s. CRM middleware is... (a) An integral part of the crm server (b) The message hub (c) requires no additional software (d) requires no additional installation (e) requires no additional server Answer: all correct 86) Name six industries for which SAP provides industry specific scenarios and customizing options. Answer: Media, Utilities, Pharmaceuticals, Public sector, Telecommunications, High tech 87) Name three departments within a company that interact most often with customers. Answer: Sales, service, marketing 88) Name 6 key processes supported by SAP CRM in marketing. Answer: Campaign management, Customer segmentation, Lead management, E marketing, Trade promotion management, Marketing planning and analytics 89) Name 6 key processes supported by SAP CRM in sales. Answer: order management, quotations and contracts, Account and contact management, Opportunity management, Pipeline analysis activity management, Commissions and incentives, sales planning and analytics 90) Name 8 key processes supported by SAP CRM in service. Answer: Service request, Service order and contract administration, Complaint

management, Case management, Installed base management, Knowledge management, Workflow and escalation management, Workforce management, Service planning and analytics 91) Name 5 interaction channel supported by SAP CRM. Answer: Interaction centre, Partner channel management, Web channel management, off line user, Back office, Field service 92) Which SAP supplied tool is a comprehensive collection of industry specific and cross industry solutions, infrastructure and service blueprints? Answer: Solution map 93) The ___ makes preconfigured CRM content in the form of hundreds of business processes available. Answer: SAP Solution Manager 94) The availability to promise (ATP) can be found in: (a) ECC (b) CRM (c) BW (d) SCM (e) all of the above Answer: d 95) In SAP CRM, sales orders can be entered in: (a) Internet sales application (b) Interaction centre (c) Mobile device (d) CRM server (e) all of the above Answer: e 96) The SAP ERP system is directly connected to CRM. Answer: False- ERP is connected using a plug in to CRM R/3 adapter 97) In CRM middleware, the validation service is part of which adapter? Answer: CRM adapter 98) In a web environment, product catalogues are exported from SAP CRM to an ___ for faster access to product data. Answer: External index server 99) The ___ component provides configuration and pricing data for web applications. Answer: IPC- Internet pricing and configurator 100) When crm functionality is exposed to the internet, the internet application components are made available through a wen server based on ___ technology. Answer: J2EE (Java 2 enterprise edition) 101) The IC web client multi channel options are consolidated using the ___ in the interaction centre. Answer: ICI (Integrated communications interface) 102) Name four communication channels supported by the interaction centre. Answer: Fax, email, phone, VOIP 103) The CRM ___ provides the necessary functionality for the data replication to mobile clients. Answer: middleware

104) In mobile sales, the user must be connected to the CRM backend to access pricing and configuration. Answer: False- mobile sales/service includes a local pricing and configuration engine 105) In SAP CRM mobile sales/service, the user can access data only for their own area of responsibility (for example, all customers in one postal area). Answer: True 106) Mobile clients running the mobile sales/service application may contain the SCE and SPE. What do these acronyms stand for? Answer:Sales Configuration Engine, Sales Pricing Engine 107) The mobile clients connect to the CRM server using RFC. Answer: False- mobile clients connect to communication station using .net. The communication station connects to CRM via qRFC. 108) Name four interface options that have been made available for SAP CRM. Answer: SapGUI, PCUI, IC web client, CRM web client 109) In the CRM 2007 webclient, the navigation area and header are also known as the ___. Answer: L shape 110) What are the main areas of the webclient user interface of SAP CRM 2007? Answer: Header, Navigation area, Work area 111) In the webui, the position and the size of the L shape is static. Answer: True 112) In the webclient user interface, the ___ provides all important information regarding a single object in a scrollable format. Answer: Overview page 113) On the overview page, information related to the single object being displayed is contained in ___. Answer: Assignment blocks 114) Name five preconfigured roles in SAP CRM Answer: sales, marketing, service, interaction centre, partner channel management 115) Business partner relationships... (a) Used for describing relationships between business partners. (b) Attributes describe relationships (c) Some relationships are time dependent (d) to show that two business partners have a particular relationship to one another, we assign them a relationship category. Answer: a,b,c and d 116) The buying centre... (a)Identifies the people involved with the business decision and the degree of their influence (b) depicts the relationship set of the people involved in

the sales process (c) used to enter the descriptive attributes of each person such as their opinion on their solution or their personal value selling. (d) You can create several buying centres for a business partner. Answer: a,b,c and d 117) SAP ___ is used for maintaining BP address data. Answer: Business Address System (BAS) 118) Each ___ can consist up to five criteria and as many ___ as you like. Answer: Classification category, attributes 119) You can use ___ to classify your accounts according to any criteria. Answer: Account classification 120) An account may be assigned several business partner roles, but just one life cycle stage. Answer: True 121) The ___ which is closely related to a role, allows you to track the different stages of a business partner relationships over time. Answer: Account life cycle 122) Roles can be used to control which fields are displayed in the header of the business partner. Answer: False- the life cycle stage can be used for this.Roles can control the visibility of assignment blocks. 123) The ___ identifies the people involved with the business decision and the degree of their influence. Answer: Buying centre 124) Mini templates may not contain sales area dependent data. Answer: False- mini templates MAY or MAY NOT contain sales area dependent data. 125) Once assigned, hierarchy nodes and dependent objects cannot be moved within the hierarchy. Answer: False- they can be moved within the hierarchy and moved/copied to another hierarchy 126) Two account hierarchy categories are ___ and ___. Answer: pricing, reporting 127) In SAP CRM, the business partner category is derived from the ___ to which the business partner role is assigned. Answer: role category 128) When mapping business partner data between CRM and ERP,the ___ in CRM is mapped to the ___ in ERP. Answer: classification (example: customer, prospect, competitor etc), account group 129) The ___ is a development environment with wizards which help you to add user

defined fields and tables to some of the standard SAP business objects. Answer: Easy Enhancement Workbench 130) Organizational management allows you to ...(a) Map your marketing, sales and service structure (b) Characterize your organizational units by organizational and general attributes (c) Define rules to determine the responsible organizational unit Answer: a,b and c 131) Partner processing in CRM business transactions is an optional function. Answer: False 132) Which of the following are standard features within partner processing? (a) Relevant business partners can be derived from object information (b) Partner processing can be used within account management for example, to determine and assign an employee responsible to a corporate account. (c) Partner processing can be used to determine positions (from the org model) (d) Partner processing can be used to determine organizational units (e) Partner processing allows to define whether partner information can be changed within business transactions (f) Partners can be inherited from transaction header to transaction item. Answer: a,d, e, f 133)The SAP CRM system includes SAP predefined partner function categories that can not be changed or created again. For example: customer partner function has sold to party as partner function category.

134) Partner functions (area manager, service technician etc) are freely definable. Partner function categories (employee) are predefined. Answer: True 135) If a transaction is saved, and then subsequently altered, no new partner processing (determination) takes place. Answer: True because partner determination occurs only before the initial save. 136) Select all that apply. The CRM middleware functionality consists of: (a) Data queuing and transport (b) Replication and realignment (c) Data exchange and mapping Answer: a,b and c 137) The CRM server contains: (a) CRM server applications (b)Main parts of CRM middleware (c) CRM database Answer: a,b and c 138) The CRM server is built on top of the SAP Netweaver application server that provides (a) scalability (b) Platform independence (c) Full ABAP development environment (d) Software logistics Answer: a,b,c and d 139) When you set up pricing customizing in the ERP system and maintain the conditions there, which of the following sentences are true.

(a) You can not transfer the pricing data from ECC ro CRM (b) Both customizing and master data can be transferred from the ERP to CRM (c) You can not change the transferred customizing in CRM (d) The transferred conditions cannot be changed in CRM (e) You can declare some exceptions in the transferred data from ECC, which can be changed in CRM Answer: b,c,d,e 140) Pricing procedures have a source (CRM or R/3). Answer: True 141) In SAP CRM, pricing mechanism uses the condition technique. which of the following functions are also executed with the condition technique? (a) Free goods (b) Campaign determination (c) Partner determination (d) Product determination Answer: a,b and d 142) You can start condition maintenance from which of the following objects in CRM? (a) Business partners (b) Business partner hierarchies (c) Products (d) contracts (price agreements) (e) Campaigns (discounts) Answer: a,b,c,d,e 143) The IPC is used for pricing information exclusively within CRM. Answer: False- IPC also integrates with SAP internet sales in ERP and SAP SRM sourcing. 144) When implementing the IPC with ERP integration, both the customizing and the master data can be transferred from the ERP to CRM via middleware. Can either be changed in CRM? Answer: No, neither can be changed in CRM but exceptions to the conditions can be declared. 145) When implementing the IPC without ERP integration, the data is available only in CRM and cannot be transferred to ERP. What is the exception to this? Answer: Trade promotion management 146) In ECC, customizing objects start with a ___ and in CRM they start with a ___. Answer: Letter, number 147) From the below given scenarios, which is/are the possible implementation scenario/s for the IPC? (a) The data is maintained in the CRM system, no ERP integration. (b) The data is maintained in the ERP system and supplied to the CRM system. Answer: a and b 148) What are the sources for pricing procedures? Answer: CRM or ECC 149) Which of the following are defined in the pricing procedure? (a) Valid condition types and their calculation sequence (b) Which subtotals are created and displayed (c) If the condition is mandatory (d) manual processing (e) condition type requirements Answer: all of the above

150) Where is the customer pricing procedure assigned? Answer: In sales area data on the account sold to party in the billing section 151) Which of the five elements in the determination of pricing procedure is customizing? Answer: Document pricing procedure 152) Which of the below given elements are used to determine a pricing procedure? (a) Sales org (b) distribution channel (c) division (optional) (d) customer pricing procedure e) product pricing procedure Answer: all of the above 153) All ERP condition types can be used in CRM. Answer: False 154) Condition types can be transferred between CRM and ERP. Answer: False- It can only be transferred from ECC to CRM (customizing object CRMPRC_CNDTYP) 155) Each condition type can be set as an automatic surcharge or automatic discount. Answer: True 156) Which of the following can be defined for each condition type. (a) calculation type (b) scale base type (c) price master (d) pricing tool Answer: a and b 157) The ___ defines the characteristics and attributes of a condition. Answer: Condition type 158) A condition table specifies the combination of fields (keys) that identify an individual condition record. Answer: True 159) There is a one to one relationship between access sequences and condition type. Answer: True 160) An access sequence has a one to one relationship with condition tables. Answer: False- access sequence can access multiple condition tables 161) An access sequence is a ___. Answer: Search strategy 162) What are the name ranges for condition tables? Answer: In ERP-SAP tables are SAP001 to SAP500, ERP-customer tables are CUS501 to CUS999 and in CRM-SAP tables are SAPxxxx, CRM-customer tables are CUSxxxx 163) The key fields of a condition table may appear anywhere in the table. Answer: False- it must appear at the start of the table and non key fields must not appear between key fields

164) Name five kinds of condition groups. Answer: Price, discount, freight, tax, surcharges 165) When an access sequence has multiple condition tables, processing stops after a matching condition record is found. Answer: True 166) When a pricing procedure has multiple condition types, processing stops after a matching condition record in access sequence is found. Answer: False- the system processes all condition types one after the other 167) State relationships of the following: access sequence, pricing procedure, condition records, condition type, condition table Answer: A pricing procedure has one or more condition types each having a single access sequence that references one or more condition tables that have one or more condition records. 168) The values in a condition record (price, markup, discount) can be maintained according to a ___. Answer: Value scale. You can specify an unlimited number of value scales 169) How can you limit a price agreement to a specific period? Answer: Specify a validity period 170) Conditions are maintained in logically related groups known as ___. Answer: maintenance contexts 171) What do you use to bundle condition tables and types? Answer: Condition maintenance group 172) ___ is a log that gives you an overview of the transactions in automatic pricing. You must set parameter ___. Answer: Pricing analysis, user parameter PRC_TRACE=X must be set. 173) What kind of functions are available in pricing? Answer: Item pricing levels/formulas, manual changes at header and item, different calculation type, two dimension scales/scales with different scale bases, validity periods, conversion of currency/quality/units of measurement, free goods discount 174) What are some differences between pricing in SAP CRM and ECC? Answer: In CRM-No mass copying of condition records, no change documents, no archiving of condition records, no predefined pricing type 175) What are the condition types that will start the call of the TTE (Transaction tax engine)? Answer: 0TTE (tax calculation and net price) and 1TTE (tax calculation and gross price) 176) Transactions are fixed units of execution delivered with the SAP CRM system. Answer: False- they are a flexible means to control and manage processes according to your company's requirements.

177) Out of the following, which are the business processes supported by CRM? (a) Lead (b) Opportunity (c) Quotation (d) Order (e) Contract (f) complaint (g) service request (h) activity Answer: all of them 178) You can enter items from different business contexts in one transaction. Answer: True 179) A business transaction provides business ___ and ___ that can be used in the various processes of a company such as sales, service or marketing. Answer: structures and functions 180) What two objects control the general structure of a transaction such as general data and item specific data. Answer: Transaction type at the header level and item category at the item level 181) Which transaction category has an additional schedule line level? Answer: sales transactions 182) You can configure the permitted channels for transaction types. Answer: True 183) What would you use to block a business partner from entry in a certain business transaction? Answer: Blocking reasons 184) Any combination of business transaction categories is permitted. Answer: False- only specific combinations permitted. 185) A business transaction is assigned to one and only one business transaction category. Answer: False-it can be assigned to multiple business transaction categories 186) User defined item categories and their corresponding determination procedures are downloaded from ERO to CRM. Answer: False- these cannot be downloaded and must be set up manually 187) What type of transaction usually does not have items? Answer: Activity 188) What four things are considered in item category determination? Answer: Transaction type, Item category group, Item category usage, main item category 189) The processing of follow up transactions requires several settings in copy control customizing. Which of the following are needed? (a) Copy control for transaction type (b) Copy control for item category (c) determination of item category during copy (optional) (d) settings to be made for target transaction (example: item category determination) Answer: all of them

190) When you copy transactions, the document flow is updated and the copy is linked to the original. Answer: False 191) Item category determination cannot occur during copy control. Answer: False 192) Copy control is required to process follow up transactions. Answer: True 193) Copy control is mandatory for transaction types. Answer: True 194) What kind of profile must be created to enable subsequent referencing? Answer: Object relationship profile 195) Which of the following statements are true? (a) You can subsequently link follow up transactions from header to header (b) It is not possible to subsequently link from item to item (c) When you subsequently link follow up transactions, the document flow is updated automatically (d) When you create an activity and then see it should have been created as a follow up transaction to am existing case, you can subsequently link this activity using subsequent referencing process. Answer: all are true 196) In addition to transactions, name four other objects in the CRM system that texts can be created for. Answer: Business partner, Product, Product catalogue, billing document (header and item) 197) The text of the text field in the details of a business transaction is transferred with the logon language to the first position of the notes assignment block. Answer: True 198) Text determination procedure can be assigned to transaction type and item category. Answer: True 199) A date profile is a combination of date types and date rules. Answer: True 200) Which of the following statements are true regarding status profile? (a) It defines the activation sequence of user statuses (b) It defines an initial/start status (c) You can set a transaction status that is connected with the user status (d) status profiles are not available for corporate accounts (e) You must assign at least one object type such as order header to the status profile. Answer: a,b,c,e 201) List of available status entries is fixed and cannot be extended by the user. Answer: False

202) You can restrict incompleteness check to individual transaction type and to individual business partner. Answer: true 203) The report crm_order_incomp_check can be used to select incomplete transactions. Answer: true 204) Incompleteness procedures are assigned directly to transaction types. Answer: False- Business transactions are assigned to incompleteness groups and these groups are then assigned to incompleteness procedures.

205) What are four types of activity in the application? Answer: Appointment, interaction log, e mail, task 206) From a technical standpoint, what are the two leading business transaction categories for activities? Answer: Business activity and Task 207) The ___ that is assigned to the activity(transaction type) determines where this activity can be created in the application. Answer: Category (the category 202-incoming call is assigned to transaction type 0003outgoing phone call) 208) If you mark a task as ___, it cannot be viewed by others. Answer: Private

209) A business activity must have a partner, a start date and a finish date. Answer: True 210) What is the difference between copying a business transaction and creating a follow up transaction? Answer: A follow up transaction has a connection to the reference document while the copied transaction does not. 211) Activities can always be created as follow up transactions. Answer: True 212) Only one questionnaire can be assigned to a transaction. Answer: False 213) In addition to activities what other transactions types can use questionnaire? Answer: Lead, opportunity, in-house repair 214) How are questionnaires created? Answer: With the survey tool (Tcode: CRM_SURVEY_SUITE) 215) What are the three item categories necessary to allow activity journals on business activities? Answer: ACT, ACT0, ACT1

216) What could be used to allow product entries to be made in activities? Answer: Activity journal 217) Calendar integration between CRM and the client's groupware requires a CRM replication tool to be installed on each PC locally. Answer: True 218) In what two places must the calendar indicator be set as a prerequisite for a calendar entry in the SAP CRM system? Answer: for each transaction type (main switch) and each partner function (partner determination procedure) 219) Cost overview of a campaign can be done in CRM. Answer: False- costing is done in ERP 220) Only campaign elements can be assigned to campaigns. Answer: True 221) In describing marketing elements, the ___ is used for strategic planning while ___ are operative elements used for execution. Answer: marketing plan, campaigns 222) Data sources that can be used for segmentation are (a) BW query (b) Infoset (c) marketing attribute set (d) all of the above Answer: d 223) Target groups can be assigned to only one set or profile. Answer: True 224) Target groups can be assigned to a profile or a profile set. Answer: True 225) Profiles do not have to have target groups assigned. Answer: True 226) A profile can be assigned to different profile sets. Answer:False 227) A profile has to be assigned to a profile set. Answer: True 228) You can move a profile from one set to another. Answer: False- you can copy existing profile to another set 229) A profile can exist without any target group assigned to it. Answer: True 230) A call list includes business partner information. Answer: True

231) What two ways in which you can personalize a mail form? Answer: variables, conditional text blocks 232) ___ enables you to define marketing procedures that can meet the real time individual requirements of each customer. Answer: campaign automation 233) ___ represent marketing activities used by industries that sell into the retail channel or through brokers or wholesalers (like consumer products). Answer: Trade promotions 234) Name five functions that can integrate with trade promotion management. Answer: funds management, claims management, business intelligence, ERP, scm(apo) 235) Which out of the following business processes are supported in SAP CRM service? (a) Installed bases and objects (b) Service contracts and service plan (c) service order management (d) complaints, returns and in-house repair Answer: all of the above 236) An installation is comprised only of product components and individual objects. Answer: False- it can also contain text components 237) ___ is used to model objects installed for your customers (devices, machines, software) so that you can offer services for them. Answer: Installation management 238) An ___ is a unique instance of a product that exists inly once. Answer: Object 239) ___ are long term agreements between companies and customers that guarantees specific services. Answer: service contracts 240) A ___ is an enhancement to the service contract that identifies services that are to be carried out regularly and their intervals or planned dates. Answer: Service plan 241) Service order items can provide demands (input) to the ___. Answer: Resource planning application (RPA)

242) The ___ transaction can be used as a follow up transaction to the service order to capture working time, service parts, expenses etc. Answer: Service confirmation 243) Which of the following items can be added to a service order. (a) service (b) service part (c) sales (d) expenses (e) tool Answer: all of the above 244) SAP CRM service orders are replicated to SAP ERP through the R/3 adaptor. Answer: False- service orders created in crm are not replicated to ERP.

245) Which of the following are integration points for CRM service orders and follow up documents? (a) logistics (b) controlling (c) time sheets (CATS) (d) accounting (e) billing (optional) Answer: all of the above 246) Standard CRM service processes are integrated with CRM billing functions. Answer: True 247) Introduced in SAP CRM 2007, ___ reports are available directly from the CRM system and do not require a separate BI system. Answer: Interactive 248) Which of the following analysis scenarios are possible in SAP CRM? (a) customer analytics (b) product analytics (c) marketing analytics (d) sales analytics (e) service analytics (f) interaction channel analytics Answer: all of the above 249) ___ provide predefined packages and content containing the necessary information for controlling customer focused processes. Answer: analysis scenarios 250) Which of the following are the available analytical methods in SAP CRM analytics? (a) measure (b) forecast (c) plan (d) optimize Answer: all of the above 251) ___ is a platform for the implementation and operation of SAP business suite. Answer: Solution manager 252) What occurs between solution manager and PRD that doesn't occur with the rest of the landscape. Answer: Solution monitoring 253) What four phases of implementation does solution manager support? Answer: Project preparation, business blueprint, realization, final preparation 254) ___ are part of the sap solution manager that contain the standard sap implementation methodology. Answer: roadmaps 255) Which of the following are functions that can be assigned to an org unit? (a) sales org (b) sales office (c) sales group (d) service org (e) service team (f) marketing org (g) billing clerk (h) all of the above Answer: a,b,c,d,e,f

256) ___ show the functional task distribution of individual items and their report structures in the organization plan. Answer: Position 257) One or more ___ which define the type of org unit, can be assigned to an org unit.

(a) attributes (b) functions (c) categories Answer: b 258) The ___ function is responsible for the sales of products and services in a particular area. Answer: Sales office 259) Which of the following things can, the marketing organization characteristic be used for? (a) authorization checks (b) automatically checking and entering marketing attributes (c) partner determination (d) workflow routing (e) cost planning (f) reporting (g) all of the above Answer: g 260) Determination rules and organizational data profiles are defined in master data. Answer: False- they are defined in customizing 261) You have to configure the downloads of business objects from SAP ERP to SAP CRM. Which of the below steps are part of the initial downloads from ERP to CRM? (a) Monitor downloads via the downloads monitor (R3AM1) (b) Define block size for adaptor objects (R3AC1) (c) Assign subscriptions in admin console (SMOEAC) (d) Activate the replication and realignment queues (SMOHQUEUE) Answer: a and b 262) What would you need to consider regarding data replication with SAP middleware? (a) Data is replicated to sites as defined in subscriptions (b) data is replicated as per definition of Bdocs (c) data is replicated to external systems as per definition in the respective adaptors (d) data is replicated to individual users for mobile replication data Answer: a 263) You want to be notified when Bdoc messages are not executed properly. How do you enable this? (a) Bdoc modeller (b) Error handler settings (c) Using LUW (d) CRM middleware with computing management system (CCMS) integration Answer: d 264) There is a predefined data transfer from ERP to CRM. With reference to filtering of customizing data, which of the following is true? (a) Filtering is not possible. Data that is not required in CRM can me manually deleted after the download (b) Filtering is possible. Filter criteria defined in CRM will automatically synchronized with ERP (c) Filtering is possible. Filter criteria defined in CRM must be manually synchronized with ERP (d) Filtering criteria need to be defined only in ERP Answer: b 265) You are a key member of SAP CRM implementation project. Which of the following describes an accurate user interface strategy? (a) Business users should use CRM web client UI, advanced users can user sap gui (b) Business users should use CRM web client, administrators can use sap gui (c) business users should use crm web client, administrators can use either pcui or sap gui (d) business users should use web client for interaction centre and pcui for other processes Answer: b

266) In an organization, they have SAP CRM and SAP ERP but not using SAP portal. What would you do if a user needed access to the transaction "bill of material"? (a) Not possible without portal (b) Start the virtual machine container (VMS) (c) Install CRM Internet transactions server (ITS) (d) Implement single sign on certificates Answer: c 267) Which of the following can be done using web UI configuration tool? (a) Creating new customer specific field (b) maintaining view skins (c) adding/removing fields to/from a view Answer: c 268) Which of the following statements is/are true for business partner roles? (a) BP role of an account determines number range that will be used (b) BP role describes the business relevant connection between two accounts or contacts (c) BP role has no influence on data exchange between SAP CRM and ERP. Answer: a 269) Accessories for products can be used in the contest of product promotions. Where can you maintain the accessories for a product? (a) In the product master maintenance (b) In the top n list customizing (c) In the cross sell/up sell rules (d) relationships Answer: d 270) Account classification can be used to classify your account according to any criteria you choose. In that context, which of the following statements is/are true? (a) It influences the header fields that are displayed within an account (b) classification categories are fixed and cannot be enhanced (c) to each classification category, any number of criteria and attributes can be assigned (d) To each classification category, a fixed number of criteria and any number of attributes can be assigned Answer: d

271) With reference to the org model in CRM, which of the following statements is correct? (a) validity periods can be set when creating organizational objects (b) The org structure in CRM has to be identical to the org structure in ERP (c) A matrix org structure can be mapped within CRM Answer: a 272) Which of the following are steps required to enhance the product master in CRM with new fields? (a) assign a set type to a product hierarchy (b) create new attributes and a set type (c) assign product category to a transaction type Answer: a and b 273) Which of the following strategies are supported for importing and maintaining business partner master data in SAP CRM? (a) external list management (b) internet self registration through web shop (c) download from SAP ERP Answer: a,b,c

274) Which of the following are key elements of opportunity "sales methodology"? (a) buying centre (b) case management (c) sales assistant (d) opportunity assessment Answer: a,c,d 275) What can be used within CRM service to model complex objects like devices or machines, that will enable you to manage service for them? (a) case management (b) installed base management (c) service contracts (d) product with accessories Answer: b 276) You have created 5 new business partners in SAP CRM and you just realized that none of them are being transferred to ECC. As a consultant, what would you do to solve this problem? More than one answer is correct) (a) Check number range assignment in SAP ECC and CRM (b) Check mBDoc processing in ECC (c) Check erroneous BDoc messages in CRM (d) Check RFC connections In ECC and CRM Answer: a, c, d