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*CRM Middleware 1. You have been asked to solve a CRM middleware problem.

Business partners created in SAP CRM are not being transferred to SAP ERP. What should you check to solve the problem? (Three answers are correct) A. Check number range assignments in SAP ERP and SAP CRM B. Check mBDOC processing in SAP ERP C. Check erroneous BDOC messages in SAP CRM D. Check RFC connections
Answer: mBDOCs exist only in CRM, not in ERP

2. You have to configure the download of business objects from SAP ERP to SAP CRM. Which steps are part of the initial downloads of business objects from ERP to CRM? (Two answers are correct) A. Monitor downloads via the download monitor (TransactionR3AM1) B. Define block size for adaptor objects (Transaction R3AC1) C. Assign subscriptions in the Administration Console (Transaction SMOEAC) D. Activate the Replication & Realignment Queue (Transaction SMOHQUEUE)
Answer: The others steps are done in CRM

3. What would you need to consider regarding outbound data replication with SAP CRM Middleware? (Only one answer is correct). A. Data is replicated to sites as defined in subscriptions B. Data is replicated as defined in Business Documents (BDOCs) C. Data is replicated to external systems as defined in the respective adapters. D. Data is replicated to individual SAP users in the mobile replication scenario Answer:
BDOCs do not define Where data is to be transferred. They only define the structure of the data to be transferred. Adapters facilitate data transfer. In mobile applications, data is transferred to a site not to a user.

4. You want to be notified when BDOC messages are not executed properly. How do you enable this? (Only one answer is correct) A. Configure this in the BDOC modeller B. Setup error handler settings C. Use LUW to send out e-mails (Logical Unit of Work) D. CRM Middleware integrated with Computing Center Management System (CCMS) needs to be configured Answer:
The CRM Middleware Alert Monitoring was implemented based on the CCMS Alert Monitoring infrastructure. You can use Transaction RZ20 to call it. The CRM Middleware Alert Monitor monitors the most important processes within the CRM Middleware and generates alerts if critical situations occur. The processes are displayed as a tree structure in the monitor and the alerts are assigned to the nodes of the corresponding processes.

5. There is a predefined data transfer from SAP ERP to SAP CRM. With reference to filtering of customizing data, which of the following is true? (Only one answer is correct) A. Filtering is not possible. Data this is not required in SAP CRM has to be manually deleted after the full load. B. Filtering is possible. Filter criteria defined in CRM will be automatically synchronized with ERP. C. Filtering is possible. Filter criteria defined in CRM must be manually synchronized with ERP. D. Filtering is possible. Filter criteria need to be defined in ERP directly. Answer:
Saving a filter setting in CRM triggers the automatic transfer to the Plug-In in R/3

6. Replication of data from CRM to other systems can be defined in CRM. Where is the corresponding replication model created? (Only one answer is correct) A. In Business Adapter Object management B. In the BDOC modeller C. In the Data Integrity Manager D. In the Middleware Administration Console

The data exchange between CRM and sites is defined in the replication model. Business object types are represented technically by BDOC types. Replication objects are generated from a BDOC type using the Admin console.

7. Which of the following best describes the structure of Customizing Adaptor objects? (Only one answer is correct) A. They always contain more than one database table B. They always contain only one database table C. They always contain a maximum of two database tables D. They can contain one or more database tables. Answer:
Customizing Adapter objects can be displayed using transaction R3AC3 In the tables/structures tab, you find the names of the database tables to be selected in the source system.

8. You are responsible for data loads of business objects such as Business Partners and Sales Orders from CRM to ERP. What can you do to reduce the data load? (Only one answer is correct) A. Apply filters in the communication station B. Apply filters in the middleware administration control C. Apply filters in the BDOC modeller D. Apply filters in the Business Adapter Objects Answer:
You can go to the business adapter objects with transaction R3AC1. Here on the Filter Settings tab, you can set the filter criteria.

CRM USER INTERFACE 9. You are a Key member of a CRM implementation project. Which of the following describes an accurate User Interface Strategy? (Only one answer is correct). A. Normal Business Users should use CRM Webclient UI, advanced users can use the SAP GUI

B. Business Users should use CRM Webclient, Administrators can use the SAP GUI C. Business Users should use CRM Webclient, Administrators can use either the People Centric User Interface (PCUI) or the SAP GUI D. Business users should use Web Client for the Interaction centre processes and the PCUI for other processes. Answer:
In CRM 7.0, PCUI no longer exists. All functionality (except customizing) is now available in the Web Client.

10. Your company is running 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? (Only one answer is correct) A. Implement Single Sign On Certificates in SAP Basis B. Start the Virtual Machine Container (VMC) C. Install and activate the lnternet Transaction Server (ITS) on ERP D. Not possible without the Portal Answer:
It is possible to display ERP Transactions within CRM with the help of the ITS and transaction launcher functionality within CRM, even if Portal has not been implemented.

11. There are several ways to adapt the WebClient user interface. Which of the following can be achieved using the Configuration Tool? (Three answers are correct) A. Creating new customer specific fields B. Maintaining view Skins C. Adding/removing fields or table columns to/from an assignment block D. Adding/removing assignment blocks from a view E. Mark fields as mandatory on the user interface Answer:
For creating customer specific fields, you need the EEWB (Easy Enhancement Workbench)

12. Links in the navigation bar have changed for a certain user. What could be the reason for this?

(Three answers are correct) A. Changes are done within the Organization model B. Changes are done to the business role customizing C. Changes are done to the navigation bar profile D. Changes in Web Client skin. Answer:
Navigation bar profile dictates which navigation bar the users see. This is in turn linked to the business role, which is assigned to an Org Unit in the org structure. Hence-a change in any of the above could be responsible. Web Client Skin only dictates the appearance. Has no effect on functionality.

13. Business roles are one of the keys to a successful SAP CRM implementation. What is controlled by the Business roles? (Three answers are correct) A. The layout, technical & functional profiles B. The organization determination and account classification profiles C. The role configuration key and the associated PFCG roles D. The navigation bar profile which in turn defines work centre pages, Work Center link groups and direct link groups. Answer: These three options are controlled by the business role.

14. Extended UI enhancements can be implemented using the Component Enhancement Workbench concept. Which of the following is NOT part of this concept? (Only one answer is correct). A. An enhancement Set is used to group several component enhancements together B. An enhancement set can be defined independently of Easy Enhancement Workbench extensions C. An enhancement set can be created using the Easy Enhancement Workbench. Answer:
The Easy Enhancement workbench is used for creating customer specific fields and is not related to an enhancement set.

15. You are in an upgrade project upgrading a CRM 5.0 implementation to CRM 7.0. The auditors want to know details of data security when using the CRM WebClient UI. Which of the following statements is true? (Only one answer is correct). A. Authorization rules control access to business objects and therefore have to be assigned to business roles B. Business roles contain access to business objects since they contain authorization roles. C. Business roles contain access to business objects since they are assigned to positions in the org model Answer:
You can define authorization roles for business roles' Every authorization role contains a certain authorization profile (PFCG profile). To obtain the necessary authorizations for your business role, you need to create authorization profiles. After the authorization profiles are generated, the corresponding business role has the required authorizations.

16. The navigation bar profile controls the links in the Web Client UI. Which of the following objects can be assigned directly to a Navigation Bar Profile? (Two answers are correct) A. Direct Link Groups B. Work Centers C. Layout Components Answer: Layout component is the container of the navigation bar or for the header.

CRM MASTER DATA 17. The Business partner model in CRM controls business partner roles which classify the account according to their business function. Which of the following statements is true for business partner roles? (Only one answer is correct). A. The business partner role of an account determines the number range that will be used B. The business partner role describes the business relevant connection between two accounts or contacts. C. The business partner role has no influence on data exchange between SAP CRM and SAP ERP

Number range is determined by groupings.

18. In account management within SAP CRM, which of the following fields determines the number assignment during account creation? (Only one answer is correct). A. Account Type B. Account grouping C. Account Role Answer:
The number range in CRM is determined solely by groupings.

19. Accessories for products can be used in the context of product promotions. Where can you maintain the accessories for a product? (Only one answer is correct). A. In the product master maintenance B. In the Top N list customizing C. In the cross sell/up sell rules D. In product relationships Answer:
Accessories are created via product master relationships. They can be displayed as product proposals during Order Entry.

20. Which assignments in customizing can be implemented when setting up Organization data determination in business transactions? (Only one answer is correct) A. An organization data profile has to be assigned to the transaction type B. A determination rule has to be assigned to a transaction type C. For determination rule type Org Model, responsibilities have to be assigned directly in the rule. Answer:
Determination rules are assigned to the org data profile which in turn is assigned to the transaction type.

21. Account classification can be used to classify your account according to any criteria you choose. In that context, which of the following statements is correct? (Only one answer is correct). A. Account classification 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:
Only five criteria are allowed for each classification category, but you have a number of classification categories.

22. From a technical point of view, the SAP CRM product master is a collection or arrangement of which of the following? (Only one answer is correct). A. Classifications B. Set Types C. Hierarchies Answer:
Set Types are the building blocks of the product master. Based on set types, tabs & fields are available in the product master.

23. Which field/attribute in the SAP CRM business partner record defines which account groups are assigned to a customer master when replicating from SAP CRM to SAP ERP? (Only one answer is correct). A. Account Grouping B. Business Partner Category C. Account Type D. Classification Answer:

The classification is derived from the role category (each role is assigned to a role category). Classification, as a standard, is not displayed in the Web Client, but can be displayed using parameters.

24. The account hierarchy allows you to group accounts in a multi-level hierarchy. Which of the following are the two categories of account hierarchies? (Two answers are correct) A. Contract management B. Account classification C. Pricing D. Statistical Answer:
There are only two categories of account hierarchy, pricing & statistical in the standard system. More can be defined as per project requirements.

25. With reference to the Organization Model in CRM, which of the following statements is correct? (Only one answer is correct). A. Validity periods can be set when creating organizational objects. B. The organization structure in SAP CRM has to be identical to the organization structure in ERP C. A matrix organization structure can be mapped within CRM. Answer:
CRM cannot map a matrix org structure. Also, the score of CRM Org structure is much wider than the ERP org structure (from a Sales/Service perspective), & hence these two do not need to be identical.

26. Which of the following are true aspects of Organization Management in SAP CRM? (Two answers are correct) A. Definition of rules to determine the responsible Organization Unit is possible B. Definition of employee master data is possible from the organization management C. Set up of Payroll Processes can be done using the SAP CRM organization model D. An Organization Unit can be defined for multiple functions (Sales, Service, Marketing) Answer:

Automatic rules can be setup and assigned to transaction type via the Org determination Profile. An org unit can be a sales, service and/or marketing unit.

27. You need to enhance the product master in CRM with new fields. Which of the following are the steps required? (Two answers are correct) A. Assign a new set type to a product hierarchy B. Create new attributes and a set type C. Assign a product category to a transaction type Answer:
Products are enhanced by creating new attributes & Set Types, and assigning these to Product Categories.

28. Using the SAP CRM middleware, material master data from SAP ERP can be loaded into product master data in SAP CRM. What customizing must be loaded before the above can take place? (Only one answer is correct) A. Material Master classification B. Distribution chains C. Base hierarchies Answer:
Loading base hierarchies is a prerequisite for loading product master data into CRM.

29. Which of the following strategies are supported for importing and maintaining business partner master data in SAP CRM? (Three answers are correct) A. External List Management B. Internet self-registration through web shop C. Partner processing D. Replication with SAP ERP Answer:
Partner processing is used in transactions. All other options are ways for importing BP master data in CRM.

SAP CRM BUSINESS SCENARIOS 30. Your customer is discussing a hierarchically structured marketing project in SAP CRM. The customer makes the following statements. With which of these do you agree? (Only one answer is correct) A. Marketing plans focus on the operative level, whereas Campaigns focus on the strategic level. B. It is possible to create a campaign without assignment to a marketing plan. C. Target groups have to be assigned on marketing plan level. Answer:
Marketing Plan is at a strategic level & campaigns focus on the operative level. Target groups are assigned to a (Only One) Profile or a Profile set and not directly to the marketing plan.

31. Which of the following are functional enhancements of the Service Contract that generate followup documents at specified points in time as individual or periodic scheduling? (Only one answer is correct). A. Service Orders B. Service Plans C. Service level agreements Answer:
A service plan is a functional enhancement of the service contract, whereby the service plan is represented as an individual item category of the service contract item. The maintenance of service plans takes place at item level of a service contract.

32. For marketing purposes your customer plans to create target groups based on the attributes; hobbies, region & sales volume. What data sources would you suggest for segmentation? (Three answers are correct) A. Info Sets B. Marketing attribute sets (from accounts) C. Business Intelligence Info cubes D. Transaction data Answer:
Sales volume is registered in transactions, yet they are not immediately useable. Therefore this option is not correct. All others are.

33. Which of the following are key elements of Opportunity 'Sales Methodology'? (Three answers are correct) A. Buying Center B. Case Management C. Sales assistant D. Opportunity assessment Answer:
Sales methodology is incorporated in the following elements within Opportunity Management: Sales assistant Project goals Buying center Competitor analysis Opportunity assessment Opportunity plan

34. Your customer asks you for difference in 'Quotations' & 'Sales Orders'. Which of the following is possible only in Quotations and not in Sales Orders? (Only one answer is correct). A. Availability check B. Automatic Partner determination C. Organizational data determination D. Probability of success indication Answer:
Since a quotation is not always accepted by the customer, there is an option to put in the probability of success in the Quotation. This enables better Sales/Pipeline forecasting. A Sales Order is created only when it is known that the customer has/will pay.

35. Your customer already uses SAP ERP and wants to implement SAP CRM. Which of the following needs to be considered when creating Sales Orders in CRM? (Two answers are correct) A. Sales Orders can be created with reference to an opportunity. B. Sales orders can be transferred to ERP only if they have no errors.

C. Billing of Sales Orders must be done in CRM. D. Sales Orders can be delivered in CRM Answer:
Billing can be done either in CRM or ERP. Sales Orders CANNOT be delivered in CRM.

36.Which statements are correct regarding the analytical capability of SAP CRM? (Three answers are correct) A. SAP CRM Analytics enables prediction of customer behavior B. Analysis scenarios provide predefined packages & content for controlling customer focused processes C. CRM interactive reporting can be used to analyze objects like activities, leads & opportunities D. CRM analytics must always sit under the Bl server Answer:
In CRM 7.0, it is possible to have CRM analytics installed on the CRM server itself.

37. Which of the following are relevant documents within the Service process in SAP CRM? (Two answers are correct) A. Service notification B. Billing document C. Service Order D. Opportunity Answer:
A Service process is a business object that is used to represent service processing in the system. A service process can be, for example, a service order, a service request, or a service notification. You control the type of document concerned using the transaction type, which you have set up previously in Customizing

38.What can be used within SAP CRM Service to model complex objects like devices or machines, that will enable you to manage services for them? (Only one answer is correct) A. Case Management

B. Installed Base Management C. Service Contracts D. Product with accessories Answer:

In business processes, an installed base can be referred to as a general unit or as an individual element (component). The set of installed objects at the customers can be used, for example: To determine the exact object for which a problem has been reported To determine in detail what the transaction (for example, visit by field service representative, repair by a service employee) refers to By the service employee as information about which object is affected and the parts it consists of For documenting changes made to objects In addition to this direct use of the installed base data in the context of individual service processes with the customer, it also represents the base for additional evaluations, such as: Activities covered by service contracts Statistics

39. Which of the following processes, among others, belong to the SAP CRM Sales Methodology? (Three answers are correct) A. Activity Management B. Complaint Management C. Account & Contract management D. Territory management Answer:
The Key Sales processes in CRM include: Sales planning and forecasting Territory management Accounts and contacts management Activity management Opportunity management Quotation and order management Product configuration and pricing Billing and contract management Incentive and commission management Sales analytics

40. Within the marketing environment, the graphical modeller is used to create profiles and target groups. Which statement is correct within this environment? (Only one answer is correct)

A. An attribute can belong to different attribute sets. B. An attribute can have a target group assigned. C. Each Target Group must belong to an attribute set. Answer:
The following note clarifies the differences between Profile Set (Pr Set), Profile (Pr) & Target groups (TGs) Attribute Set o folder for Profiles and TGs o can have subsets o do not HAVE to have Pr or TG assigned Attribute o finite list of Characteristics and Values for a BP o Can belong to only one Pr Set o cannot move 1 Pr across Pr Sets but you can Copy o do not HAVE to have TG TG o Finite list of BPs that match a Profile/Profile Set o Can be assigned to either Profile OR Profile Set o Can only be assigned to one Pr Set or Pr

SAP CRM TECHNOLOGY INTEGRATION 41. A business scenario requests you to create a customer specific Quotation type. After having created the transaction type, what additional configuration is can you do? (Two answers are correct) A. Maintaining header category determination B. Maintaining item category determination C. Maintaining copy control Answer:
There is no such thing as header category determination in CRM

42. Your company is implementing SAP CRM and SAP ERP in phase 1. They are planning a phase 2 to include SAP SRM and SAP SCM. Their goal is to minimize changes & therefore costs. They ask you for an opinion on when to install the Solution Manager. Choose the correct answer. (Only one answer is correct). A. SAP Solution manager should be implemented between phase 1 and phase 2. This would ensure that resources are available.

B. SAP Solution manager should be implemented at the beginning of phase 1 as it is only-used for project planning & configuration via Roadmaps. If we don't implement it in phase 1 we should not implement it at all C.SAP Solution manager should be implement at the beginning of phase 1 as it can be configured to help implementation of systems via roadmaps and it is required by SAP for software maintenance of SAP CRM and the other SAP systems in our landscape. Answer:
Ideally, Solution Manager should be implemented at the beginning to Phase I, but in case it is required to minimize the change and hence keep costs down, it is better to implement it after Phase I, rather than not implement it at all. Solution Manager supports the following functions across all stages of implementation. Implementation o Functional o Technical o Transactional Operation o Services o Solution Monitoring o Operations Supports all project phases o Final Preparation o Go-live & Support Monitoring Tools o EWA - Early Watch Alert o System o Business Process o Interface

43.What is integrated in the SAP ERP System that acts the same as an adapter in SAP CRM for communicating with other systems? (Only one answer is correct) A. Netweaver B. Middleware C. Interaction Modeller D. Plug In Answer:
A plug-in installed on the ERP system acts as a counterpart to the R/3 adapter in CRM.

44. Your company is deciding whether to use Netweaver portal where users will be primarily involved with SAP CRM. You believe the a solution not including Netweaver portal (CRM standalone) is the best one to pursue. Which of the following statements are correct, with reference to the above? (Only one answer is correct). A. If we use Netweaver portal, we must use the CRM 5.0 PCUI B. If we use Netweaver portal, we will require additional training & support. C. The SAP CRM webclient requires Netweaver portal, but it could be just a 'federated' portal making installation easier. Answer:
In CRM 7.0, it is no longer required to user the Netweaver portal to access the full CRM functionality.

45. Your company is adding SAP CRM to a landscape that includes SAP ERP. You need to evaluate options to reuse SAP ERP functionality. Which of the following functions related to SAP CRM processes are available in SAP ERP? (Three answers are correct) A. Logistics execution B. Billing C. Campaign management D. Service Contracts Answer:
Campaign management is not available in ERP. All others are.

46. Your company is evaluating SAP MDM (Master Data Management) as part of a long term software landscape. Which problems would it help solve? (Three answers are correct) A. It helps reduce the delivery time for goods sold. B. It would help reduce issues created by duplicate business partner numbers. C. It would automate the creation of price conditions across the whole landscape, reducing pricing efforts. D. It would consolidate the creation of Bill of Material in one system with an automated distribution into other systems.

MDM offers the following benefits: Master-data consolidation Allows to identify identical master data objects within heterogeneous landscapes, merge identical objects centrally, and provide the relevant key mapping information for further use in business operations or analytics. Master-data harmonization Organizations can cleanse master data on materials, retail articles, suppliers, and customers and leverage the results to perform enterprise-wide analytics, such as global spend analyses. consolidated master data is then distributed to the connected remote systems to streamline business operations based on high-quality data. Central master-data management Organizations can consolidate and centrally manage their master data. They can support company-wide quality standards by ensuring that central control of master data begins as soon as the data is created

47. Which of the following are the Key capabilities of the CRM Solution? (Three answers are correct) A. Partner Channel Management B. Survey Application C. Field Applications D. E-Commerce Answer:
CRM Offers eight Key capabilities. These are: Sales Marketing Service Partner Channel Management Field Applications E-Commerce Interaction Channel

Industry Solutions

48. You are tasked with creating an organizational Model in SAP CRM. The client wants to use both Sales & Service in SAP CRM, and logistics in SAP ERP. One of the organization elements is called 'Singapore Sales & Service. Which of the following are relevant questions to ask the client? (Two answers are correct) A. Is the SAP CRM org model to be used via RFC calls from SAP ERP? This would allow us to keep only the SAP CRM org model and not create an ERP org model at all.

B. Is the org model to be used in automatic org determination in CRM? C. Do we want the same org Model to be used for both Sales & Service or should *::Tilervice Org Model and a Sales-Org model separately in SAP CRM? Answer:
You always need to have an Org structure in CRM. It cannot be referenced from ERP using RFC calls.

49. A Sales Order can be created via several channels in SAP CRM (e.g. Customer Webshop). Which application can be integrated with SAP CRM to ensure that the order is delivered in a timely manner? (Only one answer is correct). A. SAP SCM B. SAP EVM C. SAP SRM D. SAP BI Answer:
SAP SCM has the core ERP components, where delivery takes place.

SAP CRM TRANSACTION PROCESSING 50. Which of the following describes the structure of a CRM business transaction? (Only one answer is correct). A. Transaction channels B. Customizing headers C. Transaction determination procedure D. Header, Item, Schedule Lines Answer:
Standard Business Transactions like Activities only have header data. Sales Contracts have Header & Item Data Sales Orders have Header, Item & Schedule line data.

51. Which of the following are factors used in item category determination customizing? (Three answers are correct) A. Item Category Group

B. Transaction Type C. Organization Data Profile D. Item Category of higher level item Answer:
Item Cat Determination is derived from following elements Transaction Type E.g. Quote Item Cat Group (from Product Master) E.g. NORM Usage (System determined)

Item Category of higher level item

52. Within activity transactions, which of the following can be used to record and update product related information gathered from customer visits or telephone calls? (Only one answer is correct). A. Actions B. Activity Journals C. Product promotion list D. Texts Answer:
Activity Journals are used by sales employees during or after an activity, for example, to record all information gathered from a customer visit or telephone call. The information recorded may or may not be product related. An activity journal may contain information on products discussed with the customer, samples given, feedback from the customer, or information on an upcoming event.

53. The Sales Manager at your company needs a tool that can provide statistics on the number of activities completed by category by department. Which tool would you recommend? (Only one answer is correct). A. Activity Journal B. Activity Monitor C. Pipeline Analysis Answer:
The Activity Monitor is a GUI based transaction that allows you to select activities using various criteria.

54. Starting from a Quotation Document, you would like to create a follow up 'Sales Order'. Which of the following does not belong to copying control?

(Only one answer is correct). A. Copy Control for transaction types B. Copy routines using a BADI C. Copy control for Item categories D. Copy control using the so called 'Copy control Workbench' Answer:
There is not such functionality as the 'Copy control Workbench' in SAP CRM

55. Your customer wants to use a new business activity for capturing trade fair contacts to be used as follow up documents for leads' Which of the following settings are mandatory to fulfill these requirements? (Three answers are correct) A. Define a transaction type for the Trade Fair contacts using a leading business category 'Business Activity' B. Set up Copy control for source transaction type 'Lead' and target transaction type ' Trade fair contact' C. Maintain ltem Category determination for the tradefair contact. D. Implement a BADI for copy control Answer:
A BADI implementation is optional if you need something that the standard system will not provide

56. Which of the following statements regarding basic customizing of business transactions is correct? (Two answers are correct) A. A transaction type contains all relevant item categories. B. An item category can be linked to only one transaction type. C. An item category can contain other item categories. D. A transaction type may have no item category determination. Answer:
A higher level Item category can have predefined allowed lower level ltem categories. This definition is done is customizing. A transaction like an Activity or a Task has no item level data; hence item category determination may not be needed.

57. Text data can be maintained in a business transaction at the header or item level. What identifies which texts will be available in a transaction? (Only one answer is correct)' A. Text Profile B. Text determination Procedure C. Notes assignment Profile D. Text Types Answer:
The following steps are involved in setting up text determination: Define Text Object E.g. CRM-ORDERH Define Text Id E.g. Header Note, Internal Note, Reminder Define Text Determination procedure Assign Text determination procedure to transaction type/Item category

SAP CRM INTERACTION CHANNELS 58. Which of the following SAP CRM interaction channels focuses on indirect sales and on partner relationship management? (Only one answer is correct). A. Interaction Channel B. Partner Channel management C. Web Channel D. Field Applications Answer:
Partner channel management within CRM combines Web Channel Management with traditional CRM to offer collaboration with dealers, resellers etc.

59. A brand manager works with his channel partners to launch new products in the market. Therefore SAP CRM Channel Management should be implemented. which of the following statements are correct in this regard? (Three answers are correct) A. The brand owner and partners have access to the SAP CRM Webclient via different business roles. B. Channel Partners must all have the same authorizations

C. Workflow can be used to distribute leads created by the brand owner to appropriate Partner D. Collaborative showrooms can be used to incorporate partners into your overall e-commerce strategy. Answer:
Channel partners can have different authorizations.

60. You have some new agents working in the interaction centre. What functionality can you use to guide them better in their conversation with the customers. (Only one answer is correct). A. Interactive Scripting B. Knowledge Article routing C. Service level workflows Answer:
Knowledge articles are used to describe problems and how they can be remedied. The knowledge article search allows CRM agents in SAP Interaction center to search for knowledge articles and to e-mail the relevant knowledge articles to their clients. Service level workflows are used for internal processes.

61. The scratch pad is a useful feature in the Interaction Centre. Which of the following are true of the scratch pad? (Only one answer is correct). A. Import of scratch pad is possible only for Sales Orders. B. Agents can enter text into the scratch pad at anytime during the customer interaction. C. The content of the scratch pad will be automatically stored with the contact once the interaction has ended. Answer:
Scratch pad is valid for any object accessed in the Interaction Centre and not just Sales Orders.

62. The SAP CRM Interaction Centre uses the same technology as the SAP CRM web client. However the Interaction centre has some features that are not available in other areas of the CRM webclient. Which of the following is one such feature? (Only one answer is correct). A. Communication Management System (CMS) Integration B. SAP Netweaver portal integration

C. SAP ERP integration D. BI Integration Answer:

Communication Management System Integration is only required for Call Centre agents, and hence is not available elsewhere in CRM.

63. There are standard tasks performed by the Interaction center manager. Which of the following activities can be related to the Interaction Center manager? (Only one answer is correct). A. Rule policy creation B. SLA definition C. Script forwarding Answer:
Rule policy is used for handling processes within the Interaction centre & is the responsibility of the Interaction center Manager. SLA definition and Script forwarding have scope beyond the Interaction center. For example, analytics capabilities identify customers at risk of churning, and generate a tailored script most likely to lead to, successful customer retention. With integrated workforce management, the script is automatically forwarded to the best-skilled agent, who can then best address the customer.

64. Within the SAP CRM field application environment, which object is used to set up sites and to influence the data distribution logic from a business perspective. (Only one answer is correct). A. Mobile application studio B. BDOC modeller C. Administration Console D. Business Role Answer:
Sites are set up in the Administration Console.

65. For SAP Field applications, which of the following features & functions are available on the laptop without connecting to the SAP CRM Server? (Three answers are correct)

A. Determination of prices and discounts B. Creation of Quotations C. Maintenance of Calendar entries D. Availability check Answer:
Availability check requires real time information & hence not available offline.

SAP CRM BASIC FUNCTIONS 66. In SAP CRM quotation management, your customer has a requirement that all quotes, that have not been accepted by a customer within a specific time limit, be closed (i.e. status set to completed). How would you best achieve this? (Only one answer is correct). A. Define an incompletion procedure B. Define an Action profile C. Define an alert profile. D. Define quote validity Answer:
An Action profile allows you to insert your own logic based on which the document status can be changed.

67. Your customer wants to do billing from CRM rather than from ERP or external systems. Where is it controlled that billing will take place in CRM? (Only one answer is correct). A. Item Category of the Sales transaction item B. Transaction Type C. Leading transaction type of the Sales Transaction D. Middleware Settings Answer:
Customizing settings on the Item category determine if the item will be billed in CRM or not.

68. Which of the following statements regarding Billing Unit are correct?

(Only one answer is correct). A. A billing unit is the CRM business partner that has the role Billing Unit B. Exactly one Sales Org can be assigned to a billing unit. C. Billing units have to be defined in the billing unit customizing table. D. Billing units are defined in the organization structure. Answer:
Billing unit is a CRM partner that has the role Billing unit. The Billing unit can be defined independently of the Sales or Service Organization. More than one sales org can be assigned to a billing unit (cross sales org billing). Billing units are assigned uniquely to company codes.

69. Which of the following statements concerning pricing in SAP CRM business transactions is true? (Only one answer is correct). A. Only pricing procedures defined in CRM can be used in a CRM transaction. B. Once pricing has been determined for a transaction, it cannot be redetermined. C. Pricing results can be copied from a Quotation or a Contract into the Sales Order. D. A transaction type can have only one condition type Answer:
Pricing procedures from ERP can be loaded into CRM and used. Pricing can be redetermined by using the 'Redetermine pricing' functionality in a transaction.

70. How can certain partners be made mandatory in a CRM transaction? (Only one answer is correct) A. Using the mandatory flag within the partner function itself B. Using the mandatory partner flag on the partner determination procedure. C. Using the minimum occurrence for the respective partner function in the partner determination procedure. D. In the completion procedure of the transaction type Answer:
This is the standard way of making certain partners mandatory.

71. Which of the following steps are part of CRM Billing?

(Three answers are correct) A. Input Processing B. Order integration C. Billing D. Output Processing Answer:
The Billing process consists of three steps: Input Processing Billing Output Processing

72. What customizing settings are required for the condition technique in pricing? (More than one answer is correct) A. Assignment of condition type to customers B. Assignment of condition types to pricing procedure. C. Assignment of access sequence to condition types D. Assignment of condition table to access sequence E. Assignment of pricing procedure to transaction type. Answer:
This is the standard process for condition technique customizing in CRM.

73. Within business transactions' partners can be determined automatically.Which object can be used to realize a search strategy that specifies the sources and the order in which the system checks these sources, when it determines partners in business transactions. (Only one answer is correct) A. Access sequence B. Partner source C. Condition Type D. Partner Category Answer:

Access sequence allow you to set up a search strategy and can also accommodate user written function modules for a bespoke search strategy.

74. In partner determination, which of the following is not freely definable? (Only one answer is correct). A. Partner function B. Partner function category C. Relationship category D. Access sequences Answer:
Partner function categories are pre defined by SAP and cannot be changed. Specific functions are assigned to them within the system.

75. In a business transaction, which of the following can be defined by a pricing procedure? (Only one answer is correct). A. Determine whether a specific condition type is mandatory B. Define the combination of fields that an individual condition record consists of. C. Define the search strategy that the system uses to search for valid data in a specific condition type. D. Determine the applicable tax based on ship to party Answer:
All others are determined by either the condition types configuration or the access sequence configuration.

76. Which of the following settings within the action processing determines when an action should be processed (e.g. .'immediate', 'when saving' or 'using selection report') (Only one answer is correct) A. Processing time B. Start Condition C. Schedule Condition D. Processing Type

Answer: Some Key features of actions are:

uses the Post processing Framework (ppF) which can automatically trigger output, follow-up Activities or workflow The Application for transaction processing is CRM_ORDER Processing Time for Actions o Immediate - as soon as START condition fulfilled o When Saving . o Selection Report Processing Types for Actions o Smart-forms o Workflow o Methods - BAdI implementations

77. Which capabilities are offered by partner processing within SAP CRM? (Three answers are correct) A. Partner processing determines which internal & external partners are involved. B. Partner processing which sources the system should search to find the involved partners. C. Partner processing determines which partners are mandatory within business transactions. D. Partners automatically register relationships between accounts Answer:
Partner processing offer all the above capabilities, and more.

78. In pricing, which of the following statements are correct for condition maintenance? (Two answers are correct) A. A condition maintenance group bundles condition types and condition tables for condition maintenance. B. within condition records, the number of levels in a value scale is limited to five. C. General condition maintenance in the SAP CRM system can be carried out by using the CRM Webclient UI. D. In general condition maintenance context (GCM), you can maintain you can maintain conditions that are in the condition maintenance group and that are assigned to the GCM. Answer:
General condition maintenance in SAP CRM is called SAP Menu -> Master Data -> prices & Conditions -> Maintain Conditions.

79. Actions in CRM can trigger which of the following processes? (Three answers are correct) A. Smartform mail B. Workflow C. Sap script D. Methods Answer:
Processing Types for Actions are: Smart-forms Workflow Methods - BAdI implementations

SAP CRM 7.0 EHP 1 QUESTION 80. A customer currently has SAP CRM 7.0 implemented and doubts what risks an upgrade to EhP1 introduces. Please indicate the correct answers below. (Two answers are correct) A. Upgrading to EhP1 immediately activates changes, so it brings huge risks. B. Upgrading to EhP1 brings no immediate changes to the system as business functions need to be activated in the switch framework, so minor risks are involved. C. After an upgrade a customer should always perform a full regression test. Answer: Unlike upgrades in the past, the EhP upgrades do not immediately become active, so no huge risks are introduced with the upgrade.