C tcrm20 72

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SAP
Exam C_TCRM20_72
SAP Certified Application Associate - CRM Fundamentals with SAP
CRM 7.0 EhP2
Version: 6.0
[ Total Questions: 80 ]
SAP C_TCRM20_72 : Practice Test
Topic break down
Topic No. of Questions

Topic 1: CRM Middleware 9
Topic 2: CRM User Interface 15
Topic 3: SAP CRM Basic Functions 13
Topic 4: SAP CRM Interaction Channels 10
Topic 5: SAP CRM Master Data 12
Topic 6: SAP CRM Scenarios 10
Topic 7: SAP CRM Transactional 7
Processing
Topic 8: SAP Technology and 4
Integration
A Composite Solution With Just One Click - Certification Guaranteed 2

Topic 1, CRM Middleware
Question No : 1 - (Topic 1)
Which of the following object types can you define in the CRM Middleware administration
console?
Note: There are 3 correct answers to this question.
A. Business objects
B. Publications
C. Customizing objects
D. Subscriptions
E. Sites
Answer: B,D,E
Where is data replicated when you use CRM Middleware?
A. To sites as defined in Publications

B. To external systems, based on the definition in the respective adapters
C. To sites as defined in Subscriptions
D. To individual users for mobile application data
Answer: C
You are responsible for data loads of business objects, such as business partners and
sales orders, from SAP ERP to SAP CRM.
Where do you apply filters to reduce the data load?
A. In the Customizing objects

B. In the administration console

C. In the BDoc Modeler
D. In the business adapter objects
Answer: D
When setting up data transfer of Customizing objects from SAP ERP to SAP CRM, what do
you need to consider?
A. Filtering is possible. Filter criteria defined in SAP CRM will be automatically

synchronized with SAP ERP.
B. Filtering is possible. Filter criteria defined in SAP CRM must be manually synchronized
with SAP ERP.
C. Filtering is possible. Filter criteria defined in SAP ERP will be automatically synchronized
with SAP CRM.
D. Filtering is not possible. Manual deletion of unwanted data in CRM is required after the
data transfer has completed.
Answer: A
Which of the following statements best describes the structure of adapter objects in
Customizing?
A. They always contain a maximum of two database tables.

B. They always contain exactly one database table.
C. They always contain more than two database tables.
D. They always contain one or more database tables.
Answer: D
You have to configure the replication of business objects from SAP ERP to SAP CRM.

Which of the following are relevant process steps?
A. Define the block size for adapter objects.

B. Monitor downloads via the download monitor.
C. Assign BDocs in the administration console.
D. Activate the replication and realignment queue.
Answer: A,B
You want to be notified when BDoc messages are not executed properly.
What would you configure?
A. qRFC monitor
B. Error handler
C. Middleware broker
D. Subscription in admin console
Answer: B
You can define the replication of data from the SAP CRM server to other systems.
Where is the corresponding replication model created?
A. In the Data Integrity Manager

B. In the administration console
C. In the BDoc Modeler
D. In the object management
Answer: B

Business partners created in SAP CRM are not transferred to SAP ERP.
What do you need to do to resolve this CRM-Middleware-related problem?
A. Check erroneous BDoc messages in SAP CRM.

B. Check object management in SAP CRM.
C. Check erroneous BDoc messages in SAP ERP.
D. Check number range assignments in SAP ERP and SAP CRM for business partners.
E. Check RFC connections between CRM and ERP.
Answer: A,D,E
Topic 2, CRM User Interface
Which tasks can you accomplish using the design layer?
A. Define the colors used in the CRM WebClient UI.

B. Define table paddings in the CRM WebClient UI.
C. Change field labels.
D. Hide certain fields.
Answer: C,D
Sales representatives using the CRM WebClient UI complain that the navigation bar has
recently changed. Links they used in the past are no longer available. You have to
investigate this issue.

Which of the following changes definitely does not cause this behavior and can be
excluded?
A. Changes in the organizational model

B. Changes in the navigation bar profile
C. Changes in the business transaction profile
D. Changes in business role Customizing
Answer: C
Which profile is required in a business role to work with the Central Sharing Tool?
A. A specific layout profile

B. A specific function profile
C. A specific technical profile
D. A specific navigation bar profile
Answer: B
Which assignment in Customizing allows you to restrict users from creating personalized
layouts of overview pages or tables in SAP CRM UI?
A. Assignment of a layout profile in navigation bar maintenance

B. Assignment of a layout profile in business role maintenance
C. Assignment of a function profile in authorization role maintenance
D. Assignment of a function profile in business role maintenance
Answer: D
Which of the following are controlled directly by a business role?

A. The assignment of the role configuration key and the associated PFCG role
B. The navigation bar profile
C. The role profile key for access to SAP GUI-based transactions
D. The assignment of layout profiles, technical profiles, and function profiles
E. The assignment of users to a position in the organizational model
Answer: A,B,D
Which of the following describes an accurate SAP CRM user interface strategy?
A. Administrators use the CRM WebClient UI.

B. Administrators use the SAP GUI.
C. Administrators use the People-Centric UI.
D. Advanced business users use the SAP GUI.
E. Business users use the CRM WebClient UI.
Answer: A,B,E
Which of the following can you create using the Application Enhancement Tool?
A. Calculated fields
B. Database tables
C. Enhancement spots
D. Component enhancements
Answer: A,B

Your company runs SAP ERP and SAP CRM but does not utilize the SAP NetWeaver
Portal or any other portal product.
What would you do if a SAP CRM user required access to the SAP ERP transaction
"Display Bill of Material"?
A. Start the Virtual Machine Container.

B. Implement Single Sign-On certificates.
C. Use the transaction launcher.
D. Install the MapBox.
Answer: C
Which actions can you perform using the UI Component Workbench?
A. Enhance views to redefine controller methods.

B. Create SAP design objects to change field labels.
C. Launch the Application Enhancement Tool to create new fields.
D. Perform layout changes using the UI Configuration Tool.
Answer: A,D
There are several ways to adapt a CRM WebClient UI application.
Which of the following tasks can you perform using the UI Configuration Tool?
A. Assign design objects to context nodes.

B. Exchange the standard logo.
C. Create a tile layout for an overview page.
D. Create a quick link.

Answer: C
Which of the following objects can be directly assigned to a navigation bar profile?
A. Layout profile
B. Work centers
C. Business roles
D. Direct link groups
Answer: B,D
You can implement extended UI enhancements by using the component enhancement

concept.
Which of the following aspects is part of this concept?
A. An enhancement set can be determined by a BAdI, depending on user, profile, or other

criteria.
B. An enhancement set is used to group several component enhancements together.
C. An enhancement set is used to determine the navigation bar profile.
D. An enhancement set is created in the Application Enhancement Tool (AET).
E. An enhancement set can be assigned to a client.
Answer: A,B,E
Which of the following is used to model complex objects for your customers within SAP

CRM Service?
A. Product components
B. Installed base management
C. Package quotation
D. Warranties
Answer: B
You have maintained authorization roles (PFCG roles).
To which objects can you assign these roles?
A. Business roles
B. Organizational units
C. Users
D. Business partner
Answer: A,C
For marketing purposes, your customer plans to create target groups based on attributes
hobbies, region, and sales volume.
Which data sources do you suggest to your customer for segmentation?
A. InfoSets
B. Marketing attribute sets (from accounts)
C. Account fact sheet
D. Business Warehouse InfoCubes (SAP BW Query)

E. Interactive Reports
Answer: A,B,D
Topic 3, SAP CRM Basic Functions
Your customer wants the invoicing of SAP CRM sales orders to be performed by CRM
Billing.
Where do you determine that billing takes place in SAP CRM and not in SAP ERP?
A. Item category of the sales transaction item

B. Transaction type of the sales transaction
C. Middleware parameter
D. Leading transaction category of the sales transaction
Answer: A
You need to specify which units are responsible for creating billing documents in your
organization.
How can you achieve this?
A. Set specific sales organizations as billing units within the organizational model.
B. Set up a billing unit as a CRM business partner with the role "billing unit."
C. Create specific objects called "billing units" within the organizational model.
D. Assign billing units to the customers.
Answer: B

You are setting up actions triggering follow-up processes.
Which of the following process types can you select within the action definition?
A. Smart Form mail

B. SAPscript
C. Method call
D. Schedule conditions
E. Workflow
Answer: A,C,E
Which Customizing object is not freely definable in partner determination?
A. Access sequence
B. Partner function category
C. Partner function
D. Partner determination procedure
Answer: B
Which configuration object can be shared between a CRM business transaction and a
billing type in SAP CRM?
A. Organization profile
B. Pricing procedure
C. Subject profile
D. Campaign determination procedure
Answer: B

Within partner processing for transactions in SAP CRM, how do you make certain partner
functions mandatory?
A. Use the mandatory partner indicator within the partner function itself.
B. Use the mandatory partner indicator on the partner determination procedure.
C. Use the minimum occurrence for a partner function in the access sequence.
D. Use the minimum occurrence for the respective partner function in the partner
determination procedure.
Answer: D
Which of the following statements concerning pricing in SAP CRM business transactions is
true?
A. Condition types that are not included in the pricing procedure can be entered manually
in a CRM transaction.
B. Each item within a sales order can use its own pricing procedure.
C. Only pricing procedures defined in SAP CRM can be used in a CRM transaction.
D. Pricing results can be transferred (copied) from a quotation or contract to a sales order.
Answer: D
Which assignments do you have to make in Customizing when setting up the condition
technique for pricing?
A. Assignment of condition types to access sequence

B. Assignment of condition tables to access sequence
C. Assignment of condition types to pricing procedure
D. Assignment of access sequence to pricing procedure
E. Assignment of access sequence to condition type

Answer: B,C,E
You want to define when an action should be processed, for example, 'immediate', 'when
saving', or 'using selection report'.
Which of the following can you use?
A. Start condition
B. Post Processing Framework
C. Processing time
D. Schedule condition
Answer: C
Which Customizing settings are required to bill an SAP CRM sales order?
A. Billing Relevance setting in CRM sales order Customizing

B. Billing Relevance setting in ERP sales item Customizing
C. Billing Relevance setting in CRM sales item Customizing
D. Item category determination of the CRM billing item category
Answer: C,D
What is the purpose of condition maintenance groups in CRM pricing?
A. To determine which condition types can be changed manually within a business

transaction
B. To control the condition exclusion logic in business transactions

C. To determine which condition types have to be maintained in SAP CRM and which in
SAP ERP
D. To bundle condition tables and condition types for condition maintenance
Answer: D
What does partner processing within SAP CRM determine?
A. The partners that are mandatory within business transactions

B. The framework that is accessible for an Interaction Center agent
C. The users who are authorized to maintain different business transactions
D. The internal and external partners that are involved in transactions
E. The sources that the system accesses to search for involved partners
Answer: A,D,E
Where in Customizing do you assign access sequences for the partner functions?
A. Within the partner function category

B. Within in the relationship category
C. Within the Partner determination procedure
D. Within transaction type
Answer: C
Topic 4, SAP CRM Interaction Channels
Which of the following are functions of the CRM Web Channel scenario?

A. In a B2C Web Channel scenario, a new customer has a self-registration option.

B. In a B2B Web Channel scenario, companies receive regular e-mail updates from their
customers about purchased products and installation details.
C. In a B2C Web Channel scenario, a new customer can access the Web Shop with a
given user.
D. In a B2B Web Channel scenario, there is a self-service information and maintenance
tool for customers.
Answer: A,D
There are several Interaction Center (IC) functions that help agents to work effectively
within the IC application.
Which of the following features are related to agent guidance?
A. Knowledge article routing

B. Service-level workflows
C. Interactive scripting
D. Intent-driven interaction
Answer: C,D
Which of the following are standard CRM Web Channel scenarios?
A. Business to Consumer (B2C)

B. Business to Business (B2B)
C. Business to Partner (B2P)
D. Business to Employee (B2E)

Answer: A,B
Which of the following tasks are performed by users assigned to the standard Interaction
Center Manager business role?
A. Maintain categorization schemas.

B. Manage call lists.
C. Create rule policies.
D. Process the agent inbox.
E. Maintain Internet Transaction Server settings.
Answer: A,B,C
A brand owner works together with some partners to position new products in the market.
They implement partner channel management.
Which functions can they now use?
A. Collaborative Showrooms can be used to incorporate partners in the e-commerce

strategy.
B. Distributed order management can be used for brand owners to let partners fulfill their
orders.
C. Marketing and sales processes - but not service processes - can be integrated within
partner channel management.
D. Distributed knowledge management can be used to set up an indexed search between
the partners.
E. Workflow capabilities can be used to distribute leads that are created by the brand
owner to the appropriate partner.
Answer: A,B,E

In CRM Field Applications, which object is used to set up the sites and to influence the data
distribution logic from a business perspective?
A. BDoc Modeler
B. Administration console
C. Mobile Application Studio
D. Object management
Answer: B
Which of the following areas in SAP CRM focuses on an indirect sales process?
A. Web Channel Management

B. Partner Channel Management
C. Live Web Collaboration
D. Lead Management
Answer: B
A customer plans to implement CRM Field Applications.
Which of the following functions and features are available on the customer's laptop without
connecting to the back-end system?
A. Determination of prices and discounts

B. Determination of product availability
C. Maintenance of calendar entries

D. Creation of outbound deliveries
E. Creation of quotations
Answer: A,C,E
Which of the following can you search for in an SAP CRM B2B Web shop?
A. Opportunities
B. Quotations
C. Leads
D. Orders
E. Contracts
Answer: B,D,E
What can you do in the SAP CRM Web Channel?
A. Create opportunities.
B. Configure products using the Internet pricing and configurator (IPC).
C. Create billing plans.
D. Create orders with reference to a marketing campaign.
Answer: B,D
Topic 5, SAP CRM Master Data

You want to assign a key account manager to a customer.
How can you do this in the standard SAP CRM system?
A. Create a business partner template

B. Create a business partner relationship
C. Create an account hierarchy
D. Create an account classification
Answer: B
What is the function of business partner roles?
A. To identify the business partner number range

B. To specify the tax rate
C. To classify a business partner
D. To determine the responsible sales organization
Answer: C
SAP ERP material master data can be loaded into SAP CRM product master data using
CRM Middleware.
What Customizing is required before this can take place?
A. Material master classification

B. Base hierarchies
C. Item categories
D. Condition data
Answer: B
Which assignments do you need to make in Customizing when setting up organizational
data determination in business transactions?
A. You must assign at least one determination rule to a transaction type.

B. For the "Organizational Model" determination rule type, you have to assign
responsibilities directly in the rule.
C. You have to assign an organizational data profile to a transaction type.
D. You must assign at least one determination rule to an organizational data profile.
Answer: C,D
For what purpose would you use account hierarchies?
A. Account classification
B. Pricing
C. Contract management
D. Reporting
Answer: B,D
What is the common way to define multiple organizational structures in SAP CRM?
A. Define multiple organizational structures using a matrix within the organizational model.
B. Maintain organizational structures in SAP ERP and replicated them to SAP CRM.
C. Integrate organizational structures for sales, service, and marketing in one
organizational model.
D. Use SAP GUI.
Answer: C

In Account Management in SAP CRM, number assignment is determined by which of the

following objects during account creation?
A. Account classification
B. Business partner category
C. Grouping
D. Role
Answer: C
You want to create a product promotion to be used in the Interaction Center or in the Web
shop, and want to offer accessories for the new product.
Where do you maintain accessories for the new product?
A. In product master maintenance

B. In Trade Promotion Management
C. In the cross-sell/ up-sell/ down-sell rules
D. In the top n list
Answer: A
You have decided to utilize the product master concepts to capture some new
characteristics by using a new product hierarchy.
Which of the following are steps to enhance a product master in SAP CRM with new fields?
A. Create new attributes and a set type.

B. Assign a product category to a product master.
C. Assign a set type to a product category.

D. Maintain a product catalogue with a list of characteristics.
E. Assign a new product type to a set type.
Answer: A,B,C
When replicating business partners from SAP CRM to SAP ERP, what information in the
business partner record determines the account groups that are assigned to a customer
master?
A. Business partner category

B. Account grouping
C. Account type
D. Classification
Answer: D
What can you maintain in the SAP CRM organizational model?
A. General attributes for organizational units

B. Direct assignment of a responsible employee to an organizational unit
C. Direct assignment of the responsible organizational unit in the employee master data
D. Direct assignment of a responsible employee to a position
Answer: A,D
You want to download existing SAP ERP customers to SAP CRM.
Which Customizing steps must you perform?

A. Create your own account group for the data transfer from SAP ERP to SAP CRM.
B. Create the business partner account life cycle.
C. Set up the mapping for the classification customer and an account group (PIDE).
D. Set up the same number ranges in both systems (they must be equal).
Answer: C
Topic 6, SAP CRM Scenarios
Which of the following are part of a typical SAP CRM service process?
A. Billing a service level agreement

B. Performing resource planning for a service order
C. Performing resource planning for a service confirmation
D. Billing a service confirmation
Answer: B,D
Which of the following are key capabilities of the SAP CRM application?
A. Business planning
B. Field applications
C. Partner channel management
D. Analytics
E. Profitability analysis
Answer: B,C,D

In a marketing training you explain the functions to create segmentation models, segments
and target groups.
Which key point should the users remember?
A. A segmentation model can contain segments, target groups, or target groups that are
based on a segment.
B. A target group that is already based on a segment can be assigned to another segment.
C. A target group is updated automatically.
D. A segment is a finite list of business partners that match a corresponding profile.
Answer: A
Through a marketing campaign call list, an agent made a call to a prospect, who expressed
interest.
Which transaction types can the agent use to capture the prospect's interest?
A. Quotation
B. Opportunity
C. Activity
D. Lead
Answer: C,D
Which functions are available when you use the Opportunity of Type "sales methodology"
in the standard SAP CRM system?
A. Assessment (questionnaire)

B. Offer management
C. Sales assistant
D. Marketing campaign reference
Answer: A,C
What do you have to do to execute a marketing campaign?
A. Release the action "Execute campaign"

B. Set the status to "released".
C. Assign a product to your campaign.
D. Assign a target group to your campaign.
Answer: B,D
How can an SAP end user with the role "Sales Professional" generate a report of all the
activities with the status "open"?
A. Create a new interactive report using the application wizard.

B. Use the SAP InfoSet in the SAP GUI.
C. Use the search function for activities.
D. Create a new BI interactive dashboard with a BW query.
Answer: A,C
A business scenario requires you to create a new customer-specific transaction type for
quotations.

Which of the following are possible subsequent tasks after you create this transaction type?
A. Maintain item category determination.

B. Maintain copying control.
C. Maintain a business context profile.
D. Maintain a dispatching rule policy.
Answer: A,B
What tasks does an Interaction Center agent typically perform?
A. Searches for an e-mail using the Interaction Center inbox.

B. Qualifies a lead using a survey.
C. Provides a solution to customer requests using the knowledge search.
D. Answers questions on invoice amounts using the knowledge search.
E. Runs a marketing campaign.
Answer: A,B,C
Your customer is upgrading a system from SAP CRM 7.0 to SAP EHP2 for SAP CRM 7.0.
What should you consider during this upgrade project?
A. "Core" business functions are automatically activated after the technical upgrade.
B. Test catalogs for the business functions are included.
C. Enhancements delivered with EHP1 are part of the new software.
D. Enhancement package installation replaces Support Package installation.

Answer: B,C
Topic 7, SAP CRM Transactional Processing
The sales manager at your company needs a tool that can provide statistics for the number
of activities completed in certain categories by the sales manager's department this month.
Which tool do you recommend?
A. Activity journal
B. Action monitor
C. Pipeline analysis
D. Activity monitor
Answer: D
Within an activity transaction, which of the following is used to record information gathered
from a customer visit or telephone call?
A. Activity goal
B. Product promotion list
C. Questionnaire
D. Campaign To-Dos
Answer: A,C
Starting with a quotation document, you want to create a follow-up sales order document.

Which of the following can you use to influence the copying control for business
transactions?
A. Copying control for transaction history

B. Copying control for item categories
C. Copying routines using a BAdI
D. Copying control for transaction types
E. Copying control for transaction profile
Answer: B,C,D
You want to gather information from your customers.
Which option within SAP CRM supports this requirement?
A. E-mail Response Management System

B. Partner Channel Management
C. CRM Web Channel
D. Survey tool
Answer: D
Which of the following describes the business object of a transaction?
A. Default item category

B. Business agreement settings
C. Leading business transaction category
D. Transaction details
Answer: C

Which of the following are possible influencing factors used in Customizing for item
category determination?
A. Item category usage

B. Org. data profile
C. Customer/material info record
D. Transaction type
E. Item category group
Answer: A,D,E
What are Customizing characteristics for a new transaction type?
A. A transaction type can have multiple profiles and procedures assigned to it.
B. A transaction type can have only one leading transaction category.
C. A transaction type must have an item category assigned to it.
D. A transaction type can have multiple internal number range object assignments.
Answer: A,B
Topic 8, SAP Technology and Integration
What is the advantage of the SAP enhancement package concept?
A. When you use SAP enhancement packages, you no longer need to do any customizing,
anything is preconfigured.
B. You can selectively activate business functions to use specific functions or processes.
C. You no longer need to run test cases because they are automatically triggered in the

background when you implement an SAP enhancement package.
D. When you use SAP enhancement packages, you no longer need to implement SAP
Support Packages.
Answer: B
Which of the following components of SAP Solution Manager support the implementation
phase of an SAP CRM project?
A. Implementation and test tools, for example the IMG or the Test Workbench
B. Roadmaps providing links to accelerators and tools that perform project tasks
C. Wizards that support the technical installation of the SAP CRM system
D. Skill-based allocation reports to assign qualified employees to the project
Answer: A,B
Which application can be integrated with SAP CRM to ensure that sales order items are
delivered on time?
A. SAP Supplier Relationship Management

B. SAP Supply Chain Management
C. SAP ERP
D. SAP Product Lifecycle Management
Answer: B,C
Which of the following functions related to SAP CRM processes are only available in SAP

ERP?
A. Billing
B. Financial Accounting
C. Business Partner Management
D. Logistics Execution System
Answer: B,D

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Topic No. of Questions

A Composite Solution With Just One Click - Certification Guaranteed 2

Note: There are 3 correct answers to this question.

Where is data replicated when you use CRM Middleware?

A. To sites as defined in Publications

Where do you apply filters to reduce the data load?

A. In the Customizing objects

A Composite Solution With Just One Click - Certification Guaranteed 3

A. Filtering is possible. Filter criteria defined in SAP CRM will be automatically

A. They always contain a maximum of two database tables.

A Composite Solution With Just One Click - Certification Guaranteed 4

Note: There are 2 correct answers to this question.

A. Define the block size for adapter objects.

What would you configure?

Where is the corresponding replication model created?

A. In the Data Integrity Manager

A Composite Solution With Just One Click - Certification Guaranteed 5

What do you need to do to resolve this CRM-Middleware-related problem?

Note: There are 3 correct answers to this question.

A. Check erroneous BDoc messages in SAP CRM.

Topic 2, CRM User Interface

Which tasks can you accomplish using the design layer?

Note: There are 2 correct answers to this question.

A. Define the colors used in the CRM WebClient UI.

A Composite Solution With Just One Click - Certification Guaranteed 6

A. Changes in the organizational model

A. A specific layout profile

A. Assignment of a layout profile in navigation bar maintenance

Which of the following are controlled directly by a business role?

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Note: There are 3 correct answers to this question.

A. Administrators use the CRM WebClient UI.

Note: There are 2 correct answers to this question.

A Composite Solution With Just One Click - Certification Guaranteed 8

A. Start the Virtual Machine Container.

Which actions can you perform using the UI Component Workbench?

Note: There are 2 correct answers to this question.

A. Enhance views to redefine controller methods.

There are several ways to adapt a CRM WebClient UI application.

A. Assign design objects to context nodes.

A Composite Solution With Just One Click - Certification Guaranteed 9

Note: There are 2 correct answers to this question.

You can implement extended UI enhancements by using the component enhancement

Which of the following aspects is part of this concept?

Note: There are 3 correct answers to this question.

A. An enhancement set can be determined by a BAdI, depending on user, profile, or other

A Composite Solution With Just One Click - Certification Guaranteed 10

You have maintained authorization roles (PFCG roles).

To which objects can you assign these roles?

Note: There are 2 correct answers to this question.

Which data sources do you suggest to your customer for segmentation?

Note: There are 3 correct answers to this question.

A Composite Solution With Just One Click - Certification Guaranteed 11

Topic 3, SAP CRM Basic Functions

A. Item category of the sales transaction item

How can you achieve this?

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Note: There are 3 correct answers to this question.

A. Smart Form mail

Which Customizing object is not freely definable in partner determination?

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Note: There are 3 correct answers to this question.