crm associate exam 2011

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1. You have been asked to solve a CRM Middleware problems. Business Partners created in CRM are not being transferred into SAP ERP. What would you do to solve the problem? More than one answer is 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 2. You have to configure the download of business objects from SAP ERP to SAP CRM. Which steps are part of the initial download of the business objects from ERP to CRM? More than one answer is correct. a) Monitor downloads via the download monitor (Transaction R3AM1) b) Define block size for adapter objects (Transaction R3AC1) c) Assign subscriptions in the Administration Console (Transaction SMOEAC) d) Activate the replication & Realignment Queue (Transaction SMOHQUEUE) 3. What would you need to consider regarding data replication with SAP Middleware? Only one answer is correct. a) Data is replicated to sites as defined in subscriptions b) Data is replicated as per definition of Business Documents (BDOC's) c) Data is replicated to external systems as per definition in the respective adapters. d) Data is replicated to individual users for mobile replication data 4. You want to be notified when BDOC messages are not executed properly. How do you enable this? Only one answer is correct. a) BDOC Modeller b) Error handling settings c) Using LUW (Logical Unit of Work)

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Page 1: CRM Associate Exam 2011

1. You have been asked to solve a CRM Middleware problems. Business Partners created in CRM are not

being transferred into SAP ERP. What would you do to solve the problem?

More than one answer is 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

2. You have to configure the download of business objects from SAP ERP to SAP CRM. Which steps are

part of the initial download of the business objects from ERP to CRM?

More than one answer is correct.

a) Monitor downloads via the download monitor (Transaction R3AM1)

b) Define block size for adapter objects (Transaction R3AC1)

c) Assign subscriptions in the Administration Console (Transaction SMOEAC)

d) Activate the replication & Realignment Queue (Transaction SMOHQUEUE)

3. What would you need to consider regarding data replication with SAP Middleware?

Only one answer is correct.

a) Data is replicated to sites as defined in subscriptions

b) Data is replicated as per definition of Business Documents (BDOC's)

c) Data is replicated to external systems as per definition in the respective adapters.

d) Data is replicated to individual users for mobile replication data

4. You want to be notified when BDOC messages are not executed properly. How do you enable this?

Only one answer is correct.

a) BDOC Modeller

b) Error handling settings

c) Using LUW (Logical Unit of Work)

d) CRM Middleware with Computing Center Management System (CCMS) integration

Page 2: CRM Associate Exam 2011

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 that 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 criteria need to be defined in ERP only

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 Object Management

b) In the BDOC modeler

c) In the Data Integrity Manager

d) In the Administration Console

7. Which of the following best descripes the structure of Customizing Adapter objects?

Only one answer is correct.

a) They always contain more than one database table

b) They always contain one database table

c) They always contain a maximum of two database tables

d) They can contain one or more database tables

8. You are responsible for data load 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 Administration Control

c) Apply filters in the BDOC modeler

d) Apply filters in the Business Adapter Objects

Page 3: CRM Associate Exam 2011

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) Business Users should use CRM WebClient UI, advanced users can use the SAP GUI

b) Business Users should use CRM WebClient UI, Administrators can use the SAP GUI

c) Business Users should use CRM WebClient UI, Administrators can use either People Centric User

Interface (PCUI) or SAP GUI

d) Business Users should use CRM WebClient UI for Interaction Centre and PCUI for other processes

10. Your company is running SAP CRM and SAP ERP but not using the 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

b) Start the Virtual machine container (VMS)

c) Install CRM Internet Transaction Server (ITS)

d) Not possible without the Portal

11. There are several ways to adapt the WebClient UI application. Which of the following can be achieved

using the "Configuration Tool"?

Only one answer is correct.

a) Creating new customer specific fields

b) Maintaining view Skins

c) Adding /removing fields to/from a view

12. Links in the Navigation Bar have changed. What could be the reason for this?

More than one answer is correct.

a) Changes within the Org Model

b) Changes within the Business Role customizing

c) Change within the Navigation Bar profile

d) Changes within Web Client Skin

Page 4: CRM Associate Exam 2011

13. Business Roles are the key to a CRM implementation. What is controlled by the Business Roles?

More than one answer is correct.

a) The layout, technical & functional profiles

b) The Navigation Bar Profile, which in turn defines Work Center Pages, Work Center Link Groups and

Direct Link Groups

c) The Role Configuration Key and the associated PFCG roles.

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

15. You are in an upgrade project, upgrading 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 statement is true?

Only one answer is correct.

a) Authorization roles 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

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?

More than one answer is correct.

a) Direct Link Groups

b) Work Centers

c) Layout Components

Page 5: CRM Associate Exam 2011

17. The Business Partner model in CRM controls business partner roels which classify the account

according to their business function. Which of the following statement 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

18. In account management within SAP CRM, by which of the following objects is the number assignment

during account creation determined.

Only one answer is correct.

a) Account Type

b) Grouping

c) Role

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) Relationships (Product Master Relationships)

20. Which assignments in customizing can be implemented when setting up Organizational 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

Page 6: CRM Associate Exam 2011

21. Account classification influences 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

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

d) Attributes

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

24. The account hierarchy allows you to group accounts in a multi-level group hierarchy.

Which of the following are the two categories of account hierarchies?

More than one answer is correct.

a) Contract Management

b) Account Management

c) Pricing

d) Statistical

Page 7: CRM Associate Exam 2011

25. With reference to the Org Model in CRM, which of the following statements are correct.

Only one answer 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

26. Which of the following are true aspects of Org Management in CRM?

More than one answer is correct.

a) Definition of rules to determine the responsible Org Unit.

b) Definition of employee master data

c) Set up of Payroll processes

d) Multiple functions of an Org Unit

27. You need to enhance the product master in CRM with new fields.

Which of the following are the steps required?

More than one answer is correct.

a) Assign a set type to a product hierarchy

b) Create new attributes and a set type

c) Assign a product category to a transaction type

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

Page 8: CRM Associate Exam 2011

29. Which of the following strategies are supported for importing and maintaining business partner master

data in SAP CRM?

More than one answer is correct.

a) ELM (External List Management)

b) Internet self-registration through web shop

c) Download from SAP ERP

30. Your customer is discussing a hierarchically structured marketing project in SAP CRM. The customer

makes 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

31. Which of the following are functional enhancements of the Service Contract that generates follow-up

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

32. For marketing purposes, your customer plans to create target groups based on attributes; hobbies,

region & sales volume. What data sources would you suggest for segmentation?

More than one answer is correct.

a) Info Sets

b) Marketing attribute sets (from aconuts)

c) Business Intelligence Info Cubes

Page 9: CRM Associate Exam 2011

33. Which of the following are Key Elements of Opportunity 'Sales Methodology'?

More than one answer is correct.

a) Buying Center

b) Case Management

c) Sales Assistant

d) Opportunity Assessment

Also Buying Center, Competitor Analysis, Opportunity Plan and Project Goals are elements of Opportunity "Sales Methodology"

34. Your customer asks you for diffenrence in 'Quotations' & 'Sales Orders'.

Which of the following is possible 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

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?

More than one answer is correct.

a) Sales Orders can be created with reference to an Opportunity

b) Sales Orders can be transferred to SAP 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

36. Which statements are correct regarding the analytical capability of SAP CRM?

More than one answer is correct.

a) SAP CRM Analytics enables prediction of customer behavior

b) Analysis scenarios provide predefined packages & content for controlling customer focused

processes

c) SAP CRM Interactive Reporting can be used to analyze objects like activities, leads and

opportunities

d) SAP CRM Analytics must always sit under the BI server

Page 10: CRM Associate Exam 2011

37. Which of the following are relevant documents within the Service process in SAP CRM?

More than one answer is correct.

a) Service notification

b) Billing document

c) Service Order

d) Opportunity

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

39. Which of the following processes among others, belongs to the SAP CRM Sales?

More than one answer is correct.

a) Activity Management

b) Complaint Management

c) Account & Contract Management

d) Territory Management

40. Within the Marketing environment, the graphical modeler is used to create profiles and target groups.

Which statement is correct within this environment?

Only one answer is correct.

a) A profile can belong to different profile sets

b) A profile can have a target group assigned

c) Each target group must belong to a profile set

Page 11: CRM Associate Exam 2011

41. A business scenario requests you to create a Customer specific Quotation type. After having created the

transaction type, what additional configuration is necessary?

More than one answer is correct.

a) Maintaining header category determination

b) Maintaining item category determination

c) Maintaining copy control

42. Your company is implementing SAP CRM and SAP ERP in Phase I. They are planning a Phase II 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 I – II, this would also ensure that the

resources are available

b) SAP Solution Manager should be implemented at the beginning of Phase I as it is only used for

project planning & configuration via roadmaps. If we don’t implement it in Phase I we should not

implement it at all

c) SAP Solution Manager should be implemented at the beginning of phase I, as it can help configure

the system via roadmaps and it is required by SAP for software maintenance of SAP CRM and the

other SAP systems in our landscape

43. What is integrated in SAP ERP system that acts the same way as an adapter in SAP CRM for

communicating with other systems?

Only one answer is correct.

a) Netweaver

b) Middleware

c) Interaction Modeler

d) Plug In

44. Your company is deciding whether to use Netweaver Portal where users will be primarily involved with

SAP CRM. You believe that an solution not including Netweaver Portal (CRM Stand-alone) is the best

one to pursue. Which of the following is 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 Web Client requires Netweaver Portal, but it could be just a ‘federated’ portal making

installation easier.

Page 12: CRM Associate Exam 2011

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?

More than one answer is correct.

a) Logistics execution

b) Billing

c) Campaign Management

d) Service Contracts

46. Your company is evaluating SAP MDM (Master Data Management) as part of a long term software

landscape. Which problems will it help solve?

More than one answer is correct.

a) It would help reduce issues created by duplicate business partner numbers

b) It automates the creation of price conditions across the whole landscape, reducing pricing errors

c) It would consolidate creation of "BoM" in one system with an automated distribution into other

systems

47. Which of the following are the Key Capabilities of the CRM Solution?

More than one answer is correct.

a) Partner Channel Management

b) Survey Application

c) Field Applications

d) eCommerce

48. You are tasked with creating an Organizational Model I SAP CRM. The client wants to use both Sales &

Services in SAP CRM, and Logistics in SAP ERP. One of the organization elements is called 'Singapore

Sales & Services'. Which of the following are relevant questions to ask the client?

More than one answer is correct.

a) Is the SAP CRM Org Model to be used via RFC calls from SAP ERP? This will allow us to keep only

the SAP CRM Org Model and not create a SAP ERP Org Model at all.

b) Is the Org Model to be used in automatic Org determination in SAP CRM?

c) Do we want the same Org Model to be used for both Sales & Services or should we create a Service

Org Model and a Sales Org Model separately in SAP CRM?

Page 13: CRM Associate Exam 2011

49. A Sales Order can be created via several channels in SAP CRM.

Which application be integrated with SAP CRM to ensure that the order is delivered on time?

Only one answer is correct.

a) SAP SCM

b) SAP EVM

c) SAP SRM

d) SAP BI

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

51. Which of the following are factors used in tem category determination customizing?

More than one answer is correct.

a) Item category group

b) Transaction Type

c) Org Data Profile

d) Item category of higher level

52. Within activity transactions, which of the following can be used to record 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

Page 14: CRM Associate Exam 2011

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

54. Starting from Quotation Document, you would like to create a follow-up on ' Sales Order'.

Which of the following does not belong to copy 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'

55. Your customer wants to use a new business activity for capturing trade fair contacts that can be used as

follow-up documents for leads. Which of the following settings are mandatory to fulfill these

requirements?

More than one answer is correct.

a) Define a transaction type for the Trade Fair contacts using a leading business category 'Business

Activity'

b) Setup Copy Control for source transaction type 'Lead' and target transaction type 'Trade Fair contact'

c) Maintain Item Category determination for the Trade Fair contact

d) Implement a BADI for Copy Control

56. Which of the following statements regarding basic customizing of business transactions are correct?

More than one answer is 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

Page 15: CRM Associate Exam 2011

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

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 Centre

b) Partner Channel Management

c) Web Channel

d) Field Applications

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?

More than one answer is correct.

a) The brand owner and partners have access to SAP CRM UI via different roles

b) Workflow can be used to distribute leads created by the brand owner to appropriate partners

c) Collaborative showrooms can be used to incorporate partners into your overall eCommerce strategy

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

Page 16: CRM Associate Exam 2011

61. The scratch pad is a useful feature in the Interaction Center. Which of the following are true of the

scratch pad?

Only one answer is correct.

a) Agents can enter text into the scratch pad at anytime during the customer interaction

b) Import of scratch pad is possible only for Sales Orders

c) The content of the scratch pad will be automatically stored with the contact once the interaction has

ended

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 Web Client. Which

of the following is such one feature?

Only one answer is correct.

a) Communication Management System (CMS) integration

b) SAP Netweaver Portal integration

c) SAP ERP integration

d) BI integration

63. There are standard tasks performed by Interaction Centre Manager. Which of the following activities can

be related to the Interaction Centre Manager?

Only one answer is correct.

a) Rule Policy creation

b) SLA Definition

c) Script forwarding

64. Within the SAP CRM field application environment, which object is used to setup sites and to influence

the data distribution logic from a business perspective?

Only one answer is correct.

a) Administration Console

b) BDOC modeler

c) Mobile application studio

d) Business Role

Page 17: CRM Associate Exam 2011

65. For SAP CRM Field applications, which of the following features & functions are available on the laptop

without connecting to the SAP CRM Server?

More than one answer is correct.

a) Determination of prices and discounts

b) Creation of quotations

c) Maintenance of Calendar entries

d) Availability check

66. In SAP CRM Quotations Management, your customer has a requirement that all quotes, that has 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

67. Your customer wants to do billing from SAP CRM rather than from an ERP or external billing system.

Where is it controlled that billing will take place in SAP 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

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

More than one answer is correct.

a) A Billing Unit is the SAP 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

Page 18: CRM Associate Exam 2011

69. Which of the following statements regarding pricing in SAP CRM business transaction 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 can be copied from Quotation or Contract into the Sales Order

d) A Transaction Type can have only one condition type

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) Incompletion procedure of the transaction type

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

More than one answer is correct.

a) Input processing

b) Order integration

c) Billing

d) Output processing

72. What customizing settings are required for condition technique in pricing?

More than one answer is correct.

a) Assignment of condition types to pricing procedure

b) Assignment of access sequence to condition types

c) Assignment of condition table to access sequence

d) Assignment of pricing procedure to transaction type

Page 19: CRM Associate Exam 2011

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 processing

c) Condition type

d) Partner category

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

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 specific condition type

d) Determine the applicable tax based on ship to party

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

Page 20: CRM Associate Exam 2011

77. Which capabilities are offered by partner processing within SAP CRM?

More than one answer is correct.

a) Partner processing determines which internal & external partners are involved

b) Partner processing determines which sources the system should use to find involved partners

c) Partner processing determines which partners are mandatory within business transactions

78. In pricing, which of the following statements are correct for condition maintenance?

More than one answer is correct.

a) A condition maintenance group bundless 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 (GCM) in CRM system can be carried out by using the CRM Web UI

d) In General Condition Maintenance context, you can maintain conditions that are in the condition

maintenance group and that are assigned to the GCM

79. Actions in CRM can trigger which of the following process?

More than one answer is correct.

a) Smartform mail

b) Workflow

c) SAP Script

d) Methods

80. SAP CRM overcomes the challenges facing sales and service managers in activities such as _________

the sales targets, implementing the necessary strategies and analyzing the sales results.

What is the missing word?

a) Planning

b) Scheduling

c) Exhibiting

d) Displaying

Page 21: CRM Associate Exam 2011

81. Which of the following functions and features are available in the sales manager portal?

More than one answer is correct.

a) Automation of processes

b) Accessibility at selected times

c) Transaction reviewing by business owners before processing

d) Automation of teamwork

e) Monitoring and analysis of sales performance

82. The quarterly sales meeting is about to take place and the sales and service manager needs to report

the sales figures to the management board. Which of the following analytics can the sales manager

perform?

More than one answer is correct.

a) Use the sales performance analysis to view overall figures for the department

b) Ask all account managers to provide their up-to-date sales figures for their customers and territories

c) Communicate the sales targets to the account managers with an individual plan for each

d) As the quarter progresses, monitor the current figures to see whether the targets will be fulfilled

83. SAP CRM solution provides the tools to help you sell products and services, and to contact potential

customers that need the product and service

Only one answer is correct.

a) Agree

b) Disagree

84. A task in SAP CRM helps account managers and sales reps. Which of the following activities describes

the task?

More than one answer is correct.

a) Type of activity in activity management

b) Contains information about anything

c) Not linked to any business partners

d) Indicated as private reminder

Page 22: CRM Associate Exam 2011

85. Business processing always contains information about the business partner involved in the activity and

the date on which it takes place. Examples of business activities are telephone calls, letters or customer

visits.

Only one answer is correct.

a) Agree

b) Disagree

86. Which of the following challenges may have been faced by interaction center agents?

More than one answer is correct.

a) Not having single point of access to handle a call

b) Not having scripts while interacting with the customer

c) Wanting to sound well informed

87. Which of the following IC Web Client features are used by interaction center agents?

More than one answer is correct.

a) Activity clipboard

b) Flipcharts

c) Scratchpad

d) Interactive scripts

88. Which of the following tools are used by the interaction center agent for efficient and effective interaction

with the customer

More than one answer is correct.

a) Business transcation views to handle service orders

b) Interactive scripts to guide though the customer interaction

c) Easy-to-Search knowledge base

d) Alerts to advise agents

Page 23: CRM Associate Exam 2011

89. In the confirmation phase, you confirm the working times and the ____ used or the____used as

expenses for services.

Only one answer is correct.

a) Material/Spare parts

b) Materials/Specific tools

c) Break times/Spare parts

d) Break times/Specific tools

90. The IBase facilitates product improvements and quality management by tracking the services performed

on products and their installations.

Only one answer is correct.

a) Agree

b) Disagree

91. Which of the following benefits are realized from retrieving up-to-date customer information from SAP

CRM?

More than one answer is correct.

a) You can confirm your completed customer service requests

b) You can resolve customer service issues in a timely manner

c) You can not ensure consistency of service

d) You can report your availability to your manager for upcoming assignment

92. Which of the following SAP CRM marketing scenarios describes using a framework for planning,

structuring and budgeting marketing projects?

Only one answer is correct.

a) Campaign Management

b) Customer Segmentation

c) Interaction Center Planning

d) Marketing Planning

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93. Campaign analysis involves ______ markets, competition, previous campaigns, as well as looking at the

budget of the campaign and determining how the funds were distributed

Only one answer is correct.

a) Analyzing

b) Determining

c) Correcting

d) Informing

94. Targeting any customer with whom you have been in contact means higher success rate in the

marketing campaign?

Only one answer is correct.

a) Agree

b) Disagree

95. Which of the following tools are used for campaign analysis, planning and customer segmentation?

More than one answer is correct.

a) Segment Builder

b) Interactive Script

c) Marketing Planner

d) Fact Sheet

96. Select all the activities that are part of a call preparation process?

More than one answer is correct.

a) Select a call list

b) Review interaction history

c) Review interactive script

d) Execute the call

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97. How does the interaction center agent use the call list and the fact sheet to prepare for a call?

More than one answer is correct.

a) By reviewing campaign information

b) By reviewing these documents to prepare for the call

c) By segmenting customers in target groups

d) By reviewing these documents while on call

98. SAP CRM helps overcome the challenges of call preparation by providing critical information to

interaction center agents before they interact with the customer.

Only one answer is correct.

a) Agree

b) Disagree

99. Interactive scripts provide Interaction Center Agents with______ questions and predefined responses for

each step of the interaction with the customer.

Only one answer is correct.

a) Challenging

b) Scripted

c) Demanding

d) Difficult

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100. How does the IC Web Client scripting facilitate call processing?

Only one answer is correct.

a) Scripts can be manually or automatically opened

b) Scripts can guide the interaction center agent through the call

c) Scripts allow the interaction center agent to capture customer data

d) All of the above

101. In the opportunity process phase, the opportunity is:

More than one answer is correct.

a) Created by the interaction center agentb) Initiated by the customer

c) Sent to the responsible Account Manager

d) Closed before sent to the responsible Account Manager

102. After the opportunity is created in the IC Web Client, where does the Interaction Center Agent change the campaign-related activity to Completed?

Only one answer is correct.

a) Call listb) Mobile Client

c) Opportunity

d) Notes

103. Which of the following are important in analyzing the call execution process?

More than one answer is correct.

a) Customer loyaltyb) Completion status

c) Status of the calls and the call lists

d) Total number of attempts that were made

104. Which reports are used to analyze interaction center activities?

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More than one answer is correct.

a) Interaction Center Statistics Reportb) Interactive Scripting Evaluation

c) Customer Interaction Optimization with Real-Time Analytics

d) Customer Interaction Times

105. The call monitoring reports allows you to see the number of opportunities that are generated?

a) Agree

b) Disagree

106. Which of the following are key details of opportunity management?

More than one answer is correct.

a) Use of opportunities within Mobile Sales ensures that Account Managers follows specific stepsb) Opportunity Management allows you to tailor a sales methodology especially to suit your business

processes

c) The sales cycle always starts with an opportunity and results in a sales order

d) Opportunity Management helps you to record detailed information and share it among sales team members

107. An Account Manager visits a customer. The customer is very interested in the product and

asks for a quotation. The Account Manager can create this quotation in offline mode?

Only one answer is correct.

a) Agree

b) Disagree

108. What are the common challenges faced by the Account Manager while preparing for the

customer visit?

Only one correct answer.

a) Multiple information sources

b) Less time to prepare

c) Unavailability of correct information

d) All of the above

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109. How can the Account Manager gain customers trust?

More than one correct answer.

a) Knowledge of customers city guide

b) Knowledge of competition and market trends

c) Knowledge of customers needs and objectives

d) In-depth knowledge of products, services and benefits

110. What are the additional sources of information about the customer that may be useful when

preparing for the visit?

More than one answer is correct.

a) Marketing Calendar

b) Research on the Internet

c) BW Workbook

111. What are the benefits of using document attachment feature to attach documents to an

activity?

More than one answer is correct.

a) Attachment can be exported to mobile client or network for sharing with the team

b) Attachment can be used to avoid sharing of information with the sales team

c) Attachment helps increase the size of the activity

d) Attachment enhances the activity by providing additional information

112. Why is it important to maintain business activities related to sales cycle?

More than one answer is correct.

a) To determine the status of an activity and plan sales effort accordingly

b) To complete formality of data update

c) To provide a better overview of the activity

d) To ensure smoother sales operation for the entire sales team members

113. As a Account Manager, you have just sent your customer a quotation for a product that the

customer requested. In the entire quotation creation process, at what point does the actual

quotation get created?

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Only one answer is correct.

a) After product configuration

b) After customer interaction

c) After determining the price of the product

d) After the Interaction Centre Agent finds a Sales Opportunity for the sale of the product

114. Which of these functions is an optional Mobile Sales function, that is used in sales order

creation, and leverages from SAP Advanced Planning and Optimization (APO)?

Only one answer is correct.

a) Create sales order

b) Check Product Availability

c) Determine Conditions

d) Generate Order Document

115. What is the purpose of Service Level Agreement (SLA)?

More than one answer is correct.

a) Define business time frame

b) Bring clarity between customer's requirements and the organization's services

c) Make automated contract determination

d) Decide revenue items

116. Sales Analytics consists of sets of analytical ______ covering the entire sales cycle.

The missing word is?

a) Services

b) Objects

c) Data

d) Sequences

117. The Incentive and Commission Management scenario allows you to create, manage and

report on incentive and commission compensation plans within your organization.

a) Agree

b) Disagree

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118. Which one of the following individuals clarifies customer queries about the quotation before

creating the service contract?

Only one answer is correct.

a) Sales Representatives

b) Service Manager

c) Warehouse Manager

119. What are the benefits of a service contract?

More than one answer is correct.

a) Ensure high service availability and defined response times

b) Maintain long-term relationships

c) Control costs

d) Increase product sales

120. Why is the Survey module important for the customer service scenario?

More than one answer is correct.

a) To determine customer satisfaction level

b) To resolve customer queries

c) To increase customer satisfaction

d) To identify improvements in quality of customer services

121. The solution database is a repository of information that gives you automatic suggestions for

solutions.

a) Agree

b) Disagree

122. What are the benefits associated with making the customer aware of the Internet Customer

Self Service (ICSS)?

More than one answer is correct.

a) Reduces total cost of customer service in the organization

b) Delivers a personalized, one-2-one service to customers

c) Expands the reach of low or no cost to your customers

d) Maximizes interaction center agent calls

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123. The field service rep performs the services as described in the service plan, confirm working

time and material used and document the inspection results. Service items are assigned to

them by _____.

What is the missing word?

a) Work plan

b) Service Order

c) Resource Planner

d) Service Scope

124. In the field service representative finds that everything is fine with the equipment, what is he

likely to do?

Only one answer is correct.

a) Update the PDA with the information

b) Update next time, as nothing was really done

125. Which activity is likely to be performed by the field service representative after data

maintenance?

Only one answer is correct.

a) Invoice the customer

b) Perform synchronization

c) Check what needs to be performed

126. Service analytics provides you with the relevant content that enables you to _______, ______,

______ and optimize your customer relationships.

What are the 3 missing words?

a) Measure

b) Predict

c) Plan

d) Strategize

127. In account management in SAP CRM 7.0, life cycle stages allow you to retain the different stages of a business partner over time. Which statements are true concerning these life cycle stages?

There are more than one correct answer.

a) More than one life cycle stage can be assigned to a business partner at a time

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b) Life cycle stages are freely definable in customizing

c) Life Cycle stages can automatically determine the roles assigned to the business partner

d) Account life cycle is delivered as a hidden function and must be activated in the UI configuration tool.

e) Account life cycle replaces the business partner classification such as prospect, customer etc.

128. For what can you use the marketing organization characteristic?

More than one answer is correct.

a) For identification of planning profiles b) For workflow routing

c) For cost planning

d) For mapping to objectives and tactics

e) For authorization checks

129. Set types in the product master of CRM can be displayed on various views. What is contained in these set types?

One correct answer

a) Base Hierarchiesb) Field Groups

c) Profile Sets

d) Attributes

e) Characteristics

130. What are examples of a business transaction in CRM?

There are more than one correct answer.

a) Campaignsb) Service Confirmations

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c) Appointments / Meetings

d) Rebate agreements

e) Call Lists

131. What statements are correct for Marketing Attributes?

More than one answer is correct.

a) Marketing Attributes can be assigned to a business partner.b) Marketing Attributes always can have only one value selected.

c) Marketing Attributes can only be assigned to one attribute set.

d) Marketing Attributes can be used in the CRM Web Channel.

132. Service Contracts are long-term agreements between customers and companies. What are the key elements of a Service Contract within CRM?

More than one answer is correct.

a) Product Proposalsb) Object List

c) Service Level

d) In House Repairs

e) Billing Plan

133. Which of the following SAP software components can be integrated with SAP CRM to allow you to compile and synchronize all relevant data utilized for monitoring and measuring the success of your enterprise?

Please choose the correct answer.

a) SRMb) HCM

c) BW

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d) SCM

134. You have been made responsible for the initial data load from SAP ERP to SAP CRM. What categories of data do you have to consider?

More than one answer is correct.

a) Customizing Objects

b) Condition Objects

c) Business Objects

d) CRM Specific Objects

e) Corporate Objects

135. There are different levels of flexibility needed by various users when it comes to access to CRM Business roles. For example, the project team and the software testing group need quick access to many different roles while end users get only one role and hardly ever need to change it. What option do you have to assign roles to these types of users?

More than one answer is correct.

a) For end users assign a role using the user parameter CRM_UI_PROFILE.b) For software testers and the project team allow them to change their role using the user

parameter CRM_UI_PROFILE.

c) For end users, assign the CRM business role to a position on the organizational model when they log in they will be prompted to select their appropriate position.

d) For software testers and the project team allow them to change their role with the BSP application CRM_ROLE_SELECTION.

e) For End Users, assign the CRM business role to a position on the organizational model and then assign their user id or the business partner connected to them to the same position.

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136. In partner processing for CRM business transactions, what are possible data sources to find Business Partners to the access sequence?

More than one answer is correct.

a) Group Hierarchyb) Preceding transactions

c) Target Groups

d) Buying Centre

e) Business Partner Relationships

137. Which of the following strategies are supported for importing and maintaining business partner master data in SAP CRM?

a) Internet Self-Registration in web shopb) External listc) BI Analyticsd) Download from SAP ERP

138. Your customer wants to use SAP CRM for billing, which one is not a CRM billing function?

Only one answer is correct.

a) Input processingb) Billingc) Output processingd) Billing order integration

139. You are using SAP CRM, and you want certain partner be made mandatory in the a CRM transaction?

Only one answer is correct.

a) Using the minimum occurrence for the respective access sequenceb) Using the minimum occurrence for respective partner function in partner determination procedurec) Incompletion procedure of the transaction typed) Using the mandatory flag within the partner function itself