Which of the following is not a part of CRM Organizational Management?
Please choose the correct answer.
Response:
A. Organizational group
B. Organizational Object
C. Organizational Unit
D. Organizational Access
Which of the following are part of CRM e-service solution?
There are 4 correct answers to this question.
Response:
A. Installed Base Management
B. Billing and Payment
C. Knowledge Management
D. Complaints and Returns Management
E. Customer Segmentation
Which of the following processes are included in SAP CRM Sales? There are 3 correct answers to this question.
Response:
A. Complaints Management
B. Account and Contact Management
C. Case Management
D. Activity Management
E. Opportunity Management
There are standard tasks performed by the Interaction Center Manager. Which of the following activities
can be related to the Interaction Center manager?
Please choose the correct answer.
Response:
A. Rule policy creation.
B. SLA definition.
C. Script forwarding.
D. User rules creation
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?
Please choose the correct answer.
Response:
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.
D. Target groups are assigned to a (Only One) Profile or a Profile set and not directly to the marketing plan.
The navigation bar can include which of the following? There are 3 correct answers to this question. Response:
A. Application search launches.
B. An URL link
C. SAP NetWeaver BI reports and analysis
D. Transactions in other systems.
You have some new agents working in the interaction centre. What functionality can you use to guide them
better in their conversation with the customers.
Please choose the correct answer.
Response:
A. Interactive Scripting
B. Knowledge Article routing
C. Service level workflows
D. User level workflows
Which of the following tools allow you to change field labels on an SAP CRM WebClient UI view?
There are 2 correct answers to this question.
Response:
A. Application Enhancement Tool
B. Design Layer Customizing
C. UI Configuration Tool
D. UI Personalization
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?
Please choose the correct answer.
Response:
A. Account Grouping
B. Business Partner Category
C. Account Type
D. Classification
What are the different types of `Logical Links' available in customizing?
There are 4 correct answers to this question.
Response:
A. Link
B. Work Center
C. URL
D. Launch transaction
E. BI Report
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