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Question 1:

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

Correct Answer: C


Question 2:

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

Correct Answer: D


Question 3:

Which of the following can you create using the Application Enhancement Tool?

Note: There are 2 correct answers to this question.

A. Calculated fields

B. Database tables

C. Enhancement spots

D. Component enhancements

Correct Answer: AB


Question 4:

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.

Correct Answer: C


Question 5:

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.

Correct Answer: C


Question 6:

Which of the following objects can be directly assigned to a navigation bar profile? Note: There are 2 correct answers to this question.

A. Layout profile

B. Work centers

C. Business roles

D. Direct link groups

Correct Answer: BD


Question 7:

You can implement extended UI enhancements by using the component enhancement concept.

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 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.

Correct Answer: ABE


Question 8:

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

Correct Answer: B


Question 9:

Which assignments do you have to make in Customizing when setting up the condition technique for pricing?

Note: There are 3 correct answers to this question.

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

Correct Answer: BCE


Question 10:

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

Correct Answer: C


Question 11:

Which of the following are standard CRM Web Channel scenarios?

Note: There are 2 correct answers to this question.

A. Business to Consumer (B2C)

B. Business to Business (B2B)

C. Business to Partner (B2P)

D. Business to Employee (B2E)

Correct Answer: AB


Question 12:

Which of the following tasks are performed by users assigned to the standard Interaction Center Manager business role?

Note: There are 3 correct answers to this question.

A. Maintain categorization schemas.

B. Manage call lists.

C. Create rule policies.

D. Process the agent inbox.

E. Maintain Internet Transaction Server settings.

Correct Answer: ABC


Question 13:

For what purpose would you use account hierarchies?

Note: There are 2 correct answers to this question.

A. Account classification

B. Pricing

C. Contract management

D. Reporting

Correct Answer: BD


Question 14:

Which of the following are part of a typical SAP CRM service process?

Note: There are 2 correct answers to this question.

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

Correct Answer: BD


Question 15:

What tasks does an Interaction Center agent typically perform?

Note: There are 3 correct answers to this question.

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.

Correct Answer: ABC


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