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CRM2007 Service-1 © Copyright IBM Corporation 2008

ANSWER KEY

CRM 2007 Service-1

1. In the Service Management Process, the Service Quotation document


is created before assigning a Service Employee.
a. True
b.

2. Which of the following scenarios is not covered by SAP CRM service?


a.
b.
c. Lead Management
d.

3. Arrange the steps of the service order process in the correct order.
a. Create Quotation -- 2
b. Inquiry about service -- 1
c. Assign service employee -- 4
d. Customer accepts quotation -- 3
e. Perform service and confirm it -- 5
f. Billing and analysis -- 7
g. Confirm order with customer -- 6

4. Creating a quotation is a prerequisite for creating a service order.


a.
b. False

5. Of the functionalities listed below, which can be utilized to represent


company’s task related functional structure?
a.
b.
c. Organizational Management
d.

6. Describe an Installed base.


Installed Base represents customer’s assets for which service is
offered.

7. Installed Base in a CRM system is linked to Equipment in the ECC


system.
a. True
b.

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CRM2007 Service-1 © Copyright IBM Corporation 2008

8. Is Service represented as a type of product in the CRM system?


a. Yes
b.

9. The times when a customer is entitled to receive a service is called –


a.
b. Service Profile
c.
d.

10. Service Confirmation is a necessary step, which helps in confirming


the resources consumed.
a. True
b.

11. Service Confirmation Processing can be integrated with ECC.


a. True
b.

12. A Service Confirmation document can be created -


a.
b.
c. Both a and b

13. A Service Confirmation document can update an Installed Base.


a. True
b.

14. In the Interaction Center, interaction record details can be copied to


the Service Order.
a. True
b.

15. Qualification requirement of a service employee can be captured in


the service order.
a. Yes
b.

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