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CR010, CR100, CR500 – Sample Questions
• • • • • All the material used in this guide is found in the course material for CR010 CRM Overview, CR100 – CRM Basics (Billing section to be added), and CRM500 (to be added) There are sections for each section of the course work and each section has a list of questions. For each question, pick all the options (one or more) that apply. There is an answer list at the end of the document where you can check your answers after you’ve attempted the sample questions. Please note that these questions are NOT representative in any way of the questions on the certification test. The intent of these questions is only to prompt you to review the applicable course materials. GOOD LUCK!!
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CR010 – Sample Questions
Sections: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Overview Introduction CRM Architecture CRM Master Data Business Transactions in CRM Marketing Planning and Campaign Management Internet Sales CRM Interaction Center CRM Mobile Summary
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CRM Overview Introduction
Winning models are driven by three core elements called what? CRM Core Value Optimization Integrated Values Customer Optimization The three core elements of Customer Value Optimization are: Personalization Collaboration Customization Integration Individuality __________ is the core value when customer driven solutions supersede product selling. Personalization Collaboration Customization Integration Individuality ____________ is the core value when end to end sense and respond information flow which caters for the entire business process and supersedes make and sell silo flows. Personalization Collaboration Customization Integration Individuality ____________ is the core value that multi enterprise value networks share information and supersedes vertically integrated chains. Personalization Collaboration Customization Integration Individuality Three essential contact channels currently available to the customer in sales are: Direct Sales Publications Interaction Center Interactive selling Internet
No questions for this section
2.1 A. B. C. D. 2.2 A. B. C. D. E. 2.3 A. B. C. D. E. 2.4 A. B. C. D. E. 2.5 A. B. C. D. E. 2.6 A. B. C. D. E.
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2.7 A. B. C. D. E. 2.8 A. B. C. D. E. 2.9 A. B. C. D. E. 2.10 A. B. C. D. 2.11 A. B. C. D. 2.12 A. B. C. D. 2.13 A. B. C. D. 2.14 A. B. C.
____________ is the sales method that traditionally involves a sales or service rep meeting with the customer directly. Direct Sales Publications Interaction Center Interactive selling Internet _____________ is the central point where all calls and phone interactions take place. Direct Sales Publications Interaction Center Interactive selling Internet _____________ consists of using the Internet to buy and sell. Direct Sales Publications Interaction Center Interactive selling Internet The goal of CRM as a business concept is to: Decrease time required to be spent with the customer Show one face to the consumer Provide easier access to consumers Enable all employees in contact with the customer to be informed of all past interactions by all contact channels CRM Direct sales differs from traditional sales in that CRM Direct Sales: Deals with decentralized information about customers Enables all information to be available to everyone Typically only allows limited information to be passed to other agents Enables representatives in the field to have hands on knowledge of all interactions Interaction Center with CRM differs from Traditional Interaction Center in that CRM Interaction Center: Individual departments deal with incoming calls Contact is only by phone Integration of email, automated response systems and customer self service There is centralized solutions and knowledge management The sales and purchasing of products on the Internet is based on what scenarios? Business to Consumer Internet Sales Internet Service Business to Business What forms the analytical part of the CRM Solution? Business Warehouse CRM Performance Analysis Strategic Enterprise Management Page 4 of 86
15 A. D.D. 2. E.16 A. B.18 A. B.17 A. C. CRM Operative Processes Data from where is copied from SAP Business Warehouse and processed? CRM Operative Processes Accounting CRM Performance Analysis Human Resource Management Logistics Connecting to what enables you to include planning data in the evaluation alongside operative data? Business Warehouse CRM Performance Analysis Strategic Enterprise Management CRM Operative Processes Evaluations are structured so that what perspectives have a balanced relationship? Intelligence Finance Customer Internal Processes Learning and Growth Because of the balance relationship for evaluations. what are visible and measurable? Single module cause and effects chains Cross module cause and effects chains What organizational levels are available for CRM Performance Analysis? Group Based Role based Topic Based Time Based Page 5 of 86 .19 A. B. 2. C. D. 2. C. D. 2. 2. D. B. B. E. C.
B. C. 3. D. D.3.0 3. B. is accessible via Interaction Center and Internet. mySAP CRM is the sum of all CRM functions and incorporates not only CRM components but also what other components? Advance Planner and Optimizer Business Information Warehouse Human Resource Management SAP R/3 As of what release does CRM offer a flexible architectural CRM landscape? 3.0 3.4 A. 3. C. B. D. Check availability of resources. Enable access to the system via various channels and connections to other systems.0 5. B. C. C. 3.5 A. is possible to connect multiple R/3 backend systems as well as non –SAP systems. D. C. 3. The application components supported by the CRM architecture include: Products Business partners Interaction Center Marketing The business objects supported by the CRM architecture include: Products Business Partners Interaction Center Marketing What layer of the architecture supports the controlled data exchange with other systems? Application components Business objects Business Information Warehouse Middleware Page 6 of 86 . D. B. 3.1 4.3 A.2 A.0 CRM is considered to have a flexible architecture landscape because: It It It It utilizes CRM functions as well as incorporating other components. Provide performance analysis. B. C.6 A. has adapted middleware.7 A. D. 3. CRM Architecture The CRM application incorporates a central CRM server and a series of extensions that: Process CRM-specific information. C.1 A. D. B.
B. B. C. D. B. B.10 A.14 A. 3. B. B. C. 3. 3. 3. Especially for mobile clients. C. C.3. 3. D.9 A.11 A. D. The APO is: Located within the middleware and available to replicate information.13 A. 3. master and transactional data from the CRM system Initial transfer of customizing. D. C. what ensures consistent and up-to-date data set on the distributed local databases? Software adaptors Message queuing Replication system Business Information Warehouse What ensures the delivery and processing data? Software adapters Message queuing Replication system Business Information Warehouse What is used to connect to external systems? Software adapters Message queuing Replication system Business Information Warehouse Data is exchanged between the CRM system and the R/3 system primarily through: Software adapters CRM Middleware R/3 Middleware Business Information Warehouse A plug-in installed where acts as a counterpart to the R/3 adapter supporting the communication of data between the two systems? R/3 system CRM system 3rd party system The initial data transfer includes what? Initial transfer of customizing. F. E. 3.15 A.8 A. master and transactional data to the CRM system Bi-directional transfer of customizing. D. Page 7 of 86 . master and transactional data Bi-directional delta data Delta data to the CRM system Delta data from the CRM system The Advanced Planner and Optimizer (SAP APO) can be used to confirm if order materials are available. C.12 A. C. A component of CRM. The Business Information Warehouse: Is only used as a data source for CRM. B. Is used in supply chain management but integrated with CRM.
B. C. B.B. B. C.18 A. Can contain data for consolidation and analysis. C. 3. D.22 A.19 A. B. exported from CRM to an external index server.16 A. C. The CRM component is accessed via what application components to offer access via web browsers? Internet Sales Internet Customer Service Interaction Center R/3 The Internet application components are available via: Middleware Index server J2EE Webserver For Internet users. D. C. D. D. D. C. D. stored within the BW. B. 3. Is a component of CRM. C. the product catalog: Is Is Is Is stored with CRM Database. C. B. 3. 3.17 A. Is used to exchange data between CRM and other SAP components. 3. D. imported to CRM from R/3. D.20 A. 3.21 A. the platform is considered: A closed An open An open A closed SAP proprietary platform SAP proprietary platform non-SAP proprietary platform non-SAP proprietary platform For faster access to product data. B. What component provides configuration and pricing data for web applications? Internet and Pricing Customization Product Catalog Internet and Pricing Configurator Pricing Index The Interaction Center architecture supports telephone and e-mail connections using standard SAP Interfaces that include: SAPphone ATO CTI SAPConnect CTI vendors must be certified through what SAP program? Platinum Program Complementary Software Program SAP Vendor Certification Program Computer Solutions Program Page 8 of 86 . 3.
3. D.24 A. C. C. C. D. C. B.25 SAPphone forms an interface between what? CRM application and CTI CTI and telephone switch CRM application and Web server CTI and Web server What supports the complete e-mail cycle from and to the business partner? SAPconnect interface in connection with the e-mail server SAPconnect interface in connection with SAP workflow E-mail server in connection with SAP workflow CRM application in connection with the e-mail server SAP together with various external software partners offers you the possibility to integrate different contact channels to optimized processes in the Interaction Center permanently according to what parameters? Contact type Available business objects Business activity direction Different customer status The data available to mobile users includes: All data with no restrictions Data for all customers Data in their area of responsibility Only assigned customer data Mobile data is updated by regular data exchanges between: Laptops and central server Laptops and R/3 Laptops and BW Laptop and web server The communication station serves as a: Mobile client Translation instrument between various data environments Middleware tool CRM plug-in The CRM plug-in is located on the: Communication station CRM server Web server R/3 system A. B.23 A. 3. 3. C. C. 3.28 A. B. C. Page 9 of 86 . D. D.27 A. B. B. D.29 A. D. 3. B.26 A.3. 3. B. D.
D. B. B. can be created multiple times for transactions that they participate in.3 A. 4.5 A. A business partner category is required information when setting up a business partner. C. B. Which of the following statements about business partners are false? Business partner can be created once in the system. 4. Business partner can have different relationships defined.6 A. Only one business partner category can be created for a business partner. B. The business partner category of a business partner can be changed at any time.4 A. Page 10 of 86 . C. D. The business partner category determines in which fields the user can enter data. What are the three areas of business partner configuration? Business Business Business Business partner partner partner partner grouping configuration category role Which of the following determines field control? Business Business Business Business partner partner partner partner grouping configuration category role Which of the following determines number range? Business Business Business Business partner partner partner partner grouping configuration category role Which of the following determines screen sequence and field control? Business Business Business Business partner partner partner partner grouping configuration category role Which of the following statements are true of business partner category? A business partner category is used to classify a business partner as a person and an organization. B. D. B. Which of the following statements about business partners are true? Business Business Business Business partners partners partners partners include both organizations and persons. 4.2 A. D. E. C. B.4. 4. C.1 A. Business partner can only have one role. D. 4. C. are at the center of business transactions. provide customers a decentralized view of the business partner. D.0 CRM Master Data 4. 4. D.0 A. C. The information about the business partner does not vary depending on the business process in which the business partner is participating. C.
B. the system accesses different areas of the business partner master. True False What is the name of the data view that provides Address.10 A. C. It is required information when setting up a business partner. If external number assignment is used then you are not required to enter a number.8 A. 4. 4. 4. B. B. Different sets of data can be maintained in various sales areas for different roles.7 A. 4. 4. D. Which of the following statements are true about business role? Attributes of the business partner role do not depend on the business process involved. varying data views are available. The basis for the definition of the role is the business process. According to the role selected. 4. C.12 A. C. Which extract from a data view would include address.4.11 A. The business role is used to determine screen sequence and field control of the master record. D. Address Overview. B. There is only one type of data view available. D. For business processes that refer to a business partner. and personal data? Sold-to Party role Contact Person role Employee role Organization role Page 11 of 86 . D.9 A. D. B. C.13 A. Business partners cannot be created with more than one role. and Partner Functions? General Views Specific Views Relationships Fact Sheet Which of the following statements are true about business partner views? The information extracted by role does not vary. C. and Central Data? General Views Specific Views Relationships Fact Sheet What is the name of the data view that provides Classification. C. Business Hours. If internal number assignment is used then you must enter a number. address overview. Which of the following statements are true about the business partner grouping? The information in the grouping field determines how the business partner number must be entered in the business partner field. B. D. B.
address overview. B. B. The different criteria used to group products are the product categories. address overview. D. True False Which of the following statements about the product master are true? Data is stored in individual product master records. 4. D. E. 4. B. Product categories are hierarchical structured groups that summarize products. D. C. The product master only includes material goods. D. D.17 A. B. D. C. B.20 A.21 A. Page 12 of 86 .4.14 A. 4. D. organizational data. Which extract from a data view would include address. The product master is the central source of product-specific data. A contact person can have multiple relationships with other contacts. B. C. C. 4. B.18 A. Products are differentiated according to which of the following product categories? Material Service Products Financing Products can be material goods and non-material goods. A relationship can have particular attributes assigned to it. Product data can be sub-divided into the following: Data Data Data Data that describes the product by material on non-material goods with control functions by product Which of the following statements are true about the product categories? Different product-specific data is obtained according to the selected product category. The product master record contains the data needed for product management. C. B.19 A. C. 4.15 A. 4. C. A contact person can only be assigned to one organization. and sales area data? Sold-to Party role Contact Person role Employee role Organization role Which extract from a data view would include address. user. 4. status? Sold to Party role Contact Person role Employee role Organization role Which of the following statements are true about business partner relationships? Relationships are transferred to R/3. Product categories group together products according to different criteria.16 A. An organization can have multiple relationships with other organizations.
4. The products in the product catalog are based on the setup in the Business Warehouse. B. Product catalogs use CRM-specific information and attributes to help organize and structure products.22 A.25 A. B. B. D. configured and maintained in CRM system. 4. B. The general structure of a product catalog is characterized by: Validity period Basic characteristics Administrative data Used in only the Business-to-Business business scenario Page 13 of 86 .4. D. 4.23 A. C. D. The criteria that groups together products are: Product categories Set types Attributes Product characteristics The CRM-specific information that can be maintained and is freely definable is: Product categories Set types Attributes Product characteristics Which of the following statements about product catalog are true? Product catalogs are used for presenting products everywhere but on the Internet. C. C. C. Product catalogs can be flexibly defined.24 A. D.
there are task-relevant business processes.6 A. Business transactions in CRM facilitate open loop process. D. All business transactions are based on a common interface. B. and service. and service. A special transaction type determines the qualities of characteristics of the transaction. sales.0 A. it is: Lead Opportunity Activity Contract For individual tasks such as marketing. B. A common business transaction processing interface is used in all CRM transactions. C. C. D. B. C. D. B. 5. D. Which is relevant for all phases? Lead Opportunity Activity Contract For individual tasks such as marketing. there are task-relevant business processes. service order or activity. B. What are the elements used in the screen for transaction processing? Activity Locator Display button Page 14 of 86 . For individual tasks such as marketing. Which includes contracts and sales order? Lead Opportunity Activity Contract The transaction processing interface serves to: Launch the business transaction type Launch the sales cycle Create. 5. C.3 A. 5. All business transactions available in CRM online are based on separate interface and processing concept.5 A. C. Only individual fields may change according to the transaction type. C. C. sales. sales.0 Business Transactions in CRM 5. Which of the following statements about business transactions are true? A business transaction in CRM portrays a business event such as a sales order. 5. 5.5. 5.4 A. B. D. there are task-relevant business processes.1 A. B. change and display business transactions in CRM Transfer transaction to R/3 Which of the following statements about the transaction processing interface are true? Business transactions are displayed in different formats. For the marketing phase. and service. D.2 A.
Work area Which of the following statements regarding copying transactions are true? This only copies the current transaction. D. C. C. C. This is the activity’s: Objective Status Priority Category Page 15 of 86 . B. Activities can be subdivided. C. 5. Document flow is updated.7 A. Which of the following statements regarding activities are true? An activity is a transaction type used to record information resulting from interaction between business partners. D. 5. telephone call or email.D. C. E. B. and you can select which items to copy. D. B. B. 5. What activity type contains data on a business partner at a specific time? Action Business Activity Activity Manager Task The activity type that contains information on which activities have to be completed by a specific date for one or more employees is: Action Business Activity Activity Manager Task The Activity Monitor contains selection variants. 5. you define information such as a visit. You can choose to copy to a different transaction type. Header and item data are copied.8 A. D. B. An activity can only be administrated by a user and not by a user group. Header data is copied.12 A. C. D. Which of the following statements about creating a follow-up document are true? You cannot choose the transaction type for the follow-up document. D. D. which include: My unfinished activities My finished activities Unfinished activities in my department Unfinished activities by my colleagues All finished activities Within the activity. 5. 5.9 A. An activity can be at any time during the customer relationship lifecycle.11 A.13 A. B.10 A. An activity can be planned tracked and documented. This displays how the document flows. Document flow is updated. B. C. 5.
Real time available-to-promise checks by using Advanced Planner and Optimizer Variant configuration is downloaded into R/3. Page 16 of 86 . B.17 A.15 A. 5. 5. Which are the phases of Lead Management? Lead Lead Lead Lead Generation Creation Qualification Reporting Lead business transactions are created in managed in: Opportunity Sales Marketing Service It is worthwhile using opportunity management when: A small number of employees are active. B.19 A.18 A. D. which of the following functions are supported? Product pricing and product configuration via Internet pricing and configurator R/3 conditions from the pricing viewpoint are called via middleware. C. 5. C. You want to automate advance sales activities. High value sales orders are placed. D. C. D. can be changed but not created in the Calendar. cannot be created or changed in the Calendar. D. Which of the following statements about activities and the Calendar are true? Activities Activities Activities Activities can be created and changed in the Calendar. C. Sales cycles and phases can be defined according to company-specific requirements. B. Sales cycles and phases cannot be defined according to company specific requirements. Sales cycles cover a short period of time. B.14 A.20 A. D. D. B. B. 5. B. C. 5. C. 5.5. C. B. Sales methodology consists of which of the following modules? Project Goals Project Organization Chart Sales Activities Opportunity Evaluation Sales orders for CRM: Get a status update from R/3 Are executed in R/3 regardless of source Are executed in CRM and updated in R/3 Are executed in Mobile Sales and transferred via middleware When creating a CRM sales order. C.21 A. can be created but can not changed in the Calendar.16 A. Which of the following statements are true? A phase is a section of the sales cycle in which specific activities are executed. D. Sales cycle is a short period of time. 5. D.
quantity and price? Company data Item data Header data Schedule lines Which structure on the business transaction for sales process subdivides an item according to quality and delivery date Company data Item data Header data Schedule lines Page 17 of 86 . C. D. B. 5. 5. 5. C. D. B. B.22 A. D. and purchase order number? Company data Item data Header data Schedule lines Which structure on the business transaction for sales processes consists of information like product number.24 A. C.23 A. B. C. Business transactions that serve to process sales processes have which of the following in their structure? Company data Item data Header data Schedule lines Which structure on the business transaction for sales processes consists of information like sold to party.5. D.25 A.
Which of the following are characteristics of a marketing plan? Strategic level Operative level Focused on doing Focused on planning Which of the following are characteristics of a campaign? Strategic level Operative level Focused on doing Focused on planning Which of the following statements about marketing plans are correct? Marketing plans are set up in agreement with the programs of finance and product and includes sales and cost planning. 6.1 A. D. D.5 A. Marketing plans form the operative structure. SAP CRM Campaign Management consists of which areas? Marketing and Campaign Planning Budget Planning Target Group Selection Campaign Execution In which phase of campaign management does the integration of activities occur? Marketing and Campaign Planning Budget Planning Target Group Selection Campaign Execution What is the central tool in CRM for editing marketing plans and campaigns? Marketing Planner Segmentation Execution and Activity Management BW Info Cubes Which of the key figures in Marketing and Campaign Planning includes the number of activities and number of responses? Marketing Marketing Marketing Marketing Monitoring Performance Execution Monetary Page 18 of 86 . D. Marketing plans define target and product groups. B. D. 6. B. B.4 A. D. Marketing plans define actions that are carried out.2 A. C.6. 6. B.3 A. C. B.6 A. B. D. B. C. 6. C. C. C.7 A. C. persons responsible and the budget.0 Marketing Planning and Campaign Management 6. 6. 6. D.
C. C. C. B. D. D. The marketing plan elements are followed by campaign and campaign elements.8 A. B. B. Which of the following statements are true? Underneath a marketing plan. C. D.13 A.12 A. One marketing plan element can be used to structure the plan. C. Marketing plans can only be structured to certain levels of detail required by the organization. C. Marketing and campaign elements serve as logical units in which authorization can be set. Campaigns are operative while marketing plans are strategic. 6. Which of the key figures in Marketing and Campaign Planning includes response rate and success rate? Marketing Marketing Marketing Marketing Monitoring Performance Execution Monetary Which of the following statements about marketing plans and campaigns are true? Marketing plans can be structured in any fashion required by the organization.10 A. D.9 A. D. B. Campaigns must be planned as part of the marketing plan. B. 6. B.15 A.6. 6. C.11 A. D.14 A. B. 6. D. other marketing plans and marketing plan elements can be assigned. 6. 6. 6. In which area is the selected marketing plans and their hierarchy displayed? Structure tree Work list Templates Work area Which area lists the last five marketing projects that have processed? Structure tree Work list Templates Work area Which area is used during editing as a proposal tool? Structure tree Work list Templates Work area Which area displays marketing elements based on the selected object? Structure tree Work list Templates Work area What data sources are available for target group selection? BW InfoCubes Info Set consisting of ABAP/4 queries Page 19 of 86 . B.
B. C. Page 20 of 86 . Automatic derivation of revenue’s for each company is possible with this method. Info Set consisting of marketing characteristics Characteristic group in the business partner master data What activities must occur in the business partner segmentation process? Create the profile from list of characteristics and character values Assign the respective selection data sources Generate activities Select attribute lists Which of the following statements are true of the activities of the campaign? Can be monitored to track progress of the campaign Can be updated as the result of the contact Can be updated during execution Cannot be updated during execution Market potential and portfolio analysis are examples of attributes of which phase? Planning Execution Preparation Analysis Which of the following statements about analysis are true? The value for the marketing element is automatically entered in the profitability segment.18 A. 6.17 A. 6. 6. 6. D. B. D.19 A.C.16 A. C. B. Actual cost are posted directly to WBS Elements. C. D. D. Actual cost are displayed in SAP BW immediately. C. B. D.
D. B. C.8 A. D.5 A. B. 7. C. B.7. D. C.6 A. B. 7. B.0 Internet Sales 7. 7. 7. 7.1 A.7 A.3 A. True False Standard payment processing is possible: Per For For For invoice credit card payments check payments cash-on-delivery payments Which of the following are available product catalog search criteria? Price Characteristics Hierarchy Free text Which of the following are features of Internet Customer Self-Service? FAQ’s on products Interactive Solution Search Call me back button Service questions via the Internet Which of the following are advantages of using Internet Customer Self-Service? Control access to information for customers Customers can contact your company by sending queries at any time Page 21 of 86 . B. D. C. B. D. D. B. 7. These are: Internet Self Service Interaction Center SAP Online Store with R/3 SAP Internet Sales with CRM Which of the following are true about the Business-to-Customer scenario? Focus on anonymous market The customer is known to the enterprise Has special offers and product catalog views Focus on the user who may browse in the product catalog or visit Web shop Which of the following are true about the Business-to-Business scenario? Focus on anonymous market The customer is known to the enterprise Has special offers and product catalog views Focus on the user who may browse in the product catalog or visit Web shop Product catalogs can be used in more than one Web shop or defined for each Web shop.2 A.4 A. 7. C. There are two ways that SAP offers customers the ability to buy products via the web. C.
D.C. Reduction of interaction cost Increase in work load for help desk Page 22 of 86 .
B.6 A. B. B. 8. which is part of the: Application area CTI Action box Navigation area The product information (including the product master) to support the sales transactions is in the product information. 8. D. C. C.7 A.5 A. D.8 A. True False Customer information is available to agents in the fact sheet. C. B. D. The fact sheet is part of the: Application area CTI Action box Navigation area Customer information is also available in the interaction history.4 A.3 A. C. which is part of the: Application area Page 23 of 86 . B.8. B. which are also described as: Transaction processing Tool bars Workspaces Internet pages Customer-specific components can be programmed and integrated into the interface. D. B. 8. 8. 8. 8.1 A.0 CRM Interaction Center 8.2 A. D. D. 8. C. C. What central CRM strategies are supported by the Interaction Center? Promotions Sales Service Marketing What are the components of the Interaction Center user interface? Business partners Call state Action box Navigation area Which component of the Interaction Center displays the interaction history? Business partners Call state Action box Navigation area The application area consist of tab pages.
B. A call list can be synchronized to specify time frame. C.14 A.10 CTI Action box Navigation area There are several options for calling up product proposals in the Interaction Center. C. what tasks can be completed? A rule-based selection of agents is carried out in the CTI. 8. C.B. Page 24 of 86 .11 A. B. 8. 8. The strategy that is based on the system proposing products is: Partner/product range Product proposal from Marketing Sales history Product configuration There are several options for calling up product proposals in the Interaction Center. A. A call list can be split and merged. D. B. and individual calls can be removed or added. The conversation is saved as history. D. B. The agent enters a service process. D. Workflow directs the caller to the appropriate agent. C. Call list processing cannot be monitored. B. C. 8. D.12 A. D. 8. Which of these statuses enable the call to be selected at a later date? Completed Incomplete Failed To be completed When a service request comes into the Interaction Center. Scripts cannot call up specific transactions.13 A. C. 8. C. B. D.9 A. The agent must flag the call. The conversation cannot be used statistically. Which of the following statements about call lists are true? A call list can only be based on the target group of a campaign. The strategy that is based on a list of products or product categories that are either included or excluded for specific business partners is: Partner/product range Product proposal from Marketing Sales history Product configuration Which of the following statements about scripts are true? Scripts can be called manually from agents and/or be automatically opened. The agent starts the Interactive Intelligent Agent. D.
9.0 CRM Mobile
9.1 A. B. C. D. 9.2 A. B. 9.3 A. B. C. D. 9.4 A. B. C. D. 9.5 A. B. C. D. 9.6 A. B. 9.7 A. B. C. D. 9.8 A. B. C. What are the application components for CRM Mobile? Mobile Sales Mobile Service Central database in SQL format Components for data transfer Documents can be created and reports displayed using Microsoft Office products. True False Which of the following statements regarding data with CRM Mobile are true? Data can be replicated onto laptops according to freely definable rules The rules are defined on the level of the CRM server When new data is created it is updated with scheduled data exchanges Data is not automatically transferred Features of Mobile Sales include: Infocenter Resource planning Reports and analyses Installed base Features of Mobile Service include: Infocenter Resource planning Reports and analyses Installed base It is not possible to run an online ATP check with Mobile Sales. True False At what part of the order process in Mobile Sales can the order no longer be changed using Mobile Sales? Once it is created Once the ATP check has been completed Before it is uploaded to the ERP system At any time in the process Which of the following statements about BW reporting in Mobile Sales are correct? Solution workbooks include reports generated in the SAP BW for offline use in Mobile Sales. The data scope is inclusive of only Mobile Sales data. The generation of the solution workbooks is a manual process. Page 25 of 86
D. 9.9 A. B.
Solution workbooks are based on Microsoft Excel. The CRM Handheld scenarios support only WAP. True False
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CRM100 – Sample Questions
Overview Business Partners Organizational Management Product Master Transaction Processing Activity Management Partner Processing Actions Pricing Fundamentals CRM Billing CRM Middleware People-Centric CRM
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1.1 A. B. C. D. E. 1.2 A. B. C. D. E. 1.3 A. B. C. D. E. 1.4 A. B. C. D. E. 1.5 A. B. C. D. E. F.
mySAP CRM combines extensive functional capabilities in the core areas of: Sales Marketing Service Transactions Master data mySAP CRM is built on a technological platform that is: Open Reliable Scalable Transparent Secure Which tool provides integrated access to all systems? SAP CRM system as a central CRM server SAP ERP central component as a back-end system SAP Netweaver Portal Interaction Center WebClient BW system CRM Middleware facilitates delta data exchange from: R/3 to CRM CRM to R/3 CRM to R/3 and R/3 to CRM CRM to R/3 or R/3 to CRM – Determined in customizing None of the above Which of the following are true about SAP Enterprise Portal? Check all that apply. It enables personalized access to appropriate information – transactional, analytical and Web content from various sources – for specific purposes. The task of the portal is to procure information (typically scattered in various formats in various filing systems, such as file servers, Web servers and databases) and provide this information specifically to the user at a single source. SAP Enterprise Portal does not enable single sign-on or session management for locking and unlocking data. The unification server and the unifiers provide information from the various back-end systems on how to relate one set of data to another (drag and relate functionality). The processing and supplying of unstructured information takes place through the Knowledge Management component of the portal. For users, there is no real advantage as they still have to search for information.
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7 A. D. Page 29 of 86 . you can find transactions belonging to you. E. 1. B. The Central Search in PC-UI: Is always visible and accessible Is visible and accessible depending on customizing settings Located in the header area of the portal desktop Located in the detail view Located in the list view Which of the following keys maximizes the browser window in PC-UI? F6 F7 F10 F11 F1 Which of the following is true for a business transaction in SAP GUI? It is possible to save a business transaction although it has errors. C. 1.8 A. D. E. It is possible to group additional customer-specific messages in the application log. Within the Calendar tab in the locator.1. activities). The screen does not display an item list or item details section when you are using transactions types that do not contain items (for example. B. your department. D. C. you can display either appointments or tasks to do. Within the worklist. C. and your group. B. E.6 A.
E. Assigning business partners to a grouping is optional. Page 30 of 86 . C. Each role offers a different view of the business partner master.1 A. C. B. only one relationship of a given category can be created (for example. Communication information such as email addresses etc. C. etc. E. Which of the following statements about business partner role are NOT true? Data sets are the building blocks used to define business partner roles.6 A. D. D.4 A. F. we create a customizing entry. With the business partner relationship category. You can maintain several addresses to the same address type but only one is marked as standard address. B. True False The business partner category (i. C. None of the above. Which of the following are true? The grouping is defined in customizing. “is contact person of”). 2. group. B. There is a limit of 64 addresses that can be maintained across all address types for a business partner.2. 2. D. D. The grouping controls the number range. Which of the following statements about business partner relationships are NOT true? You can create time-dependent relationships. SAP supports which of the following in the context of Business Address Services (BAS)? International address versions Different address types can be defined using customizing. B. The relationship category characterizes a relationship with attributes. are some of the CRM-specific data sets. organization) assigned to a business partner: Has to be defined at creation and cannot be changed later Can be left undetermined at creation and chosen later but only as a one-time selection Can only be moved from person to group and group to organization but not the other way Can be changed back and forth without any restriction A business partner grouping classifies business partners according to user-defined criteria.0 Business Partners 2. Billing. D. You can define standard groupings in Customizing. person. 2. A business partner relationship forms a business-relevant connection between two business partners.2 A. Sales. To show that two business partners have a relationship. we create a relationship category. is not part of BAS. B. B. Shipping.5 A.e. C. The business partner model in the CRM system differs from that of the ERP backend system.3 A. 2. To show that two business partners have a relationship. 2.
D. the roles sold-to party. In SAP CRM. C. In a business partner group hierarchy of the category “pricing”. Which of the following statements about business partner group hierarchies are true? Group hierarchies cannot be transferred to the mobile clients. You can define your own classification in customizing. 2. The business partner concept in CRM is much more rigid than the customer master in ECC. F. C. D.9 A. bill-to party and payer are assigned to the classification Customer and the customer is assigned to exactly one account group. A business partner can be assigned to several hierarchies of different categories. 2. A template type can only be selected there when the Only reference possible field is active. F. you can use any business partner for a specific purpose regardless of its role. ship-to party. Which of the following statements about business partner templates are true? Can be assigned to a business partner on the Templates tab page Business partner templates are defined in customizing. you can store sales areaindependent information on every hierarchy level. There are no restrictions to the changes that can be made to customer hierarchies that are loaded from the ERP system into SAP CRM. you must ensure that the field control (mandatory fields) between the CRM system and the ERP system matches. Page 31 of 86 . None of the above Which of the following statements about business partners in two different systems – SAP R/3 (ECC) and SAP CRM – are true? The data models in the two systems are identical. D. B.8 A. B. C. Number ranges for business partners are never defined in CRM. only in ERP.7 A. B. None of the above 2. Transaction PIDE in R/3 shows the mapping structure between the two systems.10 A. D. Which of the following statements about business partner distribution are true? The internal number range within SAP CRM corresponds to an external number assignment in the ERP system. E. E. Group hierarchies originally maintained in CRM Enterprise can be transferred to the ERP system. C. In SAP CRM. The template type CRM_SALES is contained in the standard CRM system. For the data exchange to be successful.2. B.
DDIC extensions are supported by the Easy Enhancement Workbench. F. To access the Easy Enhancement Workbench. E. D.11 The Easy Enhancement Workbench (EEWB) is a development environment with wizards. B. G. Enables easy prototyping Requires you to reactivate the enhancements after upgrades None of the above A. you would use the transaction code EEWB. Page 32 of 86 . Which of the following statements about the Easy Enhancement Workbench are true? Easy and efficient way to expand business partner master data There is a wizard for adding new fields and new tables to business partner master data.2. with which you can easily extend certain standard SAP business objects with user-defined data fields and tables. C.
B. D. handling a call from a prospect). The organizational model can be re-used for the CRM business scenarios Marketing. B. E.3 A. True False For an organizational unit. B. C. True False When SAP ERP is used with SAP CRM. 3. All of the above A. B. there are two kinds of attributes – organizational and general. B. B. True False Organizational data from the document header is copied at item level.e.0 3.5 A.4 A. True False An organizational structure can be used for only one scenario (CRM Sales. 3.7 A. Scenario-specific data in the organizational structure is assigned to the organizational units with attributes. the organizational structure in CRM must be the same as in ERP. True False An organization unit is created as a business partner with business partner role “Organizational unit”.1 Organizational Management A goal of organizational management is to minimize consideration/knowledge of organizational data by the individual who is creating a transaction during a business process (i. B. 3.6 A. 3. Sales and Service. There is no separate organizational data determination at item level.2 A. The CRM organizational model is adaptable and extendable so that organizational model changes can be done without making changes in Customizing. 3.3. True False Which of the following are advantages of CRM organizational model solution? Time dependencies (validity periods) can be used to maintain different organizational structures for different time periods in parallel (this allows future. planned organization changes to coexist side-by-side with the current organizational model). 3. CRM Service or CRM Marketing). Page 33 of 86 . Organizational units can be created as business partners with the business partner role “Organizational unit”.
C. B. Which of the following is least likely to be an organizational position? CRM Delivery Manager Shai Agassi Duet Developer Product Analyst What is the maximum number of organizational attributes that can be assigned to an organizational unit? 3 5 10 20 None Organizational attributes can be assigned to an organizational unit by function (scenario).13 A. Page 34 of 86 . B.3. sales office. C.12 A. C.9 Which of the following is not an organizational object? Holder Position Organizational unit In the organizational structure. Which of the following is least likely to be a general attribute? Sales: distribution channel Service: country. E. E. D. D. B. region Marketing: product category Sales: postal code Marketing: marketing organization A. service team Service: service organization. C. C. B. Select the ones below that show the correct available organizational attributes per function. organizational units are functional units of a company and form the basis of the organizational plan. F. Sales: sales organization.11 A. 3. service group Marketing: marketing organization Marketing: marketing organization. 3. 3. marketing team General attributes can be assigned to an organizational unit by function (scenario) and define the responsibilities of an organization. D. 3. sales group Sales: sales organization and sales office Service: service organization. service team. D.8 A. B. C. 3. E. positions show the functional task distribution and reporting structure within a company. B.10 A. Which of the following is least likely to be an organizational unit? CRM Delivery Organization Shai Agassi Duet Project Team Product Development Group In the organizational structure. D.
B. D. assigning of an available determination rule (can assign one of each rule type) and selection of mandatory organizational data.3. 3.14 Organizational management is defined in a step wise fashion. Step 2: Make the customizing settings for automatic determination of organizational units in transaction documents. Step 3: Automatic determination in the transaction (performed by the system) Yes No There are two types of determination rule for determining the responsible organization units.17 A. E. 3. C. D. Is any other customizing required for organizational data determination to occur for a transaction? A.18 A.16 A. 3.15 A.19 Organization rules of the type Responsibility can be assigned directly to an orgizational unit – no attribute definition is necessary. Are the steps below in the correct order? Step 1: Define the organizational structure (create: customizing. 3. 3. B. Select two from the list below. B. Create the organizational units and positions. B. B. True False Organization rules of the type Organizational Model can be assigned directly to an organizational unit – no attribute definition is necessary. This will include the scenario. change: customizing or master data). Which rule does not fit? Responsibility: Responsibility: Responsibility: Responsibility: Responsibility: Product = Laptop Last Name = A – K Country = Germany Time = 10am Product Attribute = Obsolete A. Organizational model Business Partner Responsibilities Business Scenario Below are some examples of determination rules of the type Responsibility that have been assigned to an organizational data profile for a transaction. Yes No Page 35 of 86 . C. Step 3: Assign the organizational data profile to transaction(s). True False The customizing steps for defining organizational data determination are: Step 1: Define the determination rule(s) and rule type (responsibility or organizational model) Step 2: Define the organizational data profile. Assign organizational and general attributes to organizational units. B.
B. Which statement below is false? A prerequisite for the automatic generation is that no organizational model already exists in CRM. Which statement below is false? A. B. the data must be further processed in CRM. Page 36 of 86 . If employee master data is distributed using ALE. HCM remains the leading system. because existing organizational models could be overwritten. After the organizational model is generated. Customizing activity for transferring the sales structure can be found under Master Data > Organizational Management -> Data Transfer -> Copy ECC Sales Structure. 3.3. it cannot be created or maintained in CRM.20 The initial CRM organizational model can be automatically generated from R/3. A prerequisite for the automatic generation is that no organizational model already exists in CRM. ALE (Application Link Enabling) is used to distribute the organizational plan from HCM to CRM. D.21 A. C. Delta download can be done from R/3 to CRM of organizational model. C. because existing organizational models could be overwritten. CRM becomes the leading system for organizational data. The CRM organizational model can be automatically generated from HCM system. D.
1 A. F. B. downloaded from the connected ERP Material master can be changed in CRM. C.5 A. D. B. 4. Categories are arranged in hierarchies and there can be more than hierarchy Pricing conditions can be attached at category level All of the above Page 37 of 86 . CRM Product master can be created from my SAP ERP material master data. E. B.4. You can define your own attributes and set types in addition to the system-defined set types and attributes. D. B. B. C. D. E. Only those set types that are not assigned to any category can be deleted. 4. If material master data in the connected my SAP ERP system is changed. Products can be: Service packages Bills of materials All of the above None of the above Each product can have a relationship with: Service. 4.2 A. E. C. C. 4. You can assign user-defined attributes to the system-defined set types. D. CRM product master data. D. C. B. 4. All of the above Which one of the following statements is true? Products can be assigned to one category per hierarchy. warranty and Spare parts Customer material number Vendor material number Components Accessories All of the above Relationships with a product are maintained in: CRM system In ERP System In both of the systems None of the above Which of the following statements about CRM product definition are true? Set types and attributes describe a product or an individual object.0 Product Management 4.4 A. corresponding product master data in CRM is also changed. D.3 A. C.6 A. All of the above Which one of the following statements is true? Material master from a mySAP ERP system can be downloaded into CRM.
B. B. earlier changes made in mySAP ERP material master are lost. my SAP ERP material master data is changed based on current CRM product master data. C. D. D. If the CRM product master data is changed. C.4. D.7 A. Is manual and needs to be done individually for each of the product. no mass update program is required Templates are maintained in customizing All of the above Page 38 of 86 . 4.10 A. E. Which of the following statements are true? If the CRM product master data is changed and it is uploaded to mySAP ERP. 4. 4. E. C.9 A. D. All of the above Product master templates are used: To define default values in product master Automatic update for master data changes.8 A. C. B. All of the above Which of the following elements are required to enhance a product master? Hierarchies Categories Set Types Attributes All of the above The upload of CRM product data to ERP: Can be automated. Only data that is supported by SAP ERP system is transferred. Any changes will not affect mySAP ERP specific material master data such as plant data or accounting data is not affected. B. Can be permitted or prohibited for each product by customizing in CRM system.
5 Transaction Processing The structure of a transaction are: Transaction Type Master Data Item Category and Item category Determination Basic Function in a business Partner Which of the following is not a business transaction in mySAP CRM? Lead Opportunity Inquiry/Quotation Partner Determination Depending on the leading transaction category. 5. B. 5.1 A. B. B. C. D. the organizational data profile and the number range assignment) can be defined at which level? Item Detail Level Header Detail Level Item Level Header Level You can use blocking reason to block a business partner for entering a particular business transaction category. True False Customizing: Item Category Determination: Transaction Type Product Master Program Main Item Category A. D. D. D.0 5. 5. D. and the three assigned business transactions are: Contact Sales Quote Service Control attributes (such as the leading business transaction category.7 A. partner determination procedure. Page 39 of 86 . B.3 A. status profile. C.6 A. 5. True False The transaction category SRVO (service category) has the leading business transaction category service transaction. text determination procedure.2 A. B. 5. C. B. a business transaction has a certain structure.5. B.4 A. C. 5. C.
B. you must perform three customizing steps: Copy control for transaction types Copy control for item category Partner determination Determine item category when copying When the copied transaction is saved. True False Status management consists of: Error Status System Status User Status None of above Setting from particular status can influence other status? True False Page 40 of 86 . True False It is possible to subsequently to subsequently link from item to item. 5.10 A. True False It is possible to maintain texts in multiple languages in mySAP CRM. C. B.13 A.8 A. the document flow is updated. 5. 5.16 A.14 A. B. 5. that is. B.9 A.15 A. All functions are available in every transaction type. D. B. B. the copied transaction has no connection to the original transaction. True False Document flow allows you to display inter-linkages between business transactions at the header level. B. 5. 5.11 A. B. 5. D. 5.12 A.5. C. True False Text objects and text types are maintained in Customizing. B. True False For processing a follow-up documents.
B.22 A. B. Define Initial Status Allow or prohibit certain business Transaction None of above The incomplete check allows you to find out weather a transaction in completed or Not? True False In Customizing you define which fields are mandatory for which transaction type and/or item category? True False The system can update change documents for transactions. True False In SAP GUI. 5. 5. In a status profile. B.20 A. True False Page 41 of 86 .21 A. C.19 A. you can do the following: Define the sequence in which the user status can be activated.5. B. 5.17 A. 5. 5. B. True False In Customizing you can deactivate the updating change documents for transaction type.18 A. D. B. you can display the change document by choosing No Change Document.
E. C. 6. All of the above Following data can be defaulted into activity transaction typeGoal Priority Direction (Ex. D. Can be marked as private or public. All of the above.2 A. C. To create a follow up transaction. Which of the following statements are true? Activities can be created as a follow up transaction. A Task: Must have a business partner assigned. D. D. B.6 A. then the document flow is not updated. E. All of the above Business Activity: Records public interaction. 6. Needs a start date and end date.0 Activity Management 6. C. F. 6. D. B. B. Must have an employee responsible assigned. All of the above Page 42 of 86 . B. each tab storing relevant information. Needs an activity partner and assignment of employee responsible. no customizing efforts or copy control maintenance required You can create a follow up action by copying existing transaction type or via ‘follow-up action’ menu. E. C. Activities in CRM can: Be a business activity or a task. C. C. Activity Header level will have: Text determination procedure Partner determination procedure Organization profile Date Profile Number range (Internal or External) All of the above. B.Outbound activity or Inbound activity) All of the above. If you create a follow up action via ‘copying’ existing transaction. 6. D. Must have start date and end date. Can have a header data and various tab pages. Can have multiple tabs.3 A. B.4 A. D.5 A. 6.1 A.6.
10 A. CRM Business activity must be assigned to the user. Groupware integration with CRM is server based. Which of the following statements are true? Questionnaire can be associated with the activity. D. CRM business activity must be assigned to the user. E. All of the above Page 43 of 86 . C. C. 6. B. Activities can appear in a calendar of a user only if : Calendar Flag is active for the transaction Type.8 A. B. All of the above. To attach a questionnaire to an activity we need to define ‘Questionnaire ID' and link it to activity transaction type. All of the above Calendar Synchronization: Which of the following statements are true: When an activity is created or changed. B. CRM activities can be seen in groupware calendar and groupware activities can be seen in CRM calendar.6. All SAP users must also have SAP Office users ID and also Outlook calendar ID. 6. D. Via Middleware and adaptors. Calendar flag is active for the respective partner function (In this case the ‘user’). 6. Activity synchronization is Bi-directional. Questionnaire is created via Survey tool. All of the Above. D. this is converted to iCalendar format. C. therefore data exchange between CRM server and Group server happens in background without user triggers.9 A.7 A. Calendar Synchronization: Which of the following statements are true: SAP Calendar Synchronization tool must be installed. D. it is saved as BDOC in the database. B. C.
E. C. B. E.1 A. C. 7. D. B. deleted What is normally the major partner function in sales order Activity partner Contact person Sold-to party Sales prospect vendor What is also defined during the definition of partner functions Business partner types Business partner relationship category Business transaction type Pricing condition type Product category What function does CRM partner processing provide Partner determination in transactions Define business partner type and field display on screen Enable the users to define business partner with their own terminology Define business partner related pricing data Maintain relationship between business partner and product CRM Partner functions can be configured to map to SAP partner functions True False Page 44 of 86 .2 A. D. B. D. D. B. E. C. D. B. CRM Partner processing consists of the following components Partner function category Partner function Partner function condition Partner determination procedure Access sequence CRM Partner determination can take place automatically or manually at Transaction head level BDoc type definition Business partner type definition Pricing type condition definition Transaction Item level Automatic Partner determination happens when the transaction is is is is is initially created changed displayed synchronized from R/3.5 A. 7.3 A.6 A. C.7. B.7 A. 7. E. E. C. D. 7.4 A. E. C. 7.0 Partner Processing 7. 7. B.
4 A. True False Page 45 of 86 .8 A. 8. True False You can control action processing using different setting a parameters: Changeable or executable in dialog Action displayed in the toolbar Processing Time Action Merging All of the Above There are two modes available for defining conditions.0 CRM Actions 8. B. B. 8. D.8. 8. E.5 A.1 A. D.2 A. B. True False Select the information which is displayed in the list of each Action. C. Actions refer to the Post Processing Framework (PPF) Basis Components. E. 8. 8. which can not automatically trigger Output and Follow-up activities or workflow. C. B. B. C.6 A. Mouse – Oriented PC Mode Direct text entry mode Non of Above When editing conditions.3 A. you can not use expressions and constant and connected them with operations. B. True False You can normally use the Actions tab page in a business transaction to edit a list of possible actions for a business transaction. 8.7 A. B. True False SAP Smart Forms offer the advantage of adapting forms without requiring programming knowledge. B. 8. Status Description Conditions Creator Non of the Above Actions can create an event to start a workflow.
D. B.10 A. 8. True False The action monitor program RSPPFPROCESS originated from the post Processing Framework (PPF) True False Actions are part of the post processing Frame work and therefore Basis Function. B. Customer Relationship Management Basic Functions Actions None of the above You can not find both the SAP Business Workflow and the Post Processing Framework in other SAP systems. 8. In SAP CRM actions can be defined in Customizing. 8.11 A.8. SAP Smart Forms replace SAP script forms.9 A. B. C. True False Page 46 of 86 .12 A. B.
condition types created in R/3 can be downloaded into CRM condition types created in CRM can be uploaded into R/3 All the condition type in R/3 can be downloaded into CRM None of the above. In SAP CRM. a condition can be used to calculate: Material price Customer discount Sales Tax Freight Income tax Page 47 of 86 . E. B.9. B.1 A. D. D. 9.0 Pricing Fundamentals 9. 9.6 A.3 A. C.4 A. B. B.5 A. E. E. E. D. 9. D. C. B. 9. E. C. C.0.2 A. 9. D. B. the pricing condition data is saved in the IPC True False Pricing condition technique includes Condition record Pricing procedure Access sequence Condition type Access procedure Which are the correct descriptions about pricing condition type Condition type determines the category of a condition and how it is used. IPC(Internet Pricing & Configurator) is the component of the following solutions: My My My My My SAP SAP SAP SAP SAP CRM Internet Sales CRM Mobile Sales SRM Internet Sales R/3 Edition BW IPC can be used to: Calculate prices Support Configurable products Calculate Tax Support Sales order ATP check Create business partner in Internet application In IPC 5. C.
together as basis for pricing determination Pricing group is used to bring group of pricing condition down to CRM from R/3 Page 48 of 86 . C. such as Sales tax.8 A. D. such as products. D.9. In SAP CRM. B. 9. B. E. B.9 A. C.7 A. Variant conditions refers to conditions with variant way to display on the screen Pricing group provides a way to group conditions of several objects. conditions can be maintained in the following places: Business partner master data Campaign Product master data Contracts Sales order Which of the following descriptions about TTE (Transaction Tax Engine) are correct? Tax group indicates whether a business partner or a product is liable for or exempted from a certain tax Tax Type indicates the purpose of the tax. VAT Tax records used in TTE are all downloaded from R/3 Tax records can be created in CRM or downloaded from R/3 None of above Which of the following are correct? Condition exclusion is a technique to compare a group of possible condition records to select the best one according to certain criteria Variant conditions are used to influence the price in configurable products. E. E. C. D. 9.
F. C. service orders or confirmations or complaints.4 A. In order to bill CRM sales orders. From the billing due list.10.1 You can bill for different business transactions directly in mySAP Customer Relationship Management (mySAP CRM). D. B. B. As of CRM Release 3. B. billing due list items can be processed/triggered to be run in the background A. C. Page 49 of 86 . you should principally use CRM Billing The billing process consists of which of the following major steps? Input Processing Billing Validating and Posting Output Processing Which of the following statements are TRUE? During input processing. D. H. E. 10. C.0. D. B. For billing contracts.0 CRM Billing 10. you can process both single and collective billing from billing due list items From the billing due list. C. 10. you have the option of using either SD Billing or CRM Billing The R/3 components SAP FI-AR (Accounts Receivable) and FI-CA (Contract Accounting) have to be implemented if you wish to post billing documents in Financial Accounting. you can use an external interface to copy data from non-SAP systems to the CRM Billing due list. G.2 A. 10.3 A. These transactions include: Sales orders with reference to delivery Sales orders without reference to delivery Business Activities Service orders Service Contracts Service confirmations Complaints Processing CRM Surveys Which of the following statements are NOT true? CRM Billing supports combining a service order item with a sales order item together in an invoice to simplify communication with your customers. if you are currently using SAP Sales and Distribution (SAP SD). CRM Billing takes over billing-relevant items from different business transactions and saves them as billing due list items. D.
10. D. 10. 10.E. F. B. the Direct Billing indicator in the payer's sales area data must be set. C.7 A.5 A. Direct billing allows you to create billing documents directly. 10. There is a BAdI for triggering direct billing under other conditions. The system transfers information on cancellations automatically to Financial Accounting. without having to explicitly process the billing due date. the transfer to mySAP Financials. which gets triggered when the billing document is saved. To use Direct Billing. to monitor the transfer to Accounting Which of the following statements are TRUE with regard Direct Billing? The Direct Billing indicator in the Payer’s Sales Area Data is in the ‘Sales’ Tab Incorrectly processed transactions do not appear in the billing due list. Custom solution implemented at a project level. Page 50 of 86 . True or False? True False Which of the following statements are TRUE with regards to Output Processing in CRM Billing? Output processing in CRM Billing aids the transfer of follow-up applications and SAP tools with billing document data Use of condition techniques has no impact in account determination (Simple or Flexible) Output of invoicing documents and transfer of Billing Data are steps in Output Processing You can use Status. Which of the following are Billing Methods? Individual Billing (Dialog) Collective Billing (Dialog) Collective Billing (Background) Collective Billing (Job Controlled) Billing documents are not exchanged between the CRM and ERP systems.9 A. E. B. error handling etc. You cannot cancel individual billing documents and you cannot execute collective cancellations. C. You activate the BADI. C. B. D. C. B. and retrieval for SAP BW There are two ways of setting a billing block. You block the billing item category for billing with the corresponding indicator. Output processing consists of invoice output. G. They are: You give the business transaction item the billing block status. D. 10. B. D.8 A.6 A.
C.Which of the following statements are NOT correct? A. The billing plan has no direct relation to when a certain amount is invoiced Service contracts do not use billing plans As of CRM 5. B. C. Billing Unit is a BP role The billing unit (BU) is a CRM business partner that has the role Billing Unit You can assign more than one sales organizations to a billing unit (cross-sales organization billing) 10.10 Billing Plan .0. C. D. B. it is also possible to map usage-based billing You set up billing plan types and billing plan determination in Customizing 10.12 An entry for your sales process is created in the billing due list in R/3: A.10.11 Please indicate which statements are TRUE for the Billing Unit? A. After carrying out delivery After goods issue is posted After the invoice is created Page 51 of 86 . D. The billing unit is directly or indirectly dependent on the sales or service organization and cannot exist standalone. B.
C. E. C. D. B. D. B.1 A. C. C. D. SAP CRM Middleware can provide data exchange between CRM and SAP R/3 BW Mobile Client (laptop and handheld devices) Groupware(MS exchange or Lotus) Oracle Finance SAP CRM Middleware use ___ as data container to exchange data within CRM and with Mobile Client IDoc XML BDoc Text files Workflow SAP CRM Middleware includes the following components R/3 Adapter Inbound queue Outbound queue Administration Console Workflow In Administration console.5 A.2 A. B. E. D.11. 11. E.6 A. B. 11. E.4 A. 11. Page 52 of 86 . C. C. 11.0 CRM Middleware 11.3 A. E. D. Delta download from R/3 to CRM is automated once change is made in R/3 Initial download from CRM to mobile client should normally be done every month Middleware portal is used to monitor the BDoc exchange. D. B. E. the following functions are provided: Subscription Publication Sites definition Trigger initial download Trigger delta download The following objects can NOT be uploaded from CRM to R/3 Sales Order Business Partner Product Pricing condition Installed base Which of the following are true about data exchange: Initial download from R/3 to CRM can be filtered Initial download from R/3 to CRM can only be done once. 11. B.
D.7 A.11. C.8 A. Which type of BDoc is used to synchronization in Mobile for Laptop application only? mBDoc sBDoc None of the above Page 53 of 86 . Which of the following are true about data integrity? SAP CRM middleware can prevent any data inconsistency. B. Data Integrity Manager is designed to detect the data inconsistency between CRM and back-end R/3 Data Integrity Manager can fix the data integrity problem automatically. E. C. B. Request is created to synchronize data between CRM and back-end R/3 Initial download can be used to fix data inconsistency. 11.
and which attributes are available for each business object. E. which can contains pages and iViews Worksets.14 CRM uses an approach of 1 BSP application (CRM_BSP_FRAME) which accepts a URL parameter (APPL) to specify the application (Account Management.BLVIEW C. B. can be assigned to groups and users Groups. and Paste as Delta Link creates the object with inheritance (Parent-Child relationship) D. Add/assign/remove iViews E.) E. Every user is assigned to group Everyone and role eu_role. Paste creates an independent object. which can contain users All of the above 12. None – they do the same thing B. etc.10 A. An optional URL parameter .) to be run. Which of the following statements is NOT true about assigning users or groups to roles? LDAP is not supported. etc. which can contain worksets. and Paste as Delta Link copies the most recent changes 12. Create a new view B. Paste copies the whole role.11 When a role is created by Copying. group tab pages. Summarized. Modify a SAP delivered role D. in the central search Can search all business objects at all times Can select view for search – List.15 The PCUI can be customized using transaction CRMC_BLUEPRINT_C – Layout of the User Interface (People-Centric UI). pages and iViews. B. What is used to specify personalization of the application at start-up? A. Browser cookie 12. Details Can save a search as a Quick Search for reuse What objects can a Portal Administrator assign? Pages. Add/assign/remove worksets C.12. Modify navigation (URL generation) for your role D. pages and iViews Roles. Paste copies the whole role. C. What should a Portal Administrator NOT do? A. Opportunity Management.12 A Portal Administrator can use the Portal Content navigation area to modify what different aspects of role content. D. Assign a suitable individual role to the portal role in the CRM system C. Select an existing role to be modified B. the difference between the choice to Paste and Paste as Delta Link is: A. Which is NOT true about Central Search in PC-UI Searching for specific data and documents is one of the important tasks You can stipulate which business objects. E. group toolbars. This tool can be used to: A. B. D. Modify the layout (field groups. C. worksets. C. which can contain roles. 12.9 A.13 A. Accessed from User Administration->Roles. and Paste as Delta Link copies a subset C. 12. All of the above Page 55 of 86 . Copy a SAP delivered role using Paste as Delta Link to make changes to the role 12. No personalization is supported B.
CR500 . 3.Sample Questions Sections: 1. Overview Data Exchange with SAP R/3 backend Data Exchange with 3rd party backend CRM Middleware Operations Field Sales Page 56 of 86 . 5.CRM Middleware . 2. 4.
Adapters Plug-Ins Business Objects NetWeaver Application Server True or False: CRM adapters map and convert data between various formats. 1. C. which provides access to the system via various channels. D. and connection to other systems: Dispersed CRM Server Open CRM Server Central CRM Server Closed Loop CRM Server Rapid Deployment CRM Server Which 3 of the following capabilities are supported in mySAP CRM: Internet access: users can configure and order products or services using the Internet components of mySAP CRM XM Satellite Radio: users can use XM to download telephone hold music through pre-built connectors Interaction Center: the integrated Interaction Center enables customers to use phone.5 A. 1.0 Overview 1. C. D. fax or email to contact sales or service representatives Mobile clients and handheld devices: the mobile sales force or mobile service engineers can connect to the SAP CRM system from their laptop computers or other mobile terminals to exchange the latest information with the central CRM server Mobile clients and handheld devices: the mobile sales force or mobile service engineers can connect to the SAP CRM system from RIM Blackberry units only (no other devices available) to exchange the latest information with the central CRM server Which three of the following are integrated connections offered by the mySAP CRM solution: The SAP CRM system as a central CRM server with its application components The SAP BMP system as an active Broad Multi-Process demand planning solution SAP R/3 as a back-end system with proven ERP functions The SAP RCS system as a data warehouse solution with comprehensive statistical and analytical possibilities The SAP Enterprise Portal as a tool that provides integrated access to all systems The data exchange between the CRM Middleware and external systems is performed via ___________________. E.2 A. Which 4 of the following are attributes of the mySAP CRM technology platform: Closed-loop Open Reliable Secure Scalable mySAP CRM includes a _______________.4 A. E. D. 1. E.1. C. B.3 A. D. 1. B. B. C.1 A. D. B. E. C. B.6 Page 57 of 86 . 1.
9 A. D.0. B. True or False: CRM 5. The Sap Basis Plug-In is a software component that was introduced to delivery which four of the following to SAP components in order to create a connection to these systems: R/3 IPM Event Manager BW Service API technology Page 58 of 86 1.11 1.14 A.15 1. as well as delta data in both directions. True or False: the SAP Business Information Warehouse (SAP BW) is used as a data source for part of the mySAP CRM solution. supporting the communication of data between the two systems The data exchange includes an initial transfer of customizing. C.17 1.10 1.1.16 True or False: The CRM Server Applications exchange data with the CRM Middleware via the CRM Adapter. Which one of the following performs the above function? SAP SAP SAP SAP SAP Advanced Advanced Advanced Advanced Advanced Promise to Plan plug-in Planner and Optimizer Sales to Cash Component Order to Cash Equalizer Supply Chain Optimizer True or False: The SAP APO is used in mySAP Supply Chain Management and can be integrated seamlessly with the mySAP CRM solution.12 A. master.18 A.0 is based on SAP NetWeaver Application Server 7. Delta data is unidirectional only. . 1. 1. E. To confirm whether the requested items entered on sales orders can be delivered on time. Which three of the following are true statements about the data exchange between the CRM system and a connected SAP backend system: Data is exchanged primarily via the CRM middleware Data is exchanged primarily via pre-built Transactional Master Transistors (TMT’s) A plug-in installed on the R/3 system acts as a counterpart to the R/3 adapter. E. D.8 1. but also contains data for consolidation and analysis. but not required. E. B. True or False: The CRM System supports the handling of CRM business objects only through the Interaction Center CRM Component. C. True or False: For SAP APO and SAP BW integration the SAP Basis Plug-In is advisable.13 1. Which three of the following are valid examples of CRM business objects: Customers and prospects Activities and opportunities Products and product numbers Customers and customer fax numbers Products and product catalogs The SAP ___________ is the successor of the SAP Basis System. 1. B. D. and transactional data to the CRM system. B. C.7 1. you need to carry out the ___________ check.
E. D. CRM Middleware Supply Chain Event Manager Financial Basis functionality Data is exchanged between the CRM system and a connected SAP ERP system and or a connected 3rd party system primarily via the CRM ______________________. Connectivity between the CRM system and a connected 3rd party system is realized through which one of the following Adapters: BIF (Binary InterFace) XIF (eXternal InterFace) XIM (eXternal InterMessaging) BIM (Binary InterMessaging) None of the above The above adapter transfers data from and to the external system usually via which two of the following: http(s) (MLS/CMI documents) http(s) (SOAP/XML documents) BCX (IDoc documents) RFC (IDoc documents) DHL (IDoc documents) The CRM ___________________ contains the CRM Middleware. which handles the data exchange with internal applications and external major components. B. Permanent connections to the Server are prohibited. D. B. 1. E. C. The main parts of the CRM Middleware provide which three of the following functionality: CTI and softphone Data cleansing and duplication Data queuing and transport Replication and realignment service Data exchange and mapping Page 59 of 86 . True or False: The CRM Middleware also synchronizes the databases of Mobile Clients with the CRM database.22 1.20 A. True or False: Mobile Clients typically connect temporarily (for example. E.23 1. 1. D. B.27 1.19 1. D. Mobile Clients are connected to the CRM Server via the __________________ Station. 1.28 A. B. via modem) to the CRM Server for data exchange.24 1. 1. C.21 A.25 1. E.C. E. D. C.26 A. C. Which three of the following are true statements about the CRM Server: It It It It It is non-scalable once installed and sized is based on a SAP NetWeaver Application Server is scalable contains the CRM Server Applications and the main parts of the CRM Middleware contains the CRM Server Applications but not the main parts of the CRM Middleware True or False: The CRM database is the central database for the CRM Server Applications.
True False Communication between CRM and R/3 systems requires the creation of RFC destination on each system. Select the component that performs the validation. Data Exchange with SAP R/3 Back End 2. B. C. The R/3 adapter communicates with the R/3 system via remote enabled functions of the R/3 Plug-In. B. B. external system) is determined. 2. True False Business Adapter Object is the same as Customizing Adapter Object.2. mobile. Which of the following are examples of incoming data to CRM that is converted into messaging BDoc messages? A. and maintenance in table CRMCONSUM in each system. 2. B.2 A. 2. E.D BAPI structures from a SAP R/3 backend system XML/SOAP or IDocs HTTP request Synchronization BDoc messages Email message Which is a key function performed from the Administration Console (transaction SMOEAC) in CRM for setting up CRM – R/3 system communications? Find RFC Destination Ensure RFC User has appropriate authorization Creation of R/3 Site Page 60 of 86 A. D.4 A.3 A. The BDoc is sent to the receiving system.8 A.7 A. 2. . C. 2. Its counterpart is the R/3 Plug-In in SAP ECC. True False CRM Applications exchange data with CRM middleware via the CRM Adapter. CRM Application for which the data is intended CRM Middleware After CRM application processing is complete. the receiving system (e. True False All incoming data to CRM from external systems is converted into messaging BDoc messages (mBDoc).g. B. B. R/3. B. True False Incoming data from an external system is validated.1 The R/3 Adapter is part of CRM Middleware. 2.B. B.5 A.6 A. 2.
10 A. Messaging BDoc (mBDoc) consists of 2 parts: classical and extension. Data realignment (redistribution) = rules specify recipients and what portion of mBDoc Page 61 of 86 2. Create RFC destination to R/3 system Create Organizational unit What is a Customizing Adapter Object? It defines an object that can be customized in CRM. F. E. C. the data is mapped to a mBDoc and passed to the Inbound Message Flow which triggers the validation service.11 A. It defines an adapter that can be used to convert data between formats to be transferred between CRM and R/3. E.13 A. This is analogous to an envelope. B. I=Initial load) is the naming convention used for qRFC queues used in initial load.D. 2. The R/3 Adapter packages the data retrieved from the R/3 database and transfers it to CRM. It contains the data of one or more database tables grouped together for transfer from R/3 to CRM. Source and target sites are specified Customizing data is transported to the CRM system via qRFC. R/3 adapter. Select the 2 types of replication supported for mBDoc from the list below. C. 2. D. The initial download of customizing adapter objects and business adapter objects follows a similar process. In R/3. C. There is no MBDoc created and no message flow started. 2. A= Adapter. Filter can be added with filter criteria. maps the data from the generic structure BAPIMTCS to the CRM table structure. C. R3AI* (R3. 2. . Data is transferred to CRM using qRFC. In R/3 the generic extractor for Customizing data selects the database tables assigned to the Customizing Adapter Object and triggers the data transfer per qRFC. B. Initial download is triggered from CRM with transaction R3AS. an object specific extractor module is called to extract the requested data. All of the above Which statement below is not true about an initial load of customizing data from R/3 to CRM? Initial load of a customizing adapter object is started from CRM with transaction R3AS. invoking a mapping FM (function module). Which of the following are true of customizing adapter objects? All customizing adapter objects are assigned to object class CUSTOMIZING Definition includes specifying the names of the database tables to be selected in the source system. D. D.12 A. Which step below is unique to the initial download of business adapter object? In the R/3 Adaptor. B. with the data on the envelope (classical) and the data inside the envelope (extension). In R/3 a BAPIMTCS data container is created with the selected data to be sent to CRM server.9 A. B. E. This sends a request to R/3 Backend via qRFC. Queue names follow R3AI* (R3 Adapter Initial download) convention.
17 A. Outbound queue on R/3 and inbound queue on CRM follow the naming convention R3AD* (R/3 Adapter Delta load).14 Simple bulk replication = everybody gets entire mBDoc or nothing Data filter = filter specifies what portion of mBDoc is to be replicated Simple intelligent replication = replication rules specify recipients of entire mBDoc In addition to initial download and delta download of data. data is placed in delta queues (R3AD*) Processing by the application proceeds just like for delta download All of the above The Data Integrity Manager is a CRM tool to repair inconsistent customized settings and inconsistencies between objects across components in the CRM landscape. A mass delta download may be necessary when a change is implemented in the ERP back end that affects large volumes of data (e. a data flow acknowledgement is sent. as defined in Business Adaptor Object. R/3 Adapter in CRM maps the BAPIMTCS structure into an mBDoc.16 A. True False Business object data can be uploaded from CRM to R/3. Systems that wish to receive the CRM data must subscribe to it. 2. E. based upon the business adapter object specification. R/3 Outbound adapter converts the BDoc to the BAPIMTCCS structure for R/3. BDoc is placed on the CRM Outbound message flow. B. D. . E. D. B. on CRM selects the GUIDs of the relevant data. 2. Will the execution of the request overwrite entries of customizing objects and business data? Yes No Delta loads allow a continuous synchronization of predefined adapter objects between R/3 and CRM. D. a field must be changed for all BPs). When the R/3 system has processed the inbound data successfully by writing the data to the database.18 A. C. which starts the Inbound message flow which calls the validation service. Page 62 of 86 A. 2. or from CRM to R/3. an individual request can be created and executed to load selected data from R/3 to CRM. Data is collected in mass queues in the ERP back end (queue name: MASS_CRM_*) Data is bundled & placed on inbound queues (MASS_CRM_*) on CRM via RFC When queues are processed in CRM. B. C.15 A. These are placed in queue with naming convention CRI*R3AI. E.B. Select the statement that is not true about delta loads. including R/3 back ends. B. C. Customizing data updates are sent to the CRM server immediately (as soon as changed data is saved in R/3). 2. Which of the following items is NOT a part of the initial upload of data from CRM to R/3? Definition of business adapter object with flow context identifying CRM as source site and R/3 as target site Extractor. B. Business data updates are sent to the CRM server immediately (as soon as changed data is saved in R/3).g. 2. C. Delta load is automatically activated after a successful initial load. based upon the customizing adapter object specification. D.
B.20 A. B. Sites that wish to receive CRM delta upload data must be defined as subscribers.19 A. last service. etc. 2. Subscription can specify filter criteria for the published data. 2. What are the types of actions that can be configured for error handling? Workflow Event Email function All the above Transaction SMW01 can be used to display the reason for an error in BDoc processing. C. CES deletes the queue when the error condition is received. 2. The error segment contains a message type. After analysis. for a specific site type or for aborted messages. C. 2. 2. but the change (delta load) results in either an error or missing data update in R/3. C. B.25 A. service return code.22 A. Page 63 of 86 A.24 A. future analysis All the above In a situation where a business object has been changed in a CRM server application. what are steps are to be performed as part of error handling? Check the outbound and the inbound queues. What is “not” true about CES (Central Error Handling Service)? CES is started by flow control on receiving internal or external error conditions. D. Errors are checked in the Error Segment of the BDoc message. C. must subscribe to the publication. Subscription can specify the actual fields to be used for filter criteria. C. Individuals that wish to be notified of CRM delta upload data must be defined as subscribers. for a specific BDoc type. B. An Error has occurred when the service returns which values on the field MGSTY of the standard interface parameter BAPIRET2? E X A Error handling can be configured to perform a standard error action for all messages. B. C.23 A. how can the BDoc be marked? Mark the BDoc as “delete” to avoid re-processing that might lead to inconsistencies Mark the BDoc as “delete saving Ids” to have the object ID added to the BDoc Recovery Work List for further. The modular structure of the middleware server allows central error handling where each service or adapter can return error messages or codes to the overall process control. Error information is part of the error segment which is part of all BDoc messages. 2. .21 In what scenario is Publication valid? Initial download from R/3 to CRM Delta download from R/3 to CRM Delta upload from CRM to R/3 Initial upload from CRM to R/3 What does Subscription mean in the context of uploading data from CRM? Sites that wish to receive CRM delta upload data that’s been published. B.2.
C. E. Select the error handling configuration options below that is not valid. B.26 A. 2. E. D. Standard Error action possible for all messages Error Action Specific for BDoc Type Error Action Specific for Site Type Error Action for Aborted Messages Error Action for Specific Object Type Page 64 of 86 . D. F. Check BDoc messages including the Middleware trace information Check the table BDOC_TRACK in the R/3 system if R/3 is the target system Check the RFC destination and the logical system assigned to the site Check the queues used for communication All the above Error handling can be configured for messages in a variety of ways.B. C.
1 A. D. a number of customizing steps are necessary. B. Yes. B. D. C. True False What is “not” true about IDOC processing? IDocs can be used to send messages to SAP exchange infrastructure. C. Identify the step below that is not part of customizing IDoc for outbound processing. When using IDocs for outbound processing. D. IDocs can be written to a file. C. where an IDoc XML document will be established & mapped into other XML schemas. E. IDoc cannot be used to send messages to a flat file IDocs can be used to send messages to Business Connector. C. Create an RFC destination (T Code: SM59) Create a logical system (T code: SALE) Create a receiver port (T Code: WE21) Page 65 of 86 A. B.7 A. 3.5 A. where an IDOC XML document will be established & mapped into other XML schemas IDocs can be used to send messages to an ALE converter where IDocs are mapped into standardized message formats (EDI communication). B.3 3. IDocs can only be sent via tRFC. IDoc format is faster for data transfer than SOAP/XML because an IDoc contains no metadata information.6 A. 3.2 A.4 Data Exchange with Third Party Back End An XIF (External Interface) Adaptor is used for data exchange of data objects between CRM server and: External Non-SAP system R/3 System BW System All of the above What formats are used for Data Transfer in XIF? XML / SOAP ALE / IDoc HTML PDF All the above Inbound transactions from an external system to the CRM server received by the XIF adaptor in XML or IDoc format are converted into what format for internal processing? sBDocs mBDoc BAPIMTCS When using XIF for data exchange between CRM and an external system. B. Is it always necessary to define a TCP / IP RFC destination for the receiver system for IDocs? No.3 A. 3. C. B. 3. IDocs can be used to send messages to ALE messaging system. 3. B. E. 3. .
Identify the steps below that are not part of customizing SOAP/XML for outbound processing. C. H. (T Code: CRMXIF_C1) When using SOAP/XML for outbound processing.8 Enter Inbound Parameters (T Code: WE20) Enter Outbound Parameters (T Code : WE20) Create a Partner Profile (T Code: WE21) Create a Site (T Code: SMOEAC) Maintain Subscriptions for Publications (T Code: SMOEAC) Assign maintained site to interface type. Create an HTTP destination (T Code: SM59) Create a Logical Destination (T Code: SALE) Create a Receiver Port (Tcode: WE21) Enter Outbound Parameters (T Code : WE20) Create a Partner Profile (T Code: WE21) Create a Site (T Code: SMOEAC) Maintain Subscriptions for Publications (T Code: SMOEAC) Assign maintained site to interface type. G. Page 66 of 86 . C. a number of customizing steps are necessary. 3. H.9 A. B.D. I. 3. B. G. E. D. (T Code: CRMXIF_C1) Which Partner Type is used when defining partner profile for IDOC processing? LS (Logical System) GP (Business Partner) LI (Vendor) A. F. E. F.
D. E. 4. R3AC3 or R3AC5 Download Monitor under transaction R3AM1 Requests and DIMa Problems can be checked in the same way as Initial loads with a few exceptions Download Monitor for Request is not R3AM1 but R3AM3 Requests queue name starts with R3AI* DIMa queue names can be R3AH* DIMa queue names can be R3AT* Requests queue name starts with R3AR* What is the destination used for loads from CRM to CDB ‘NONE’ ‘CDB’ ‘CRI’ None of the above When a load has not been started one of the reasons could be number of running initial loads. Requests and DIMa instances is higher than SMOFPARSFA parameter MAX_PARALLEL_PROCESS TRUE FALSE Which of the following statements is true with regard to the order of loads that are started when there are not enough free processes? Requests are started first. but only after starting initial load of objects with parent objects that have green status There is no particular order that needs to be followed To abort an Initial Load. D. C.4 A.7 Page 67 of 86 . ahead of DIMa Instances DIMa Instances precede requests Requests precede DIMa Instances. D.2 A. 4. check the following BDoc Monitor under transaction SMW01 Object Management only under transaction R3AC1 Object Management only under transactions R3AC3 or R3AC5 Object Management under any of R3AC1.3 A. B. D. which of the following steps are necessary? A. 4.4.6 A. E. B. C. E. B. C. C. B.5 Transaction Download Monitor (R3AM1) gives: Status of Business Objects only Status of the Requests only Status of DIMa Instances only Only the status of Business Objects and Requests Status of all the three To find out which BDoc type is used for a Business Object. 4. 4. B. D.0 CRM Middleware Operations 4. 4. B. C.1 A.
check R/3 system for dumps and vice versa It is fine to delete queue entries if they fail specifically due to short dumps In order to verify that requested data has reached CRM from R/3 Check Check Check Check Check for queue entries in CRM Inbound Queue that there is no error status for queue entries in CRM outbound queue that there is no error in flow trace SMW01 that there are no BDoc’s in error status for short dumps in ST22 in CRM if BDoc has technical error for short dumps in ST22 in R/3 if BDoc error is validation related To process a BDoc that is in error status the following options are availableRestart the erroneous BDoc. it shows load is not running Block number has no relevance to the load status Use transaction R3AM1 to check the status of objects Which of the following statements about queues entries are false When queue status is ‘SYSFAIL’. Check if ‘inactive’ flag is set for a needed table in the Business Adapter Object All of the above 4. B. C. B.8 A. E. B. D. C. C.11 A. C. E. C. if changes have been made to Business object after the original Bdoc Delete the erroneous BDoc and schedule job to create a new one All of the above depending on the Business Object If the Data that is loaded through Business Object is not complete. Abort initial load in R3AM1 Cancel the related process under transaction SM50 Delete queue entries in SMQ1 and SMQ2 All of the above One of the above depending on the load object Which of the following statements are true with regard to the object status while load is running For those objects running successfully number of blocks processed increases For those objects running successfully. it could be due to a short dump ‘SYSFAIL’ queues are automatically started after fixing the error If you get a SYSFAIL in outbound queue in CRM. D. C. E. B. 4.9 A. B. 4. B. Set BDoc status to ‘completed’ manually and define a request to get another BDoc. D.10 A. E. If more than one filter condition is maintained. queue status is set to ‘RUNNING’ If the block number does not increase or is 0.13 A.A. which of the following checks are logical Check transaction ST22 for short dumps in CRM Check the filter condition in Business Adapter object Check Inbound queue entries for status ‘PARTIAL’. D. D. 4.12 A. the filters are combined so that Conditions on same field of the same table are combined using logical OR Conditions on all of the fields used are combined using logical AND Page 68 of 86 . if no changes have been made to Business Object after the original BDoc creation. 4. B. D. 4.
C. E. B. 4. D.17 A. B. E. C. 4.C. 4. TRUE FALSE Events are Client-independent and can not be activated/deactivated at client level TRUE FALSE To deactivate an event. D. maintain table CRMRFCPAR in R/3 only for the relevant Business Object TRUE FALSE Which of the following are potential reasons when a delta load has not transferred any data from R/3 to CRM? RFC Destination may not have been set properly Outbound queue may not have been registered properly Initial load for the same business object may be still running Filter condition may have excluded the data All of the above When a BDoc has a validation error.14 A. B. B. 4. D. B. a corresponding short dump can be found in transaction ST22 TRUE FALSE For multiple data the Flow Context is MO1 MO2 MOA MOB MO0 Which of the following statements is correct with regard to data replication in general? Page 69 of 86 .18 A. D.15 A. B. 4. B. E. 4.16 A. 4. E. C.19 A.20 A. 4.21 Conditions on different fields of same table are combined using logical AND Conditions on different fields of different tables are combined using logical OR Conditions on different fields of different tables are combined using logical … AND which of the following are checked to verify if delta load is active? Check if applications BC-MID and NDI are active in table TBE11 in R/3 Check if Events are active under transaction R3AC4 in CRM Check table CRMRFCPAR for entry specific to event in R/3 Check table TBE31 in R/3 for list of events matching R3AC4 findings All of the above Events in transaction R3AC4 are automatically activated if an initial load is started.
22 A.23 A. status in BDoc monitor will be – “Send to Receiver. TRUE FALSE Page 70 of 86 . 4. C. From Flow Context. data is replicated to R/3 site but has not been actually transferred. B. not all have responded”. Replication Service is called to get subscribers. 4. For each receiver. Which of the following checks are meaningful? Check Check Check Check Check if if if if if the Inbound queue for the site is registered properly RFC destination is the correct one in the Site parameters RFC destination used for the site is defined properly RFC User is locked or missing authorizations in target system the R/3 site is de-active or any subscriptions are missing When Data is replicated and transferred to the site but there was no response from the site. Outbound adapter is called. B. D. D. E. Subscribers are obtained from which Replication Service is determined and Outbound adapter called for each Replication Service Replication Service is called get Subscribers. C. Always with in a Flow Context.A. but Replication service need not be necessarily be with in a Flow Context Sequence of this depends on the Site Type In a problem scenario. B.
A. E. the following steps are required Setup MTS(Microsoft Transaction Server) in the CRM Middleware Setup MTS(Microsoft Transaction Server) in the Communication Station Setup RFC connection in SAP . The connection Manager on the CRM side controls the inbound and outbound queues to mobile client The Mobile Application Studio(MAS) and Mobile Application Repository(MAR) are based on the JAVA technology. 5.NET connector connection in CRM Server Test the connection Page 71 of 86 . selects all applicable: The BDoc Layer in mobile client handles the access to local database The BDoc Layer in mobile client stores the data in a local queue with transferable format to CRM server.Net connector Which of the following are NOT the layers which handle the communication between CRM Middleware and Mobile client TCP/IP BDoc qRFC COM+ IDoc To setup the connection between Communication station and CRM Middleware.4. A. A.NET connector in the communication Station Setup SAP . E.3. C. C. Microsoft . D. E. E.1. D. B.5. The following components are used in the data connection between Mobile client and CRM Server Java Connector DCOM Component Connector COBRA Connector Microsoft Transaction Server. A. 5. D. D. The Connection Manager on the mobile client side triggers the Transaction Layer to read inbound data 5. B. B. 5. 5. Field Sales In SAP CRM Fields Sales.2. D. C.5. E. B. A. C. B. C. the mobile client does NOT contain the following components Business Object Layer BDoc Layer User Interface Layer CDB (Consolidated Database) Local DB Which one of the following descriptions are True.
Define the database structure in the mobile client Initiate the first connection from the mobile client to the CRM server None of the above 5.11. Customizing Initial download from CRM online Database to mobile client Customizing Initial download from CRM online Database to CDB. E. C. D. E. Customizing Initial download from CDB Database to mobile client Customizing Initial download from R/3 to CRM Master data initial download from CRM online database to CDB Page 72 of 86 . B. B. E. C. D.5. To setup the CRM mobile client. C. C. Choose the correct description about BDoc for SAP CRM mobile application mBDoc is created for the communication between the mobile application and CRM server sBDoc is created for the communication between the mobile application and CRM server BDoc segments are constructed in a flat structure A root data segment contains a unique root ID is part of the BDoc. D. E. Data mapping normally happens at the hardware interface level Which of the following data segment is in the BDoc header Data segment Control segment CDB segment Error segment Time segment In CRM server. D. In CRM mobile application. Which of the following are correct about CDB? CDB(Consolidated Database) technically are sets of tables in the CRM database CDB is a separated physical database specially for mobile applications on CRM server.10.7. D. B. C. A.6. 5. What is the next step to be done after the site ID is initialized A. which of the following need to be done A. what is defined to represent mobile client Node Segment Element Site Entity 5. E.8. a corresponding table exists in CDB CRM online database can also synchronize with mobile client. C. B. A. 5.9. B. B. In the Initial configuration of mobile client. E. Create a site for the mobile client in CRM middleware admin console Assign data subscription to the newly created sites. D. 5. A. A. CDB can synchronize the delta data change with mobile clients For each table on the mobile client.
14. All the CRM tables and the data can be replicated into mobile client Data realignment can be handled easily for mobile clients.16. Which of the following component is used to map messaging data flow(mBDoc) to the synchronization data flow(sBDoc) A. Download the customizing objects from R/3 to CRM Monitor the R&R queue in the Queue monitor.12.13. C. Automatic Bulk Manual Intelligent None of the above 5. E. E. B. B. Trigger AC extract in the Administration console Start program ConnTrans in the mobile clients None of the above Page 73 of 86 . E. D. B. Which of the following are the reasons to use sBDoc A. 5. D. Which of the following are steps to trigger to initial download from CDB to the mobile clients A.17. E. while one intelligent publication can only assign to one replication object None of the above 5. D. bulk publication does not. E.. C. Mobile connector Data connector Mobile bridge Data mapping adapter BDoc adapter 5. D. B. D. E. Optimized the large data volume from CRM database to mobile client Provide the feature of replication rules to define data distribution Look-up table can be created for realignment. Bulk publication has better performance than intelligent publication Intelligent publication defines filter rules at the fields lever. Intelligent publication can correct error in data automatically. One bulk publication objects can be assigned to multiple replication objects. while bulk publication can not. C. Define sites Define publications by grouping replication objects and assign to subscriptions Assign subscriptions to sites Monitor the Initial download data flow Define Mobile object data structure. C. D. 5. C. B. B.5. What is the difference between Bulk publication and intelligent publication A. What kind of publication can be defined for mobile scenario A. The administration console can NOT be used to A.15. C.
C. C. The Look-up table can be used to restore the data in mobile client in case it is crashed. which of the followings take place A. D. after the Conntrans program is started in mobile clients. 5. Which of the followings about Look-up table are true. During the synchronization. D. E. B. Which of the following are descriptions about synchronization loads between CRM and Mobile clients A. C.18. B. C. E. E. It is generated when the intelligent replication objects are created It is generated by the Bulk replication objects It contains Replication key (Root ID) and site ID It is filled during the realignment. When the data in mobile client is changed. 5. Replication & Realignment will happen in both intelligent replication and bulk replication The look-up table will be updated during the realignment if necessary. D. The data package of synchronization load is stored in the outbound queue before the next conntrans connection.23. It collects the useless space in the CDB and release it for use. B. C. D. Data from CRM is downloaded and written into local DB of the mobile via the inbound queue after Data in the Outbound queues of the mobile clients are uploaded More than one queue can exist from a mobile client to CRM server 5. 5. a realignment is triggered. B. The local database by the BDoc Layer the BOL(Business Object Layer) The outbound queue if the changed data is relevant to the Data synchronization The CRM inbound queue None of the above 5. B. D. Transaction R3AS is used to trigger Customizing objects synchronization load The customizing adapter objects supports synchronization load if its ‘Function’ field contains value ‘COMPARE’.22. Customizing objects can only be synchronized in the initial loads Transaction R3AS4 is used to trigger Customizing objects synchronization load. the changed data will be saved in A. E. It collects all the data error during the replication.20. Select the correct ones from the following about Data collector services A. One sBDoc can only map to one mBDoc thru the mobile bridge Data in sBDoc is written in the CDB before it is distributed to the mobile client If any of the criteria fields is changed in the replication object. Message Transfer service starts and connect to the CRM server via Communication Station Data is copy from mobile client directly to the CRM online database Data from CRM is downloaded into Mobile client before the data from mobile client copied to the CRM server. Select the correct ones from the following about intelligent Replication: A. B. select all applicable: A.19.21. Page 74 of 86 . E.5.
A connection the CRM server must exist The meta data on mobile client is synchronized with the BDoc repository in CRM No connection to CRM server is needed. E.e the criteria field is changed.27. E. adding or deleting subscriptions It is always triggered manually Minor alignment (AKA BDoc-Based realignment) happens when data is changed. 1 2 3 4. i. None of the above 5. A. In the Replication & Realignment queue Monitoring. D. Page 75 of 86 . C. E.C. B. D. Realignment has the following characteristics: A. It collects BDoc messages of a particular object type to improve the data extraction performance It is defined as a Subscription in the Admin Console It is defined as a logical site and assigned to a physical site to collect data 5. The Mobile Client Message Recovery can be used to A. To check the metadata consistency in the mobile client. 5 5. It is mainly used to improve performance Major realignment(AKA Packet-Based realignment happens when subscriptions are changed.26. E. D. D. Monitor the status of the BDoc from CRM server to mobile clients Control the performance of the BDoc replication Reprocess only the error BDoc Data Reprocess only the both the successful and error BDoc Data. B. how many queues are displayed A. B. Consistency is check between the stored procedures on mobile client and stored procedures on the CRM server An ABAP program on the mobile client is created to perform this task. C. i.25.24. It ensures the distributed local DB is consistent with the CDB 5. C. B.e. E. D. C.
B.C Section 3 – CR010 3.D.15 C 3.7 2.4 C 3.1 2.17 D 3.D 3.7 D 3.17 2. D.E B B.D A D B A.11 B 3.12 2.D B.12 A 3.D 3.13 B.13 2.B 3.8 C 3.E A C E B.Answers CR010: Question Section 1 – No Questions Section 2 – 2.16 A.16 2.D A.5 2.4 2.B.6 A.1 B 3.6 2.9 B 3.D 3.8 2.3 A 3.3 2.C.15 2.18 C Page 76 of 86 .D B A.19 Correct Response/s CR010 CR010 B A.9 2.E C B.11 2.10 2.5 C.B 3.14 C 3.10 A 3.2 A.C.18 2.14 2.B.2 2.D C.
2 C 5.22 3.13 B 4.C Section 5 – CR010 5.0 A.C.19 3.21 3.B 5.D 4.D B A B A.2 A.B.B 4.C 4.20 A.29 C C A.3 D 4.C 4.18 A 4.D.4 C Page 77 of 86 .23 3.C.3.25 A.D C A B D Section 4 – CR010 4.21 A.16 B.E 4.D 4.B.22 B 4.0 A.17 A.20 3.6 B.C.7 A.15 C 4.4 A 4.5 D 4.1 A 5.1 B.28 3.C 4.10 A 4.C 4.9 A 4.24 3.8 B.E 4.D 4.B.11 B 4.14 A 4.25 3.12 C.27 3.D 4.19 A.B 4.24 B.26 3.D 4.23 C 4.B.3 B 5.
D A.D D A A.17 5.6 5.B.1 C.11 5.16 5.9 A.19 A.19 5.D C B D Section 6 – CR010 6.14 5.C.B 6.D 6.2 B.C.D A.11 A 6.21 5.12 5.5.C.B.1 A.B Section 7 – CR010 7.D 6.C.24 5.D A.B A.D 7.D 6.13 5.10 5.D 6.B.D 6.3 A 6.C.5 D 6.12 B 6.8 B 6.10 A.B.16 A.23 5.7 5.4 A.8 5.5 5.6 A 6.D C B A.20 5.7 A 6.25 B.C B D A.C 6.17 A.B A.B.13 C 6.C C.18 5.D Page 78 of 86 .2 A.C B.15 5.C 6.22 5.15 A.14 D 6.18 A 6.9 5.D B.
C 8.7 7.14 A.4 7.4 C 8.7 C 9.8 A.9 B 8.8 B.C.5 7.2 A.1 A.D Section 9 – CR010 9.6 7.13 C 8.3 D 8.C.12 B.D 9.3 A.9 B Page 79 of 86 .B.5 A 8.C 9.D 9.D 8.D B.D B.8 A 8.B 9.B.4 A.B.1 B.B.C.7.C A A.5 B.D 8.C Section 8 – CR010 8.D 9.3 7.D A.2 A 9.B.11 A.C.6 B 9.C 8.6 A 8.7 D 8.C.10 A 8.
9 2.8 Correct Response/s CR100 . C D A Page 80 of 86 .3 1. B.E C.2 2. D A. E E A A.1 2.4 1.6 3. C.5 3.11 A A A.12 3.4 3.15 3.3 2.13 3.7 1. B. B. C.4 2.1 3.9 3.1 1. D. E C C A.16 3.Business Partner 2.CRM Overview A.5 1. C A.14 3.10 2.11 3. B.8 3. E. D.10 3. C A. A. C D A. C.2 1. B.6 1. E Section 3: CR100 . F A.6 2. D. B.3 3.2 3.5 2. C. D. D CAddress-dependent communication data is part of BAS C. B. E A.8 2.7 3. D F C.Answers CR100: Question Section 1: 1.Organization Management 3. B.17 A B A B A A E A B B A A. E Section 2: CR100 .7 2.
D A A.2 6.13 5. C B.5 4.22 A.8 5.16 5.19 3.4 5.2 4.18 5.12 5.3 4.20 5. D E D D E B.3 5.1 4.21 B B B C Section 4: CR100 .4 6.3 6.14 5.2 5.9 4. C Page 81 of 86 . B A.5 5.4 4.20 3.21 5.18 3. A A.5 D E D F B. D C B.7 5.7 4. D A A.17 5. A A A A B C.1 6.9 5.8 4.Product Master 4. B A B A B B. D B.Activity Management 6. C.10 C F A A.10 5.11 5.3.Transaction Processing 5.6 5. D D Section 5: CR100 . D B. B.19 5.15 5. C Section 6: CR100 .6 4.1 5.
2 8.4 8.4 9.9 6. C. D B.9 8.12 B A E A.10 E D D E D Section 7: CR100 . D A. C. A.2 10.10 8.Pricing fundamentals 9.6. B. A.3 8.11 8.C A Section 8: CR100 . B B A. G • B is available only starting 5.2 7. B. B. B.5 8.3 10. D.6 9.Partner processing 7.4 A.6 7.9 A. B. F. D A A A A A. B. C. B B.2 9. A. D C. D. D D D Section 10: CR100 .6 6.4 7. D.1 10. B. A.1 7.5 9.1 8.Actions 8.7 A. B. E.7 8.8 6.7 6.5 7. B A. E A. D C. G C • should be FI-AR (Accounts Receivable) or FI-CA (Contract Accounting) A. A. F.8 9.0 Page 82 of 86 . A.1 9. C. C B. B.3 7. C B Section 9: CR100 .7 9.CRM Billing 10.6 8. E A C B A.3 9.8 8.
E C E C C A B E Page 83 of 86 . C. E D.9 12. B E allows both individual as well as collective cancellations.6 12.10 12.5 11. C.7 11. D C. B B.3 11. B.CRM Middleware 11.11 12.8 12. C. B. A.3 12.12 A.2 12.11 10.12 12. D Section 11: CR100 .13 12.1 11.8 10.6 11. A A.8 A.1 12.15 T F T F T E B A.5 12. D B. A.5 10. C D. E B C. C. B B.4 12.2 11. E Section 12: CR100 . D.7 10. D. E B. A.9 10. D D. C.6 10.People-Centric CRM 12.10 10.7 12. E C.4 11.• 10. A. C A. C.14 12.
6 2.Answers CR500: Section 1: CR500 .C.E Middleware B B.15 1.24 1.4 1.4 2.12 1.2 2.11 1.9 1.28 B.12 T T A F T F A.18 1.D Available-to-Promise (ATP) B True True False B.5 1.D.5 2.21 1.E Section 2: CR500 .3 1. B.25 1.16 1.11 2.Overview 1.22 1.8 2.10 1.C.B.7 1.19 1.C.C.20 1.23 1.9 2.D Server True Communication False B.D A.1 1.7 2.1 2.17 1.Data Exchange with SAP R/3 backend 2.8 1.3 2.6 1.14 1.C.D.C.2 1.27 1.D.E NetWeaver Application Server True A.13 1.26 1.10 2.E A True True False A.E C A.D True C. D C B F D A Page 84 of 86 .
9 A A.13 4.7 4.18 4.4 4.C C C F E Section 3: CR500 . D B. C.16 4.8 3.2.12 4. E D E D D Page 85 of 86 .E A Section 4: CR500 .5 4.Data Exchange with Third Party Backend 3.23 2.4 3. A.D.22 2.15 2.14 4.19 4.18 2. A. C C.6 4.21 2.26 B. B.14 2. A.16 2. A.2 3.20 A D A. A.1 3.3 4.17 4.19 2.25 2.24 2.17 2.20 2. D A D E T D C A C A.6 3.15 4.B B A B A D B.5 3. B D C. B.CRM Middleware Operations 4. T T F E F B. B.1 4.2 4.7 3.C. C. A T C D A.10 4.8 4.13 2.3 3.9 4.11 4.
D.5 5.B.14 5.D B.D.E A.E B.2 5.15 5.E B.E B.D B C A.21 5.E D.D.C A.8 5.D B.C.13 5.7 5.D.17 5.C.22 5.24 5.D B.D E A.16 5.C. E B.21 4.25 5.23 5.10 5.27 D A.19 5.B.D B.11 5.1 5.B.E A.E C.22 4.4.C.6 5.D B.9 5.CRM Field Sales 5.4 5.D Page 86 of 86 .E D.B. C.23 A B.C.C E A.18 5.D B D A.3 5. D T Section 5 – CR500 .E A.26 5.20 5.12 5.
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