What are the benefits of CRM Analytics? Note: There are 3 correct answers to this question.
CRM interactive reports can be used to analyze activities, leads, and opportunities.
Analysis scenarios provide predefined packages and content for controlling customer-focused processes.
CRM Analytics can be used to transfer SAP ERP documents to the SAP CRM system for analysis.
CRM Analytics can be used to predict customer behavior.
CRM Analytics can be used to measure CRM service transaction profitability in real time.
You want to systematically create service orders from a service contract at specified periods. What do you need to define?
A product service letter
Service Level Agreements
A service plan
Counters
Your customer asks you to explain the difference between quotations and sales orders. Which function is supported in quotations but not in sales orders in SAP CRM?
Sales probability
Campaign determination
Use of payment cards
Availability check
You want to automatically set all expired quotations to complete. What is the most time efficient way to achieve this requirement?
Define an alert profile.
Define an action profile.
Define an incompleteness procedure.
Define a workflow template.
Which of the following actions can Interaction Center agents start when processing inbound phone calls? Note: There are 3 correct answers to this question.
Qualify a lead.
Identify the account.
Start the interactive script editor.
Identify an installed base component/object.
Create a new alert.
Which of the following components embedded in the CRM middleware are part of the CRM Web Channel environment? Note: There are 2 correct answers to this question.
Index server and search engine.
Consolidated database (CDB).
Internet Pricing and Configurator (IPC)
Communication management software
For which of the given processes is CRM Billing required for invoicing? Note: There are 3 correct answers to this question.
Service parts management
Service order management
Financial service and leasing
Intellectual Property Management
Sales order management
Your customer has sales quotations and orders up and running in SAP ERP (standard functions). What is the best option in terms of effort to integrate SAP ERP and SAP CRM.
Create corresponding transaction types in SAP CRM to replicate documents from SAP ERP.
Create corresponding transaction types in SAP CRM for replication to SAP ERP.
Use SAP ERP quotations and sales orders in SAP CRM without document replication.
Replace SAP ERP quotations and orders with SAP CRM quotations and orders.
Your customer wants to use a new business activity to capture trade fair contacts. Which of the following settings are mandatory to fulfill this requirement? Note: There are 2 correct answers to this question.
Maintain item category determination for the trade fair contact transaction type.
Create a new task type to initiate follow-up activities with the trade fair contacts.
Define a transaction type for the trade fair contacts with leading transaction category "business activity."
Maintain business-activity-relevant data for the trade fair contact transaction type.
Maintain questionnaire determination for the trade fair contact transaction type.
What is the Integrated Communication Interface (ICI) used for in SAP CRM?
O To enable communication between SAP CRM and mobile clients
O To enable communication between SAP CRM and SAP SCM
O To enable communication between SAP CRM and Computer Telephony
O To enable communication between SAP CRM and SAP ERP
