CRM Foundation Certification Test Informal Study Guidev.02

CRM Foundation Certification Test Informal Study Guide (Compiled by CRM Service, Marketing and Analytics Delivery Consultants)

CR010, CR100, CR500 – Sample Questions Instructions: • 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. Overview 2. Introduction 3. CRM Architecture 4. CRM Master Data 5. Business Transactions in CRM 6. Marketing Planning and Campaign Management 7. Internet Sales 8. CRM Interaction Center 9. CRM Mobile 10. Summary

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1.0 CRM Overview No questions for this section

2.0 Introduction 2.1 Winning models are driven by three core elements called what? A. CRM B. Core Value Optimization C. Integrated Values D. Customer Optimization 2.2 The three core elements of Customer Value Optimization are: A. Personalization B. Collaboration C. Customization D. Integration E. Individuality 2.3 __________ is the core value when customer driven solutions supersede product selling. A. Personalization B. Collaboration C. Customization D. Integration E. Individuality 2.4 ____________ 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. A. Personalization B. Collaboration C. Customization D. Integration E. Individuality 2.5 ____________ is the core value that multi enterprise value networks share information

and supersedes vertically integrated chains. A. Personalization B. Collaboration C. Customization D. Integration E. Individuality 2.6 Three essential contact channels currently available to the customer in sales are: A. Direct Sales B. Publications C. Interaction Center D. Interactive selling E. Internet

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2.7 ____________ is the sales method that traditionally involves a sales or service rep meeting with the customer directly.

A. Direct Sales B. Publications C. Interaction Center D. Interactive selling E. Internet 2.8 _____________ is the central point where all calls and phone interactions take place. A. Direct Sales B. Publications C. Interaction Center D. Interactive selling E. Internet 2.9 _____________ consists of using the Internet to buy and sell. A. Direct Sales B. Publications C. Interaction Center D. Interactive selling E. Internet 2.10 The goal of CRM as a business concept is to: A. Decrease time required to be spent with the customer B. Show one face to the consumer C. Provide easier access to consumers D. Enable all employees in contact with the customer to be informed of all past interactions

by all contact channels 2.11 CRM Direct sales differs from traditional sales in that CRM Direct Sales: A. Deals with decentralized information about customers B. Enables all information to be available to everyone C. Typically only allows limited information to be passed to other agents D. Enables representatives in the field to have hands on knowledge of all interactions 2.12 Interaction Center with CRM differs from Traditional Interaction Center in that CRM

Interaction Center: A. Individual departments deal with incoming calls B. Contact is only by phone C. Integration of email, automated response systems and customer self service D. There is centralized solutions and knowledge management 2.13 The sales and purchasing of products on the Internet is based on what scenarios? A. Business to Consumer B. Internet Sales C. Internet Service D. Business to Business 2.14 What forms the analytical part of the CRM Solution? A. Business Warehouse B. CRM Performance Analysis C. Strategic Enterprise Management

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D. CRM Operative Processes 2.15 Data from where is copied from SAP Business Warehouse and processed? A. CRM Operative Processes B. Accounting C. CRM Performance Analysis D. Human Resource Management E. Logistics 2.16 Connecting to what enables you to include planning data in the evaluation alongside

operative data? A. Business Warehouse B. CRM Performance Analysis C. Strategic Enterprise Management D. CRM Operative Processes 2.17 Evaluations are structured so that what perspectives have a balanced relationship? A. Intelligence B. Finance C. Customer D. Internal Processes E. Learning and Growth 2.18 Because of the balance relationship for evaluations, what are visible and measurable? A. Single module cause and effects chains B. Cross module cause and effects chains 2.19 What organizational levels are available for CRM Performance Analysis? A. Group Based B. Role based C. Topic Based D. Time Based

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3.0 CRM Architecture

3.1 The CRM application incorporates a central CRM server and a series of extensions that: A. Process CRM-specific information. B. Enable access to the system via various channels and connections to other systems. C. Check availability of resources. D. Provide performance analysis. 3.2 mySAP CRM is the sum of all CRM functions and incorporates not only CRM components

but also what other components? A. Advance Planner and Optimizer B. Business Information Warehouse C. Human Resource Management D. SAP R/3 3.3 As of what release does CRM offer a flexible architectural CRM landscape? A. 3.0 B. 3.1 C. 4.0 D. 5.0 3.4 CRM is considered to have a flexible architecture landscape because: A. It utilizes CRM functions as well as incorporating other components. B. It is accessible via Interaction Center and Internet. C. It is possible to connect multiple R/3 backend systems as well as non –SAP systems. D. It has adapted middleware. 3.5 The application components supported by the CRM architecture include: A. Products B. Business partners C. Interaction Center D. Marketing 3.6 The business objects supported by the CRM architecture include: A. Products B. Business Partners C. Interaction Center D. Marketing 3.7 What layer of the architecture supports the controlled data exchange with other systems? A. Application components B. Business objects C. Business Information Warehouse D. Middleware

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3.8 Especially for mobile clients, what ensures consistent and up-to-date data set on the distributed local databases?

A. Software adaptors B. Message queuing C. Replication system D. Business Information Warehouse 3.9 What ensures the delivery and processing data? A. Software adapters B. Message queuing C. Replication system D. Business Information Warehouse 3.10 What is used to connect to external systems? A. Software adapters B. Message queuing C. Replication system D. Business Information Warehouse 3.11 Data is exchanged between the CRM system and the R/3 system primarily through: A. Software adapters B. CRM Middleware C. R/3 Middleware D. Business Information Warehouse 3.12 A plug-in installed where acts as a counterpart to the R/3 adapter supporting the

communication of data between the two systems? A. R/3 system B. CRM system C. 3rd party system 3.13 The initial data transfer includes what? A. Initial transfer of customizing, master and transactional data from the CRM system B. Initial transfer of customizing, master and transactional data to the CRM system C. Bi-directional transfer of customizing, master and transactional data D. Bi-directional delta data E. Delta data to the CRM system F. Delta data from the CRM system 3.14 The Advanced Planner and Optimizer (SAP APO) can be used to confirm if order materials

are available. The APO is: A. Located within the middleware and available to replicate information. B. A component of CRM. C. Is used in supply chain management but integrated with CRM. 3.15 The Business Information Warehouse: A. Is only used as a data source for CRM.

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B. Is used to exchange data between CRM and other SAP components. C. Can contain data for consolidation and analysis. D. Is a component of CRM. 3.16 The CRM component is accessed via what application components to offer access via web

browsers? A. Internet Sales B. Internet Customer Service C. Interaction Center D. R/3 3.17 The Internet application components are available via: A. Middleware B. Index server C. J2EE D. Webserver 3.18 For Internet users, the platform is considered: A. A closed SAP proprietary platform B. An open SAP proprietary platform C. An open non-SAP proprietary platform D. A closed non-SAP proprietary platform 3.19 For faster access to product data, the product catalog: A. Is stored with CRM Database. B. Is stored within the BW. C. Is exported from CRM to an external index server. D. Is imported to CRM from R/3. 3.20 What component provides configuration and pricing data for web applications? A. Internet and Pricing Customization B. Product Catalog C. Internet and Pricing Configurator D. Pricing Index 3.21 The Interaction Center architecture supports telephone and e-mail connections using

standard SAP Interfaces that include: A. SAPphone B. ATO C. CTI D. SAPConnect 3.22 CTI vendors must be certified through what SAP program? A. Platinum Program B. Complementary Software Program C. SAP Vendor Certification Program D. Computer Solutions Program

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3.23 SAPphone forms an interface between what? A. CRM application and CTI B. CTI and telephone switch C. CRM application and Web server D. CTI and Web server 3.24 What supports the complete e-mail cycle from and to the business partner? A. SAPconnect interface in connection with the e-mail server B. SAPconnect interface in connection with SAP workflow C. E-mail server in connection with SAP workflow D. CRM application in connection with the e-mail server 3.25 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?

A. Contact type B. Available business objects C. Business activity direction D. Different customer status 3.26 The data available to mobile users includes: A. All data with no restrictions B. Data for all customers C. Data in their area of responsibility D. Only assigned customer data 3.27 Mobile data is updated by regular data exchanges between: A. Laptops and central server B. Laptops and R/3 C. Laptops and BW D. Laptop and web server 3.28 The communication station serves as a: A. Mobile client B. Translation instrument between various data environments C. Middleware tool D. CRM plug-in 3.29 The CRM plug-in is located on the: A. Communication station B. CRM server C. Web server D. R/3 system

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4.0 CRM Master Data

4.0 Which of the following statements about business partners are true? A. Business partners include both organizations and persons. B. Business partners are at the center of business transactions. C. Business partners can be created multiple times for transactions that they participate in. D. Business partners provide customers a decentralized view of the business partner. 4.1 Which of the following statements about business partners are false? A. Business partner can be created once in the system. B. Business partner can only have one role. C. Business partner can have different relationships defined. D. The information about the business partner does not vary depending on the business

process in which the business partner is participating. 4.2 What are the three areas of business partner configuration? A. Business partner grouping B. Business partner configuration C. Business partner category D. Business partner role 4.3 Which of the following determines field control? A. Business partner grouping B. Business partner configuration C. Business partner category D. Business partner role 4.4 Which of the following determines number range? A. Business partner grouping B. Business partner configuration C. Business partner category D. Business partner role 4.5 Which of the following determines screen sequence and field control? A. Business partner grouping B. Business partner configuration C. Business partner category D. Business partner role 4.6 Which of the following statements are true of business partner category? A. A business partner category is used to classify a business partner as a person and an

organization. B. A business partner category is required information when setting up a business partner. C. Only one business partner category can be created for a business partner. D. The business partner category of a business partner can be changed at any time. E. The business partner category determines in which fields the user can enter data.

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4.7 Which of the following statements are true about the business partner grouping? A. The information in the grouping field determines how the business partner number must

be entered in the business partner field. B. It is required information when setting up a business partner. C. If external number assignment is used then you are not required to enter a number. D. If internal number assignment is used then you must enter a number. 4.8 Which of the following statements are true about business role? A. Attributes of the business partner role do not depend on the business process involved. B. The basis for the definition of the role is the business process. C. Business partners cannot be created with more than one role. D. The business role is used to determine screen sequence and field control of the master

record. 4.9 According to the role selected, varying data views are available. A. True B. False 4.10 What is the name of the data view that provides Address, Address Overview, and Central

Data? A. General Views B. Specific Views C. Relationships D. Fact Sheet 4.11 What is the name of the data view that provides Classification, Business Hours, and

Partner Functions? A. General Views B. Specific Views C. Relationships D. Fact Sheet 4.12 Which of the following statements are true about business partner views? A. The information extracted by role does not vary. B. There is only one type of data view available. C. For business processes that refer to a business partner, the system accesses different

areas of the business partner master. D. Different sets of data can be maintained in various sales areas for different roles. 4.13 Which extract from a data view would include address, address overview, and personal

data? A. Sold-to Party role B. Contact Person role C. Employee role D. Organization role

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4.14 Which extract from a data view would include address, address overview, organizational data, and sales area data?

A. Sold-to Party role B. Contact Person role C. Employee role D. Organization role 4.15 Which extract from a data view would include address, address overview, user, status? A. Sold to Party role B. Contact Person role C. Employee role D. Organization role 4.16 Which of the following statements are true about business partner relationships? A. Relationships are transferred to R/3. B. A relationship can have particular attributes assigned to it. C. A contact person can only be assigned to one organization. D. An organization can have multiple relationships with other organizations. E. A contact person can have multiple relationships with other contacts. 4.17 Products are differentiated according to which of the following product categories? A. Material B. Service C. Products D. Financing 4.18 Products can be material goods and non-material goods. A. True B. False 4.19 Which of the following statements about the product master are true? A. Data is stored in individual product master records. B. The product master record contains the data needed for product management. C. The product master is the central source of product-specific data. D. The product master only includes material goods. 4.20 Product data can be sub-divided into the following: A. Data that describes the product B. Data by material on non-material goods C. Data with control functions D. Data by product 4.21 Which of the following statements are true about the product categories? A. Different product-specific data is obtained according to the selected product category. B. Product categories are hierarchical structured groups that summarize products. C. Product categories group together products according to different criteria. D. The different criteria used to group products are the product categories.

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4.22 The criteria that groups together products are: A. Product categories B. Set types C. Attributes D. Product characteristics 4.23 The CRM-specific information that can be maintained and is freely definable is: A. Product categories B. Set types C. Attributes D. Product characteristics 4.24 Which of the following statements about product catalog are true? A. Product catalogs are used for presenting products everywhere but on the Internet. B. Product catalogs can be flexibly defined, configured and maintained in CRM system. C. Product catalogs use CRM-specific information and attributes to help organize and

structure products. D. The products in the product catalog are based on the setup in the Business Warehouse. 4.25 The general structure of a product catalog is characterized by: A. Validity period B. Basic characteristics C. Administrative data D. Used in only the Business-to-Business business scenario

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5.0 Business Transactions in CRM 5.0 Which of the following statements about business transactions are true? A. A business transaction in CRM portrays a business event such as a sales order, service

order or activity. B. A special transaction type determines the qualities of characteristics of the transaction. C. All business transactions available in CRM online are based on separate interface and

processing concept. D. Business transactions in CRM facilitate open loop process. 5.1 For individual tasks such as marketing, sales, and service, there are task-relevant

business processes. For the marketing phase, it is: A. Lead B. Opportunity C. Activity D. Contract 5.2 For individual tasks such as marketing, sales, and service, there are task-relevant

business processes. Which is relevant for all phases? A. Lead B. Opportunity C. Activity D. Contract 5.3 For individual tasks such as marketing, sales, and service, there are task-relevant

business processes. Which includes contracts and sales order? A. Lead B. Opportunity C. Activity D. Contract 5.4 The transaction processing interface serves to: A. Launch the business transaction type B. Launch the sales cycle C. Create, change and display business transactions in CRM D. Transfer transaction to R/3 5.5 Which of the following statements about the transaction processing interface are true? A. Business transactions are displayed in different formats. B. Only individual fields may change according to the transaction type. C. A common business transaction processing interface is used in all CRM transactions. D. All business transactions are based on a common interface. 5.6 What are the elements used in the screen for transaction processing? A. Activity B. Locator C. Display button

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D. Work area 5.7 Which of the following statements regarding copying transactions are true? A. This only copies the current transaction. B. You can choose to copy to a different transaction type. C. Header and item data are copied. D. Document flow is updated. 5.8 Which of the following statements about creating a follow-up document are true? A. You cannot choose the transaction type for the follow-up document. B. This displays how the document flows. C. Header data is copied, and you can select which items to copy. D. Document flow is updated. 5.9 Which of the following statements regarding activities are true? A. An activity is a transaction type used to record information resulting from interaction

between business partners. B. An activity can be at any time during the customer relationship lifecycle. C. An activity can be planned tracked and documented. D. An activity can only be administrated by a user and not by a user group. 5.10 Activities can be subdivided. What activity type contains data on a business partner at a

specific time? A. Action B. Business Activity C. Activity Manager D. Task 5.11 The activity type that contains information on which activities have to be completed by a

specific date for one or more employees is: A. Action B. Business Activity C. Activity Manager D. Task 5.12 The Activity Monitor contains selection variants, which include: A. My unfinished activities B. My finished activities C. Unfinished activities in my department D. Unfinished activities by my colleagues E. All finished activities 5.13 Within the activity, you define information such as a visit, telephone call or email. This is

the activity’s: A. Objective B. Status C. Priority D. Category

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5.14 Which of the following statements about activities and the Calendar are true? A. Activities can be created and changed in the Calendar. B. Activities can be created but can not changed in the Calendar. C. Activities can be changed but not created in the Calendar. D. Activities cannot be created or changed in the Calendar. 5.15 Which are the phases of Lead Management? A. Lead Generation B. Lead Creation C. Lead Qualification D. Lead Reporting 5.16 Lead business transactions are created in managed in: A. Opportunity B. Sales C. Marketing D. Service 5.17 It is worthwhile using opportunity management when: A. A small number of employees are active. B. High value sales orders are placed. C. Sales cycle is a short period of time. D. You want to automate advance sales activities. 5.18 Which of the following statements are true? A. A phase is a section of the sales cycle in which specific activities are executed. B. Sales cycles and phases can be defined according to company-specific requirements. C. Sales cycles and phases cannot be defined according to company specific requirements. D. Sales cycles cover a short period of time. 5.19 Sales methodology consists of which of the following modules? A. Project Goals B. Project Organization Chart C. Sales Activities D. Opportunity Evaluation 5.20 Sales orders for CRM: A. Get a status update from R/3 B. Are executed in R/3 regardless of source C. Are executed in CRM and updated in R/3 D. Are executed in Mobile Sales and transferred via middleware 5.21 When creating a CRM sales order, which of the following functions are supported? A. Product pricing and product configuration via Internet pricing and configurator B. R/3 conditions from the pricing viewpoint are called via middleware. C. Real time available-to-promise checks by using Advanced Planner and Optimizer D. Variant configuration is downloaded into R/3.

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5.22 Business transactions that serve to process sales processes have which of the following in

their structure? A. Company data B. Item data C. Header data D. Schedule lines 5.23 Which structure on the business transaction for sales processes consists of information

like sold to party, and purchase order number? A. Company data B. Item data C. Header data D. Schedule lines 5.24 Which structure on the business transaction for sales processes consists of information

like product number, quantity and price? A. Company data B. Item data C. Header data D. Schedule lines 5.25 Which structure on the business transaction for sales process subdivides an item

according to quality and delivery date A. Company data B. Item data C. Header data D. Schedule lines

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6.0 Marketing Planning and Campaign Management 6.1 Which of the following are characteristics of a marketing plan? A. Strategic level B. Operative level C. Focused on doing D. Focused on planning 6.2 Which of the following are characteristics of a campaign? A. Strategic level B. Operative level C. Focused on doing D. Focused on planning 6.3 Which of the following statements about marketing plans are correct? A. Marketing plans are set up in agreement with the programs of finance and product and

includes sales and cost planning. B. Marketing plans define actions that are carried out. C. Marketing plans define target and product groups, persons responsible and the budget. D. Marketing plans form the operative structure. 6.4 SAP CRM Campaign Management consists of which areas? A. Marketing and Campaign Planning B. Budget Planning C. Target Group Selection D. Campaign Execution 6.5 In which phase of campaign management does the integration of activities occur? A. Marketing and Campaign Planning B. Budget Planning C. Target Group Selection D. Campaign Execution 6.6 What is the central tool in CRM for editing marketing plans and campaigns? A. Marketing Planner B. Segmentation C. Execution and Activity Management D. BW Info Cubes 6.7 Which of the key figures in Marketing and Campaign Planning includes the number of

activities and number of responses? A. Marketing Monitoring B. Marketing Performance C. Marketing Execution D. Marketing Monetary

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6.8 Which of the key figures in Marketing and Campaign Planning includes response rate and success rate?

A. Marketing Monitoring B. Marketing Performance C. Marketing Execution D. Marketing Monetary 6.9 Which of the following statements about marketing plans and campaigns are true? A. Marketing plans can be structured in any fashion required by the organization. B. Marketing plans can only be structured to certain levels of detail required by the

organization. C. Campaigns must be planned as part of the marketing plan. D. Campaigns are operative while marketing plans are strategic. 6.10 Which of the following statements are true? A. Underneath a marketing plan, other marketing plans and marketing plan elements can be

assigned. B. The marketing plan elements are followed by campaign and campaign elements. C. Marketing and campaign elements serve as logical units in which authorization can be set. D. One marketing plan element can be used to structure the plan. 6.11 In which area is the selected marketing plans and their hierarchy displayed? A. Structure tree B. Work list C. Templates D. Work area 6.12 Which area lists the last five marketing projects that have processed? A. Structure tree B. Work list C. Templates D. Work area 6.13 Which area is used during editing as a proposal tool? A. Structure tree B. Work list C. Templates D. Work area 6.14 Which area displays marketing elements based on the selected object? A. Structure tree B. Work list C. Templates D. Work area 6.15 What data sources are available for target group selection? A. BW InfoCubes B. Info Set consisting of ABAP/4 queries

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C. Info Set consisting of marketing characteristics D. Characteristic group in the business partner master data 6.16 What activities must occur in the business partner segmentation process? A. Create the profile from list of characteristics and character values B. Assign the respective selection data sources C. Generate activities D. Select attribute lists 6.17 Which of the following statements are true of the activities of the campaign? A. Can be monitored to track progress of the campaign B. Can be updated as the result of the contact C. Can be updated during execution D. Cannot be updated during execution 6.18 Market potential and portfolio analysis are examples of attributes of which phase? A. Planning B. Execution C. Preparation D. Analysis 6.19 Which of the following statements about analysis are true? A. The value for the marketing element is automatically entered in the profitability segment. B. Actual cost are posted directly to WBS Elements. C. Automatic derivation of revenue’s for each company is possible with this method. D. Actual cost are displayed in SAP BW immediately.

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7.0 Internet Sales 7.1 There are two ways that SAP offers customers the ability to buy products via the web.

These are: A. Internet Self Service B. Interaction Center C. SAP Online Store with R/3 D. SAP Internet Sales with CRM 7.2 Which of the following are true about the Business-to-Customer scenario? A. Focus on anonymous market B. The customer is known to the enterprise C. Has special offers and product catalog views D. Focus on the user who may browse in the product catalog or visit Web shop 7.3 Which of the following are true about the Business-to-Business scenario? A. Focus on anonymous market B. The customer is known to the enterprise C. Has special offers and product catalog views D. Focus on the user who may browse in the product catalog or visit Web shop 7.4 Product catalogs can be used in more than one Web shop or defined for each Web shop. A. True B. False 7.5 Standard payment processing is possible: A. Per invoice B. For credit card payments C. For check payments D. For cash-on-delivery payments 7.6 Which of the following are available product catalog search criteria? A. Price B. Characteristics C. Hierarchy D. Free text 7.7 Which of the following are features of Internet Customer Self-Service? A. FAQ’s on products B. Interactive Solution Search C. Call me back button D. Service questions via the Internet 7.8 Which of the following are advantages of using Internet Customer Self-Service? A. Control access to information for customers B. Customers can contact your company by sending queries at any time

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C. Reduction of interaction cost D. Increase in work load for help desk

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8.0 CRM Interaction Center 8.1 What central CRM strategies are supported by the Interaction Center? A. Promotions B. Sales C. Service D. Marketing 8.2 What are the components of the Interaction Center user interface? A. Business partners B. Call state C. Action box D. Navigation area 8.3 Which component of the Interaction Center displays the interaction history? A. Business partners B. Call state C. Action box D. Navigation area 8.4 The application area consist of tab pages, which are also described as: A. Transaction processing B. Tool bars C. Workspaces D. Internet pages 8.5 Customer-specific components can be programmed and integrated into the interface. A. True B. False 8.6 Customer information is available to agents in the fact sheet. The fact sheet is part of

the: A. Application area B. CTI C. Action box D. Navigation area 8.7 Customer information is also available in the interaction history, which is part of the: A. Application area B. CTI C. Action box D. Navigation area 8.8 The product information (including the product master) to support the sales transactions

is in the product information, which is part of the: A. Application area

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B. CTI C. Action box D. Navigation area 8.9 There are several options for calling up product proposals in the Interaction Center. The

strategy that is based on the system proposing products is: A. Partner/product range B. Product proposal from Marketing C. Sales history D. Product configuration 8.10 There are several options for calling up product proposals in the Interaction Center. The

strategy that is based on a list of products or product categories that are either included or excluded for specific business partners is:

A. Partner/product range B. Product proposal from Marketing C. Sales history D. Product configuration 8.11 Which of the following statements about scripts are true? A. Scripts can be called manually from agents and/or be automatically opened. B. Scripts cannot call up specific transactions. C. The conversation is saved as history. D. The conversation cannot be used statistically. 8.12 Which of the following statements about call lists are true? A. A call list can only be based on the target group of a campaign. B. A call list can be split and merged, and individual calls can be removed or added. C. A call list can be synchronized to specify time frame. D. Call list processing cannot be monitored. 8.13 The agent must flag the call. Which of these statuses enable the call to be selected at a

later date? A. Completed B. Incomplete C. Failed D. To be completed 8.14 When a service request comes into the Interaction Center, what tasks can be completed? A. A rule-based selection of agents is carried out in the CTI. B. Workflow directs the caller to the appropriate agent. C. The agent enters a service process. D. The agent starts the Interactive Intelligent Agent.

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9.0 CRM Mobile 9.1 What are the application components for CRM Mobile? A. Mobile Sales B. Mobile Service C. Central database in SQL format D. Components for data transfer 9.2 Documents can be created and reports displayed using Microsoft Office products. A. True B. False 9.3 Which of the following statements regarding data with CRM Mobile are true? A. Data can be replicated onto laptops according to freely definable rules B. The rules are defined on the level of the CRM server C. When new data is created it is updated with scheduled data exchanges D. Data is not automatically transferred 9.4 Features of Mobile Sales include: A. Infocenter B. Resource planning C. Reports and analyses D. Installed base 9.5 Features of Mobile Service include: A. Infocenter B. Resource planning C. Reports and analyses D. Installed base 9.6 It is not possible to run an online ATP check with Mobile Sales. A. True B. False 9.7 At what part of the order process in Mobile Sales can the order no longer be changed

using Mobile Sales? A. Once it is created B. Once the ATP check has been completed C. Before it is uploaded to the ERP system D. At any time in the process 9.8 Which of the following statements about BW reporting in Mobile Sales are correct? A. Solution workbooks include reports generated in the SAP BW for offline use in Mobile

Sales. B. The data scope is inclusive of only Mobile Sales data. C. The generation of the solution workbooks is a manual process.

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D. Solution workbooks are based on Microsoft Excel. 9.9 The CRM Handheld scenarios support only WAP. A. True B. False

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CRM100 – Sample Questions Sections: 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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1.0 CRM Overview 1.1 mySAP CRM combines extensive functional capabilities in the core areas of: A. Sales B. Marketing C. Service D. Transactions E. Master data 1.2 mySAP CRM is built on a technological platform that is: A. Open B. Reliable C. Scalable D. Transparent E. Secure 1.3 Which tool provides integrated access to all systems? A. SAP CRM system as a central CRM server B. SAP ERP central component as a back-end system C. SAP Netweaver Portal D. Interaction Center WebClient E. BW system 1.4 CRM Middleware facilitates delta data exchange from: A. R/3 to CRM B. CRM to R/3 C. CRM to R/3 and R/3 to CRM D. CRM to R/3 or R/3 to CRM – Determined in customizing E. None of the above 1.5 Which of the following are true about SAP Enterprise Portal? Check all that apply. A. It enables personalized access to appropriate information – transactional, analytical and

Web content from various sources – for specific purposes. B. 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.

C. SAP Enterprise Portal does not enable single sign-on or session management for locking and unlocking data.

D. 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).

E. The processing and supplying of unstructured information takes place through the Knowledge Management component of the portal.

F. For users, there is no real advantage as they still have to search for information.

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1.6 The Central Search in PC-UI: A. Is always visible and accessible B. Is visible and accessible depending on customizing settings C. Located in the header area of the portal desktop D. Located in the detail view E. Located in the list view 1.7 Which of the following keys maximizes the browser window in PC-UI? A. F6 B. F7 C. F10 D. F11 E. F1 1.8 Which of the following is true for a business transaction in SAP GUI? A. It is possible to save a business transaction although it has errors. B. It is possible to group additional customer-specific messages in the application log. C. 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, activities). D. Within the Calendar tab in the locator, you can display either appointments or tasks to

do. E. Within the worklist, you can find transactions belonging to you, your department, and

your group.

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2.0 Business Partners 2.1 The business partner model in the CRM system differs from that of the ERP backend

system. A. True B. False 2.2 The business partner category (i.e. person, group, organization) assigned to a business

partner: A. Has to be defined at creation and cannot be changed later B. Can be left undetermined at creation and chosen later but only as a one-time selection C. Can only be moved from person to group and group to organization but not the other way D. Can be changed back and forth without any restriction 2.3 A business partner grouping classifies business partners according to user-defined

criteria. Which of the following are true? A. The grouping is defined in customizing. B. The grouping controls the number range. C. Assigning business partners to a grouping is optional. D. You can define standard groupings in Customizing. 2.4 Which of the following statements about business partner role are NOT true? A. Data sets are the building blocks used to define business partner roles. B. Each role offers a different view of the business partner master. C. Sales, Shipping, Billing, etc. are some of the CRM-specific data sets. D. None of the above. 2.5 SAP supports which of the following in the context of Business Address Services (BAS)? A. International address versions B. Different address types can be defined using customizing. C. You can maintain several addresses to the same address type but only one is marked as

standard address. D. There is a limit of 64 addresses that can be maintained across all address types for a

business partner. E. Communication information such as email addresses etc. is not part of BAS.

2.6 Which of the following statements about business partner relationships are NOT true? A. You can create time-dependent relationships. B. A business partner relationship forms a business-relevant connection between two

business partners. C. To show that two business partners have a relationship, we create a customizing entry. D. To show that two business partners have a relationship, we create a relationship

category. E. The relationship category characterizes a relationship with attributes. F. With the business partner relationship category, only one relationship of a given category

can be created (for example, “is contact person of”).

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2.7 Which of the following statements about business partner templates are true? A. Can be assigned to a business partner on the Templates tab page B. Business partner templates are defined in customizing. C. The template type CRM_SALES is contained in the standard CRM system. D. A template type can only be selected there when the Only reference possible field is

active. 2.8 Which of the following statements about business partner group hierarchies are true? A. Group hierarchies cannot be transferred to the mobile clients. B. Group hierarchies originally maintained in CRM Enterprise can be transferred to the ERP

system. C. There are no restrictions to the changes that can be made to customer hierarchies that

are loaded from the ERP system into SAP CRM. D. A business partner can be assigned to several hierarchies of different categories. E. In a business partner group hierarchy of the category “pricing”, you can store sales area-

independent information on every hierarchy level. F. None of the above 2.9 Which of the following statements about business partners in two different systems – SAP

R/3 (ECC) and SAP CRM – are true? A. The data models in the two systems are identical. B. The business partner concept in CRM is much more rigid than the customer master in

ECC. C. In SAP CRM, you can use any business partner for a specific purpose regardless of its

role. D. You can define your own classification in customizing. E. Transaction PIDE in R/3 shows the mapping structure between the two systems. F. In SAP CRM, the roles sold-to party, ship-to party, bill-to party and payer are assigned to

the classification Customer and the customer is assigned to exactly one account group. 2.10 Which of the following statements about business partner distribution are true? A. The internal number range within SAP CRM corresponds to an external number

assignment in the ERP system. B. Number ranges for business partners are never defined in CRM, only in ERP. C. For the data exchange to be successful, you must ensure that the field control

(mandatory fields) between the CRM system and the ERP system matches. D. None of the above

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2.11 The Easy Enhancement Workbench (EEWB) is a development environment with wizards, with which you can easily extend certain standard SAP business objects with user-defined data fields and tables. Which of the following statements about the Easy Enhancement Workbench are true?

A. Easy and efficient way to expand business partner master data B. There is a wizard for adding new fields and new tables to business partner master data. C. To access the Easy Enhancement Workbench, you would use the transaction code EEWB. D. DDIC extensions are supported by the Easy Enhancement Workbench. E. Enables easy prototyping F. Requires you to reactivate the enhancements after upgrades G. None of the above

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3.0 Organizational Management 3.1 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.e. handling a call from a prospect).

A. True B. False 3.2 An organizational structure can be used for only one scenario (CRM Sales, CRM Service or

CRM Marketing). A. True B. False 3.3 An organization unit is created as a business partner with business partner role

“Organizational unit”. A. True B. False 3.4 When SAP ERP is used with SAP CRM, the organizational structure in CRM must be the

same as in ERP. A. True B. False 3.5 For an organizational unit, there are two kinds of attributes – organizational and general. A. True B. False 3.6 Organizational data from the document header is copied at item level. There is no

separate organizational data determination at item level. A. True B. False 3.7 Which of the following are advantages of CRM organizational model solution? A. 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).

B. The CRM organizational model is adaptable and extendable so that organizational model changes can be done without making changes in Customizing.

C. The organizational model can be re-used for the CRM business scenarios Marketing, Sales and Service. Scenario-specific data in the organizational structure is assigned to the organizational units with attributes.

D. Organizational units can be created as business partners with the business partner role “Organizational unit”.

E. All of the above

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3.8 Which of the following is not an organizational object? A. Holder B. Position C. Organizational unit 3.9 In the organizational structure, organizational units are functional units of a company and

form the basis of the organizational plan. Which of the following is least likely to be an organizational unit?

A. CRM Delivery Organization B. Shai Agassi C. Duet Project Team D. Product Development Group 3.10 In the organizational structure, positions show the functional task distribution and

reporting structure within a company. Which of the following is least likely to be an organizational position?

A. CRM Delivery Manager B. Shai Agassi C. Duet Developer D. Product Analyst 3.11 What is the maximum number of organizational attributes that can be assigned to an

organizational unit? A. 3 B. 5 C. 10 D. 20 E. None 3.12 Organizational attributes can be assigned to an organizational unit by function (scenario).

Select the ones below that show the correct available organizational attributes per function.

A. Sales: sales organization, sales office, sales group B. Sales: sales organization and sales office C. Service: service organization, service team D. Service: service organization, service team, service group E. Marketing: marketing organization F. Marketing: marketing organization, marketing team 3.13 General attributes can be assigned to an organizational unit by function (scenario) and

define the responsibilities of an organization. Which of the following is least likely to be a general attribute?

A. Sales: distribution channel B. Service: country, region C. Marketing: product category D. Sales: postal code E. Marketing: marketing organization

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3.14 Organizational management is defined in a step wise fashion. Are the steps below in the correct order? Step 1: Define the organizational structure (create: customizing; change: customizing or master data). Create the organizational units and positions. Assign organizational and general attributes to organizational units. 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)

A. Yes B. No 3.15 There are two types of determination rule for determining the responsible organization

units. Select two from the list below. A. Organizational model B. Business Partner C. Responsibilities D. Business Scenario 3.16 Below are some examples of determination rules of the type Responsibility that have been

assigned to an organizational data profile for a transaction. Which rule does not fit? A. Responsibility: Product = Laptop B. Responsibility: Last Name = A – K C. Responsibility: Country = Germany D. Responsibility: Time = 10am E. Responsibility: Product Attribute = Obsolete 3.17 Organization rules of the type Responsibility can be assigned directly to an orgizational

unit – no attribute definition is necessary. A. True B. False 3.18 Organization rules of the type Organizational Model can be assigned directly to an

organizational unit – no attribute definition is necessary. A. True B. False 3.19 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. This will include the scenario, assigning of an available determination rule (can assign one of each rule type) and selection of mandatory organizational data. Step 3: Assign the organizational data profile to transaction(s). Is any other customizing required for organizational data determination to occur for a transaction?

A. Yes B. No

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3.20 The initial CRM organizational model can be automatically generated from R/3. Which statement below is false?

A. A prerequisite for the automatic generation is that no organizational model already exists

in CRM, because existing organizational models could be overwritten. B. Delta download can be done from R/3 to CRM of organizational model. C. Customizing activity for transferring the sales structure can be found under Master Data -

> Organizational Management -> Data Transfer -> Copy ECC Sales Structure. D. After the organizational model is generated, the data must be further processed in CRM. 3.21 The CRM organizational model can be automatically generated from HCM system. Which

statement below is false? A. A prerequisite for the automatic generation is that no organizational model already exists

in CRM, because existing organizational models could be overwritten. B. ALE (Application Link Enabling) is used to distribute the organizational plan from HCM to

CRM. C. CRM becomes the leading system for organizational data. D. If employee master data is distributed using ALE, it cannot be created or maintained in

CRM. HCM remains the leading system.

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4.0 Product Management 4.1 Products can be: A. Service packages B. Bills of materials C. All of the above D. None of the above 4.2 Each product can have a relationship with: A. Service, warranty and Spare parts B. Customer material number C. Vendor material number D. Components E. Accessories F. All of the above 4.3 Relationships with a product are maintained in: A. CRM system B. In ERP System C. In both of the systems D. None of the above

4.4 Which of the following statements about CRM product definition are true? A. Set types and attributes describe a product or an individual object. B. You can define your own attributes and set types in addition to the system-defined set

types and attributes. C. You can assign user-defined attributes to the system-defined set types. D. Only those set types that are not assigned to any category can be deleted. E. All of the above 4.5 Which one of the following statements is true? A. Material master from a mySAP ERP system can be downloaded into CRM. B. CRM Product master can be created from my SAP ERP material master data. C. If material master data in the connected my SAP ERP system is changed, corresponding

product master data in CRM is also changed. D. CRM product master data, downloaded from the connected ERP Material master can be

changed in CRM. E. All of the above 4.6 Which one of the following statements is true? A. Products can be assigned to one category per hierarchy. B. Categories are arranged in hierarchies and there can be more than hierarchy C. Pricing conditions can be attached at category level D. All of the above

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4.7 Which of the following statements are true? A. If the CRM product master data is changed and it is uploaded to mySAP ERP, my SAP ERP

material master data is changed based on current CRM product master data. B. If the CRM product master data is changed, earlier changes made in mySAP ERP material

master are lost. C. Any changes will not affect mySAP ERP specific material master data such as plant data or

accounting data is not affected. D. All of the above 4.8 Which of the following elements are required to enhance a product master? A. Hierarchies B. Categories C. Set Types D. Attributes E. All of the above 4.9 The upload of CRM product data to ERP: A. Can be automated. B. Is manual and needs to be done individually for each of the product. C. Can be permitted or prohibited for each product by customizing in CRM system. D. Only data that is supported by SAP ERP system is transferred. E. All of the above 4.10 Product master templates are used: A. To define default values in product master B. Automatic update for master data changes, no mass update program is required C. Templates are maintained in customizing D. All of the above

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5.0 Transaction Processing 5.1 The structure of a transaction are: A. Transaction Type B. Master Data C. Item Category and Item category Determination D. Basic Function in a business Partner 5.2 Which of the following is not a business transaction in mySAP CRM? A. Lead B. Opportunity C. Inquiry/Quotation D. Partner Determination 5.3 Depending on the leading transaction category, a business transaction has a certain

structure. A. True B. False 5.4 The transaction category SRVO (service category) has the leading business transaction

category service transaction, and the three assigned business transactions are: A. Contact B. Sales C. Quote D. Service 5.5 Control attributes (such as the leading business transaction category, text determination

procedure, partner determination procedure, status profile, the organizational data profile and the number range assignment) can be defined at which level?

A. Item Detail Level B. Header Detail Level C. Item Level D. Header Level 5.6 You can use blocking reason to block a business partner for entering a particular business

transaction category. A. True B. False 5.7 Customizing: Item Category Determination: A. Transaction Type B. Product Master C. Program D. Main Item Category

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5.8 All functions are available in every transaction type. A. True B. False 5.9 For processing a follow-up documents, you must perform three customizing steps: A. Copy control for transaction types B. Copy control for item category C. Partner determination D. Determine item category when copying 5.10 When the copied transaction is saved, the document flow is updated, that is, the copied

transaction has no connection to the original transaction. A. True B. False 5.11 Document flow allows you to display inter-linkages between business transactions at the

header level. A. True B. False 5.12 It is possible to subsequently to subsequently link from item to item. A. True B. False 5.13 It is possible to maintain texts in multiple languages in mySAP CRM. A. True B. False 5.14 Text objects and text types are maintained in Customizing. A. True B. False 5.15 Status management consists of: A. Error Status B. System Status C. User Status D. None of above 5.16 Setting from particular status can influence other status? A. True B. False

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5.17 In a status profile, you can do the following: A. Define the sequence in which the user status can be activated. B. Define Initial Status C. Allow or prohibit certain business Transaction D. None of above 5.18 The incomplete check allows you to find out weather a transaction in completed or Not? A. True B. False 5.19 In Customizing you define which fields are mandatory for which transaction type and/or

item category? A. True B. False 5.20 The system can update change documents for transactions. A. True B. False 5.21 In Customizing you can deactivate the updating change documents for transaction type. A. True B. False 5.22 In SAP GUI, you can display the change document by choosing No Change Document. A. True B. False

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6.0 Activity Management 6.1 Activities in CRM can: A. Be a business activity or a task. B. Can have a header data and various tab pages. C. Can have multiple tabs, each tab storing relevant information. D. All of the above

6.2 Business Activity: A. Records public interaction. B. Needs an activity partner and assignment of employee responsible. C. Needs a start date and end date. D. Can be marked as private or public. E. All of the above 6.3 Following data can be defaulted into activity transaction type- A. Goal B. Priority C. Direction (Ex- Outbound activity or Inbound activity) D. All of the above. 6.4 Activity Header level will have: A. Text determination procedure B. Partner determination procedure C. Organization profile D. Date Profile E. Number range (Internal or External) F. All of the above. 6.5 A Task: A. Must have a business partner assigned. B. Must have an employee responsible assigned. C. Must have start date and end date. D. All of the above. 6.6 Which of the following statements are true? A. Activities can be created as a follow up transaction. B. To create a follow up transaction, no customizing efforts or copy control maintenance

required C. You can create a follow up action by copying existing transaction type or via ‘follow-up

action’ menu. D. If you create a follow up action via ‘copying’ existing transaction, then the document flow is

not updated. E. All of the above

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6.7 Which of the following statements are true? A. Questionnaire can be associated with the activity. B. Questionnaire is created via Survey tool. C. To attach a questionnaire to an activity we need to define ‘Questionnaire ID' and link it to

activity transaction type. D. All of the above. 6.8 Activities can appear in a calendar of a user only if : A. Calendar Flag is active for the transaction Type. B. Calendar flag is active for the respective partner function (In this case the ‘user’). C. CRM business activity must be assigned to the user. D. All of the Above. 6.9 Calendar Synchronization: Which of the following statements are true: A. SAP Calendar Synchronization tool must be installed. B. CRM Business activity must be assigned to the user. C. All SAP users must also have SAP Office users ID and also Outlook calendar ID. D. Activity synchronization is Bi-directional. CRM activities can be seen in groupware

calendar and groupware activities can be seen in CRM calendar. E. All of the above 6.10 Calendar Synchronization: Which of the following statements are true: A. When an activity is created or changed, it is saved as BDOC in the database. B. Via Middleware and adaptors, this is converted to iCalendar format. C. Groupware integration with CRM is server based, therefore data exchange between CRM

server and Group server happens in background without user triggers. D. All of the above

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7.0 Partner Processing 7.1 CRM Partner processing consists of the following components A. Partner function category B. Partner function C. Partner function condition D. Partner determination procedure E. Access sequence 7.2 CRM Partner determination can take place automatically or manually at A. Transaction head level B. BDoc type definition C. Business partner type definition D. Pricing type condition definition E. Transaction Item level 7.3 Automatic Partner determination happens when the transaction A. is initially created B. is changed C. is displayed D. is synchronized from R/3. E. is deleted 7.4 What is normally the major partner function in sales order A. Activity partner B. Contact person C. Sold-to party D. Sales prospect E. vendor 7.5 What is also defined during the definition of partner functions A. Business partner types B. Business partner relationship category C. Business transaction type D. Pricing condition type E. Product category 7.6 What function does CRM partner processing provide A. Partner determination in transactions B. Define business partner type and field display on screen C. Enable the users to define business partner with their own terminology D. Define business partner related pricing data E. Maintain relationship between business partner and product 7.7 CRM Partner functions can be configured to map to SAP partner functions A. True B. False

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8.0 CRM Actions 8.1 Actions refer to the Post Processing Framework (PPF) Basis Components, which can not

automatically trigger Output and Follow-up activities or workflow. A. True B. False 8.2 You can normally use the Actions tab page in a business transaction to edit a list of

possible actions for a business transaction. A. True B. False 8.3 You can control action processing using different setting a parameters: A. Changeable or executable in dialog B. Action displayed in the toolbar C. Processing Time D. Action Merging E. All of the Above 8.4 There are two modes available for defining conditions. A. Mouse – Oriented PC Mode B. Direct text entry mode C. Non of Above 8.5 When editing conditions, you can not use expressions and constant and connected them

with operations.

A. True B. False

8.6 Select the information which is displayed in the list of each Action. A. Status B. Description C. Conditions D. Creator E. Non of the Above 8.7 Actions can create an event to start a workflow. A. True B. False

8.8 SAP Smart Forms offer the advantage of adapting forms without requiring programming

knowledge. A. True B. False

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8.9 SAP Smart Forms replace SAP script forms. A. True B. False 8.10 The action monitor program RSPPFPROCESS originated from the post Processing

Framework (PPF) A. True B. False 8.11 Actions are part of the post processing Frame work and therefore Basis Function. In SAP

CRM actions can be defined in Customizing. A. Customer Relationship Management B. Basic Functions C. Actions D. None of the above 8.12 You can not find both the SAP Business Workflow and the Post Processing Framework in

other SAP systems. A. True B. False

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9.0 Pricing Fundamentals 9.1 IPC(Internet Pricing & Configurator) is the component of the following solutions: A. My SAP CRM Internet Sales B. My SAP CRM Mobile Sales C. My SAP SRM D. My SAP Internet Sales R/3 Edition E. My SAP BW 9.2 IPC can be used to: A. Calculate prices B. Support Configurable products C. Calculate Tax D. Support Sales order ATP check E. Create business partner in Internet application 9.3 In IPC 5.0, the pricing condition data is saved in the IPC A. True B. False 9.4 Pricing condition technique includes A. Condition record B. Pricing procedure C. Access sequence D. Condition type E. Access procedure 9.5 Which are the correct descriptions about pricing condition type A. Condition type determines the category of a condition and how it is used. B. condition types created in R/3 can be downloaded into CRM C. condition types created in CRM can be uploaded into R/3 D. All the condition type in R/3 can be downloaded into CRM E. None of the above. 9.6 In SAP CRM, a condition can be used to calculate: A. Material price B. Customer discount C. Sales Tax D. Freight E. Income tax

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9.7 In SAP CRM, conditions can be maintained in the following places: A. Business partner master data B. Campaign C. Product master data D. Contracts E. Sales order 9.8 Which of the following descriptions about TTE (Transaction Tax Engine) are correct? A. Tax group indicates whether a business partner or a product is liable for or exempted

from a certain tax B. Tax Type indicates the purpose of the tax, such as Sales tax, VAT C. Tax records used in TTE are all downloaded from R/3 D. Tax records can be created in CRM or downloaded from R/3 E. None of above 9.9 Which of the following are correct? A. Condition exclusion is a technique to compare a group of possible condition records to

select the best one according to certain criteria B. Variant conditions are used to influence the price in configurable products. C. Variant conditions refers to conditions with variant way to display on the screen D. Pricing group provides a way to group conditions of several objects, such as products,

together as basis for pricing determination E. Pricing group is used to bring group of pricing condition down to CRM from R/3

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10.0 CRM Billing

10.1 You can bill for different business transactions directly in mySAP Customer Relationship Management (mySAP CRM). These transactions include:

A. Sales orders with reference to delivery

B. Sales orders without reference to delivery

C. Business Activities

D. Service orders

E. Service Contracts

F. Service confirmations

G. Complaints Processing

H. CRM Surveys

10.2 Which of the following statements are NOT true?

A. CRM Billing supports combining a service order item with a sales order item together in an invoice to simplify communication with your customers.

B. In order to bill CRM sales orders, if you are currently using SAP Sales and Distribution (SAP SD), you have the option of using either SD Billing or CRM Billing

C. 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.

D. For billing contracts, service orders or confirmations or complaints, you should principally use CRM Billing

10.3 The billing process consists of which of the following major steps?

A. Input Processing

B. Billing

C. Validating and Posting

D. Output Processing

10.4 Which of the following statements are TRUE?

A. During input processing, CRM Billing takes over billing-relevant items from different business transactions and saves them as billing due list items.

B. As of CRM Release 3.0, you can use an external interface to copy data from non-SAP systems to the CRM Billing due list.

C. From the billing due list, you can process both single and collective billing from billing due list items

D. From the billing due list, billing due list items can be processed/triggered to be run in the background

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E. You cannot cancel individual billing documents and you cannot execute collective cancellations.

F. The system transfers information on cancellations automatically to Financial Accounting.

G. Output processing consists of invoice output, the transfer to mySAP Financials, and retrieval for SAP BW

10.5 There are two ways of setting a billing block. They are:

A. You give the business transaction item the billing block status.

B. You block the billing item category for billing with the corresponding indicator.

C. You activate the BADI, which gets triggered when the billing document is saved.

D. Custom solution implemented at a project level.

10.6 Which of the following are Billing Methods?

A. Individual Billing (Dialog)

B. Collective Billing (Dialog)

C. Collective Billing (Background)

D. Collective Billing (Job Controlled)

10.7 Billing documents are not exchanged between the CRM and ERP systems. True or False?

A. True

B. False

10.8 Which of the following statements are TRUE with regards to Output Processing in CRM Billing?

A. Output processing in CRM Billing aids the transfer of follow-up applications and SAP tools with billing document data

B. Use of condition techniques has no impact in account determination (Simple or Flexible)

C. Output of invoicing documents and transfer of Billing Data are steps in Output Processing

D. You can use Status, error handling etc. to monitor the transfer to Accounting

10.9 Which of the following statements are TRUE with regard Direct Billing?

A. The Direct Billing indicator in the Payer’s Sales Area Data is in the ‘Sales’ Tab

B. Incorrectly processed transactions do not appear in the billing due list.

C. To use Direct Billing, the Direct Billing indicator in the payer's sales area data must be set.

D. Direct billing allows you to create billing documents directly, without having to explicitly process the billing due date.

E. There is a BAdI for triggering direct billing under other conditions.

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10.10 Billing Plan - Which of the following statements are NOT correct?

A. The billing plan has no direct relation to when a certain amount is invoiced

B. Service contracts do not use billing plans

C. As of CRM 5.0, it is also possible to map usage-based billing

D. You set up billing plan types and billing plan determination in Customizing

10.11 Please indicate which statements are TRUE for the Billing Unit?

A. The billing unit is directly or indirectly dependent on the sales or service organization and cannot exist standalone.

B. Billing Unit is a BP role

C. The billing unit (BU) is a CRM business partner that has the role Billing Unit

D. You can assign more than one sales organizations to a billing unit (cross-sales organization billing)

10.12 An entry for your sales process is created in the billing due list in R/3:

A. After carrying out delivery

B. After goods issue is posted C. After the invoice is created

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11.0 CRM Middleware 11.1 SAP CRM Middleware can provide data exchange between CRM and A. SAP R/3 B. BW C. Mobile Client (laptop and handheld devices) D. Groupware(MS exchange or Lotus) E. Oracle Finance 11.2 SAP CRM Middleware use ___ as data container to exchange data within CRM and with

Mobile Client A. IDoc B. XML C. BDoc D. Text files E. Workflow 11.3 SAP CRM Middleware includes the following components A. R/3 Adapter B. Inbound queue C. Outbound queue D. Administration Console E. Workflow 11.4 In Administration console, the following functions are provided:

1.6 Which of the following are true about data exchange:

. Initial download from R/3 to CRM can be filtered e once.

e is made in R/3 onth

A. Subscription B. Publication C. Sites definition D. Trigger initial download E. Trigger delta download 11.5 The following objects can NOT be uploaded from CRM to R/3 A. Sales Order B. Business Partner C. Product D. Pricing condition E. Installed base 1 AB. Initial download from R/3 to CRM can only be donC. Delta download from R/3 to CRM is automated once changD. Initial download from CRM to mobile client should normally be done every mE. Middleware portal is used to monitor the BDoc exchange.

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11.7 Which of the following are true about data integrity? A. 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 C. Data Integrity Manager can fix the data integrity problem automatically. D. Request is created to synchronize data between CRM and back-end R/3 E. Initial download can be used to fix data inconsistency. 11.8 Which type of BDoc is used to synchronization in Mobile for Laptop application only? A. mBDoc B. sBDoc C. None of the above

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12.0 People-Centric CRM 12.1 SAP NetWeaver Portal is a pre-requisite for using PCUI. A. True B. False 12.2 Business Package is equivalent to BSP application. A. True B. False 12.3 A portal role is a collection of content. A. True B. False 12.4 Result list from a central search on PCUI can be personalized only to show/hide fields. A. True B. False 12.5 The intent of personalization for mySAP CRM is to enable quick navigation to relevant

information and provide an optimized work environment for users. A. True B. False 12.6 Which of the following are advantages of PCUI solution? 3 Web-like user-friendly interface that is intuitive and easy to navigate 4 Preconfigured roles can control access to content for business tasks 5 Can be used to provide easy, single access point to enterprise knowledge (KM) 6 User personalization options to adapt content to their liking 7 All of the above 12.7 Business Packages for SAP Portals available on SDN Portal Content Portfolio for download

are: A. BSP applications consisting of BSP pages and code for execution of business tasks. B. Pre-defined portal applications consisting of compressed files containing all roles,

worksets, iViews, etc. for execution of business tasks. C. Web pages consisting of HTML, JavaScript, etc for execution of business tasks. D. There are no business packages available for download on SDN 12.8 Which of the following are true about Portal Role? Check all that apply. A. It is a collection of content for a group of users. B. It is a collection of tasks, services and information for a group of users. C. It defines which content parts are available for each function role in the company. D. Its definition determines content navigation structure within the portal. Navigation

structure consists of top-level navigation bar (series of tabs) and detailed navigation tree. E. It defines whether detailed content navigation trees are to be shown and their values.

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12.9 Which is NOT true about Central Search in PC-UI A. Searching for specific data and documents is one of the important tasks B. You can stipulate which business objects, and which attributes are available for each

business object, in the central search C. Can search all business objects at all times D. Can select view for search – List, Summarized, Details E. Can save a search as a Quick Search for reuse 12.10 What objects can a Portal Administrator assign? A. Pages, which can contains pages and iViews B. Worksets, which can contain worksets, pages and iViews C. Roles, which can contain roles, worksets, pages and iViews, can be assigned to groups

and users D. Groups, which can contain users E. All of the above 12.11 When a role is created by Copying, the difference between the choice to Paste and Paste

as Delta Link is: A. None – they do the same thing B. Paste copies the whole role, and Paste as Delta Link copies a subset C. Paste creates an independent object, and Paste as Delta Link creates the object with

inheritance (Parent-Child relationship) D. Paste copies the whole role, and Paste as Delta Link copies the most recent changes 12.12 A Portal Administrator can use the Portal Content navigation area to modify what different

aspects of role content. What should a Portal Administrator NOT do? A. Select an existing role to be modified B. Add/assign/remove worksets C. Modify a SAP delivered role D. Add/assign/remove iViews E. Copy a SAP delivered role using Paste as Delta Link to make changes to the role 12.13 Which of the following statements is NOT true about assigning users or groups to roles? A. LDAP is not supported. B. Accessed from User Administration->Roles. C. Every user is assigned to group Everyone and role eu_role. 12.14 CRM uses an approach of 1 BSP application (CRM_BSP_FRAME) which accepts a URL

parameter (APPL) to specify the application (Account Management, Opportunity Management, etc.) to be run. What is used to specify personalization of the application at start-up?

A. No personalization is supported B. An optional URL parameter - BLVIEW C. Browser cookie 12.15 The PCUI can be customized using transaction CRMC_BLUEPRINT_C – Layout of the User

Interface (People-Centric UI). This tool can be used to: A. Create a new view B. Assign a suitable individual role to the portal role in the CRM system C. Modify navigation (URL generation) for your role D. Modify the layout (field groups, group tab pages, group toolbars, etc.) E. All of the above

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CR500 - CRM Middleware - Sample Questions Sections: 1. Overview 2. Data Exchange with SAP R/3 backend 3. Data Exchange with 3rd party backend 4. CRM Middleware Operations 5. Field Sales

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1.0 Overview 1.1 Which 4 of the following are attributes of the mySAP CRM technology platform:

A. Closed-loop B. Open C. Reliable D. Secure E. Scalable 1.2 mySAP CRM includes a _______________, which provides access to the system via

various channels, and connection to other systems:

A. Dispersed CRM Server B. Open CRM Server C. Central CRM Server D. Closed Loop CRM Server E. Rapid Deployment CRM Server 1.3 Which 3 of the following capabilities are supported in mySAP CRM: A. Internet access: users can configure and order products or services using the Internet

components of mySAP CRM B. XM Satellite Radio: users can use XM to download telephone hold music through pre-built

connectors C. Interaction Center: the integrated Interaction Center enables customers to use phone, fax

or email to contact sales or service representatives D. 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

E. 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

1.4 Which three of the following are integrated connections offered by the mySAP CRM

solution:

A. The SAP CRM system as a central CRM server with its application components B. The SAP BMP system as an active Broad Multi-Process demand planning solution C. SAP R/3 as a back-end system with proven ERP functions D. The SAP RCS system as a data warehouse solution with comprehensive statistical and

analytical possibilities E. The SAP Enterprise Portal as a tool that provides integrated access to all systems 1.5 The data exchange between the CRM Middleware and external systems is performed via

___________________. A. Adapters B. Plug-Ins C. Business Objects D. NetWeaver Application Server

1.6 True or False: CRM adapters map and convert data between various formats.

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1.7 True or False: The CRM Server Applications exchange data with the CRM Middleware via the CRM Adapter.

1.8 True or False: The CRM System supports the handling of CRM business objects only

through the Interaction Center CRM Component. 1.9 Which three of the following are valid examples of CRM business objects:

A. Customers and prospects B. Activities and opportunities C. Products and product numbers D. Customers and customer fax numbers E. Products and product catalogs 1.10 The SAP ___________ is the successor of the SAP Basis System. 1.11 True or False: CRM 5.0 is based on SAP NetWeaver Application Server 7.0. 1.12 Which three of the following are true statements about the data exchange between the

CRM system and a connected SAP backend system: A. Data is exchanged primarily via the CRM middleware B. Data is exchanged primarily via pre-built Transactional Master Transistors (TMT’s) C. A plug-in installed on the R/3 system acts as a counterpart to the R/3 adapter, supporting

the communication of data between the two systems D. The data exchange includes an initial transfer of customizing, master, and transactional

data to the CRM system, as well as delta data in both directions. E. Delta data is unidirectional only. 1.13 To confirm whether the requested items entered on sales orders can be delivered on time,

you need to carry out the ___________ check.

1.14 Which one of the following performs the above function?

A. SAP Advanced Promise to Plan plug-in B. SAP Advanced Planner and Optimizer C. SAP Advanced Sales to Cash Component D. SAP Advanced Order to Cash Equalizer E. SAP Advanced Supply Chain Optimizer 1.15 True or False: The SAP APO is used in mySAP Supply Chain Management and can be

integrated seamlessly with the mySAP CRM solution.

1.16 True or False: the SAP Business Information Warehouse (SAP BW) is used as a data source for part of the mySAP CRM solution, but also contains data for consolidation and analysis.

1.17 True or False: For SAP APO and SAP BW integration the SAP Basis Plug-In is advisable,

but not required. 1.18 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:

A. R/3 IPM Event Manager B. BW Service API technology

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C. CRM Middleware D. Supply Chain Event Manager E. Financial Basis functionality 1.19 Data is exchanged between the CRM system and a connected SAP ERP system and or a

connected 3rd party system primarily via the CRM ______________________. 1.20 Connectivity between the CRM system and a connected 3rd party system is realized

through which one of the following Adapters:

A. BIF (Binary InterFace) B. XIF (eXternal InterFace) C. XIM (eXternal InterMessaging) D. BIM (Binary InterMessaging) E. None of the above 1.21 The above adapter transfers data from and to the external system usually via which two

of the following:

A. http(s) (MLS/CMI documents) B. http(s) (SOAP/XML documents) C. BCX (IDoc documents) D. RFC (IDoc documents) E. DHL (IDoc documents) 1.22 The CRM ___________________ contains the CRM Middleware, which handles the data

exchange with internal applications and external major components.

1.23 True or False: The CRM Middleware also synchronizes the databases of Mobile Clients with the CRM database.

1.24 Mobile Clients are connected to the CRM Server via the __________________ Station. 1.25 True or False: Mobile Clients typically connect temporarily (for example, via modem) to

the CRM Server for data exchange. Permanent connections to the Server are prohibited.

1.26 Which three of the following are true statements about the CRM Server:

A. It is non-scalable once installed and sized B. It is based on a SAP NetWeaver Application Server C. It is scalable D. It contains the CRM Server Applications and the main parts of the CRM Middleware E. It contains the CRM Server Applications but not the main parts of the CRM Middleware 1.27 True or False: The CRM database is the central database for the CRM Server Applications.

1.28 The main parts of the CRM Middleware provide which three of the following functionality:

A. CTI and softphone B. Data cleansing and duplication C. Data queuing and transport D. Replication and realignment service E. Data exchange and mapping

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2. Data Exchange with SAP R/3 Back End 2.1 The R/3 Adapter is part of CRM Middleware. Its counterpart is the R/3 Plug-In in SAP

ECC. The R/3 adapter communicates with the R/3 system via remote enabled functions of the R/3 Plug-In.

A. True B. False 2.2 CRM Applications exchange data with CRM middleware via the CRM Adapter. A. True B. False 2.3 Incoming data from an external system is validated. Select the component that performs

the validation. A. CRM Application for which the data is intended B. CRM Middleware 2.4 After CRM application processing is complete, the receiving system (e.g. R/3, mobile,

external system) is determined. The BDoc is sent to the receiving system. A. True B. False 2.5 Communication between CRM and R/3 systems requires the creation of RFC destination

on each system, and maintenance in table CRMCONSUM in each system. A. True B. False 2.6 Business Adapter Object is the same as Customizing Adapter Object. A. True B. False 2.7 All incoming data to CRM from external systems is converted into messaging BDoc

messages (mBDoc). Which of the following are examples of incoming data to CRM that is converted into messaging BDoc messages? A,B,D

A. BAPI structures from a SAP R/3 backend system B. XML/SOAP or IDocs C. HTTP request D. Synchronization BDoc messages E. Email message 2.8 Which is a key function performed from the Administration Console (transaction SMOEAC)

in CRM for setting up CRM – R/3 system communications? A. Find RFC Destination B. Ensure RFC User has appropriate authorization C. Creation of R/3 Site

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D. Create RFC destination to R/3 system E. Create Organizational unit 2.9 What is a Customizing Adapter Object? A. It defines an object that can be customized in CRM. B. It contains the data of one or more database tables grouped together for transfer from

R/3 to CRM. C. It defines an adapter that can be used to convert data between formats to be transferred

between CRM and R/3. 2.10 Which of the following are true of customizing adapter objects? A. All customizing adapter objects are assigned to object class CUSTOMIZING B. Definition includes specifying the names of the database tables to be selected in the

source system. Filter can be added with filter criteria. C. Source and target sites are specified D. Customizing data is transported to the CRM system via qRFC. R/3 adapter, invoking a

mapping FM (function module), maps the data from the generic structure BAPIMTCS to the CRM table structure.

E. There is no MBDoc created and no message flow started. F. All of the above 2.11 Which statement below is not true about an initial load of customizing data from R/3 to

CRM? A. Initial load of a customizing adapter object is started from CRM with transaction R3AS.

This sends a request to R/3 Backend via qRFC. B. R3AI* (R3, A= Adapter, I=Initial load) is the naming convention used for qRFC queues

used in initial load. C. 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. D. The R/3 Adapter packages the data retrieved from the R/3 database and transfers it to

CRM. 2.12 The initial download of customizing adapter objects and business adapter objects follows a

similar process. Which step below is unique to the initial download of business adapter object?

A. In the R/3 Adaptor, the data is mapped to a mBDoc and passed to the Inbound Message

Flow which triggers the validation service. B. Initial download is triggered from CRM with transaction R3AS. C. In R/3, an object specific extractor module is called to extract the requested data. D. In R/3 a BAPIMTCS data container is created with the selected data to be sent to CRM

server. E. Data is transferred to CRM using qRFC. Queue names follow R3AI* (R3 Adapter Initial

download) convention. 2.13 Messaging BDoc (mBDoc) consists of 2 parts: classical and extension. This is analogous to

an envelope, with the data on the envelope (classical) and the data inside the envelope (extension). Select the 2 types of replication supported for mBDoc from the list below.

A. Data realignment (redistribution) = rules specify recipients and what portion of mBDoc

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B. Simple bulk replication = everybody gets entire mBDoc or nothing C. Data filter = filter specifies what portion of mBDoc is to be replicated D. Simple intelligent replication = replication rules specify recipients of entire mBDoc 2.14 In addition to initial download and delta download of data, an individual request can be

created and executed to load selected data from R/3 to CRM, or from CRM to R/3. Will the execution of the request overwrite entries of customizing objects and business data?

A. Yes B. No

2.15 Delta loads allow a continuous synchronization of predefined adapter objects between R/3

and CRM. Select the statement that is not true about delta loads. A. Delta load is automatically activated after a successful initial load. B. Business data updates are sent to the CRM server immediately (as soon as changed data

is saved in R/3), based upon the business adapter object specification. C. Outbound queue on R/3 and inbound queue on CRM follow the naming convention R3AD*

(R/3 Adapter Delta load). D. Customizing data updates are sent to the CRM server immediately (as soon as changed

data is saved in R/3), based upon the customizing adapter object specification. E. R/3 Adapter in CRM maps the BAPIMTCS structure into an mBDoc, which starts the

Inbound message flow which calls the validation service. 2.16 A mass delta download may be necessary when a change is implemented in the ERP back

end that affects large volumes of data (e.g. a field must be changed for all BPs). A. Data is collected in mass queues in the ERP back end (queue name: MASS_CRM_*) B. Data is bundled & placed on inbound queues (MASS_CRM_*) on CRM via RFC C. When queues are processed in CRM, data is placed in delta queues (R3AD*) D. Processing by the application proceeds just like for delta download E. All of the above

2.17 The Data Integrity Manager is a CRM tool to repair inconsistent customized settings and

inconsistencies between objects across components in the CRM landscape, including R/3 back ends.

A. True B. False 2.18 Business object data can be uploaded from CRM to R/3. Which of the following items is

NOT a part of the initial upload of data from CRM to R/3? A. Definition of business adapter object with flow context identifying CRM as source site and

R/3 as target site B. Extractor, as defined in Business Adaptor Object, on CRM selects the GUIDs of the

relevant data. These are placed in queue with naming convention CRI*R3AI. C. BDoc is placed on the CRM Outbound message flow. R/3 Outbound adapter converts the

BDoc to the BAPIMTCCS structure for R/3. D. Systems that wish to receive the CRM data must subscribe to it. E. When the R/3 system has processed the inbound data successfully by writing the data to

the database, a data flow acknowledgement is sent.

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2.19 In what scenario is Publication valid? A. Initial download from R/3 to CRM B. Delta download from R/3 to CRM C. Delta upload from CRM to R/3 D. Initial upload from CRM to R/3 2.20 What does Subscription mean in the context of uploading data from CRM? A. Sites that wish to receive CRM delta upload data that’s been published, must subscribe to

the publication. Subscription can specify filter criteria for the published data. B. Sites that wish to receive CRM delta upload data must be defined as subscribers.

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. 2.21 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. What is “not” true about CES (Central Error Handling Service)?

A. CES is started by flow control on receiving internal or external error conditions. B. Error information is part of the error segment which is part of all BDoc messages. C. CES deletes the queue when the error condition is received. 2.22 Errors are checked in the Error Segment of the BDoc message. The error segment

contains a message type, service return code, last service, etc. An Error has occurred when the service returns which values on the field MGSTY of the standard interface parameter BAPIRET2?

A. E B. X C. A 2.23 Error handling can be configured to perform a standard error action for all messages, for

a specific BDoc type, for a specific site type or for aborted messages. What are the types of actions that can be configured for error handling?

A. Workflow Event B. Email function C. All the above 2.24 Transaction SMW01 can be used to display the reason for an error in BDoc processing.

After analysis, how can the BDoc be marked? A. Mark the BDoc as “delete” to avoid re-processing that might lead to inconsistencies B. Mark the BDoc as “delete saving Ids” to have the object ID added to the BDoc Recovery

Work List for further, future analysis C. All the above 2.25 In a situation where a business object has been changed in a CRM server application, but

the change (delta load) results in either an error or missing data update in R/3, what are steps are to be performed as part of error handling?

A. Check the outbound and the inbound queues.

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B. Check BDoc messages including the Middleware trace information C. Check the table BDOC_TRACK in the R/3 system if R/3 is the target system D. Check the RFC destination and the logical system assigned to the site E. Check the queues used for communication F. All the above 2.26 Error handling can be configured for messages in a variety of ways. Select the error

handling configuration options below that is not valid. A. Standard Error action possible for all messages B. Error Action Specific for BDoc Type C. Error Action Specific for Site Type D. Error Action for Aborted Messages E. Error Action for Specific Object Type

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3 Data Exchange with Third Party Back End 3.1 An XIF (External Interface) Adaptor is used for data exchange of data objects between

CRM server and: A. External Non-SAP system B. R/3 System C. BW System D. All of the above 3.2 What formats are used for Data Transfer in XIF? A. XML / SOAP B. ALE / IDoc C. HTML D. PDF E. All the above 3.3 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? A. sBDocs B. mBDoc C. BAPIMTCS 3.4 When using XIF for data exchange between CRM and an external system, IDoc format is

faster for data transfer than SOAP/XML because an IDoc contains no metadata information.

A. True B. False 3.5 What is “not” true about IDOC processing? A. IDocs can be used to send messages to SAP exchange infrastructure, where an IDoc XML

document will be established & mapped into other XML schemas. B. IDoc cannot be used to send messages to a flat file C. IDocs can be used to send messages to Business Connector, where an IDOC XML

document will be established & mapped into other XML schemas D. IDocs can be used to send messages to an ALE converter where IDocs are mapped into

standardized message formats (EDI communication). E. IDocs can be used to send messages to ALE messaging system. 3.6 Is it always necessary to define a TCP / IP RFC destination for the receiver system for

IDocs? A. No, IDocs can be written to a file. B. Yes, IDocs can only be sent via tRFC. 3.7 When using IDocs for outbound processing, a number of customizing steps are necessary.

Identify the step below that is not part of customizing IDoc for outbound processing. A. Create an RFC destination (T Code: SM59) B. Create a logical system (T code: SALE) C. Create a receiver port (T Code: WE21)

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D. Enter Inbound Parameters (T Code: WE20) E. Enter Outbound Parameters (T Code : WE20) F. Create a Partner Profile (T Code: WE21) G. Create a Site (T Code: SMOEAC) H. Maintain Subscriptions for Publications (T Code: SMOEAC) I. Assign maintained site to interface type. (T Code: CRMXIF_C1) 3.8 When using SOAP/XML for outbound processing, a number of customizing steps are

necessary. Identify the steps below that are not part of customizing SOAP/XML for outbound processing.

A. Create an HTTP destination (T Code: SM59) B. Create a Logical Destination (T Code: SALE) C. Create a Receiver Port (Tcode: WE21) D. Enter Outbound Parameters (T Code : WE20) E. Create a Partner Profile (T Code: WE21) F. Create a Site (T Code: SMOEAC) G. Maintain Subscriptions for Publications (T Code: SMOEAC) H. Assign maintained site to interface type. (T Code: CRMXIF_C1) 3.9 Which Partner Type is used when defining partner profile for IDOC processing? A. LS (Logical System) B. GP (Business Partner) C. LI (Vendor)

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4.0 CRM Middleware Operations 4.1 Transaction Download Monitor (R3AM1) gives: A. Status of Business Objects only B. Status of the Requests only C. Status of DIMa Instances only D. Only the status of Business Objects and Requests E. Status of all the three 4.2 To find out which BDoc type is used for a Business Object, check the following A. BDoc Monitor under transaction SMW01 B. Object Management only under transaction R3AC1 C. Object Management only under transactions R3AC3 or R3AC5 D. Object Management under any of R3AC1, R3AC3 or R3AC5 E. Download Monitor under transaction R3AM1 4.3 Requests and DIMa Problems can be checked in the same way as Initial loads with a few

exceptions A. Download Monitor for Request is not R3AM1 but R3AM3 B. Requests queue name starts with R3AI* C. DIMa queue names can be R3AH* D. DIMa queue names can be R3AT* E. Requests queue name starts with R3AR* 4.4 What is the destination used for loads from CRM to CDB A. ‘NONE’ B. ‘CDB’ C. ‘CRI’ D. None of the above 4.5 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

A. TRUE B. FALSE 4.6 Which of the following statements is true with regard to the order of loads that are started

when there are not enough free processes? A. Requests are started first, ahead of DIMa Instances B. DIMa Instances precede requests C. Requests precede DIMa Instances, but only after starting initial load of objects with

parent objects that have green status D. There is no particular order that needs to be followed 4.7 To abort an Initial Load, which of the following steps are necessary?

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A. Abort initial load in R3AM1 B. Cancel the related process under transaction SM50 C. Delete queue entries in SMQ1 and SMQ2 D. All of the above E. One of the above depending on the load object 4.8 Which of the following statements are true with regard to the object status while load is

running A. For those objects running successfully number of blocks processed increases B. For those objects running successfully, queue status is set to ‘RUNNING’ C. If the block number does not increase or is 0, it shows load is not running D. Block number has no relevance to the load status E. Use transaction R3AM1 to check the status of objects 4.9 Which of the following statements about queues entries are false A. When queue status is ‘SYSFAIL’, it could be due to a short dump B. ‘SYSFAIL’ queues are automatically started after fixing the error C. If you get a SYSFAIL in outbound queue in CRM, check R/3 system for dumps and vice

versa D. It is fine to delete queue entries if they fail specifically due to short dumps 4.10 In order to verify that requested data has reached CRM from R/3 A. Check for queue entries in CRM Inbound Queue that there is no error status B. Check for queue entries in CRM outbound queue that there is no error C. Check in flow trace SMW01 that there are no BDoc’s in error status D. Check for short dumps in ST22 in CRM if BDoc has technical error E. Check for short dumps in ST22 in R/3 if BDoc error is validation related 4.11 To process a BDoc that is in error status the following options are available- A. Restart the erroneous BDoc, if no changes have been made to Business Object after

the original BDoc creation. B. Set BDoc status to ‘completed’ manually and define a request to get another BDoc, if

changes have been made to Business object after the original Bdoc C. Delete the erroneous BDoc and schedule job to create a new one D. All of the above depending on the Business Object 4.12 If the Data that is loaded through Business Object is not complete, which of the following

checks are logical - A. Check transaction ST22 for short dumps in CRM B. Check the filter condition in Business Adapter object C. Check Inbound queue entries for status ‘PARTIAL’. D. Check if ‘inactive’ flag is set for a needed table in the Business Adapter Object E. All of the above 4.13 If more than one filter condition is maintained, the filters are combined so that A. Conditions on same field of the same table are combined using logical OR B. Conditions on all of the fields used are combined using logical AND

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C. Conditions on different fields of same table are combined using logical AND D. Conditions on different fields of different tables are combined using logical OR E. Conditions on different fields of different tables are combined using logical 4.14 … AND which of the following are checked to verify if delta load is active? A. Check if applications BC-MID and NDI are active in table TBE11 in R/3 B. Check if Events are active under transaction R3AC4 in CRM C. Check table CRMRFCPAR for entry specific to event in R/3 D. Check table TBE31 in R/3 for list of events matching R3AC4 findings E. All of the above 4.15 Events in transaction R3AC4 are automatically activated if an initial load is started. A. TRUE B. FALSE 4.16 Events are Client-independent and can not be activated/deactivated at client level A. TRUE B. FALSE 4.17 To deactivate an event, maintain table CRMRFCPAR in R/3 only for the relevant Business

Object A. TRUE B. FALSE 4.18 Which of the following are potential reasons when a delta load has not transferred any

data from R/3 to CRM? A. RFC Destination may not have been set properly B. Outbound queue may not have been registered properly C. Initial load for the same business object may be still running D. Filter condition may have excluded the data E. All of the above 4.19 When a BDoc has a validation error, a corresponding short dump can be found in

transaction ST22 A. TRUE B. FALSE 4.20 For multiple data the Flow Context is A. MO1 B. MO2 C. MOA D. MOB E. MO0 4.21 Which of the following statements is correct with regard to data replication in general?

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A. Always with in a Flow Context, Replication Service is called to get subscribers. For each receiver, Outbound adapter is called.

B. From Flow Context, Subscribers are obtained from which Replication Service is determined and Outbound adapter called for each Replication Service

C. Replication Service is called get Subscribers, but Replication service need not be necessarily be with in a Flow Context

D. Sequence of this depends on the Site Type 4.22 In a problem scenario, data is replicated to R/3 site but has not been actually transferred.

Which of the following checks are meaningful? A. Check if the Inbound queue for the site is registered properly B. Check if RFC destination is the correct one in the Site parameters C. Check if RFC destination used for the site is defined properly D. Check if RFC User is locked or missing authorizations in target system E. Check if the R/3 site is de-active or any subscriptions are missing 4.23 When Data is replicated and transferred to the site but there was no response from the

site, status in BDoc monitor will be – “Send to Receiver, not all have responded”. A. TRUE B. FALSE

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5. Field Sales

5.1. In SAP CRM Fields Sales, the mobile client does NOT contain the following components A. Business Object Layer B. BDoc Layer C. User Interface Layer D. CDB (Consolidated Database) E. Local DB 5.2. Which one of the following descriptions are True, selects all applicable: A. The BDoc Layer in mobile client handles the access to local database B. The BDoc Layer in mobile client stores the data in a local queue with transferable format

to CRM server. C. The connection Manager on the CRM side controls the inbound and outbound queues to

mobile client D. The Mobile Application Studio(MAS) and Mobile Application Repository(MAR) are based on

the JAVA technology. E. The Connection Manager on the mobile client side triggers the Transaction Layer to read

inbound data

5.3. The following components are used in the data connection between Mobile client and CRM

Server A. Java Connector B. DCOM Component Connector C. COBRA Connector D. Microsoft Transaction Server. E. Microsoft .Net connector 5.4. Which of the following are NOT the layers which handle the communication between CRM

Middleware and Mobile client A. TCP/IP B. BDoc C. qRFC D. COM+ E. IDoc 5.5. To setup the connection between Communication station and CRM Middleware, the

following steps are required A. Setup MTS(Microsoft Transaction Server) in the CRM Middleware B. Setup MTS(Microsoft Transaction Server) in the Communication Station C. Setup RFC connection in SAP .NET connector in the communication Station D. Setup SAP .NET connector connection in CRM Server E. Test the connection

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5.6. Which of the following are correct about CDB? A. CDB(Consolidated Database) technically are sets of tables in the CRM database B. CDB is a separated physical database specially for mobile applications on CRM server. C. CDB can synchronize the delta data change with mobile clients D. For each table on the mobile client, a corresponding table exists in CDB E. CRM online database can also synchronize with mobile client. 5.7. Choose the correct description about BDoc for SAP CRM mobile application

A. mBDoc is created for the communication between the mobile application and CRM server B. sBDoc is created for the communication between the mobile application and CRM server C. BDoc segments are constructed in a flat structure D. A root data segment contains a unique root ID is part of the BDoc. E. In CRM mobile application, Data mapping normally happens at the hardware interface

level 5.8. Which of the following data segment is in the BDoc header

A. Data segment B. Control segment C. CDB segment D. Error segment E. Time segment 5.9. In CRM server, what is defined to represent mobile client

A. Node B. Segment C. Element D. Site E. Entity 5.10. In the Initial configuration of mobile client, which of the following need to be done

A. Create a site for the mobile client in CRM middleware admin console B. Assign data subscription to the newly created sites. C. Define the database structure in the mobile client D. Initiate the first connection from the mobile client to the CRM server E. None of the above 5.11. To setup the CRM mobile client, What is the next step to be done after the site ID is

initialized

A. Customizing Initial download from CRM online Database to mobile client B. Customizing Initial download from CRM online Database to CDB. C. Customizing Initial download from CDB Database to mobile client D. Customizing Initial download from R/3 to CRM E. Master data initial download from CRM online database to CDB

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5.12. Which of the following component is used to map messaging data flow(mBDoc) to the synchronization data flow(sBDoc)

A. Mobile connector B. Data connector C. Mobile bridge D. Data mapping adapter E. BDoc adapter 5.13. Which of the following are the reasons to use sBDoc

A. Optimized the large data volume from CRM database to mobile client B. Provide the feature of replication rules to define data distribution C. Look-up table can be created for realignment. D. All the CRM tables and the data can be replicated into mobile client E. Data realignment can be handled easily for mobile clients.

5.14. The administration console can NOT be used to

A. Define sites B. Define publications by grouping replication objects and assign to subscriptions C. Assign subscriptions to sites D. Monitor the Initial download data flow E. Define Mobile object data structure..

5.15. What kind of publication can be defined for mobile scenario

A. Automatic B. Bulk C. Manual D. Intelligent E. None of the above 5.16. What is the difference between Bulk publication and intelligent publication

A. Bulk publication has better performance than intelligent publication B. Intelligent publication defines filter rules at the fields lever, bulk publication does not. C. Intelligent publication can correct error in data automatically, while bulk publication can

not. D. One bulk publication objects can be assigned to multiple replication objects, while one

intelligent publication can only assign to one replication object E. None of the above 5.17. Which of the following are steps to trigger to initial download from CDB to the mobile

clients

A. Download the customizing objects from R/3 to CRM B. Monitor the R&R queue in the Queue monitor. C. Trigger AC extract in the Administration console D. Start program ConnTrans in the mobile clients E. None of the above

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5.18. Which of the following are descriptions about synchronization loads between CRM and Mobile clients

A. Customizing objects can only be synchronized in the initial loads B. Transaction R3AS4 is used to trigger Customizing objects synchronization load. C. Transaction R3AS is used to trigger Customizing objects synchronization load D. The customizing adapter objects supports synchronization load if its ‘Function’ field

contains value ‘COMPARE’. E. The data package of synchronization load is stored in the outbound queue before the next

conntrans connection. 5.19. Which of the followings about Look-up table are true, select all applicable:

A. It is generated when the intelligent replication objects are created B. It is generated by the Bulk replication objects C. It contains Replication key (Root ID) and site ID D. It is filled during the realignment. E. The Look-up table can be used to restore the data in mobile client in case it is crashed.

5.20. When the data in mobile client is changed, the changed data will be saved in

A. The local database by the BDoc Layer B. the BOL(Business Object Layer) C. The outbound queue if the changed data is relevant to the Data synchronization D. The CRM inbound queue E. None of the above

5.21. During the synchronization, after the Conntrans program is started in mobile clients,

which of the followings take place

A. Message Transfer service starts and connect to the CRM server via Communication Station

B. Data is copy from mobile client directly to the CRM online database C. Data from CRM is downloaded into Mobile client before the data from mobile client copied

to the CRM server. 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 E. More than one queue can exist from a mobile client to CRM server

5.22. Select the correct ones from the following about intelligent Replication:

A. One sBDoc can only map to one mBDoc thru the mobile bridge B. Data in sBDoc is written in the CDB before it is distributed to the mobile client C. If any of the criteria fields is changed in the replication object, a realignment is triggered. D. Replication & Realignment will happen in both intelligent replication and bulk replication E. The look-up table will be updated during the realignment if necessary. 5.23. Select the correct ones from the following about Data collector services

A. It collects all the data error during the replication. B. It collects the useless space in the CDB and release it for use.

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C. It collects BDoc messages of a particular object type to improve the data extraction performance

D. It is defined as a Subscription in the Admin Console E. It is defined as a logical site and assigned to a physical site to collect data 5.24. Realignment has the following characteristics:

A. It is mainly used to improve performance B. Major realignment(AKA Packet-Based realignment happens when subscriptions are

changed, i.e. adding or deleting subscriptions C. It is always triggered manually D. Minor alignment (AKA BDoc-Based realignment) happens when data is changed, i.e the

criteria field is changed. E. It ensures the distributed local DB is consistent with the CDB

5.25. The Mobile Client Message Recovery can be used to

A. Monitor the status of the BDoc from CRM server to mobile clients B. Control the performance of the BDoc replication C. Reprocess only the error BDoc Data D. Reprocess only the both the successful and error BDoc Data. E. None of the above 5.26. In the Replication & Realignment queue Monitoring, how many queues are displayed

A. 1 B. 2 C. 3 D. 4. E. 5 5.27. To check the metadata consistency in the mobile client,

A. A connection the CRM server must exist B. The meta data on mobile client is synchronized with the BDoc repository in CRM C. No connection to CRM server is needed, D. Consistency is check between the stored procedures on mobile client and stored

procedures on the CRM server E. An ABAP program on the mobile client is created to perform this task.

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Answers CR010: Question Correct Response/s Section 1 – CR010 No Questions

Section 2 – CR010 2.1 B 2.2 A,B,D 2.3 A 2.4 D 2.5 B 2.6 A,C,E 2.7 A 2.8 C 2.9 E 2.10 B,D 2.11 B,D 2.12 C,D 2.13 A,D 2.14

B

2.15 A,B, D,E 2.16 C 2.17 B,C,D,E 2.18 B 2.19 B,C Section 3 – CR010 3.1 B 3.2 A,B,D 3.3 A 3.4 C 3.5 C,D 3.6 A,B 3.7 D 3.8 C 3.9 B 3.10 A 3.11 B 3.12 A 3.13 B,D 3.14 C 3.15 C 3.16 A,B 3.17 D 3.18 C

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3.19 C 3.20 C 3.21 A,D 3.22 B 3.23 A 3.24 B 3.25 A,C,D 3.26 C 3.27 A 3.28 B 3.29 D Section 4 – CR010 4.0 A,B 4.1 B,D 4.2 A,C,D 4.3 D 4.4 A 4.5 D 4.6 B,C,E 4.7 A,B 4.8 B,D 4.9 A 4.10 A 4.11 B 4.12 C,D 4.13 B 4.14 A 4.15 C 4.16 B,D,E 4.17 A,B,D 4.18 A 4.19 A,B,C 4.20 A,C 4.21 A,B,C 4.22 B 4.23 C 4.24 B,C 4.25 A,B,C Section 5 – CR010 5.0 A,B 5.1 A 5.2 C 5.3 B 5.4 C

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5.5 B,C,D 5.6 B,D 5.7 A,C 5.8 C,D 5.9 A,B,C 5.10 B 5.11 D 5.12 A,C,D 5.13 D 5.14 A 5.15 A,C,D 5.16 C 5.17 B 5.18 A,B 5.19 A,B,D 5.20 A,B 5.21 A,C 5.22 B,C,D 5.23 C 5.24 B 5.25 D Section 6 – CR010 6.1 A,D 6.2 B,C 6.3 A 6.4 A,C,D 6.5 D 6.6 A 6.7 A 6.8 B 6.9 A,D 6.10 A,B 6.11 A 6.12 B 6.13 C 6.14 D 6.15 A,B,D 6.16 A,B,D 6.17 A,B,C 6.18 A 6.19 A,B Section 7 – CR010 7.1 C,D 7.2 A,D

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7.3 B,C 7.4 A 7.5 A,B,D 7.6 B,C,D 7.7 A,B,C,D 7.8 B,C Section 8 – CR010 8.1 B,C,D 8.2 A,B,C,D 8.3 D 8.4 C 8.5 A 8.6 A 8.7 D 8.8 A 8.9 B 8.10 A 8.11 A,C 8.12 B,C 8.13 C 8.14 A,B,C,D Section 9 – CR010 9.1 A,B,D 9.2 A 9.3 A,B 9.4 A,C 9.5 B,D 9.6 B 9.7 C 9.8 A,D 9.9 B

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Answers CR100: Question Correct Response/s Section 1: CR100 - CRM Overview 1.1 A, B, C 1.2 A, B, C, E 1.3 C 1.4 C 1.5 A, B, D, E 1.6 A, C 1.7 D 1.8 A, B, C, D, E Section 2: CR100 - Business Partner

2.1 A 2.2 A 2.3 A, B, D 2.4 D 2.5 A, B, C - Address-dependent communication data is part of BAS 2.6 C, F 2.7 A, B, C, D 2.8 D,E 2.9 C, E, F 2.10 A, C 2.11 A, B, C, D, E Section 3: CR100 - Organization Management

3.1 A 3.2 B 3.3 A 3.4 B 3.5 A 3.6 A 3.7 E 3.8 A 3.9 B 3.10 B 3.11 A 3.12 A, C, E 3.13 E 3.14 A 3.15 A, C 3.16 D 3.17 A

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3.18 B 3.19 B 3.20 B 3.21 C Section 4: CR100 - Product Master

4.1 C 4.2 F 4.3 A 4.4 A, B, D 4.5 E 4.6 D 4.7 D 4.8 E 4.9 B, C, D 4.10 D Section 5: CR100 - Transaction Processing

5.1 A, C, D 5.2 D 5.3 A 5.4 A, B, D 5.5 D 5.6 A 5.7 A, B, C 5.8 B 5.9 A, B, D 5.10 B 5.11 A 5.12 B 5.13 A 5.14 B 5.15 B, C 5.16 A 5.17 A, B, C 5.18 A 5.19 A 5.20 A 5.21 A 5.22 B Section 6: CR100 - Activity Management

6.1 D 6.2 E 6.3 D 6.4 F 6.5 B, C

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6.6 E 6.7 D 6.8 D 6.9 E 6.10 D Section 7: CR100 - Partner processing

7.1 A, B, D, E 7.2 A, E 7.3 A 7.4 C 7.5 B 7.6 A,C 7.7 A Section 8: CR100 - Actions

8.1 B 8.2 A 8.3 E 8.4 A, B 8.5 B 8.6 A, B, C, D 8.7 A 8.8 A 8.9 A 8.10 A 8.11 A, B, C 8.12 B Section 9: CR100 - Pricing fundamentals

9.1 A, B, C, D 9.2 A, B, C 9.3 B 9.4 A, B, C, D 9.5 A, B 9.6 A, B, C, D 9.7 A, B, C, D 9.8 A, B, D 9.9 A, B, D Section 10: CR100 - CRM Billing

10.1 A, B, D, E, F, G

10.2 C

• should be FI-AR (Accounts Receivable) or FI-CA (Contract Accounting)

10.3 A, B, D 10.4 A, C, D, F, G

• B is available only starting 5.0

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• E allows both individual as well as collective cancellations.

10.5 A, B 10.6 A, B, C, D 10.7 A 10.8 A, C, D 10.9 C, D, E 10.10 A, B 10.11 B, C, D 10.12 B Section 11: CR100 - CRM Middleware

11.1 A, B, C, D, E 11.2 C 11.3 A, B, C, D 11.4 A, B, C 11.5 C, D, E 11.6 A, C, E 11.7 B, D, E 11.8 B Section 12: CR100 - People-Centric CRM

12.1 T 12.2 F 12.3 T 12.4 F 12.5 T 12.6 E 12.7 B 12.8 A, C, D, E 12.9 C 12.10 E 12.11 C 12.12 C 12.13 A 12.14 B 12.15 E

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Answers CR500: Section 1: CR500 - Overview

1.1 B,C,D,E 1.2 C 1.3 A,C,D 1.4 A,C,E 1.5 A 1.6 True 1.7 True 1.8 False 1.9 A,B,E 1.10 NetWeaver Application Server 1.11 True 1.12 A,C,D 1.13 Available-to-Promise (ATP) 1.14 B 1.15 True 1.16 True 1.17 False 1.18 B,C,D,E 1.19 Middleware 1.20 B 1.21 B,D 1.22 Server 1.23 True 1.24 Communication 1.25 False 1.26 B,C,D 1.27 True

1.28 C,D,E

Section 2: CR500 - Data Exchange with SAP R/3 backend

2.1 T 2.2 T 2.3 A 2.4 F 2.5 T 2.6 F 2.7 A, B, D 2.8 C 2.9 B 2.10 F 2.11 D 2.12 A

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2.13 B, D 2.14 A 2.15 D 2.16 E 2.17 T 2.18 D 2.19 C 2.20 A 2.21 C 2.22 A,C 2.23 C 2.24 C 2.25 F 2.26 E

Section 3: CR500 - Data Exchange with Third Party Backend

3.1 A 3.2 A,B 3.3 B 3.4 A 3.5 B 3.6 A 3.7 D 3.8 B,C,D,E 3.9 A

Section 4: CR500 - CRM Middleware Operations

4.1 A 4.2 D 4.3 A, B, C, D 4.4 A 4.5 T 4.6 C 4.7 D 4.8 A, B, C, E 4.9 A, C 4.10 A, C, D 4.11 A, B 4.12 B, D 4.13 A, C, E 4.14 A, B, D 4.15 T 4.16 T 4.17 F 4.18 E 4.19 F 4.20 B, D

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4.21 A 4.22 B, C, D 4.23 T

Section 5 – CR500 - CRM Field Sales

5.1 D 5.2 A,B, E 5.3 B,D,E 5.4 D,E 5.5 B,C E 5.6 A,C,D 5.7 B,D 5.8 B 5.9 D 5.10 A,B,D 5.11 B 5.12 C 5.13 A,B,C,E 5.14 D,E 5.15 B,D 5.16 B,D 5.17 B,C,D 5.18 B,D,E 5.19 A,C,D,E 5.20 A,C 5.21 A,D 5.22 B,C,E 5.23 C,E 5.24 B,D,E 5.25 A,D 5.26 E 5.27 A,B,D

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CRM Foundation Certification Test Informal Study Guidev.02

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