SAP CRM Mock Test


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This section presents you various set of Mock Tests related to SAP CRM. You can download these sample mock tests at your local machine and solve offline at your convenience. Every mock test is supplied with a mock test key to let you verify the final score and grade yourself.

Questions and Answers

SAP CRM Mock Test IV

Q 1 - To perform campaign execution, you should have atleast one campaign created in CRM?

A - True

B - False

Answer : A

Q 3 - Service Requests are available in CRM 7.0 and are introduced to provide functionality in service tickets?

A - True

B - False

Answer : A

Explanation

Service Ticket was introduced in CRM 4.0 and was variant of IC interaction Center service order business transaction. Service Requests are available in CRM 7.0 and are introduced to provide functionality in service tickets.

Q 4 - Which of the following is correct about Service Request?

A - Only IC roles

B - Print/Print Preview

C - Display Object Relationship

D - Escalation Management

Answer : A

Q 5 - Which of the following deals with the delivery of service parts to the customer?

A - Quotation Order

B - Sales Order

C - Service Order

D - Lead

Answer : C

Q 6 - Which of the following can be used by customer to return a service part for which was not used?

A - Service Request

B - Complaint

C - Return

D - Service Order

Answer : C

Explanation

Return can be used for the goods delivered to a customer. A customer can also return a service part for which was not used.

Q 7 - Which of the following return is performed for the articles which are marked as non-returnable?

A - Surplus Return

B - Recall Return

C - Rapid Return

D - Standard Return

Answer : C

Q 8 - Warranty management is used to identify warranties while processing service business transaction like service order and complaints?

A - True

B - False

Answer : A

Q 9 - Which of the following component of Interaction Center can be used to add notes to business transactions?

A - Account Information

B - Scratch Pad

C - Communication Information

D - None of the above

Answer : B

Explanation

Scratch Pad

This is used to add notes to business transactions. Agent can write notes and at any time these notes can be added to business transactions

Q 10 - In Interaction Center, which of the following can be used to monitor agent status, queue status and different improvement actions that can be taken?

A - IC Agent

B - IC Manager

C - IC Sales Executive

D - IC Owner

Answer : B

Explanation

To check the status of IC agents, Interaction Center (IC) managers can make use of IC Manager Dashboard. Using dashboard they can monitor agent status, queue status and different improvement actions that can be taken. They can also mention key performance indicators for overall process management.

Q 11 - Which of the following is SAP’s next generation platform?

A - Business Objects 4.x

B - Business One

C - Sales on Solution

D - Sybase Unwired Platform

Answer : D

Q 12 - Which of the following scenario data is exchanged between two different organizations or business partners. Communication between two companies is done when a middleware is used like SAP Process Integrator PI/XI?

A - B2B Scenario

B - B2C Scenario

C - C2C Scenario

D - None of these

Answer : A

Explanation

In a B2B scenario, data is exchanged between two different organizations or business partners. Communication between two companies is done when a middleware is used like SAP Process Integrator PI/XI.

Q 13 - Which of the following can be used to calculate cost for business transactions related to service orders, sales, quotations and product campaigns using discount, taxes, surcharge, etc?

A - Pricing

B - Taxes

C - Billing

D - Warranty

Answer : A

Explanation

Pricing is used to calculate prices and cost for customers and vendors. Pricing calculates price and cost for business transactions related to service orders, sales, quotations and product campaigns. Different kind of conditions can be defined on pricing like discount, taxes, surcharge, etc. System uses condition technique to determine pricing information for business transactions.

Answer Sheet

Question Number Answer Key
1 A
2 B
3 A
4 A
5 C
6 C
7 C
8 A
9 B
10 B
11 D
12 A
13 A
sap_crm_questions_answers.htm
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