SAP CRM Online Quiz


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Following quiz provides Multiple Choice Questions (MCQs) related to SAP CRM. You will have to read all the given answers and click over the correct answer. If you are not sure about the answer then you can check the answer using Show Answer button. You can use Next Quiz button to check new set of questions in the quiz.

Questions and Answers

Q 1 - Which of the following is the latest SAP CRM version?

A - CRM 9.0

B - CRM 7.0(EHP2)

C - CRM 2012

D - CRM Enterprise

Answer : B

Q 2 - In SAP CRM Web Client, which of the following area involves where changes happen with user actions and where user works?

A - Navigation bar

B - Header Area

C - Work Area

D - All of the above

Answer : C

Explanation

The entire frame in UI WebClient is known as Navigation bar. You can navigate to different pages in Navigation bar.

Header area is at the top and contains system links, work area title, saved searches, history, etc.

Work area is place where changes happen with user actions and where user works. Work area contains work center groups, overview pages, email inbox, etc.

Q 3 - In SAP CRM Web Client Work Area, where do you navigate to to display alerts, business transactions and alerts that are assigned or pending to user?

A - Home

B - Work List

C - Email inbox and calendar

D - Header

Answer : B

Explanation

Work list

This is used to display alerts, business transactions and alerts that are assigned or pending to user through which you are logged in. It allows you to navigate to different transactions and applications using work list.

Q 4 - Which of the following feature in CRM includes email or a telephone call or a customer visit or a follow up call, request to set the status to complete etc.?

A - Account Planning

B - CRM Sales

C - Activity Management

D - None of these

Answer : C

Q 5 - Which of the following Transaction can be used to create standard activity journal?

A - CRM_ACT_STD_JRNL

B - CRM_STD_ACT_JRNL

C - CRM_JRNL

D - CRM_ACT_JRNL

Answer : A

Q 6 - When a Quotation has been sent, which of the following can be used to take the first feedback from the customer?

A - Lead

B - RFx

C - Activity

D - Opportunity

Answer : C

Explanation

You can monitor the status of quotation by creating an activity. You can enter an activity for a specific time period (Performed in SAP CRM).

Q 7 - In SAP CRM Marketing, you can assign you can assign marketing plans to each other and can also assign marketing plans to a campaign?

A - True

B - False

Answer : B

Explanation

You can assign marketing plans to each other and campaigns can be assigned to each market plan element but you can’t assign marketing plans to a campaign.

Q 8 - 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 9 - 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 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.


sap_crm_questions_answers.htm

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