SAP CRM Online Quiz

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.

Q 1 - Which of the following is a submodule in SAP Customer Relationship Management CRM?

A - SAP CRM Sales

B - SAM CRM Marketing

C - SAP CRM Analytics

D - SAP CRM Service

E - All of the above

Answer : E

Explanation

SAP CRM includes following sub modules that support key functions of Customer Relationship Management −

SAP CRM Sales
SAM CRM Marketing
SAP CRM Analytics
SAP CRM Service
SAP CRM Web Channel (E Marketing, CRM Mobile, etc.)
SAP CRM Interaction Center IC
SAP Hybris

Q 2 - Which of the following T-code is used to access Customer Interaction Center in SAP Easy access?

Answer : A

Q 3 - In SAP CRM Web UI Configuration tool, which of the option allows you to view pop ups that are used to configure a page?

A - Configure Page

B - Configurable Area

C - Personalization

D - All of the above

Answer : B

Explanation

Configurable Area

This option is used to highlight the area on the page which is configurable

Configure Page

This option allows you to view pop ups that are used to configure a page.

Personalization

Personalization is performed by end users and Configuration is done by administrators, project teams. It is used to change the layout of the tool for individual users and not for a group of users. To perform Personalization, a personalization dialog is used with which a user can adapt the UI of the application.

Q 4 - Which of the following is not a sales functions to be performed in SAP CRM?

A - To effectively manage travel and expense management for field sales personnel to record, review, and update travel information, enter receipts, and maintain time sheets.

B - SAP CRM is used by organizations to manage, monitor, capture and save all the critical details about customers, products, partners and prospects.

C - It help organizations to develop, implement, and manage compensation plans easily by defining incentives and commissions for sales agents.

D - To check the total volume forecast plus corresponding promotional and non-promotional costs.

Answer : D

Explanation

This is SAP CRM Account Planning function- To check the total volume forecast plus corresponding promotional and non-promotional costs.

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

Answer : A

Q 6 - In Customer Relationship Management, which of the following allows customer to release the products or services at previously agreed conditions?

A - Sales Order

B - Quotation Order

C - Outline Agreement

D - Service Agreement

Answer : C

Explanation

An outline agreement is defined as an agreement that allows customer to release the products or services at previously agreed conditions. You can define conditions like price, terms of delivery, etc. and these conditions are true for all sales orders that customer creates with reference to sales agreement. These outline agreements are used for customer retention.

Q 7 - Which of the following can be used to improve the visibility of all marketing and promotional activities and increase coordination between teams for market campaigns?

A - Marketing Calendar

B - Marketing Plan

C - Marketing Elements

D - None of these

Answer : A

Explanation

A Marketing calendar is known as integrated tool to manage information about marketing activities within a defined time period. You can create new activities, change or display existing activities directly from the calendar.

A Marketing calendar is suitable for all type of marketing roles if you are a marketing professional involved in product campaign or a trade fair promotion manager, you can use market calendar to improve the visibility of all marketing and promotional activities and increase coordination between teams for market campaigns.

Q 8 - Which of the following is incorrect about Service Request and Service Ticket?

A - Service Ticket was introduced in CRM 4.0 and was variant of IC interaction Center service order business transaction.

B - Service request was introduced in CRM 4.0 and was variant of IC interaction Center service order business transaction.

C - Service requests are used to fulfill the service requests submitted by the customer.

D - Service ticket was introduced to provide add on industry service to support service desk scenarios.

Answer : B

Q 9 - Which of the following deals with the delivery of service parts to the customer?

Answer : C

Q 10 - 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?

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.

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