C_TCRM20_72 Online Practice Questions and Answers

Which of the following describes an accurate SAP CRM user interface strategy?

Note: There are 3 correct answers to this question.

A. Administrators use the CRM WebClient UI.

B. Administrators use the SAP GUI.

C. Administrators use the People-Centric UI.

D. Advanced business users use the SAP GUI.

E. Business users use the CRM WebClient UI.

Which of the following is used to model complex objects for your customers within SAP CRM Service?

A. Product components

B. Installed base management

C. Package quotation

D. Warranties

Your customer wants the invoicing of SAP CRM sales orders to be performed by CRM Billing. Where do you determine that billing takes place in SAP CRM and not in SAP ERP?

A. Item category of the sales transaction item

B. Transaction type of the sales transaction

C. Middleware parameter

D. Leading transaction category of the sales transaction

Where in Customizing do you assign access sequences for the partner functions?

A. Within the partner function category

B. Within in the relationship category

C. Within the Partner determination procedure

D. Within transaction type

There are several Interaction Center (IC) functions that help agents to work effectively within the IC application.

Which of the following features are related to agent guidance?

Note: There are 2 correct answers to this question.

A. Knowledge article routing

B. Service-level workflows

C. Interactive scripting

D. Intent-driven interaction

What is the common way to define multiple organizational structures in SAP CRM?

A. Define multiple organizational structures using a matrix within the organizational model.

B. Maintain organizational structures in SAP ERP and replicated them to SAP CRM.

C. Integrate organizational structures for sales, service, and marketing in one organizational model.

D. Use SAP GUI.

You want to create a product promotion to be used in the Interaction Center or in the Web shop, and want to offer accessories for the new product.

Where do you maintain accessories for the new product?

A. In product master maintenance

B. In Trade Promotion Management

C. In the cross-sell/ up-sell/ down-sell rules

D. In the top n list

In a marketing training you explain the functions to create segmentation models, segments and target groups.

Which key point should the users remember?

A. A segmentation model can contain segments, target groups, or target groups that are based on a segment.

B. A target group that is already based on a segment can be assigned to another segment.

C. A target group is updated automatically.

D. A segment is a finite list of business partners that match a corresponding profile.

Within an activity transaction, which of the following is used to record information gathered from a customer visit or telephone call?

Note: There are 2 correct answers to this question.

A. Activity goal

B. Product promotion list

C. Questionnaire

D. Campaign To-Dos

Which of the following components of SAP Solution Manager support the implementation phase of an SAP CRM project?

Note: There are 2 correct answers to this question.

A. Implementation and test tools, for example the IMG or the Test Workbench

B. Roadmaps providing links to accelerators and tools that perform project tasks

C. Wizards that support the technical installation of the SAP CRM system

D. Skill-based allocation reports to assign qualified employees to the project