Sap Cr100 Tcrm10 Tcrm20 Questions

SAP CRM: CR100, TCRM10, TCRM20 - Questions for the certification preparation

31.08.10 Hello Everyone This document is a helpful tool for studying for the SAP CRM certification test. The required documentations documentations for the test are the next SAP documentations: documentations: http://www.sap.com/germany/services/education/schu http://www.sap.com/germany/servic es/education/schulungskatalo lungskatalog/sapg/sapcrm/certificationtest.epx?contex crm/certification test.epx?context=[[C_TCRM20 t=[[C_TCRM20_70|]]| _70|]]| The principle of this document is very simple; for each page on the SAP study documentation documentation I wrote appropriate questions. questions. The answers are on the second attached document: SAP CRM100-TCRM10-TCRM20 ANSWERS Remarks: 1. I cannot assure assure that the questions and answers are are correct. I take take no responsibility responsibility for the t he information on this document. The st udent is responsible alone. I am not an authority regarding the SAP CRM 7.0. 2. Some of the questions would appear vague and unclear. Try to relate them to the topic on the documentation. 3. I apologize apologize in advance advance for any misspells misspells or or grammatical mistakes. I am not a native English speaker. Index: BTr

Business Transaction

Con. Ty.

Condition Type

TrTy

Transaction Type

BO

Business Object

It. Cat.

Item Category

NB

Navigation Bar

SO

System Syst em Object

BR

Business Role

TDP

Test Determination Determination procedure

OVP

Over View Page

PP

Pricing Procedure

DLG

Direct Link Group

PDP

Partner Determination Determinatio n Procedure

WCLL

Work Center Logical Link

AS

Access Sequence

MW

Middleware Middleware

WC

Web Client

UI

User Interface

MD

Master Data

DC

Distribution Distribut ion Channel

S2P

Sold to party

DIV

Division

B2P

Bill to party and etc.

InsB

Installment Base

Good Luck

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© 2010 by Itay Abuhav – [email protected]. All Rights Reserved


Itay Abuhav

Question 1. What are the key Functions in SAP CRM? 2. What are the contact channels on SAP CRM? CRM? 3. In which ways can the different SAP CRM applications applications be integrated in in the organization organization (5)? 4. Which middleware components are are to be installed in order to realize the connection between the SAP CRM server and the ERP server (two components)? 5. Which interface interfac e is common and recommended recommende d for the CRM end users? 6. What is Customization Customizati on in a SAP system? 7. What characterizes characterizes the Customization Customization in SAP system (2)? (2)? 8. What options have we in order to optimize customer's customer' s requirements requirement s specification on the SAP system? 9. What is Transaction SPRO 10. Where do you change the design view setting (like layouts and font) on the Web Client? 11. What are the relevant terms for Business Partners (3)? 12. How are the numbers of the entities determined? 13. What is the main objective of a business partner? 14. What is the difference between CRM Business partner model and other ERP systems? 15. What serves the business partner relationship definitions (roles) of a business partner? 16. What are the business partner categories? 17. What is a business partner group? 18. Who can be included as a business partner on the system? 19. What is the meaning of an organization definition for a business partner? 20. What is the meaning of business partner role? 21. How many roles could be assigned to one business partner? 22. What is the O bjective of the BP relationship? relationship? 23. What are the Attributes of a Relationship? 24. What types of business partner relationships relationships the system maintains? 25. What is the purpose of a Relationship category? 26. What is the BAS? What are the objectives of BAS? 27. To whom we define the marketing attributes? 28. What is the O bjective of the marketing attributes? 29. What is the use of the marketing attributes (2)? 30. What is the account classification? classification? What includes the account classification? 31. What is the use of account classification? 32. How do you classify an account? 33. To Which System object we assign the Lifecycle?

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17 18

21 22 33 34

35

36 37 38 39 40

41

43


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Question 34. What is the use of the Lifecycle Management? 35. What is the relation between the Account lifecycle and the role? 36. What is the relation between the Account lifecycle and the BP? 37. How do you implement the lifecycle in the system transactions? 38. What does the lifecycle determines when assigned to an entity? 39. What is the relation between lifecycle and exclusion group? 40. What is the use of mini templates? 41. To which data are the mini templates assigned? 42. What is the use of the Buying Center? 43. To which System entity the Buying center is assigned? 44. What are the Hierarchy nodes? 45. What is the relation between a node from the ERP system and one form the CRM? 46. What are the hierarchy nodes Categories? 47. What is the difference between them? 48. What is the mobility policy in a node? 49. Which methods there are for creating or updating BP master data in the system (6)? 50. What is the main difference between CRM and SAP ERP system when handling a BP? 51. What other differences are mentioned (4)? 52. What is the main different between the CRM and the ERP when managing BP? 53. What is the basis for the difference? 54. What is the purpose and advantages of the Easy Enhancement Workbench? 55. What are the Objectives of the Organizational Management? 56. What is the relation between the SAP ERP and the CRM on the organizational model? 57. How the organizational Determination contributes the processes? 58. What the three uses of the Organizational Management? 59. What is the principle of Organizational Management? 60. What are the suggested attributes of the CRM Organizational Model (5)? 61. Which are the types of organizational Objects and what is the difference between them? 62. What are the attributes of each Organizational Object? 63. What is the use of the General Attributes? 64. What is the relation between the Org. Unit and the position regarding the Attributes? 65. What are the Sales Functions on the organizational structure and their responsibilities? 66. Which one is the mandatory Function? 67. What is the main difference between the various org objects? 68. What are the service Functions on the organizational structure and their

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44 45 47

48

49

50 51

52

54 80

81 82 83 84

85

86

87


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Question responsibilities? 69. Which one is the mandatory Function? 70. What is the main difference between the various org objects? 71. What is the Marketing Functions on the organizational structure? 72. What functions the Marketing organization allows us? 73. What is its significance in compare with Sales and Services? 74. What are the two methods to determine Organizational data to a transaction? 75. How does the system locate data and from where for realizing a Transaction? 76. Which two Kinds of rules guide the system when determining the data for Transactions? 77. Why is it required to determine certain rules to certain transactions? 78. What is the system process flow of the Organizational data determination? 79. What is the sequence of configuration flow of the Organizational data determination? 80. What are the product types in the CRM system (6)? 81. What kinds of product data can be transferred from the ERP to the CRM? 82. What is the reason that the data cannot be changed? 83. What option is there to changes unchangeable product data on the CRM system that sourced from the ERP? 84. What is the sequence of creating a product on the ERP and transferring it to the CRM and which system middle is required? 85. What is the objective of the relationship? 86. What are Accessories? Customers' products? Vendors' products'? Service Products? Spare part product? Component products? Warranties? 87. Which system condition should be maintained in order to set the relationship type? 88. What are the Objectives of a Competitor Product? 89. What is the use of the competitor product? 90. What kind of Product type is a Competitor Product? 91. Which transaction can use the competitor product? 92. What is the hierarchy of product definition? 93. What is the definition and purpose of a Set Type? 94. What are the Set Type elements? 95. Which kind of set types has the product master and what each one contains? 96. What is the basic Set Type definition and Hierarchies for a product on the CRM System? 97. What is the sequence of transferring product from the ERP to the CRM? 98. What is the requirement for Material product that was transferred from the ERP? 99. What is the significance of assigning a product to the product type? 100. What is the difference between the hierarchy assignment to the different product types in the CRM system? And why?

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88

91 92

95

111

TCRM10 – 481

113

TCRM10 - 482

114

TCRM10 - 482

115

TCRM10 -484

116

TCRM10 - 490

117



Question 101. What is the different type of service products? 102. What is the Warranty product and which kind of warranty product there are? 103. What is the objective on an Attribute? 104. What are the parameters that define Attribute? 105. What are the Objective of Set types? 106. Which options are there for Set types uses? 107. What is the set type restriction? 108. Which Object is assigned to another? 109. What are the mini templates? 110. What enables the Product Category? 111. What is the Objective of Product Category? 112. Describe the logic behind the structure of Hierarchies and Product Category and set type? What is the role of the set type? 113. What are the various elements necessary to enhance a Product? 114. What is an Adapter Object? 115. What is the two required downloads when replicating data from the ERP to the CRM? 116. What are the Objectives (3) of a Transaction? 117. What are the options between various transactions (3)? 118. What are the two different areas on a transaction and what is the difference between them? 119. What is the use of a BTr? 120. What is the use of the BTr Type? 121. What is the additional level that a sales BTr has? Which check is required to operate this level? 122. What is determined when a TrTy is set for a BTr? What are the three elements? 123. Name a few of the Transactions Characteristics? 124. What is the restriction when working with a BTr regarding follow ups? 125. What is the objective of a TrTy? 126. What are the Blocking Reasons? Where is it defined? 127. What is the use of the permission channels? 128. What triggers the Item Category? 129. What are the attributes determined by the Item Category? 130. Which data and profiles are fixed on an Item Category and what resembles these data? For which type of information are they divided? 131. Which data is then determined and what resembles these data? 132. What is the Item Category Group? Where is it defined? 133. What is the sequence of the item category determination? 134. What is the condition regarding the item category determination when replicating information from the ERP to the CRM? Why? 135. How the system does determine the Item Category? 136. What are the options for Item category determination aside from the

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Page on TCRM

118

TCRM10 - 492

119

TCRM10 - 493

120

TCRM10 – 493

121

TCRM10 – 493 TCRM10 - 493

122

151 152

TCRM20 -1 – 17 TCRM20 -1 - 18

153

TCRM20 – 19 - 51

154

TCRM20 – 20-54

155

TCRM20 - 54

156

TCRM20 - 55



Question default ones? 137. What are the two options to maintain Preceding and subsequent Documents? 138. What is necessary in order to carry them out? 139. What is the restriction when performing a copy control for a Transaction? 140. What is the objective Transaction History? 141. What is the difference between different kinds of transactions? 142. What does the Transaction History allow? 143. What triggers the transaction History? 144. What is the sequence of the copy control? 145. In Which cases the Copy control is mandatory? 146. What is the case with Service when performing copy control? 147. What is linking a document subsequently? 148. What is copied and what is not copied when linking a document subsequently? 149. What is updated when the subsequent link was done? 150. Which profile is required in order to allow a subsequent link? 151. What are the Basic Functions in a BTr and what is the objective and use of each (profiles)? 152. What are the notes? Which kinds of notes the system offers? 153. What are the notes features? 154. To which SO can these notes be maintained? 155. How looks the Hierarchy of the TDP? 156. What is determined for the Text under the TDP? 157. To which SO assign one the TDP? 158. What is the Objective of the Date Management? 159. In which cases the Date Management is usable? 160. For which BTr the date management is used? 161. What are the characteristics of the Date Management? 162. According to which System Object the Date Management rule is determined? 163. What are Date Types? 164. What are durations? 165. What are the date rules? 166. What is the objective of the status management and what is the use? 167. What Kind of System Statuses are managed on the System? 168. What are the User Status restriction regarding a BTr? 169. What are the User Status options regarding a User? 170. Which system Objects determine the status Profile? 171. What is necessary to define and activate a status profile on the system? 172. What is a status number? 173. What is determined when a status profile is called? Which another system rule is then required? 174. What is the Objective Incompleteness Check? 175. What is the use of the Incompleteness Check?

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157

TCRM20 - 93

158

TCRM20 – 95

159

TCRM20 - 97

160

TCRM20 - 98

161

TCRM20 - 98 TCRM20 - 99

162

163

TCRM20 - 100

164

TCRM20 - 102

165

TCRM20 - 103

166

TCRM20 - 104

167

TCRM20 - 105

168

TCRM20 - 107



Question 176. What is the hierarchy of the Incompleteness Process? To which system object is it assigned? 177. What is the objective of the Change History? What are the three parameters? 178. Where is the Change History defined? 179. What is the Objective of the activity? 180. What kinds of Activities are there in the System? 181. What characterizes an Activity? What is the difference from other BTr (3)? 182. What are the two leading Business Transactions Categories for activities that are defined in the System? What is the difference between them? 183. What is the relation between activities and other BTr? 184. What is the Business Activity Structure? And what is included? 185. What is the relation between the activity Category and the Transaction Type? 186. What is included under the default data on the activity TrTy? 187. What is required in order to add product to activities? 188. What are the options for Follow-up Activities on the System? What is the difference between them? 189. What are the characteristics of a questionnaire? 190. What is the main purpose of the Activity Journal? 191. What is the use of the Journal Activity? 192. What is required in order to track Products? 193. What is the relation with other TrTy? 194. What is the objective of the connection between the CRM System and the groupware? 195. What is the use of the groupware application? 196. What is required when defining the groupware? 197. What are the system requirements for operating the groupware? 198. What are the Objects that could be transferred between the CRM and a Groupware System? 199. Which Technology Elements are used to execute this option? What components are required? 200. What is the activity analysis? 201. What is necessary in order to be able to create reports? 202. What is the objective of the PP? 203. What is the use of the PP (5)? 204. What are the most important sources of information are in the PP? 205. What triggers the PP? 206. What is the process sequence of the PP? 207. What are the four principles of the PP (for data entering, for document, for process)? 208. What is the Partner Function Category?

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Page on TCRM

170

TCRM20 - 130

217

TCRM20 - 131

218

219 220 221 222

TCRM20 - 136 TCRM20 - 137 TCRM20 - 137 TCRM20 - 140

223

TCRM20 - 142

224

TCRM20 - 144

225 243

TCRM20 - 168

244

TCRM20 - 169 TCRM20 - 171 TCRM20

245 246



Question 209. What is the Partner Function? 210. What is the Partner Determination Procedure? 211. What is the Access Sequence? 212. What is the customizing restriction regarding the assignment of a Partner Function? What are the Hierarchy and Relation between the Partner Function Category and the Partner Function? 213. What is the Relationship Category? What is the Relation between the Partner Function Category and the Relationship Category? What is the connection to the Access sequence? 214. What is the use of the Lock? 215. What is the "Undefined Partner"? 216. What is the Objective of the PDP? 217. What is the use of the PDP? 218. Which main data sources are used by the PDP? 219. What type of data the PDP brings? 220. Which data is determined in the PDP (4)? 221. Which PDP parameters are defined (2)? 222. To what we assign the Partner Determination Procedure? 223. What is the Objective of the Access Sequence? 224. What is the Use of the Access Sequence? For which objects is it referring? 225. What is the option when no Access Sequence is determined? 226. What is the order of events of data determination when processing a process in the system? 227. What are the parameters checked by the AS? 228. Which customizing condition regarding the system process is required in order to relate a PDP to a TrTy? 229. What happens when a BP is determined on the PDP but no AS is assigned to him? 230. What is the purpose of actions on the System? 231. What is the use of actions on the System? 232. What is the terminology for the actions processing? 233. What is the sequence of events for executing an action? 234. To which System Element the Action Profile is assigned? 235. What is the purpose of an Action Profile? 236. Which Parameters are determined in the Action Profile regarding the execution of actions? 237. What is the Start Condition and the Schedule Condition on the System and what is the relation between them? 238. For which SO are the conditions assigned? 239. What are the two mode of defining them? 240. What is the purpose of the Processing Time? 241. What kind of Processing Time the System allows and what is the difference between them (3)? Give examples for each. 242. To which System Object do we assign the Processing Time?

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- 176

247

TCRM20 - 178

248

TCRM20 - 179

249

TCRM20 - 180

250

TCRM20 - 181

273

TCRM20 - 207

274

TCRM20 - 208

275

TCRM20 - 209

276

TCRM20 - 210



Question 243. Where can we view the assigned actions? What parameters are shown? 244. What are the Processing types in the System and what is the purpose of each one? 245. What is the Hierarchy of the Action Profile definition? 246. What are the parameters of the action profile and which characters has each? 247. What is the relation between a Transaction type and the Action Profile? 248. What is the sequence of event when for an action profile to go in active? 249. What is a Smart Form? How does it work? 250. Which kind of examples of activities documentation could be designed on the SAP Smart Form? 251. What is the purpose of the Action Monitor? 252. Where is it originated? 253. What is the use of the action monitor? 254. What is the relation between the action monitor and the selection report? 255. What is the responsible component for the Pricing in the CRM System? On which technology is it based? 256. Which Pricing elements are included in the IPC? From where comes the relevant data (4 – sales, product, tax)? 257. What is the use of the PP? 258. On which SAP applications can the IPC be used? What are the pricing possibilities with it? 259. What are the limitations of transferring pricing data from the ERP to the CRM? And why?

Page on CR100

277 278

279 281

Page on TCRM

TCRM20 - 211 TCRM20 - 212

TCRM20 - 213 TCRM20 - 215

282

TCRM20 - 215

305

TCRM20 - 243

306

TCRM20 - 244 TCRM20 - 245

http://help.sap.com/erp2005_ehp_04/helpdata/EN/35/2cd77bd7705394e10000009b387c12/frameset.htm

260. What are the two Implementation Scenarios for the IPC and what is the difference between them? 261. What is the logic structure of the PP? 262. On which parameters does the PP influence the Condition types (5 – the use, calculation, )? 263. Which System Objects and Data sources determine the Pricing Procedure (5)? 264. What is the Objective of the Con. Ty.? On which system Object is it operative? 265. What are the characteristics of the Cond. Ty.? 266. What is the objective of the Sequence Access? 267. What is the Hierarchy between the AS and the Con. Ty.? 268. Where is it used on the System? What is the sequence of events when a Con. Is operated? 269. What is a condition record? 270. What is the Condition Tables? 271. How does the condition Table is activated? 272. What is the main restriction regarding the condition table? 273. What is the Sequence of events during the Pricing Procedure?

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307

308 309

TCRM20 - 246 TCRM20 - 248

310

TCRM20 - 249

311

TCRM20 - 250

312

TCRM20



Question 274. Which Condition techniques are already determined in the System? 275. What is the role of the Condition Records on the Pricing Procedure? 276. What is the sequence of events of the condition record in the process of pricing? How does a Condition Record calculate the result? What other possibilities are? 277. What is the Value scale? 278. To which System Object could Conditions be maintained?

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313

314

279. What is included under the Condition Group? 280. What is the Price Analysis? 281. What is the use? 282. When is it possible to use it? 283. Which different function and uses (other than the regular pricing used on a BTr) has the Pricing Process? 284. What are the restrictions of pricing procedures on CRM? 285. What are the different data sources for the Tax Determination? 286. How is the Sequence of the tax determination? Which component performs the calculation? Which other Data Bases are involved? What is the Output? 287. Which CRM Pricing Procedure is recommended for using the TTE? 288. What is the hierarchical structure of the FI on the ECC? Which indentifies has each unit (3)? 289. What does the hierarchical structure allow? 290. What are the two main business scenarios of the CRM Billing?

315 316

291. What is the process flow of Service Cycle with the Billing? 292. What is the process flow of sale Cycle with the Billing? 293. What is the logic Process between the ECC and the CRM regarding the billing? 294. What are the BTrs that use the Billing Doc (5 - sales and service)? 295. How can two different business scenarios be integrated into one Billing Doc? 296. Which FI components must be installed and where in order to integrate the financial Control on the Billing Docs? 297. What is the CRM Billing Application? 298. What are the main stages on the Billing Process? What is included under inputs? Outputs? 299. What is the option of integrating information from external systems into the Billing due List? 300. What other options are there by the billing docs? 301. What are the features of the input processing? 302. What are the 4 billing methods? 303. What is a billing document spilt? 304. What is a billing document merge?

341 342 343

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- 251 TCRM20 - 255

TCRM20 - 256 TCRM20 - 257

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TCRM20 - 258

318

TCRM20 - 259

340

TCRM20 - 284

TCRM20 - 285

344

345 346


TCRM20 - 289


Question

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305. What is the logic relation between the BdL to the BDoc? 306. What are the data sources used during the billing process? 307. What is the Logic structure of a billing doc? Of what is it consisted? What is included in each part and what are its parameters? 308. What are the Relation between the CRM and ERP Systems regarding Billing Documents? 309. Until which Stage can a BDoc be changed? 310. What is the cancellation policy of a BDoc? 311. What are the two user technical ways to execute a Billing on the System and on which cases do you use each one? 312. What is a Variant in the Billing Process? 313. What kind of process outputs there are to the Billing Process? What it the use of each? 314. What are the different output methods for an Invoice? Which system tool is used for this purpose? 315. What are other System Options for a transferring BDoc to accounting? 316. What is the purpose of a Billing Plan? 317. Which kinds of billing plans are there? 318. Which System Objects the Billing plan is consisted of? 319. Which Business Scenarios can use the Billing Plan? 320. To which system objects the business plan is assigned? 321. What is the Billing Unit? 322. What is the logic relation between the BU and other Org units? 323. From which data source is the BU derived? Which document it uses to extract the information? 324. To which system object is the BU assigned? 325. What properties are required to be customized in the billing document? 326. What is the purpose of the Billing type? Where and to which system Object is it defined? 327. What is the purpose of determining the It. Cat.? 328. What is the purpose of determining the It. Cat. determination? 329. What is the condition when billing a document that was sourced on another document? 330. What is the Billing Relevance? 331. What is the logical relation between the BTr and the Billing process? 332. What is the Order of customization of the billing process? 333. What is the logic relation between the BTr to the Billing Process? On what is it based? 334. What is required in order to process a BTr that was replicated to the ERP? 335. How is it customized on the system? 336. Where is it possible to see the accounting document? 337. How flows the process between the ERP and the CRM? 338.

357

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What are the options for configuration of the billing application?

347

Page on TCRM

TCRM20 - 291

348

349

TCRM20 - 292

350

TCRM20 - 293

351

TCRM20 - 296

352

TCRM20 - 298

353

TCRM20 - 299

355

TCRM20 - 300 TCRM20



Question

339. What are the Middleware Objectives? 340. Which software component performs the data exchange and what are his features? 341. Name the Business Scenarios and systems that may use the MW connection in order to communicate with the CRM 342. What is the SMQ1/2? 343. What is the TRFC? 344. How the Queues are processed? 345. What is the Scheduler? 346. What is the SAP APO? What is AtP? What is ECC? What is BW? 347. Where is the MW software installed? 348. What is included in the CRM Server? 349. What are the MW objectives (3)? 350. Which technology runs the process? 351. What is the Objective of the BDoc? 352. What is a BDoc Type? 353. What is a BDoc Instance? 354. What is a BDoc message? 355. What is qRFC and what is the different between and the BDoc? 356. Describe the out bounding Process 357. Describe the Inbounding Process 358. What is the use of the Queue? 359. What is the administration console? 360. What is the validation process? 361. What is the Objective of the Object management? 362. What is the use? 363. What is data inconsistency and how is it occurs? 364. Which kinds of data are exchanged between the ECC and the CRM and what are the data transfer restrictions? 365. What are the three classifications data replication between the ECC and the CRM? 366. What is the objective of the data load? 367. What is the initial Load? What is the customary initial load? 368. What is the recommended chronological order of the initial Load (4)? 369. What is the recommended chronological order of the BO? 370. What is the delta Load? 371. What is a filter? What are the restrictions of a filter? 372. What is the CRM adapter on the MW software? 373.

What is the Role of an Adapter?

374.

What are the main system processes and scenario under the

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374 375

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- 302 TCRM20 - 321

TCRM20 - 321

TCRM20 - 326 TCRM20 - 327 376 377 378

TCRM20 - 350

379

380

381

382

383 TCRM20 - 347 TCRM20 - 348 385



Question responsibility of the Administration Console? 375. What is a replication object? What is the logic relation with the BDoc? 376. What is a Publication? What is the logic relation with the mBDoc? 377. What is a Subscription? What is the logic relation with the BDoc? 378. What is the Data Integrity Manager? 379. What is its use? 380. What is the use of the data integrity manager regarding data, SO, and relation between systems (6)? 381. What is the meaning of an Error on the on a BDoc? 382. What are the options for debugging? 383. What is the difference in the initial use between the Web Client and the SAP GUI? 384. What enable all the Configuration tools of the Web Client? 385. Which configuration tools are there? 386. What are the different Business Roles (7)? 387. Where are they defined? 388. What are the different areas on the Screen? 389. What is the L Shape and what is its objective? 390. What is personalize? 391. What is Help Center? 392. What is System News? 393. What is Central Search? 394. What are the first and second navigation entries? 395. 396. 397. 398. 399. 400. 401. 402.

To which System Objects we assign the Roles? To Which System Element we assign a User? What are the different kinds of Links on the Screen? What is the Logical relation between the Navigation Bar and the BR? What determines what will on the NB? What is the use of the Work Center? To which System Object is it assigned? What is the use of the Create?

403. 404. 405.

Which functions are presented on the Homepage? To which System Object is it assigned? What is the use of the Work List?

406. What is the use of the Calendar? 407. What are the configuration options? 408. Which system could be synched with the Email application? 409. What is the restriction of the connection between the systems regarding the Emails? 410. What is the purpose of the logical links on the Web Client UI? Which logical links are there (4)?

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386

387 388 391 408 409 410 TCRM20 - 569 TCRM20 - 570

TCRM20 - 571 411 412 413 TCRM20 - 572 TCRM20 - 573 TCRM20 - 574 TCRM20 - 575 TCRM20 - 576

414


TCRM20 - 578


Question

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411. What is the purpose of the applications on the work center? 412. What determines the Work Center? 413. What kinds of reports are available on the CRM System and what is the different between them? 414. Which system component is required and which role define the reports? 415. What is the objective and use of the CRM Reports (5)? 416.

What is the Objective and use of the Search Function?

417.

What is the functionality of the advanced search?

418.

What is the OVP? What are its attributes?

TCRM20 - 579 TCRM20 - 580 TCRM20 - 581 TCRM20 - 586 TCRM20 - 587 TCRM20 - 588

419. What are the attributes of the assignment blocks (5)? 420. What are the settings made in the UI configuration tools regarding the assignment block (4)? 421. What is the second view possibility on the UI? 422. For what is it used? 423. Which system customizing is responsible for the design of the view? 424. Who may use this view? 425. What is the editing possibility of the AB? 426. What is the objective of the Hierarchy display (2)? 427. What is the editing possibility of the Hierarchy display? 428. Give examples for Hierarchies? 429. Which external applications can be added to the Web Client UI (3)? 430. What is the use of the component Workbench? What are its abilities (3)? 431. What is the role configuration key? 432. Which System Object is assigned to the Configuration Key? 433. What is the objective of the Enhancement Workbench? 434. Give examples for Business Object that may be changed and designed by the EEWB. 435. What is the user application of the EEWB? 436. What is the advantage of the EEWB? 437. What is the influence on other systems? 438. What is the functionality of the Framework Enhancement Concept? 439. What determines the list of activities on the work center links? 440. 441. 442. 443. 444. 445.

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TCRM20 - 590 TCRM20 - 591 415 417 419 421

422

What are the characteristics of a Role (6)? What is the meaning of each? What is the logical relation between the BR the Org Unit and the user? Which options there are to maintain the organizational model? What are the different types of links on the Web Client Screen (4)? What is the role of the Navigation Bar Profile regarding the links? What are the customization options of the NB profile?


TCRM20 - 613 TCRM20 - 615 TCRM20 - 617


Question

Page on CR100

446. Where is the customization done? 447. What is the logical relation between the work centers and other type of links? 448. What is the relation between the NB profile and the Work Centers? 449. What is the recommended way for assigning a NB profile to a BR? 450. On the IMG Application, what does it mean "In Menu"? 451. What is under the control of the layout Profile (5)? 452. Where is it customized? 453. What are the three areas controlled by the Layout profile and where are they customized? Which links are contained in each area? W hat is the influence of the layout profile on these links? 454. What is the role of the function profile? Give examples? 455. Which types of function profile are there (4)? 456. What determines the type of the functional profile? 457. For each Functional Profile, where is it determined which kind of functional profile is it? 458. To which organizational object is it possible to assign a BR? 459. What are the BR assignment restrictions and rules regarding the Org unit, position and user? 460. Where do you define the BR to an organizational Object? 461. What is the portal integration? 462. What are the possible options regarding the connection between the CRM and the portal (4)? What is the Business role option with the portal? 463. Which are the generic functional Profiles in the CRM System? 464. What is the purpose of the authorization management on the system? 465. Which authorization parameters are there? 466. Where is the authorization profile defined? 467. Which BTr manages the authorization profiles? 468. What is the logic relation between the BR and the user regarding authorization? 469. What is the sequence of events when creating a new Authorization profile? 470. What determines the links a user has when he signs into a role (SALES_PRO, SERVICE_PRO, and MARKETING_PRO)? 471. What is the hierarchy between the NB profile and the various links? 472. What is the logical relation between the NB profile and the various links? 473. What are the link group types? Where it is defined for a link? 474. What does it mean "in menu" when defining on define Business Role? 475. What does it mean "visible" when defining on define Business Role? 476. What are the types of the WCLL? 477. What are in definition the DLG?

15


Page on TCRM

TCRM20 - 619 TCRM20 - 620 TCRM20 - 622 TCRM20 - 623 TCRM20 - 624

TCRM20 - 626 TCRM20 - 627 TCRM20 - 629 TCRM20 - 636 `

TCRM20 - 641 TCRM20 - 648

TCRM20 - 653 TCRM20


Question

Page on CR100

478. What is the Transaction Launcher (TL)? 479. Which type of transaction can the TL operate? What are they signs? 480. Which Parameters are required to be defined on each and what is the different between them? 481. What is it required to define after creating a TL in order to be able to view the BTr? Where is it defined? 482. What are the three CRM WC UI Layers? Why are there three layers? What purpose does it serve? 483. What is BSP? What is its goal? On which technology is it based? 484. What is BOL? 485. What is a Genil? What is its role? 486. What is UI Component? 487. What is the model of the BSP? 488. What the view of the BSP? 489. What is the Controller of the BSP? 490. What is the MVC Concept? How is the sequence of events by the concept? 491. How does the controller initiate a contact with the Context nodes? 492. What is the relation between the Model and the BOL? 493. What is the data binding? Which path the linking is going? 494. What is the role of the Genil? Why is the Genil needed? 495. Which data handling does the Genil (5 - The actions are logical data handling)? 496. What is the role of the configuration key? To which BSP landscape object it refers? 497. Why is it required to define different configuration keys to different users? 498. What are the various options that are defined by the configuration key role (5)? 499. What are the layout Options on the screen? 500. What is the role of the design layer? 501. What is the purpose of the design layer? 502. Where the design layer is logical positioned? 503. What is the design Object? What is its purpose? Which UI objects are linked to it? 504. What is the Fact Sheet? What are the business uses of it? 505. What is an Assignment? 506. What are the two output options of the fact sheet? 507. What is the purpose of the EEW (3)? 508.

16

What is the use of the EEW?


Page on TCRM

- 655 TCRM20 - 669 – 673 TCRM20 - 674 TCRM20 - 689

TCRM20 - 692 TCRM20 - 694 TCRM20 - 695 TCRM20 - 696 TCRM20 - 697 TCRM20 - 709 TCRM20 - 732 TCRM20 - 735 TCRM20 - 737 TCRM20 - 757

TCRM20 - 766 TCRM20 - 785 TCRM20


Question

Page on CR100

509. What is the other name of the EEW? 510. What is the logical structure of an EEW Object? What characterize the different elements? 511. What are the processing restrictions? 512. What is sequence of events when creating new fields on table via the EEW? What is the difference when creating a new table? 513. What is the Application Enhancement Tool? What is the different between the EEW? 514. What are the options that Application Enhancement Tool is offering (7)? 515. How many accesses are there for the Application Enhancement Tool and which? 516. Which has more influence on SO? The AET or the EEW? 517. Does the AHE runs on the SAPGUI? 518. What are the types of system object handled by the AET? Which are not? 519. What is the different between the UI Configuration tool and the EEW when initiating a change? 520. What is a component? 521. What is the component enhancement concept? 522. How does it work? 523. What are the process elements when creating a new component? 524.

Question 1. What are the departments that have a contact with the customer according to the SAP? 2. What four other added values the system provides? 3. What are the main functions of the Marketing Module (6)? 4. What is the logic relation between them? 5. What are the main characteristics of the Marketing (2)? 6. What are the main functions of the Sales Module (6)? 7. What is the logic relation between them? 8. What are the main characteristics of the Sales (3)? 9. What are the main functions of the Service Module (7)? 10. What is the logic relation between them?

Page on TCRM

- 786 TCRM20 - 787 TCRM20 - 788 TCRM20 - 812 TCRM20 - 812 TCRM20 - 821

TCRM20 - 829 TCRM20 - 830

Page on TCR TCRM10 26 TCRM10 27 TCRM10 28 TCRM10 29

11. What are the five Interaction channels?

TCRM10 30

12. What are the different SAP CRM Scenarios and what is the main task for each

TCRM10 -

17



(8)?

37

13. What is the main Idea of the System Architecture? 14. Which kind of relation has the CRM System (7)?

TCRM10 44

15. What is the data exchange between the ECC and the CRM? Which kind of updates tare there? 16. What is required to verify when sales are transferred to the ECC and which component do it? What is the purpose of the verification? 17. Which CRM System Component controls the data exchange? 18. What is the role of the adapters? 19. What is the CRM Adapter? 20. What are the three main CRM Server Areas? 21. What characterizes the Internet application (2)? 22. What are the different components on the Application (3)? 23. What are the three layers of the IC architecture and what characterize each? 24. What is the purpose of the IC? 25. What are the different communication channels to the IC (4)?

TCRM10 46

26. What are the data exchange restrictions between the CRM and the mobile users (3)?

TCRM10 54

27. What is the communication station?

TCRM10 55

28. What is the L Shape? What is its purpose? What characterizes it?

TCRM10 61

29. What is an Over view Page? What characterizes it?

TCRM10 63

30. Which systems are integrated with the Marketing? What is the purpose of the integration? 31. What is the way to manage budget on the CRM Marketing? 32. What is the purpose of the Marketing plan? 33. What is the market plan Elements? What characterizes it (2)? 34. What are the sub elements of a MP? 35. What are the campaigns? Give examples (4). 36. What are the campaign characters (4)? 37. What are the sub elements of a campaign? 38. What is the meaning of segmentation? 39. What are the three different kinds of segmentation? What are the data resources for each? 40. What is required in order to be able to segment the customers? 41. What is the use of the attribute list? 42. What is the graphical Modeler?

TCRM10 80

43. What is the purpose of the target group? What is the hierarchy within the target

18

TCRM10 47

TCRM10 52 TCRM10 53

TCRM10 81

TCRM10 86

TCRM10 88 TCRM10 -



group method? 44. What is the type of relation between them and who is assigned to whom? 45. What is the activity?

89

46. What is the role of the target group in the campaign? 47. What is the call list? What is its relation to t he TG? To which SO is it assigned?

TCRM10 96

48. What is the target of campaign automation (2)? 49. How does is works (4)? 50. What is the goal of the Trade Promotion Management? 51. What are the business uses or target of the TPM? 52. What is the Process of TPM? 53. Which functions could be integrated with the TPM? W hat is the meaning of each? 54. What are the different functions on the E Channels (4)?

TCRM10 108

TCRM10 95

TCRM10 109 TCRM10 118

55. What are the main goals of the web channel (4)?

TCRM10 119

56. What are the E channel processes that the CRM offers (5)?

TCRM10 120

57. What are the goals of the web Service (3)? 58. What are the different kinds of processes that the CRM system offers regarding E Service (7)? Give examples for each. 59. What are the two E Service scenarios that the CRM System offers?

TCRM10 133

60. What are the Web Marketing functions (activities that the customer may perform on the web channel - 5)? Give examples for each.

TCRM10 140

61. What is the Web Channel Manager? What is its advantage?

TCRM10 141

62. What is the meaning of the Partner Channel Management (PCM)? 63. What is PRM? 64. Which business scenarios are integrated throughout the PCM in order to achieve it efficient? How? 65. What is eh concept of the PCM? 66. What are the functions of the PCM (3)?

TCRM10 150

67. What is the SAP CRM Channel Management? 68. Which functions are offered by the platform and what is the meaning of each (6)? 69. What is the Channel Manager? What are his responsibilities?

TCRM10 153

70. What is the Partner Manager? What are his responsibilities?

19

TCRM10 135

TCRM10 151

TCRM10 157 TCRM10 -



71. Which other groups are integrated into the Partner Manager?

158

72. What is the purpose and goals of the Channel E Commerce (4)?

TCRM10 170

73. What are the two business scenarios for the E commerce? How does the Business Partner integrate?

TCRM10 171

74. What is the MDF?

TCRM10 178

75. What is the goal of the Marketing Channel Fund?

TCRM10 179

76. What is the closed loop Cycle? What is its purpose? 77. Which processes it follows? 78. What are its attributes (3)? 79. What are the main uses of the Key Account or contact Management (4)?

TCRM10 188 TCRM10 189

80. What is the purpose of the activity Management? 81. What are the different kinds of Activities on the System?

TCRM10 193

82. What are the processes that the activity management can offer a user (7)?

TCRM10 194

83. What is the process of communicating with other systems?

TCRM10 195

84. What is the purpose of the opportunity Management?

TCRM10 199

85. What are the options that the opportunity Management offers a sales man (6)?

TCRM10 200

86. What is the sales Methodology? What are the key elements of the sales Methodology (4)?

TCRM10 201

87. What are the initials PPM? 88. What is the purpose of the tool? 89. Who uses it and how (2)? 90. Which parameters are managing the Quotations (7)?

TCRM10 201 TCRM10 207

91. Which parameters are managing the Orders (4)?

TCRM10 208

92. What is the business purpose of the contract? What is it good for a business to maintain contracts? 93. What are the business goals of a contract (4)? 94. What is the relation between the contract and the order?

TCRM10 218

20



95. What is the main difference between the contract and the order? 96. What are the key elements of the contract (6 – not SOs)?

TCRM10 219

97. What are the relation between SAP ERP contracts and CRM contracts regarding work processes and updates (4)?

TCRM10 220

98. What is the ICM? What is his use? 99. What are its business goals (3)? 100. What are the attributes (3)? Process, data and results 101. What are the main roles in an IC? 102. What is the scratch pad? 103. What is the Account info? 104. What is the Alert? 105. What is the Communication Information? 106. For which application the tool bar is used? Ready not ready? Type of timers? 107. Which system is required in order to integrate the telephony system? 108. How does the IC support the different business scenarios of the CRM? 109. Which communication channels can be processed through the IC (5)?

TCRM10 225

110. What is the use of a survey a scripts and call lists in the IC? How can they be integrated?

TCRM10 233

111. How are the processes listed on question 59 are integrated into the IC?

TCRM10 234

112. What is the purpose of knowledge search? How goes the process of the knowledge search? What are the results?

TCRM10 235

113. What is the role of the IC Manager (4)? 114. What is an Interactive scripting? 115. What is ERMS? 116. What is the IDI? 117. With which transactions can the interactive scripting be integrated and how (3)? 118. What are the possible outputs of the Interactive scripting (2)? 119. What is the purpose of the IDI? With which system elements is the IDI planned? 120. What is the relation between the IDI and the Interactive scripting? 121. What other IDI tools are there? 122. What is the call list? To Which SO is it assigned? What is the process of creating a call list?

TCRM10 247

123. What is the purpose of the dashboard (3)? 124. Which parameters can be shown on the dashboard (4)?

TCRM10 251

125. What is the suggested service process of the CRM?

TCRM10 257

126. What is the installation Management?

TCRM10 -

21

TCRM10 231

TCRM10 232

TCRM10 248 TCRM10 249

TCRM10 250



127. 128. 129. 130. 131.

What are the options for modeling a product by the customer (2)? What are the installed base purposes (4)? Are the installed Base is called on the ERP system? Why is the downloading between the two system is important? What are the attributes of an installed Base (4)?

132. What is a service contract? 133. What are the characters of the service contract? 134. What is required to be on the service confirmation? 135. What is the relation between the service contract and the service agreement? Where is it defined? 136. What is the service Management cycle (8)? What is the meaning of each phase? 137. What kind of service Management are there (3)? 138. What are the service contract's attributes (8 – not SO)?

139. 140. 141. 142. 143. 144. 145. 146.

258

TCRM10 258

TCRM10 263

What determines the profile of a service contract? What is determined under parts (3)? Which is the preceding document of a service contract? What is the service planner? Which three parameters its processes? What triggers each (3)? What are the uses of the planner (2)? What is the purpose of the resource Planner Application? What service elements does it process (4)?

TCRM10 264

147. With which external system application can the service integrate (4)?

TCRM10 274

148. 149. 150. 151. 152. 153. 154. 155. 156. 157. 158. 159. 160. 161. 162. 163. 164. 165.

TCRM10 285

22

What are the goals of the returns and complaints (3)? What is the process of the returns and complaints? Which system Object is to be attached to a complaint or return? What is automatically generated when a returns and complaints are created? Which documents can be assigned to returns and complaints? What kinds? What is the warranty check? What is the RMA? In which cases is it used? In which cases is it used? What is the lifecycle of an InsB (which BTr and processes are related -7)? In term of system objects what is the InsB? What is the hierarchy of the InsB? What is the meaning of each? Which main system functions are using the InsB? What are the attributes of an InsB? What is the purpose of the in house repair? What is the suggested process of in house repair? Which other modules are connected to this process? Which system objects are related to the in house repair? What is the preceding document policy of the in house repair? What is the document logic of an in house repair?

TCRM10 265 TCRM10 271

TCRM10 286

TCRM10 290



166. 167. 168. 169. 170. 171. 172. 173. 174. 175. 176.

What is possible to determine for each item on an in house repair? What are the main functions of the in house repair? What is the business purpose of the Mobile Field Application? Which business scenarios are integrated into the MFA? What are the user attributes of the SAP MFA (4)? Which kind of applications management does it provide (6)? Which system component controls the MFA? What are its uses (2)? What is a site? What are its parameters (2)? What is a subscription? What is the MAS? What is the MAR?

TCRM10 295

TCRM10 303 TCRM10 304

177. What is the hierarchy of definition?

TCRM10 305

178. On which environment is the mobile client active? 179. Which system component is responsible for the translation between the CRM server and the mobile client? 180. From a technical point of view, where is it controlled which clients are used in the field and based on which criteria the replication logic should take place? 181. What is the SAP Mobile Engine? Where is it installed? What is its main role? What does it enables? 182. What does it include (3)? 183. Which technologies run it? 184. What is the business purpose of the CRM Analytics? 185. What are its goals (5)? 186. What are the business uses (4)? 187. What are the business actions in the customer Analytics (3)? 188. What are business purposes of the forecasting (2)? 189. Which kinds of strategic planning the system offers (4)? 190. What are business purposes of the decision supporting (2)? 191. What are the different analyses that the CRM Analytics offers?

TCRM10 307

TCRM10 315

TCRM10 324 TCRM10 328

TCRM10 335

192. What is the business purpose of the interactive reports? What is analyzed? 193. What is the process of defining a report (6)?

TCRM10 342

194. 195. 196. 197. 198. 199. 200. 201. 202. 203. 204.

TCRM10 353

23

What is the purpose of the SAP Solution Manger? What are its goals? What is the result? What is the scope of the SM? What is a project preparation? What is Business Blue Prints? Realization Final Preparation What are Road Maps? What are its two elements (action and result)? SAP Content support Implementation? What us its use? Service Level reporting? Early Warning Alert – system monitoring? Who uses it?

TCRM10 354



205. Support Desk?

24



SAP CR 100 Page

Theme

21

Exercises for Personalization of the Web Client UI

33

Creating Number Groupings and ranges for BP

42

Customizing Account classification

44

Customizing Account life cycle

45

Determination of the life cycle flow Definition of exclusion Groups

47

Customizing mini Templates

52

Migrating accounts from R/3 to the CRM

53

BP customization

57

Exercises for account management and account maintenance.

61

Exercises for account management and customizing types of address.

63

Exercises for account management and templates for sale area.

69

Adding and Customizing Address Type

71

Creation of Mini Templates

90

The work Flow for determining an organizational Management.

92

Customizing Organizational Data Determination

96

Copying Organizational Model from the ERP to the CRM

99

Exercises for creating Organizational Model

103

Creating an Organizational Model and setting Organizational Data determinaton

113

Customizing unchangeable Product Master Data from the ERP on the CRM

117

Preparatory steps before setting the Product Master Data

118

Define Service and Warranty Products

121

Displaying new Set types on the Webclient

122

To upload data from the ERP system to the CRM System

125

Exercises for Product Maintenance and Enhancement

25



139

Adding Attributes to a Product Master

141

Setting Price for a product on the Web Client

143

Defining a Product Hierarchy and a Product Category and assigning to a Product + adding field to the product Master data

159

Copt Control Customizing

160

Creating an Object Relationship Profile

163

Customizing Text Object and Text Types Customizing Text Determination Procedure and Access Sequence.

165

Customizing Date Profile Customizing Date Types

166

Customizing Status Profile for Users

168

Customizing Incompleteness Check

169

Process of defining the Incompleteness Check

170

Activating Change History

173

Exercises for Transaction processing

177

Exercises for Copying Control

179

Exercises for Text Determination

181

Exercises for Incompleteness Check

183

Exercises for Alternative service Scenarios

219

Customizing specific Settings to Transaction types

221

Customizing Questionnaires for Transactions

224

Customizing Activity Analysis

227

Exercises for customizing management Activity

247

Customizing Partner Function?

248

Customizing Partner Determination Procedure

249

Customizing Access Sequence

251

Exercises for Partner Processing

278

Customizing Actions

26



Definition of Conditions 285

Exercises for Action definitions and Customizing

307

Customizing Pricing Procedure

308

Assignment of Pricing Procedure

309

Customizing and defining Condition Types

310

Customizing and defining Sequence Access

311

Customizing and defining Condition Tables List of Condition Tables on the System

314

General Conditions Maintenance

315

Customizing GCM (general Condition Maintenance)

321

Exercises for Condition Maintenance and Pricing

326

Setting a Discount for customer on a pricing procedure

346

Customizing Split Criteria for a Billing Document

350

Customizing Billing Plans

351

Customizing Billing activities

357

Billing configuration

359

Exercises for creating a Billing Documents

365

Creating a billing Document

380

Starting initial Load Access to the Administration Console

384

Starting and monitoring the initial Load

386

Access to Bdoc Modeler

391

Debugging error when transferring information between servers

393

Exercises in Middle Ware

410

Customizing user rules on the Web client UI

413

Customizing of navigation and business roles

416

Personalize setting the Web client UI

27



417

Configuring UI components

419

Role Configuration

420

Creating Customer Specific Configurations

TCR_10 Page

Theme

68

Creation of BSP Favorite on the SAP GUI

82

Creation of Marketing Plan

98

Creating Campaign with Mail Form

486

Allowing or disallowing uploads of each product in Customizing

490

Maintain set types and attributes

491

Creating base hierarchies and set type for CRM stand alone Generation of base Hierarchies by customizing download from ERP

TCR_20 Page

Theme

224

Creation Of new Action Profile and Assignment to the TrTy.

352

Creation of a new site on the Administration Console

583

Customizing the usage of charts on the UI

642

Creating PFCG and assigning BR and User

654

Assigning a new Work Center to a Navigation Bar Profile

662

Assigning a new Direct Group Link to a Navigation Bar Profile

680

Definition of Transaction Launcher

739

UI Frame Work Design Create Page layout (tiles or assignment blocks)

754

UI Frame Work Design Change the assignment blocks

768

Configuration of the fact sheet

793

Adding new Objects (tables or fields) – the Easy Enhancement Workbench

28



842

29

Component Enhancement Customizing


Sap Cr100 Tcrm10 Tcrm20 Questions

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