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QUESTION NO: 1
Which of the following components can be synced between MS outlook or Lotus Notes and
SAP CRM?
There are 2 correct answers to this question.
Response:
A. Appointments
B. Business Partners
C. Interaction log
D. Task
Answer: B,D

QUESTION NO: 2
You want to systematically create service orders from a service contract at specified periods.
What do you need to define?
Please choose the correct answer
Response:
A. Counters
B. A service plan
C. Service Level Agreements
D. A product service letter
Answer: B

QUESTION NO: 3
Interaction Center Profiles can be designed for?
There are 3 correct answers to this question.
Response:
A. Groups of Sales
B. Individual Leads
C. Common for all the Interaction center
D. Groups of agents
E. Individual positions
Answer: C,D,E

QUESTION NO: 4
Which of the following statements are correct regarding copying and follow up if a transaction?
Please choose the correct answer.
Response:
A. Whether a transaction type can be copied or not, is customized in the copying control of transactions.
B. Transaction history is updated after copying a transaction.
C. Header data is copied and you can select items during copying a transaction.
D. You can choose the transaction type during follow up.
Answer: D

QUESTION NO: 5
What are the benefits of CRM Analytics?
There are 3 correct answers to this question.
Response:
A. CRM Analytics can be used to measure CRM service transaction profitability in real time.
B. CRM Analytics can be used to predict customer behavior.
C. CRM Analytics can be used to transfer SAP ERP documents to the SAP CRM system for analysis.
D. Analysis scenarios provide predefined packages and content for controlling customer-focused processes.
E. CRM interactive reports can be used to analyze activities, leads, and opportunities.
Answer: B,D,E

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