129536055 sap-cr100-tcrm10-tcrm20-questions

SAP CRM: CR100, TCRM10, TCRM20 - Questions for the certification preparation
1 © 2010 by Itay Abuhav – itay705@gmail.com. All Rights Reserved
31.08.10
Hello Everyone
This document is a helpful tool for studying for the SAP CRM certification test. The
required documentations for the test are the next SAP documentations:
http://www.sap.com/germany/services/education/schulungskatalog/sap-
crm/certificationtest.epx?context=[[C_TCRM20_70|]]|
The principle of this document is very simple; for each page on the SAP study
documentation I wrote appropriate questions. The answers are on the second
attached document: SAP CRM100-TCRM10-TCRM20 ANSWERS
Remarks:
1. I cannot assure that the questions and answers are correct. I take no
responsibility for the information on this document. The student 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 in advance for any misspells 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 Object BR Business Role
TDP Test Determination procedure OVP Over View Page
PP Pricing Procedure DLG Direct Link Group
PDP Partner Determination
Procedure
WCLL Work Center Logical Link
AS Access Sequence MW Middleware
WC Web Client UI User Interface
MD Master Data DC Distribution Channel
S2P
B2P
Sold to party
Bill to party and etc.
DIV Division
InsB Installment Base
Good Luck

Itay Abuhav
Question Page
on
CR100
Page on
TCRM
1. What are the key Functions in SAP CRM?
2. What are the contact channels on SAP CRM?
11
3. In which ways can the different SAP CRM applications be integrated in the
organization (5)?
12
4. Which middleware components are to be installed in order to realize the
connection between the SAP CRM server and the ERP server (two
components)?
13
5. Which interface is common and recommended for the CRM end users? 17
6. What is Customization in a SAP system?
7. What characterizes the Customization in SAP system (2)?
8. What options have we in order to optimize customer's requirements
specification on the SAP system?
18
9. What is Transaction SPRO 21
10. Where do you change the design view setting (like layouts and font) on the
Web Client?
22
11. What are the relevant terms for Business Partners (3)?
12. How are the numbers of the entities determined?
33
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?
34
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?
35
20. What is the meaning of business partner role?
21. How many roles could be assigned to one business partner?
36
22. What is the Objective of the BP relationship?
23. What are the Attributes of a Relationship?
37
24. What types of business partner relationships the system maintains?
25. What is the purpose of a Relationship category?
38
26. What is the BAS? What are the objectives of BAS? 39
27. To whom we define the marketing attributes?
28. What is the Objective of the marketing attributes?
29. What is the use of the marketing attributes (2)?
40
30. What is the account classification? What includes the account
classification?
31. What is the use of account classification?
32. How do you classify an account?
41
33. To Which System object we assign the Lifecycle? 43

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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? 44
38. What does the lifecycle determines when assigned to an entity?
39. What is the relation between lifecycle and exclusion group?
45
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?
47
44. What are the Hierarchy nodes?
45. What is the relation between a node from the ERP system and one form the
CRM?
48
46. What are the hierarchy nodes Categories?
47. What is the difference between them?
48. What is the mobility policy in a node?
49
49. Which methods there are for creating or updating BP master data in the
system (6)?
50
50. What is the main difference between CRM and SAP ERP system when
handling a BP?
51. What other differences are mentioned (4)?
51
52. What is the main different between the CRM and the ERP when managing
BP?
53. What is the basis for the difference?
52
54. What is the purpose and advantages of the Easy Enhancement
Workbench?
54
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?
80
58. What the three uses of the Organizational Management? 81
59. What is the principle of Organizational Management? 82
60. What are the suggested attributes of the CRM Organizational Model (5)? 83
61. Which are the types of organizational Objects and what is the difference
between them?
62. What are the attributes of each Organizational Object?
84
63. What is the use of the General Attributes?
64. What is the relation between the Org. Unit and the position regarding the
Attributes?
85
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?
86
68. What are the service Functions on the organizational structure and their 87

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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?
88
74. What are the two methods to determine Organizational data to a
transaction?
91
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?
92
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?
95
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?
111 TCRM10
– 481
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?
113 TCRM10
- 482
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?
114 TCRM10
- 482
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?
115 TCRM10
-484
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?
116 TCRM10
- 490
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?
117

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101. What is the different type of service products?
102. What is the Warranty product and which kind of warranty product there
are?
118 TCRM10
- 492
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?
119 TCRM10
- 493
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?
120 TCRM10
– 493
113. What are the various elements necessary to enhance a Product? 121 TCRM10
– 493
114. What is an Adapter Object?
115. What is the two required downloads when replicating data from the ERP
to the CRM?
122 TCRM10
- 493
116. What are the Objectives (3) of a Transaction?
117. What are the options between various transactions (3)?
151 TCRM20
-1 – 17
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?
152 TCRM20
-1 - 18
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?
153 TCRM20
– 19 - 51
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?
154 TCRM20
– 20-54
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?
155 TCRM20
- 54
135. How the system does determine the Item Category?
136. What are the options for Item category determination aside from the
156 TCRM20
- 55

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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?
157 TCRM20
- 93
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?
158 TCRM20
– 95
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?
159 TCRM20
- 97
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?
160 TCRM20
- 98
151. What are the Basic Functions in a BTr and what is the objective and use
of each (profiles)?
161 TCRM20
- 98
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?
162 TCRM20
- 99
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?
163 TCRM20
- 100
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?
164 TCRM20
- 102
163. What are Date Types?
164. What are durations?
165. What are the date rules?
165 TCRM20
- 103
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?
166 TCRM20
- 104
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?
167 TCRM20
- 105
174. What is the Objective Incompleteness Check?
175. What is the use of the Incompleteness Check?
168 TCRM20
- 107

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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?
170 TCRM20
- 130
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?
217 TCRM20
- 131
184. What is the Business Activity Structure? And what is included?
185. What is the relation between the activity Category and the Transaction
Type?
218
186. What is included under the default data on the activity TrTy?
187. What is required in order to add product to activities?
219 TCRM20
- 136
188. What are the options for Follow-up Activities on the System? What is the
220 TCRM20
- 137
189. What are the characteristics of a questionnaire? 221 TCRM20
- 137
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?
222 TCRM20
- 140
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?
223 TCRM20
- 142
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?
224 TCRM20
- 144
200. What is the activity analysis?
201. What is necessary in order to be able to create reports?
225
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?
243 TCRM20
- 168
205. What triggers the PP?
206. What is the process sequence of the PP?
244 TCRM20
- 169
207. What are the four principles of the PP (for data entering, for document,
for process)?
245 TCRM20
- 171
208. What is the Partner Function Category? 246 TCRM20

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209. What is the Partner Function?
210. What is the Partner Determination Procedure?
211. What is the Access Sequence?
- 176
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"?
247 TCRM20
- 178
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?
248 TCRM20
- 179
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?
249 TCRM20
- 180
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?
250 TCRM20
- 181
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?
273 TCRM20
- 207
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?
274 TCRM20
- 208
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?
275 TCRM20
- 209
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?
276 TCRM20
- 210

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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?
277 TCRM20
- 211
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?
278 TCRM20
- 212
248. What is the sequence of event when for an action profile to go in active? 279 TCRM20
- 213
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?
281 TCRM20
- 215
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?
282 TCRM20
- 215
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?
http://help.sap.com/erp2005_ehp_04/helpdata/EN/35/2cd77bd7705394e10000009b387c12/frameset.htm
305 TCRM20
- 243
260. What are the two Implementation Scenarios for the IPC and what is the
306 TCRM20
- 244
261. What is the logic structure of the PP?
262. On which parameters does the PP influence the Condition types (5 – the
use, calculation, )?
307 TCRM20
- 245
263. Which System Objects and Data sources determine the Pricing
Procedure (5)?
308 TCRM20
- 246
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.?
309 TCRM20
- 248
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?
310 TCRM20
- 249
270. What is the Condition Tables?
271. How does the condition Table is activated?
272. What is the main restriction regarding the condition table?
311 TCRM20
- 250
273. What is the Sequence of events during the Pricing Procedure? 312 TCRM20

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274. Which Condition techniques are already determined in the System? - 251
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?
313 TCRM20
- 255
278. To which System Object could Conditions be maintained? 314 TCRM20
- 256
279. What is included under the Condition Group? 315
280. What is the Price Analysis?
281. What is the use?
282. When is it possible to use it?
316 TCRM20
- 257
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?
317 TCRM20
- 258
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?
318 TCRM20
- 259
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? 340 TCRM20
- 284
291. What is the process flow of Service Cycle with the Billing? 341
292. What is the process flow of sale Cycle with the Billing? 342
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?
343 TCRM20
- 285
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?
344
301. What are the features of the input processing? 345
302. What are the 4 billing methods?
303. What is a billing document spilt?
304. What is a billing document merge?
346 TCRM20
- 289

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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?
347 TCRM20
- 291
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?
348
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?
349 TCRM20
- 292
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?
350 TCRM20
- 293
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?
351 TCRM20
- 296
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?
352 TCRM20
- 298
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?
353 TCRM20
- 299
337. How flows the process between the ERP and the CRM? 355 TCRM20
- 300
338. What are the options for configuration of the billing application? 357 TCRM20

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- 302
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
374
375
TCRM20
- 321
342. What is the SMQ1/2?
343. What is the TRFC?
344. How the Queues are processed?
345. What is the Scheduler?
TCRM20
- 321
346. What is the SAP APO? What is AtP? What is ECC? What is BW? TCRM20
- 326
347. Where is the MW software installed?
348. What is included in the CRM Server?
349. What are the MW objectives (3)?
TCRM20
- 327
350. Which technology runs the process? 376
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?
377
378
TCRM20
- 350
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?
379
361. What is the Objective of the Object management?
362. What is the use?
363. What is data inconsistency and how is it occurs?
380
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?
381
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?
382
371. What is a filter? What are the restrictions of a filter? 383
372. What is the CRM adapter on the MW software? TCRM20
- 347
373. What is the Role of an Adapter? TCRM20
- 348
374. What are the main system processes and scenario under the 385

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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?
386
378. What is the Data Integrity Manager?
379. What is its use?
387
380. What is the use of the data integrity manager regarding data, SO, and
relation between systems (6)?
388
381. What is the meaning of an Error on the on a BDoc?
382. What are the options for debugging?
391
383. What is the difference in the initial use between the Web Client and the
SAP GUI?
408
384. What enable all the Configuration tools of the Web Client?
385. Which configuration tools are there?
409
386. What are the different Business Roles (7)?
387. Where are they defined?
410
388. What are the different areas on the Screen?
389. What is the L Shape and what is its objective?
TCRM20
- 569
390. What is personalize?
391. What is Help Center?
392. What is System News?
393. What is Central Search?
TCRM20
- 570
394. What are the first and second navigation entries? TCRM20
- 571
395. To which System Objects we assign the Roles?
396. To Which System Element we assign a User?
411
397. What are the different kinds of Links on the Screen? 412
398. What is the Logical relation between the Navigation Bar and the BR?
399. What determines what will on the NB?
413
400. What is the use of the Work Center?
401. To which System Object is it assigned?
TCRM20
- 572
402. What is the use of the Create? TCRM20
- 573
403. Which functions are presented on the Homepage?
404. To which System Object is it assigned?
TCRM20
- 574
405. What is the use of the Work List? TCRM20
- 575
406. What is the use of the Calendar?
407. What are the configuration options?
TCRM20
- 576
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)?
414 TCRM20
- 578

Question Page
on
CR100
Page on
TCRM
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?
TCRM20
- 579
415. What is the objective and use of the CRM Reports (5)? TCRM20
- 580
416. What is the Objective and use of the Search Function? TCRM20
- 581
417. What is the functionality of the advanced search? TCRM20
- 586
418. What is the OVP? What are its attributes? TCRM20
- 587
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)?
TCRM20
- 588
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?
TCRM20
- 589
425. What is the editing possibility of the AB? TCRM20
- 590
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?
TCRM20
- 591
429. Which external applications can be added to the Web Client UI (3)? 415
430. What is the use of the component Workbench? What are its abilities (3)? 417
431. What is the role configuration key?
432. Which System Object is assigned to the Configuration Key?
419
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?
421
438. What is the functionality of the Framework Enhancement Concept? 422
439. What determines the list of activities on the work center links? TCRM20
- 613
440. What are the characteristics of a Role (6)? What is the meaning of each?
441. What is the logical relation between the BR the Org Unit and the user?
442. Which options there are to maintain the organizational model?
TCRM20
- 615
443. What are the different types of links on the Web Client Screen (4)?
444. What is the role of the Navigation Bar Profile regarding the links?
445. What are the customization options of the NB profile?
TCRM20
- 617

Question Page
on
CR100
Page on
TCRM
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?
TCRM20
- 619
450. On the IMG Application, what does it mean "In Menu"? TCRM20
- 620
451. What is under the control of the layout Profile (5)?
452. Where is it customized?
TCRM20
- 622
453. What are the three areas controlled by the Layout profile and where are
they customized? Which links are contained in each area? What is the
influence of the layout profile on these links?
TCRM20
- 623
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?
TCRM20
- 624
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?
TCRM20
- 626
460. Where do you define the BR to an organizational Object? TCRM20
- 627
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?
TCRM20
- 629
463. Which are the generic functional Profiles in the CRM System? TCRM20
- 636
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?
TCRM20
- 641
470. What determines the links a user has when he signs into a role
(SALES_PRO, SERVICE_PRO, and MARKETING_PRO)?
TCRM20
- 648
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?
TCRM20
- 653
477. What are in definition the DLG? TCRM20

Question Page
on
CR100
Page on
TCRM
- 655
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?
TCRM20
- 669 –
673
481. What is it required to define after creating a TL in order to be able to view
the BTr? Where is it defined?
TCRM20
- 674
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?
TCRM20
- 689
486. What is UI Component? TCRM20
- 692
487. What is the model of the BSP?
488. What the view of the BSP?
489. What is the Controller of the BSP?
TCRM20
- 694
490. What is the MVC Concept? How is the sequence of events by the
concept?
TCRM20
- 695
491. How does the controller initiate a contact with the Context nodes?
492. What is the relation between the Model and the BOL?
TCRM20
- 696
493. What is the data binding? Which path the linking is going? TCRM20
- 697
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)?
TCRM20
- 709
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?
TCRM20
- 732
498. What are the various options that are defined by the configuration key
role (5)?
TCRM20
- 735
499. What are the layout Options on the screen? TCRM20
- 737
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?
TCRM20
- 757
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?
TCRM20
- 766
507. What is the purpose of the EEW (3)? TCRM20
- 785
508. What is the use of the EEW? TCRM20

Question Page
on
CR100
Page on
TCRM
509. What is the other name of the EEW? - 786
510. What is the logical structure of an EEW Object? What characterize the
different elements?
511. What are the processing restrictions?
TCRM20
- 787
512. What is sequence of events when creating new fields on table via the
EEW? What is the difference when creating a new table?
TCRM20
- 788
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)?
TCRM20
- 812
515. How many accesses are there for the Application Enhancement Tool and
which?
TCRM20
- 812
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?
TCRM20
- 821
519. What is the different between the UI Configuration tool and the EEW
when initiating a change?
TCRM20
- 829
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?
TCRM20
- 830
524.
Question Page on
TCR
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?
TCRM10 -
26
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)?
TCRM10 -
27
6. What are the main functions of the Sales Module (6)?
8. What are the main characteristics of the Sales (3)?
TCRM10 -
28
9. What are the main functions of the Service Module (7)?
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 -

(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?
TCRM10 -
46
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?
TCRM10 -
47
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?
TCRM10 -
52
24. What is the purpose of the IC?
25. What are the different communication channels to the IC (4)?
TCRM10 -
53
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?
TCRM10 -
80
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?
TCRM10 -
81
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?
TCRM10 -
86
42. What is the graphical Modeler? TCRM10 -
88
43. What is the purpose of the target group? What is the hierarchy within the target TCRM10 -

group method?
44. What is the type of relation between them and who is assigned to whom?
89
45. What is the activity? TCRM10 -
95
46. What is the role of the target group in the campaign?
47. What is the call list? What is its relation to the 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?
TCRM10 -
108
52. What is the Process of TPM?
53. Which functions could be integrated with the TPM? What is the meaning of
each?
TCRM10 -
109
54. What are the different functions on the E Channels (4)? 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.
TCRM10 -
133
59. What are the two E Service scenarios that the CRM System offers? TCRM10 -
135
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?
TCRM10 -
150
65. What is eh concept of the PCM?
66. What are the functions of the PCM (3)?
TCRM10 -
151
67. What is the SAP CRM Channel Management?
68. Which functions are offered by the platform and what is the meaning of each
(6)?
TCRM10 -
153
69. What is the Channel Manager? What are his responsibilities? TCRM10 -
157
70. What is the Partner Manager? What are his responsibilities? 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)?
TCRM10 -
188
79. What are the main uses of the Key Account or contact Management (4)? 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)?
TCRM10 -
201
90. Which parameters are managing the Quotations (7)? 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

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
TCRM10 -
225
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?
TCRM10 -
231
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 -
232
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?
TCRM10 -
247
117. With which transactions can the interactive scripting be integrated and how
(3)?
118. What are the possible outputs of the Interactive scripting (2)?
TCRM10 -
248
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?
TCRM10 -
249
122. What is the call list? To Which SO is it assigned? What is the process of
creating a call list?
TCRM10 -
250
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 -

127. What are the options for modeling a product by the customer (2)?
128. What are the installed base purposes (4)?
129. Are the installed Base is called on the ERP system?
130. Why is the downloading between the two system is important?
258
131. What are the attributes of an installed Base (4)? TCRM10 -
258
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)? TCRM10 -
263
139. What determines the profile of a service contract?
140. What is determined under parts (3)?
141. Which is the preceding document of a service contract?
TCRM10 -
264
142. What is the service planner?
143. Which three parameters its processes? What triggers each (3)?
144. What are the uses of the planner (2)?
TCRM10 -
265
145. What is the purpose of the resource Planner Application?
146. What service elements does it process (4)?
TCRM10 -
271
147. With which external system application can the service integrate (4)? TCRM10 -
274
148. What are the goals of the returns and complaints (3)?
149. What is the process of the returns and complaints?
150. Which system Object is to be attached to a complaint or return?
151. What is automatically generated when a returns and complaints are created?
TCRM10 -
285
152. Which documents can be assigned to returns and complaints? What kinds?
153. What is the warranty check?
154. What is the RMA? In which cases is it used? In which cases is it used?
TCRM10 -
286
155. What is the lifecycle of an InsB (which BTr and processes are related -7)?
156. In term of system objects what is the InsB?
157. What is the hierarchy of the InsB? What is the meaning of each?
158. Which main system functions are using the InsB?
159. What are the attributes of an InsB?
160. What is the purpose of the in house repair?
161. What is the suggested process of in house repair?
162. Which other modules are connected to this process?
163. Which system objects are related to the in house repair?
164. What is the preceding document policy of the in house repair?
165. What is the document logic of an in house repair?
TCRM10 -
290

166. What is possible to determine for each item on an in house repair?
167. What are the main functions of the in house repair?
168. What is the business purpose of the Mobile Field Application?
169. Which business scenarios are integrated into the MFA?
170. What are the user attributes of the SAP MFA (4)?
171. Which kind of applications management does it provide (6)?
TCRM10 -
295
172. Which system component controls the MFA? What are its uses (2)?
173. What is a site? What are its parameters (2)?
174. What is a subscription?
TCRM10 -
303
175. What is the MAS?
176. What is the MAR?
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?
TCRM10 -
307
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?
TCRM10 -
315
184. What is the business purpose of the CRM Analytics?
185. What are its goals (5)?
186. What are the business uses (4)?
TCRM10 -
324
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)?
TCRM10 -
328
191. What are the different analyses that the CRM Analytics offers? 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. What is the purpose of the SAP Solution Manger?
195. What are its goals? What is the result?
196. What is the scope of the SM?
TCRM10 -
353
197. What is a project preparation?
198. What is Business Blue Prints?
199. Realization
200. Final Preparation
201. What are Road Maps? What are its two elements (action and result)?
202. SAP Content support Implementation? What us its use?
203. Service Level reporting?
TCRM10 -
354
204. Early Warning Alert – system monitoring? Who uses it?

205. Support Desk?

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

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

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

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

842 Component Enhancement Customizing

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