Understand The Phenomenon Of Customer Relationship Management

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Understand The Phenomenon Of Customer Relationship Management - Quiz


Customer relationship management is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information.
Understand the phenomenon of Customer relationship management in this Quiz!


Questions and Answers
  • 1. 

    Standard Sales Cycle Dashboard shows which of the following ? (2 correct answers)

    • A.

      Average Sales Cycle

    • B.

      Loss Reason for Sales Cycles Revenue

    • C.

      Lost Revenue by Quarter

    • D.

      Lost Revenue by Quarterly Revenues

    Correct Answer(s)
    A. Average Sales Cycle
    C. Lost Revenue by Quarter
    Explanation
    The Standard Sales Cycle Dashboard shows the average sales cycle and the lost revenue by quarter. The average sales cycle provides insights into the average time it takes for a sale to be completed, allowing sales teams to identify areas for improvement and optimize their processes. The lost revenue by quarter helps track and analyze the revenue lost during specific time periods, enabling businesses to identify trends and take corrective actions to minimize future revenue losses.

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  • 2. 

    Standard Pipeline Sourcing Dashboard shows which of the following ? (2 correct answers)

    • A.

      Marketing Opportunities by Sources of Quarter

    • B.

      Revenue Generation by Quarter

    • C.

      New Opportunities by Quarter

    • D.

      Revenue Generation by Quarterly Business Orders

    Correct Answer(s)
    B. Revenue Generation by Quarter
    C. New Opportunities by Quarter
    Explanation
    The Standard Pipeline Sourcing Dashboard shows the revenue generation by quarter, which provides an overview of the amount of revenue generated during each quarter. It also shows new opportunities by quarter, which gives insights into the number of potential new business opportunities that have been identified and can be pursued.

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  • 3. 

    What is the benefit of integrating Savo with SAP CRM Sales Opportunity in SAP CRM 7.0 EhP1 ?

    • A.

      It helps sales team collaboration in Rating and statistic function to identify the best results.

    • B.

      It helps sales representatives getting perfect support in closing deals.

    • C.

      The right tool for the right User Experience targeted conversations with buyers.

    • D.

      It helps sales representatives & enables brand owners to increase the effectiveness.

    Correct Answer
    B. It helps sales representatives getting perfect support in closing deals.
    Explanation
    The benefit of integrating Savo with SAP CRM Sales Opportunity in SAP CRM 7.0 EhP1 is that it helps sales representatives in getting perfect support in closing deals. This integration provides the necessary tools and resources for sales representatives to effectively engage with customers and increase their chances of successfully closing deals.

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  • 4. 

    What is the benefit of central Shared Tools  with SAP CRM EhP1 ?

    • A.

      Share Tool enables you to share status indicator.

    • B.

      Share Tool enables you to share Interactive Report Functionality links.

    • C.

      Share Tool enables you to enhance Tile layout personalization.

    • D.

      Share Tool enables you to share your Favorites, Reports, saved Searches, Tags with others users.

    Correct Answer
    D. Share Tool enables you to share your Favorites, Reports, saved Searches, Tags with others users.
    Explanation
    The benefit of central Shared Tools with SAP CRM EhP1 is that it allows users to share their Favorites, Reports, saved Searches, and Tags with other users. This promotes collaboration and efficiency as users can easily share their personalized settings and preferences with their colleagues, allowing for a more streamlined and consistent user experience across the organization.

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  • 5. 

    What are the main features of marketing calendar with SAP CRM EhP1 ? (2 correct answers)

    • A.

      It allows you to create new Action Menu.

    • B.

      It allows you to view marketing competitive address plan.

    • C.

      You can overview all promotional events within a certain time range.

    • D.

      It allows you to create new promotions or campaigns by creating a bar directly in the appropriate time range.

    Correct Answer(s)
    C. You can overview all promotional events within a certain time range.
    D. It allows you to create new promotions or campaigns by creating a bar directly in the appropriate time range.
    Explanation
    The main features of the marketing calendar with SAP CRM EhP1 are the ability to overview all promotional events within a certain time range and the ability to create new promotions or campaigns by creating a bar directly in the appropriate time range.

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  • 6. 

    What is Relationship Segmentation for High Volume Segmentation SAP CRM EhP1 ?

    • A.

      All the information is stored in one single group.

    • B.

      All the information is stored in the target group contact person, organization, relationship.

    • C.

      All the information is stored in Favorites.

    • D.

      All the information is stored in Assigned Tags table.

    Correct Answer
    B. All the information is stored in the target group contact person, organization, relationship.
    Explanation
    Relationship Segmentation for High Volume Segmentation in SAP CRM EhP1 involves storing all the information in the target group contact person, organization, and relationship. This means that the data related to the segmentation is consolidated and organized within the target group, making it easier to access and manage.

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  • 7. 

    Which of these Option is not available in the new Marketing Calendar Interface ?

    • A.

      Worklist.

    • B.

      Marketing Analysis.

    • C.

      Accounts & Products.

    • D.

      Marketing Performance.

    Correct Answer
    C. Accounts & Products.
    Explanation
    The correct answer is Accounts & Products. This option is not available in the new Marketing Calendar Interface. The other options, Worklist, Marketing Analysis, and Marketing Performance, are available in the new interface.

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  • 8. 

    Which  type of view is not available in the enhanced Marketing Calendar Interface ?

    • A.

      List View.

    • B.

      Cluster - Type View.

    • C.

      Hierarchy View.

    • D.

      Type - Priority View.

    Correct Answer
    A. List View.
    Explanation
    The correct answer is List View. This means that in the enhanced Marketing Calendar Interface, users cannot access a view that displays the calendar in a list format. They can, however, view the calendar in Cluster - Type View, Hierarchy View, and Type - Priority View.

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  • 9. 

    What are the benefits of real time offer management (RTOM) with SAP CRM EhP1 ? (2 correct answers)

    • A.

      Supports and manages the administration, distribution, and consumption process.

    • B.

      Enhance cross/up sell and retention during inbound and outbound interactions.

    • C.

      It help partners collaborate business process, to enable channel partners managing products links.

    • D.

      Synchronize and improve offering across all interaction channels.

    Correct Answer(s)
    B. Enhance cross/up sell and retention during inbound and outbound interactions.
    D. Synchronize and improve offering across all interaction channels.
    Explanation
    Real time offer management (RTOM) with SAP CRM EhP1 offers several benefits. One of the benefits is that it enhances cross/up sell and retention during inbound and outbound interactions. This means that the system helps identify opportunities to upsell or cross-sell products or services to customers, thereby increasing revenue and customer satisfaction. Another benefit is that it synchronizes and improves offering across all interaction channels. This ensures that customers receive consistent and personalized offers across various channels, such as email, phone, or website, leading to a seamless customer experience.

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  • 10. 

    What are Object segementation in SAP CRM High volume segmentaion EhP1 ? (2 correct answers)

    • A.

      Object segmentation allows you to use certain object attributes to model target groups.

    • B.

      Segmentation based on objects is only possible when the objects are not in SAP CRM.

    • C.

      Object attributes are stored in the target group.

    • D.

      Objects assigned to the selected business partners are saved with the target group.

    Correct Answer(s)
    A. Object segmentation allows you to use certain object attributes to model target groups.
    D. Objects assigned to the selected business partners are saved with the target group.
    Explanation
    Object segmentation in SAP CRM High volume segmentation EhP1 allows users to use specific object attributes to create target groups. This means that users can define target groups based on certain characteristics of objects. Additionally, objects that are assigned to selected business partners can be saved along with the target group.

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  • 11. 

    In Marketing Funds Management EhP1 with channel marketing fund process which of the following positions are involved to execute the process ? (2 correct answers)

    • A.

      Channel manager.

    • B.

      Partner manager.

    • C.

      Partner request manager.

    • D.

      Partner execution manager.

    Correct Answer(s)
    A. Channel manager.
    B. Partner manager.
    Explanation
    The correct answer is Channel manager and Partner manager. In Marketing Funds Management EhP1 with channel marketing fund process, the channel manager is responsible for managing the marketing funds allocated to various channels, while the partner manager is responsible for managing the relationship with partners and ensuring the effective execution of marketing activities. The partner request manager and partner execution manager are not directly involved in executing the process, hence they are not the correct answers.

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  • 12. 

    What is the new feature introduced with WEB UI EhP1 in SAP CRM ?

    • A.

      Object Tagging

    • B.

      Power Users Administrators

    • C.

      Embedded Rapid Application

    • D.

      Enhanced Interaction Center Area

    Correct Answer
    A. Object Tagging
    Explanation
    The new feature introduced with WEB UI EhP1 in SAP CRM is Object Tagging. This feature allows users to tag objects such as accounts, contacts, or opportunities with keywords or labels for easier organization and retrieval. It helps in categorizing and grouping similar objects together, making it easier for users to find and work with specific objects in the CRM system.

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  • 13. 

    Which of the following EhP1 feature has integration with Google Maps ?

    • A.

      Google Mashup Integration.

    • B.

      Google Social Integration.

    • C.

      Web Mashup Functionality.

    • D.

      Google Networking Navigation.

    Correct Answer
    C. Web Mashup Functionality.
    Explanation
    Web Mashup Functionality is the correct answer because it specifically mentions integration with Google Maps. Mashup refers to the combination of data from multiple sources, and in this case, it refers to the integration of Google Maps functionality into a web application. This feature allows users to incorporate Google Maps into their application and utilize its mapping and navigation capabilities.

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  • 14. 

    What are the following solution is offered by SAP with Vendavo Integration ?

    • A.

      Pricing Management

    • B.

      Price Margin Management

    • C.

      Conditional Price Management

    • D.

      Vendavo Margin Management

    Correct Answer
    B. Price Margin Management
    Explanation
    SAP offers Price Margin Management as a solution with Vendavo Integration. This solution helps businesses effectively manage and optimize their pricing strategies to maximize profit margins. It allows businesses to analyze market data, customer behavior, and competitor pricing to make informed pricing decisions. By implementing Price Margin Management, businesses can ensure that their products are priced competitively while still maintaining healthy profit margins.

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  • 15. 

    Which of the following statement is true regarding EhP1 BP confirmation in call transfer scenario ?

    • A.

      Calling customer will be confirmed from one agent when it is transferred from another agent.

    • B.

      Customer calling will be confirmed by the IC manager.

    • C.

      Customer calling will be confirmed by one agent only.

    • D.

      Calling customer can be automatically confirmed when it is transferred from another agent.

    Correct Answer
    D. Calling customer can be automatically confirmed when it is transferred from another agent.
    Explanation
    In a call transfer scenario in EhP1, the calling customer can be automatically confirmed when it is transferred from another agent. This means that there is no need for the customer to be confirmed by the IC manager or by one agent only. The system is designed to automatically confirm the calling customer when the call is transferred, ensuring a smooth and efficient process for both the customer and the agents involved.

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  • 16. 

    What is Web Mashup Functionality in SAP CRM 7.0 EhP1 ?

    • A.

      It allows customers and partner to easily define new content that combines data and services from internal and external sources.

    • B.

      It allows to configure the mashup view via social network.

    • C.

      It allows to Create Rapid Applications from Web Services.

    • D.

      It allows to define mapping between Rapid Applications and exiting applications.

    Correct Answer
    A. It allows customers and partner to easily define new content that combines data and services from internal and external sources.
    Explanation
    Web Mashup Functionality in SAP CRM 7.0 EhP1 allows customers and partners to easily define new content that combines data and services from internal and external sources. This means that users can create customized views by integrating information from various sources, both within the organization and from external sources. This functionality enables a more comprehensive and holistic view of data, enhancing decision-making and providing a more efficient and effective user experience.

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  • 17. 

    What are Checklists for Service Orders and Service Requests feature in SAP CRM 7.0 EhP1 ? (2 correct answers)

    • A.

      You can Favorite the collection of direct links to predefined objects.

    • B.

      You can Create a widget based on an URL or HTML/Java script.

    • C.

      You can setup sequential or parallel service processing with a visual graphical flow.

    • D.

      You can follow the sequence while servicing the customers in highly regulated industries.

    Correct Answer(s)
    C. You can setup sequential or parallel service processing with a visual graphical flow.
    D. You can follow the sequence while servicing the customers in highly regulated industries.
    Explanation
    The Checklists for Service Orders and Service Requests feature in SAP CRM 7.0 EhP1 allows users to setup sequential or parallel service processing with a visual graphical flow. This means that users can define the steps and order in which tasks need to be completed, ensuring efficient and organized service processing. Additionally, this feature is particularly useful for highly regulated industries where strict adherence to a sequence of tasks is necessary to comply with regulations and ensure customer satisfaction.

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  • 18. 

    What are the views available in Service request dashboard with SAP CRM 7.0 EhP1 Service Analytics ? (2 correct answers)

    • A.

      Service request for

    • B.

      Service request in

    • C.

      Service request link

    • D.

      Service request category

    Correct Answer(s)
    B. Service request in
    D. Service request category
    Explanation
    The correct answers for the views available in the Service request dashboard with SAP CRM 7.0 EhP1 Service Analytics are "Service request in" and "Service request category." These views allow users to analyze service requests based on their status or category, providing valuable insights into the performance and trends of service requests within the CRM system.

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  • 19. 

    Which of the following EhP1 WEB UI deliveres end-user and power-user focused features ? (3 correct answers)

    • A.

      Enhanced Extensibility

    • B.

      Framework Documentation

    • C.

      Tile Layout Personalization

    • D.

      Code-free Dashboards

    Correct Answer(s)
    A. Enhanced Extensibility
    C. Tile Layout Personalization
    D. Code-free Dashboards
    Explanation
    The correct answers for this question are Enhanced Extensibility, Tile Layout Personalization, and Code-free Dashboards. These features are focused on providing end-users and power-users with enhanced customization options and flexibility in the WEB UI. Enhanced Extensibility allows users to extend the functionality of the UI, while Tile Layout Personalization enables users to personalize the layout of tiles on their dashboard. Code-free Dashboards allows users to create and customize dashboards without the need for coding skills. These features aim to empower end-users and power-users to tailor the WEB UI to their specific needs and preferences.

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  • 20. 

    What are the benefits of Object tagging feature with SAP CRM EhP1 ? (2 correct answers)

    • A.

      Object tagging feature is created for usability purposes but it is also a powerful tool for search optimization.

    • B.

      Object tagging feature is used to Combine internal and external data and services.

    • C.

      Object tagging is more advantageous to use in terms of Search Optimization against traditional navigation bar.

    • D.

      Object tagging feature is used UI configuration and mapping.

    Correct Answer(s)
    A. Object tagging feature is created for usability purposes but it is also a powerful tool for search optimization.
    C. Object tagging is more advantageous to use in terms of Search Optimization against traditional navigation bar.
    Explanation
    The object tagging feature in SAP CRM EhP1 is beneficial for usability purposes as it allows for easier navigation and organization of data. Additionally, it serves as a powerful tool for search optimization, enabling users to quickly find relevant information by tagging objects with relevant keywords. Compared to the traditional navigation bar, object tagging offers greater advantages in terms of search optimization, making it a preferred option for users.

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  • 21. 

    What actions are available from the tag cloud tray in Object tagging EhP1 ?

    • A.

      My Cloud, Search for, Search for Objects, Popular, My recent.

    • B.

      My cloud, Search, My recent, New.

    • C.

      Search, My cloud search, My recent, My cloud.

    • D.

      Tag for cloud, My cloud, My recent cloud, My new cloud.

    Correct Answer
    A. My Cloud, Search for, Search for Objects, Popular, My recent.
    Explanation
    The tag cloud tray in Object tagging EhP1 allows users to perform the following actions: accessing their own cloud, searching for tags or objects, viewing popular tags, and viewing their recently used tags.

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  • 22. 

    Complete the following process with respect to  Marketing fund process mnagement in EhP1 ?

    • A.

      Partner Manager approve Budgets.

    • B.

      Partner Manager enrolls to the MDF program & checks available Funds.

    • C.

      Partner Manager does Marketing Analysis.

    • D.

      Partner Manager enrolls MRF program.

    Correct Answer
    B. Partner Manager enrolls to the MDF program & checks available Funds.
    Explanation
    The correct answer is "Partner Manager enrolls to the MDF program & checks available Funds." This is the correct step in the process as the Partner Manager needs to enroll in the Marketing Development Funds (MDF) program in order to access the available funds for marketing activities. By enrolling in the program, the Partner Manager can then check the funds that are available to them and plan their marketing activities accordingly. This step is crucial in managing the marketing fund process effectively.

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  • 23. 

    Market Development Funds is integrated into following. Complete the flow.

    • A.

      SAP CRM Partner Channel Management, SAP Business Intelligence.

    • B.

      SAP CRM, SAP BCM.

    • C.

      SAP Server, SAP DB.

    • D.

      SAP Server, SAP Business intelligence.

    Correct Answer
    A. SAP CRM Partner Channel Management, SAP Business Intelligence.
    Explanation
    The correct answer is SAP CRM Partner Channel Management, SAP Business Intelligence. This means that Market Development Funds is integrated into SAP CRM Partner Channel Management and SAP Business Intelligence. Market Development Funds is a program that supports channel partners in their marketing and sales activities. By integrating it into SAP CRM Partner Channel Management, channel partners can effectively manage and track their marketing funds and activities. Additionally, integrating it into SAP Business Intelligence allows for the analysis and reporting of the effectiveness and ROI of these marketing activities.

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  • 24. 

    What is tile layout feature in SAP CRM WEB UI EhP1 ? (2 correct answers)

    • A.

      Tile layout feature is used for specific needs to built templates.

    • B.

      Tile layout feature is used in the Interaction Center Agent role based specific needs of this user group.

    • C.

      Tile layout page consists of several tiles while every tile can contain one or several assignment blocks.

    • D.

      Tile layout feature is used to Monitor the business with activity.

    Correct Answer(s)
    B. Tile layout feature is used in the Interaction Center Agent role based specific needs of this user group.
    C. Tile layout page consists of several tiles while every tile can contain one or several assignment blocks.
    Explanation
    The tile layout feature in SAP CRM WEB UI EhP1 is used in the Interaction Center Agent role based on the specific needs of this user group. It allows for the creation of templates and the arrangement of several tiles on a page, with each tile able to contain one or several assignment blocks. This feature helps monitor the business with activity.

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  • 25. 

    What is the benefit of integrating Business Object Xcelsius Dashboard within SAP CRM ? (2 correct answers)

    • A.

      You can create custom and role based marketing performance dashboards.

    • B.

      Enable customer-focused collaboration.

    • C.

      You can publish and share dashboards with other SAP CRM users.

    • D.

      Improve responsiveness with activity streams.

    Correct Answer(s)
    A. You can create custom and role based marketing performance dashboards.
    C. You can publish and share dashboards with other SAP CRM users.
    Explanation
    Integrating Business Object Xcelsius Dashboard within SAP CRM provides the benefit of creating custom and role-based marketing performance dashboards. This allows for personalized and targeted marketing strategies. Additionally, it allows for the publishing and sharing of these dashboards with other SAP CRM users, promoting collaboration and data-driven decision-making within the organization.

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  • Current Version
  • Jun 12, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Sep 11, 2012
    Quiz Created by
    Uwinpro

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