ByD: CRM Course

Which of the following options are available when configuring renewals for customer contracts? (2)

1) Stop renewal on header cancellation 2) Re-determine price

From which work center can you access the approval process definition? (1)

Application and User Management

Which of the following sequence of steps describes the one-time setup process for Vertex and Avalara tax rate integration?

Business configuration scoping question > Create communication system > Create communication arrangement

How can you integrate SAP Business ByDesign with 3rd party customer engagement solutions? (1)

By using a middleware like SAP Cloud Platform Integration or with point-to-point integration

Which document corresponds to a binding settlement of outstanding amounts in SAP Business ByDesign? (1)

Customer Invoice

For which of the following documents can an approval be scoped?

Customer contract

Which of the following statements regarding tracking of customer interactions are true? (3)

Managers can use reports or the account overview to see the details of customer interactions. Customer interactions like calls, visits, and mails can be recorded by employees with account and activity management. (X) Details of customer interactions can only be seen by employees.(X) Activities are fully integrated with business transactions such as leads, opportunities, orders, and so on. Account and activity management can be used only with the desktop user interface.(X)

Which capabilities does SAP Business ByDesign offer for high-touch sales scenarios for businesses with long sales cycles? (3)

Managing sales targets and the sales pipeline (X) Managing sales territories Selling and delivery for service and material (X) Lead and activity management (X) Retail execution for field sales representatives

Where can you change prices that have been determined in a sales order? (1)

On the Pricing and Invoicing tab

Which process happens automatically in the background when an over-the-counter invoice request is released? (1)

Outbound Deliveries

Which of the following statements regarding the price history in Contract Management is true? (1)

In the price history you can see all sales documents for the account and the product mentioned in the sales order.

Which of following processes is included in the over-the-counter sales process? (1)

Invoicing

What happens during contract renewal if you only selected the "Stop renewal on item cancellation" option in the contract renewal rule used in the contract. (1)

Only items that are not cancelled will be renewed.

Which of the following are party roles involved in a sales order? (3)

1) Ship-To 2) Payer 3) Employee Responsible

What can be used as a reference when creating down payments? (1)

1) A contract

Which of the following statements regarding Contract Management for Services are true? (3)

1) A service request can be created with reference to a contract. 2) A service confirmation can be created with reference to a contract. 3) A service order can be created with reference to a contract.

Which of the following fields are used to define a rebate agreement? (3)

1) Account 2) Product 3) Custom extension fields

Which of the following web services are usually used to connect SAP Business ByDesign to a marketing automation solution?

1) Activity Web Services 2) Account and Contact Web Services 3) Lead Web Services

Which of the following statements regarding lead status are true?

1) An accepted lead can be set back to "rejected and obsolete" at any point in time. (X) 2) Leads that have been accepted by sales can be set to "in revision" to allow marketing employees to rework them. (X) 3) Leads that are marked by marketing as "qualified" get handed over to sales (X) 4) Leads that are marked by marketing as "qualified" need approval by marketing managers before they are handed over to sales. 5) Leads in "converted and obsolete" status can still be sent back for revision.

Which options are available in the Managing My Area work center? (3)

1) Approvals can be received and approved or Rejected 2) You can see availability of team members 3) You can see organization structure and managers can be seen.

How can a service request be created? (!)

1) As a follow-up from an activity such as a phone call

Which of the following pricelists are delivered by SAP? (3)

1) Base pricelist 2) Customer-specific pricelist 3) Company-specific pricelist

How can the success of a campaigns be tracked and measured? (3)

1) By drilling down in campaign reports with characteristics like account, contact, contact country, etc. 2) By assigning response documents (for example, orders) to a campaign 3) By using reports that have key figures like number of members, response rate, number of response documents, etc.

Which of the following statements regarding the CRM capabilities of SAP Business ByDesign are correct?(2)

1) ByDesign does not support marketing campaigns. 2) ByDesign does not support over-the-counter sales and lead management. 3) ByDesign covers the complete process from first customer interaction to order execution. (X) 4) CRM processes are designed across departmental boundaries. (X)

Which documents in SAP Business ByDesign can be used to rectify a discrepancy in a released customer invoice? (3)

1) Cancellation invoice 2) Correction invoice if available for the country 3) Customer credit memo

Which of the following statements regarding contracts in SAP Business ByDesign is true? (1)

1) Contracts are used for creating long term agreements

What are the main functions of the business scenario Selling Standardized Services? (3)

1) Creating an opportunity and sales quote with service items 2) Creating sales orders 3) Monitoring the order pipeline

Which process steps come before outbound delivery? (3)

1) Creating sales quote 2) Customer inquiry 3) Setting up of company

Which of the following statements regarding direct e-mail campaigns in SAP Business ByDesign is true? (1)

1) Direct mail campaigns can be multi-language and personalized for each recipient (x) 2)Direct mail campaigns can be multi-language, but not personalized. 3) Direct mail campaigns are only possible with external marketing solutions. 4) Direct mail campaigns can be personalized, but not in multiple languages.

Which of the following are output/form elements in SAP Business ByDesign? (3)

1) Document-specific output 2) E-mail template 3) Master template which contains the header, the footer, and the e-mail disclaimer

What are the main functions of the Request-to-Resolve business scenario? (2)

1) Handle service requests 2) Maintain and use a knowledge database

Where can you configure whether the gross price or the net price is picked in sales documents? (3)

1) In Sales Orders 2) In business Configuration 3) in product master settings

Where should you maintain the payment terms to be automatically determined in sales orders? (1)

1) In the account settings

Which capabilities does SAP Business ByDesign offer for low-touch sales scenarios for businesses with short sales cycles? (3)

1) Integration of external webshops using standard interfaces 2) Integration of external customer portals using standard interfaces 3) Building custom interfaces using the OData workbench

Which of the following actions can you perform on target groups to get one result target group? (3)

1) Intersect contacts from service orders with a target group 2)Merge one or more target groups (X) 3) Subtract one target group from another (X) 4) Intersect one or more target groups (X) 5) Intersect an external file with contacts and a target group.

How does SAP Business ByDesign support lead management? (3)

1) Leads can be qualified by marketing employees and handed over to sales afterward. 2) Leads can be created as direct follow-up to a campaign. 3) Leads can be created in the marketing and New Business work centers.

Which of the following statements regarding integration of external marketing solutions with SAP Business ByDesign are true? (2)

1) Leads, sales orders, and other business documents can be can be created using standard Web services from external marketing solutions. (x) 2) Integration with external marketing solutions is not possible. 3) You can use standard Web services to exchange account and contact data with external marketing solutions. (x) 4) Integration with external marketing solutions is only possible for activity management using the standard Web services.

Which web services are available for the customer invoicing area in the standard delivery of SAP Business ByDesign? (3)

1) Manage down payments 2)Manage customer invoice requests 3)Query customer invoice

Which of the following are capabilities of the marketing work center? (3)

1) Manage target groups, campaigns, and response options. (X) 2) Manage marketing documents, competitors, and competitor products. (X) 3) Track and respond to social media posts 4) Report on marketing success. (X) 5) Manage target market value.

Which of the following functions are covered in the Order-to-Cash scenario? (3)

1) Managing Down Payments 2) Managing Receivables and Payables 3) Creating Sales quotes

Which of the following fields do you have to consider when creating a service request? (3)

1) Priority 2) Contract 3)Product

Which of the following statements regarding customer invoicing in SAP BYD is True? (3)

1) Projects automatically provide data for the invoice creation 2) Invoices are automatically triggered after delivery or execution of services 3) Invoices can be automatically created by invoice schedules

Which of the following are features of the Sell from Stock scenario? (2)

1) Revenue Recognition 2) Sales assistant

Which work centers are relevant for the business scenario Selling Standardized Services? (2)

1) Sales Order 2) Customer Invoice

Which of the following web services are usually used to connect SAP Business ByDesign to a 3rd-party webshop? (3)

1) Sales order web services 2) Invoice request web services 3) Account and contact web services

Which of the following options are available to the approver of a sales order document? (2)

1) Send back for revision 2) Approve

Which of the following are capabilities of customer analytics? (3)

1) Separate analytics content for managers and employees 2) More than 80 predefined reports for Marketing, Sales, and Service 3) Marketing, Sales, and Service KPIs designed based on standard key figures with target, reference, and threshold values

What can you use to maintain a pricelist in SAP Business ByDesign? (3)

1) The Microsoft Excel plug-in for SAP Business ByDesign 2) The Migration tool 3) Web services for creating, updating, and reading pricelists

How does SAP Business ByDesign support mobility on smartphones and tablets? (2)

1) The standard SAP Business ByDesign desktop user interface in HTML5 can be used on the most commonly used tablets. 2) Self-services like Manager Approvals, Time Recording, and Projects to Go are available as smartphone apps for iOS and Android.

SAP Business ByDesign uses item types in nearly all transactions to determine how the process should work. Which of the item types are relevant for selling services? (2)

1) Time and Material 2) Fixed Price Actuals

For which of the following purposes can the after-sale industry use the third-party field service and repair scenario? (3)

1) To deliver timely and efficient customer services 2) To manage seasonal demand spikes 3) To handle remote geographical coverage

Which of the following are part of customer returns processing in SAP Business ByDesign? (3)

1) Transferring of Notes and Attachments 2) Adjusting the credit amount 3) Late updates of inbound deliveries

How can intercompany third-party field service and repair be achieved in SAP Business ByDesign? (3)

1) With service orders that have a supplier service center 2) With contracts and service orders when automatic third-party service is scoped 3) With service orders when automatic third-party service is scoped

How many languages are supported in SAP Business ByDesign?

11

What is created automatically in over-the-counter sales? (1)

An Invoice

Which Marketing, Sales, and Service capabilities are available on iOS and Android smartphones? (1)

Accounts, contacts, activities, leads, and service order confirmation

In which of the following scenarios can you use service orders? (1)

Field Service and Repairs

Which of the following statements regarding assignment of project variant types to sales orders is true?

For the Time and Material item type you can assign a multi-customer project.

Where can you maintain prices specific to a contract? (1)

In Price Agreements in Contract Management

Where do you maintain the user credentials for the external web service used to trigger tax rate determination?

In the communication arrangement

Which of the following statements regarding the tax decision tree in SAP Business ByDesign is true? (1)

It is pre-delivered by SAP for localized countries.

What is lead processing with handover? (1)

Leads are qualified by marketing employees and handed over to sales employees

Which of the following capabilities meant for service employees is supported by the new SAP Business ByDesign smartphone app? (1)

Receive and confirm service orders including route planning

After which step is the XML/PDF output generated when creating a customer invoice in SAP Business ByDesign? (1)

Release the customer invoice

Based on what does a rebate agreement generate credit memos? (1)

Sales Volume

Which of the following is an SAP-delivered extension scenario for customer invoice processing?

Sales order to customer invoice via outbound delivery

Which persona is responsible for processing sales quotes? (1)

Sales representative

Which object is mandatory in the over-the-counter sales process compared to the sales order process? (1)

Ship-From Location

Which of the following tax attributes can be changed in a sales order?

Tax Code

What information is used by U.S. taxation providers such as Vertex and Avalara? (1)

Tax Rate

What can you use to find out why invoice requests were not merged into a single invoice in SAP Business ByDesign? (1)

The Split Monitor

Which of the following statements regarding the Available-to-Promise (ATP) check is true? (1)

The outbound delivery business process enables you to perform ATP checks manually for sales order items.

Which of the following statements regarding pricing in SAP Business ByDesign is true? (1)

The user can change the SAP pre-delivered access sequence.

How are e-mails generated by campaigns sent? (1)

They are sent through SAP's e-mail infrastructure.

What is the purpose of using service levels for service requests? (1)

To specify a time by which the customer must be contacted, or the service request must be completed

In the intercompany third-party field service and repair scenario, how many confirmations will be automatically created from the goods and services receipt when a service order is created in the buying company with reference to two different contract items? (1)

Two different service confirmations will be created; one for each contract item.

Which services are supported by Contract Management for Services? (2)

Upsell and Renewal

Which third-party service provider is used in SAP Business ByDesign to update the tax rates for taxation in the U.S.?

Vertex and Avalara

What information can the planner provide during service order creation in SAP Business ByDesign? (3)

Warranty information Service category catalog Location of service provision

Which actions can you perform on sales target data using Excel?

You can change all values including totals; SAP Business ByDesign will automatically distribute and summarize data.