SAP Certified Application Professional – Service with SAP CRM 7.0 EhP1
Here are some sample Questions for the CRM 7.0 EhP1 Service Professional Certification.
These questions are similar to the ones asked in the actual Test.
How should I know? I know, because I have recently cleared the test myself with a great score!
Before you start here are some Key features of the CRM Professional Certification Exam
– The exam is Computer based and you have three Hours to answer 80 Questions.
– The Questions are (mostly) multiple choice type and there is NO penalty for an incorrect answer.
– Some of the Questions have more than one correct answers. You must get ALL the options correct for you to be awarded points.
– The Official Pass percentage is 65%.
Note: Unless stated otherwise, All questions have more than one correct answer.
Q1. Which of the following are true about warranties?
a. To be able to assign warranties, they must be created in the system as products and be defined.
b. You can use a template to predefine a set of frequently-used warranty parameters, such as warranty category, warranty basis, or date profile.
c. You can include or exclude particular services, service parts, and even specific subjects to be fully covered, or only partially covered by the warranty.
d. You can assign Warranties to Installed base objects but not directly to products
a, b, c
In installed base management, you can assign warranties to products, installed base components, or objects.
When you create a business transaction in service, such as a service confirmation, complaint, or service order, the system automatically checks whether valid warranty information is available for the reference object of the transaction, and whether claims on warranty services are justified.
Key features of Warranties
• You can assign warranties to products.
This assignment, which initially contains no concrete validity start date for the warranty, serves to:
o Provide warranty information for objects that are created with reference to the product in question (for example, for a monitor of a certain brand with a specific serial number)
o Provide warranty information for products that are not registered individually (such as certain data processing accessories like cables or connectors)
• You can assign warranties to objects.
You can assign them manually or, if there is a reference to a product with a warranty assignment, automatically. It is in this way that, for example, Internet customers in e-service get the information about an automatically assigned customer warranty after registering an object.
• You can assign warranties to installed base components.
When an assignment is made, the start of the warranty period is determined manually, or on the basis of the predefined date rules.
• Warranty categories
You have defined warranty categories as described in Customizing for Customer Relationship Management under Master Data Products Special Settings for Warranties Define Warranties.
• Warranty templates
You have defined warranty templates in Customizing for Customer Relationship Management under Master Data Products Special Settings for Warranties Define Default Values for Warranties.
You have created the counters with which the counter reading for the validity of counter-based warranties can be documented. When creating a warranty with a counter reference, you can specify the appropriate counter attributes. For more information about counters see Counters and Readings.
Steps to work with Warranties
• You create warranties on the Warranties page.
• You can use a template to predefine a set of frequently-used warranty parameters, such as warranty category, warranty basis, or date profile. When you retrieve a template on the Warranties page, the predefined data is automatically added to the new warranty.
• You can define the warranty category (for example, a customer or vendor warranty).
• You can define the validity of the warranties according to the following specifications:
o Defined period of time
o Defined counter interval
o A combination of time periods and counter intervals
• You can include or exclude particular services, service parts, and even specific subjects to be fully covered, or only partially covered by the warranty.
• You can define flexible date rules to calculate the start date of a warranty and its period of validity.
• You can use an accounting indicator to determine the procedure for price determination, and the procedure for billing and transferring costs to controlling for warranties. This gives you control over the costs incurred by warranties. For more information about accounting indicators, see Accounting Indicator.
• You can assign a variety of relevant documents to a warranty, such as text files or spreadsheets, graphics, URLs, and audio and video files.
Q2. You use service resource planning to execute project-based scheduling or service order-based scheduling, using a number of resources. Which of the following are possible with Service Resource Planning?
a. You can make employees available as resources.
b. You can notify external resources using groupware.
c. You can use cProjects or HCM with Service Resource Planning.
You use service resource planning to execute project-based scheduling or service order-based scheduling, using a number of resources.
You can do the following:
• Make employees (internal) and service providers (external) available as resources for service resource planning, by entering service arrangements
In service arrangements, you define availability, skills, job functions, and service areas, for example.
• Determine and schedule resources
You determine the resources that are most suitable for service order demands or project role demands, and create corresponding assignments.
You can use service resource planning to comply with determined SLA dates, respond to critical situations, and improve resource utilization. Once you assign the required resource to a job, you can notify the resource using the following channels:
Only internal employees can use notification via Groupware.
• Channels such as telephone, text message, or e-mail
• SAP CRM Mobile Service
Notification using SAP CRM Mobile Service is only available for service order-based resource planning.
Service resource planning is available either for project-based demands (cProject project roles) or for service order-based demands (service order items). You can use only one demand type within your implementation. You set up the demand type in Customer Relationship Management Customizing, by choosing Workforce Deployment Service Resource Planning Basic Settings Specify Demand Types for Resource Planning .
Q3. With reference to complaints processing, which of the following are true?
a. Complaints with reference to billing documents or returns, always refer to a product.
b. Complaints can be created with our without reference to a product.
c. Installed base objects may be referenced to a complaint.
d. In complaints transactions and returns transactions, you can enter serial numbers but these cannot be validated.
a, b, c
In complaints processing, you can create complaints, complaints with reference to billing documents, returns, and in-house repair orders for products, services, or deliveries with which customers are dissatisfied.
Complaints can either be product-related or have no reference to products. Complaints with reference to billing documents, returns, and in-house repair orders always refer to a product.
You can use complaints and returns in both sales and service.
You can create complaint transactions or returns transactions with reference to preceding transactions, which allows you to copy the data from the associated preceding transaction.
The following functions are available for complaints:
• Reference during creation of complaint as follow-up transaction
You can create complaints directly from the items in a sales transaction or service process. This simplifies the creation of complaints since all data (such as, partners, products, quantities, and prices) is transferred from the preceding transaction. This function is available in CRM WebClient UI and mobile service.
• Reference during creation of a new complaint
When you create a new complaint, you can refer to the following business objects:
o CRM billing transaction
o Product service letter
o Marketing campaign
o Transactions in integrated systems, such as billing transactions or delivery transactions in SAP ERP, or delivery transactions in another inventory management system
Once you have specified in Customizing that references to business objects are allowed for your complaint transaction type, the system prompts you to enter a reference object when creating a complaint. You can then select the individual items from the reference object to be copied into the complaint transaction.
References to objects other than CRM business transactions are supported by a Business Add-In. This function is available in the CRM WebClient UI.
• Reference after creation of complaint
You can create references to transactions from existing complaint transactions. You can refer to CRM business transactions, billing documents, or transactions in integrated systems. Referencing is supported at header and item level. This function is available in the CRM WebClient UI.
• Reference from an activity to a complaint
You can create a subsequent assignment to a complaint right from an existing activity. For more information, see Subsequent Assignment of Preceding Transactions.
• Referencing reference objects
You can more precisely define the product or service that is the subject of the complaint by entering a reference object for an item. You can enter a reference to products, installed base components, or objects.
You can use the relationship between a product and an installed base to extract information to SAP NetWeaver Business Intelligence (SAP NetWeaver BI) for analysis purposes. This information is then available in BI Content, which allows you to analyze complaints to identify problems related to the installed base in which a product is installed, for example.
This function is available in CRM WebClient UI, e-service, and mobile service.
• Product check
For certain return types, the system checks whether the product can be returned.
• Serial numbers
In complaints transactions and returns transactions, you can enter serial numbers that can be validated.
• Quantity check
An automated check ensures data consistency. It makes sure that the amount of complaints that were created is not greater than the amount of products or services that were sold to a customer. For new complaint items, the system also proposes the maximum quantity of products or services that can be entered.
This function is available in the CRM WebClient UI.
• Warranty check
You can set up a warranty check to automatically determine valid warranties for products in a complaint item and for reference objects in a complaint.
You can use the warranty information to decide what action should be taken in response to a complaint. If, for example, the warranty allows a refund in the case of a defective product, you can immediately create a credit memo. For more information, see Warranty Check for Coverage of Services. This function is available in the CRM WebClient UI and in e-service.
Q3. Your customer has Incidents relating to complex or expensive products for which you provide technical services. You recommend using case management. Which of the following are features of case management?
a. Case Management contains features that can be used in the Interaction Center WebClient.
b. You can define Case closing profile under Extended Customizing for Case Management.
c. Using case categories: You can categorize cases and analyze the data in SAP NetWeaver Business Intelligence (SAP NetWeaver BI). You define categorization in CRM using multilevel categorization.
d. You cannot link business objects from an integrated SAP ERP system with a case.
a, b, c
Case Management enables you to consolidate, manage, and process information about a complex problem or issue in a central collection point, the case. Within a case, you can group diverse information, such as business partners, transactions, products, and documents. This information can reside in different physical systems.
If you want to use reference categories, you must have already set up Multilevel Categorization.
Key features of Case Management
• Linking existing business objects to a case: You can link CRM business object types to a case, for example:
o Business partner
o Products, objects, installed base components
o CRM sales and service business transactions
o Problems and solutions from the knowledge base
• Assigning and displaying the involved parties: When you assign or link involved parties with a case, you can assign partner functions and specify the main business partner.
• Linking electronic documents, such as forms and policies, to a case: Content Management functionality enables you to structure documents, and link archived documents.
• Linking activities to a case: From Case Management you can directly access activity management. You can create multiple activities to plan and track the required processing steps for a case. You can assign an activity to a person responsible who is not necessarily the case processor. Processors can generate a list of activities for which they are assigned as person responsible. You can also link existing activities to a case. For more information, see Activity Management.
• Creating and linking actions: You can create and link actions from within a case. For example, you can define actions for sending e-mail messages, creating and linking service orders. Actions allow you to process cases more efficiently.
• Entering case notes: You can enter notes if you want to record case-specific information. These notes are always assigned directly to the case and facilitate communication between agents. Case notes are stamped with the name of the user who created the note and the date and time of creation. You can categorize notes by assigning them a note type. You can also make a note of the reason for linking objects to a case next to the objects themselves.
• Change history: Changes to a case are automatically recorded in a log, with a user, date and time stamp. This change history helps you to track changes to case attributes, linking of business objects to a case, and unlinking of business objects in a case.
• Authorizations: You can use enhanced authorization control using the Access Control Engine to enable sensitive information to be handled confidentially and only be made visible to authorized persons. You can restrict authorizations to view or change cases and case notes, based on case types and note types. You can also restrict access to specific information within an authorized case type. For more information, see Case Authorizations.
• Status management: You can assign customer-defined statuses to cases. You define the system status in Customizing where you specify which status changes are permitted.
• Using case categories: You can categorize cases and analyze the data in SAP NetWeaver Business Intelligence (SAP NetWeaver BI). You define categorization in CRM using multilevel categorization.
• Using reference categories: You can assign a reference category for multilevel categorization at case header level, which allows you to control case processing. You can use reference categories to include various business objects and functions in your case processing. You can use activity templates that are linked to categories to create additional activities and to link them to the case. You can use document templates that are assigned to categories to create documents within a case. By assigning extended attributes, you can define a time version of the reference category. You can use the reference category to run reports in SAP NetWeaver BI.
• Case hierarchies: You can manage associated cases in a hierarchy. To do this, you need to define subordinate cases.
• Creating new cases: You can create a new case from an existing one and use it as a template, or you can choose to create a new case type from a list of case types. When you copy a case, a case of the same case type is created.
• Integration of business objects from an integrated SAP ERP system: You can link business objects from an integrated SAP ERP system with a case. In Customizing you define which business object types you want to link together.
Q4. You have been asked to describe the features of service order templates. What are they?
a. We use service order templates to define reusable sets of service-related data that minimize the amount of time required to create a service transaction
b. A service order template describes the scope of actual services
c. We can create hierarchies of templates by referencing a template from within another template
d. We can copy items from service order templates when creating service order, service order quotation, complaint, return, in-house repair order
a, c, d
We use service order templates to define reusable sets of service-related data that minimize the amount of time required to create a service transaction.
A service order template describes only the scope of planned services and not the actual execution (customer and time frame). Service order templates basically have the same characteristics as service orders. We can create hierarchies of templates by referencing a template from within another template.
Depending on our Customizing setting we can:
• Create a service order on the basis of the service order template, as a follow-up transaction.
• Create a service order template on the basis of a service order, as a follow-up transaction.
• Copy items from service order templates when creating the following:
– Service order
– Service order quotation
– In-house repair house
Q5. What are the features of item hierarchies in the service order and confirmation?
a. Item hierarchy enables items within the service order and the service confirmation to be structured in the form of a hierarchy.
b. Item hierarchy is used to show that certain spare parts belong to a service or that a service consists of several individual services.
c. The system cumulates pricing data, duration and quantity in the lower-level item.
d. The system posts costs automatically to the account assignment object of the lower-level object.
When we create a service order, we link the individual item to form a hierarchy by entering the number of the superior item in the field Higher-Level Item.
As soon as we have maintained a higher-level item, an additional tab Item Hierarchy displays where the item hierarchy is represented graphically. Item hierarchy enables items within the service order and the service confirmation to be structured in the form of a hierarchy.
It is used to show, for example, that certain spare parts belong to a service or that a service consists of several individual services. When values from sub-items are cumulated, this value is assigned to the higher-level item. Pricing conditions can either be duplicated in all assigned sub-items or applied to the cumulated value of all assigned sub-items.
The system cumulates pricing data, duration and quantity in the higher-level item. The system posts costs automatically to the account assignment object of the higher-level item. This is also true, if for example, we assign unplanned confirmation items to a planned confirmation item.
Q6. Multi level categorization is An application that uses the category modeler to define the hierarchical categorization for various applications. Which of the following statements are true with reference to Multi Level Categorization?
a. Application areas are used to assign categorization schemas to applications, for example to service orders, service tickets or service requests. Parameters are assigned to the application areas to further define how categorization schemas can be determined by the applications.
b. The parameter Subject_profile is used if categorization schemas are to be mapped directly to a combination of transaction type and catalog category.
c. The parameter TXN_TYPE_AND_CATALOGTYPE is used if categorization schemas are to be mapped directly to a combination of transaction type and catalog category.
d. You can use multilevel categorization to influence response profiles and warranty determination, only if the connection takes place via a subject profile.
a, c, d
Application areas are used to assign categorization schemas to applications, for example to service orders, service tickets or service requests.
Parameters are assigned to the application areas to further define how categorization schemas can be determined by the applications. You can assign the application areas and parameters to a categorization schema in the CRM WebClient UI on page Categorization Schema in the page area Application Areas.
For each application area, you can make settings for content analysis used in the E-Mail Response Management System (ERMS). The standard assignment of parameters to application areas should not be changed.
The following parameters are supported:
This parameter is used if categorization schemas are to be mapped directly to a combination of transaction type and catalog category.
This mapping enables the mapping of multiple categorization schemas to an application. These categorization schemas are then displayed in multiple blocks of categorization fields in the corresponding application.
This mapping is delivered for the following business transactions:
o Service request (incident)
o Request for change
o Knowledge article
This parameter is used if categorization schemas are to be mapped via a subject profile. This mapping supports the use of only one categorization schema per business transaction.
This mapping is delivered for the following business transactions:
o Standard CRM WebClient service order and complaint
o IC-specific service ticket, service order, and complaint
You can use multilevel categorization to influence response profiles and warranty determination, only if the connection takes place via a subject profile. In addition, when creating a categorization schema in the CRM WebClient UI, you have to assign a subject code to each category.
This parameter can be used for multilevel categorization on item level. Note that the use of parameter ITEM_CATEG_AND_CATALOGTYPE is not configured in the standard delivery.
• Specific parameters, for example for use in case management and in the e-mail function in the interaction center (IC)
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