Sample Questions:

There are several Interaction Center (IC) functions that help agents to work effectively within the IC application. Which of the following features are related to agent guidance?(Choose two)

Knowledge article routing

Service-level workflows

Interactive scripting

Intent-driven interaction

Which tasks can you accomplish using the design layer?(Choose two)

Define the colors used in the CRM WebClient UI.

Define table paddings in the CRM WebClient UI.

Change field labels.

Hide certain fields.

What can you do in the SAP CRM Web Channel?(Choose two)

Create opportunities.

Configure products using the Internet pricing and configurator (IPC).

Create billing plans.

Create orders with reference to a marketing campaign.

Which of the following describes the business object of a transaction?

Default item category

Business agreement settings

Leading business transaction category

Transaction details

Which profile is required in a business role to work with the Central Sharing Tool?

A specific layout profile

A specific function profile

A specific technical profile

A specific navigation bar profile

Where is data replicated when you use CRM Middleware?

To sites as defined in Publications

To external systems, based on the definition in the respective adapters

To sites as defined in Subscriptions

To individual users for mobile application data

Account classification can be used to classify your accounts according to any criteria you choose. Which of the following statements is correct?

You can assign any number of criteria and attributes to each classification category.

Classification categories are fixed and cannot be enhanced.

Account classification influences the header fields that are displayed within an account.

Account classification allows the assignment of several classification attributes to one account.