1. What is the difference between a system and a tenant?

A. Tenant is a unique SAP System identified by a IP Address

B. Each system has multiple tenants sharing the same code base
C. Tenant is a Remote Connection to SAP System
D. Tenant is a Web client UI for the connected CRM System

2. How many data center locations host C4C?

A. SAP India , SAP China
B. 3 (NSQ, DE, AU)
 
D. All the above

3. How many Test Tenants are provided by SAP

A. For each production, one test is permitted. Additional permanent test can be purchased
B. Sandbox Tenant and a Product Tenant.
C. Development Tenant , Test tenant and a Production Tenant
D. Two Test Tenants and a Production Tenant

4. On what level is the C4C maintenance schedule determined?

A. System level
B. Tenant Level
C. Quality system
D. Version level

5. Where is the IT contact information determined?

A. Service Center
B. Administrator Tab
C. Business Roles
D. Help links

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 6. What steps are contained in the Prepare phase and what is the associated Q-Gate
A. Solution Design
B. Integration Preparation
C. Project Verification
D. Testing

7. What steps are contained in the Realize phase and what is the associated Q-Gate?
A. Solution Configuration
B. Solution Walkthrough
C. Solution Acceptance
D. None of the above

8. What steps are contained in the Verify phase and what is the associated Q-Gate?
A. Solution Testing
B. Cutover planning
C. Readiness Acceptance
D. Documentation

9. Describe the Project Verification Q-Gate

A. Stakeholders agree to scope
B. When necessary a change order is executed
C. Test results
D. Configuration Signoff

10. Describe the Readiness Acceptance Q-Gate:

A. System
B. Data
C. Business Readiness to execute cutover
D. All the above

11. Where does a user go in the system to report a ticket?

A. Administrator Work center
B. Business Configuration Work Center
C. projects view
D. Help Center

12. How is an incident defined?

A. Unexpected behavior of the system that either interrupts or reduces the quality of a service
B. Unexpected or unclear error message
C. Incorrect or missing data
D. All the above

13. What is Scoping

A. Matching individual business requirements
B. localizations
C. Mapping business processes
D. All the above

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 14. What is fine tuning
A. predefined settings to meet the customers’ business requirements
B. Localizations
C. Mapping business processes
D. All the above

15. What provides the tasks that must be completed during the implementation & where is it
accessed
A. Activity List
B. Business Configuration Work Center
C. projects view
D. Helps Links

16. Where a guided sales assistant would be created

A. Fine tuning
B. Business Configuration Work Center
C. Activity List
D. All the above

17. How are distribution rules for service tickets created

A. Fine tuning
B. Activity List
C. Work categories
D. Not available

18. What is displayed in the Account Feed?

A. People Feeds
B. System updates
C. Error Messages
D. Address Data

19. How many parent accounts can a child account have in the hierarchy?
A. Two
B. Any number
C. One
D. Not allowed

20. How many “Employee Responsible – Sales” users can be there per accounts?
A. Two
B. Any number
C. One
D. Not allowed

21. How can we visualize Account Address

A. Google Maps
B. Any Third Party integration
C. Not available
D. Bing Maps

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 22. What resources can contacts be synchronized with the system via integrations
A. SAP ERP
B. SAPCRM
C. Outlook
D. Lotus Notes

23. What are the activities associated with contacts

A. Phone Calls
B. E-mails
C. Social media messages
D. Chat messages

24. What are the 3 components of a product?

A. Product Category
B. Product Basic Data
C. Discount
D. Price

25. What is the use case for Override Territory Flag?

A. Named accounts
B. Account hierarchy
C. Key account without Territory
D. Change of Employee responsible

26. what are access Restrictions in the system

A. Unrestricted user
B. Restricted user
C. Administrator
D. Power user

27. What is a Business Role?

A. centrally defining access rights and restrictions
B. Special Users
C. Set of Users
D. Standardize a User Group according to access rights

28. What are the steps involved in creating the Business user
A. Business role
B. Access Rights
C. Activation of Work centers
D. All the above

29. How do you use Data Migration Templates

A. group the data into logical units
B. Obtain open transactions impacting operations
C. Define Field used during the population of data
D. Migration template for object is not available

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 30. What master data is synchronized from ERP?
A. Account Hierarchy
B. Product
C. Sales org
D. Employees/Contacts /Accounts

31. What are the prerequisites to leverage prepacked ERP integration?

A. Minimum ERP 6.0, EHP 0 Support Pack 15
B. SAP BASIS 7.0
C. C4C Add-on CODERINT 600
D. Higher EHP for specific functionality

32. What are the key factors to successful integration projects?

A. functional view of the process
B. Understand integration requires some configuration
C. amount of custom fields
D. ABSL Knowledge

33. How are emails received in C4C System , if outlook scenario is enabled
A. Activities
B. Tickets
C. Emails
D. Not allowed

34. What are the steps to setting up social media channels

A. Set up technical connections
B. Connect channels
C. Create and schedule import runs
D. Define RFC Destinations

35. What is the process of defining workflow rules?

A. Pick the business object
B. Choose Timings
C. Define Conditions
D. Define Action

36. What actions can be triggered by a workflow?

A. Update Transactions
B. Send Email
C. Create Task
D. Make field mandatory

37. What are the further field property options when adding a custom field?
A. Make fields Mandatory
B. Make Read only
C. Display only/Visible
D. Hide

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 38. How can you edit the way the screens appear for all users/individual users?
A. Using Edit forms
B. Using Adobe lifecycle designer
C. Master Layout
D. Page Layout

39. What content can be transferred from test to production tenant in the form of XML?
A. UI Adaptions
B. Extension fields
C. Code list restrictions
D. Instance types

40. What are the primary types of analytics features?

A. Standard Reports
B. Custom Reports
C. Interactive Dashboards
D. OWL Components

41. What configuration settings need to be considered when implementing reports

A. assign reports to business roles
B. assign BW data sources
C. Access Rights to the Report
D. Define Data Sources

42. What are the requirements for designing a data source?

A. Characteristics
B. Key Figures
C. BW Cubes
D. C4C Objects

43. What work center is used to create service agents?

A. Business Partners
B. Create Users `
C. Create Restricted users
D. Create Employee Responsible

44. What do you have to do in order to set up territory management?

A. Define Territories
B. Define Rules
C. Run the Realignment
D. Assign product Owner

45. What are the ways to migrate data?

A. Data Migration Template
B. Data Migration Workbench
C. LSMW
D. Manually

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 46. How many Service Catalog versions can be active at once?
A. Based on service level assignments
B. One
C. Two No overlap allowed
D. Any number

47. What access restrictions should a Sales Representative have?

A. Should only view their own accounts and contacts
B. Should only view the activities associated with their own accounts
C. Delete Accounts
D. Deactivate an Account

48. What is done to set up sales cycles?

A. Set up Phases
B. Assign to Cycles
C. Assign Sales cycle to lead
D. Assign Sales cycle to opportunities

49. What is lead conversion limit

A. No. of opportunities to be created for a lead
B. Mandatory scoping question
C. Can be specified via Fine tuning
D. Used to Define Sources

50. What are the fine tuning activities available for Leads
A. Define Number Ranges
B. Define Parties involved
C. Define Marketing Campaigns
D. Define Sources

51. How do you use Lead Aging Alerts

A. Notifications to Sales Manager
B. Notifications to Sales Rep
C. Notifications to administrator
D. None

52. How do you define the Sales assistant

A. Define activities
B. Assign activities to sales phase
C. Define Activity Types
D. Define opportunities

53. How do you set up Buying Center

A. Enable Buying center in the scoping element
B. Create Relationships
C. Maintain Buying Center Relationship
D. Maintain data in Opportunity

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 54. What are the options to determine Partners in opportunity
A. Current User
B. Relationships
C. Define rules
D. Sales organization

55. What are the steps in creating an ERP Order from C4C
A. Create opportunity
B. Request Pricing
C. Create ERP Quote from opportunity
D. Create sales Order from Opportunity

56. How can you enable Product Recommendations in a C4C Quote

A. Maintain Product list in Account
B. Product List
C. Maintain Product list in Opportunity
D. Maintain Product list in configuration

57. What are Activity Lists

A. Activities
B. Activity type
C. Grouping of Activities of a certain type
D. Activity Types maintained for an account

58. What information is captured when creating a Task

A. Subject
B. Category
C. Priority
D. Mandatory flag

59. What information is captured when creating a Visit

A. Account
B. Owner
C. Start Time
D. Organizer

60. What is the information entered in a sales target plan

A. Sales Unit
B. Horizon
C. Plan Currency
D. Planning Dimensions

61. what information is not entered in a sales forecast

A. Opportunity Type
B. Account
C. Currency
D. From year

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 62. What information is entered when creating a price list
A. Name
B. Date Range
C. Currency
D. Products

63. how is Price list determined in the system

A. Released Price lists are determined
B. Saved Price lists are determined
C. Account Price list
D. Opportunity Price lists are determined

64. Which of the following functionalities are enabled for Quotation

A. Pricing
B. Available to Promise
C. Free Goods
D. Configurable Products

65. How to Assign an activity to a specific user

A. Workflow Rules
B. ERMS
C. Routing rules
D. Not allowed

66. Which of the features are enabled when Sales Planning is added in the scoping
A. Communication for Sales Planning
B. Reporting Analytics
C. Data Sources for measuring Sales Revenue
D. Marketing Planning

67. How do you configure email channel in C4C

A. Adding the scope of email channels for Corporate accounts
B. Maintain Service Request for Incoming Emails
C. Adding the scope of Email channels for individual customers
D. Adding e-mail Domains

68. how do you set up Service request for inbound email

A. Email Channel setup for inbound email
B. ERMS
C. Routing Rules
D. workflow

69. what information is relevant for creation of service levels

A. Reaction Times
B. Due date for Response
C. Operating Hours
D. Service Manager

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 70. What information is entered when registering a Product
A. Customer
B. Product
C. Serial ID
D. Warranty

71. What information is entered when creating a maintenance plan

A. Schedule Type
B. Ticket Template
C. Notes
D. Billing Period

72. What objects are created for a scheduled maintenance plan

A. Contract
B. Service Order
C. Case
D. Service Request

73. How do you enable Resource Scheduling in C4C

A. Scoping question
B. MRS Integration
C. Integrate Demands with MRS
D. Integrate Assignments with MRS

74. How do you configure resource scheduler

A. Add work center Lean_SCH_WCF to users
B. Use Lean_SCH_WCF Business Role
C. Available only for Administrators
D. Not allowed

75. Which information in the Service Ticket is used to determine the Technician
A. Scheduling Relevant Flag
B. Additional Information section
C. Ticket status to Requires work
D. Release item for scheduling

76. What features are available in the Resource Scheduler

A. Demands
B. Assignment of Demand to Technician
C. Calendar view
D. Existing Assignments

77. How do you enable Time recording in Tickets

A. Scoping question to add time recording
B. Add Work center COD_SEOD_TR_WCFP to users
C. Add Work center COD_SEOD_TR_WCFP to Business Roles
D. Default Config

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 78. What information is maintained when creating a time entry
A. Time type
B. Date
C. Notes
D. Duration

79. How do you enable Service contracts in C4C

A. Enable Scoping for Contract management
B. Add Work center Contract_WCF to users
C. Enable Scoping for Entitlement
D. Default Configuration

80. What information is maintained when creating a contract

A. Signed Date
B. Customer
C. Service Level
D. Status

81. How do you specify the equipment in a contract

A. Via Product id
B. via serial number
C. Installed Base id
D. Installation Point ID

82. Contract is determined in a ticket only when it is

A. exist in the system and valid on the date
B. Product is in the covered objects
C. Contract is active
D. All the above

83. How do you enable Response Templates

A. Add work center COD_SEOD_Template_WCVIEW to users
B. Add Work center TEMPLATES
C. Maintain Dynamic fields
D. All the above

84. What information is maintained on a work ticket

A. Services
B. Parts
C. Expenses
D. Time

85. What are the ECC Transactions triggered for a work ticket
A. Billing Request
B. Goods Issue
C. Advance Shipment
D. CATS

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 86. What are the installed base item categories available in the system
A. Product
B. Registered Product
C. Text
D. Installation Point

87. Actions are available to change the status of an installed base

A. Activate
B. Block
C. Obsolete
D. Dismantled

88. What information can be maintained on the installed base item

A. Warranty
B. Location
C. Customer
D. Contract

89. What are the criteria to enable Pricing in the service ticket
A. Make ticket type relevant for Pricing
B. Make ticket Item processing code relevant for Pricing
C. Maintain Contract
D. Maintain Prices for the product

90. What are the invoicing methods available for Service Ticket
A. Fixed Price
B. Time and Material
C. Not Relevant
D. Free

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