CRM2007 Service-3 © Copyright IBM Corporation 2008

ANSWER KEY

CRM 2007 Service-3

1. In the CRM system, In-house repair orders can be created –

a.
b.
c. Both a and b

2. A reference object needs to be created for the product that is to be

repaired. This reference object is created at the–
a.
b. Item Level

3. Which of the following can be reference objects for in-house repair?

a.
b.
c.
d.
e. All of the above

4. The reference object is used to determine if a warranty exists for in

house repair.
a. True
b.

5. What is e-service?
Customer self service via internet

6. Of the functionalities listed below, which is not offered by e-service?

a.
b.
c.
d.
e. Account Management

7. For SAP CRM, In-House repair solution Loan device delivery is created
in:
a.
b. ECC system
c. Any other backend ERP system

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CRM2007 Service-3 © Copyright IBM Corporation 2008

8. A Quality Notification can be triggered (via actions)…

a.
b.
c. For both of them

9. A quality notification can be created in the ECC system using

replication.
a. True
b.

10. In-house repair order is visible in the document flow of quality

notification created in the ECC system.
a. True
b.

11. In an e-service scenario, a customer can add not items to a

complaint.
a.
b. False

12. In an e-service scenario, FAQ and Solution can be e-mailed.

a. True
b.

13. A Solution Database consists of Problem Types and Solutions.

a. True
b.

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