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NO.1 SAP ERP material master data can be loaded into SAP CRM product master data using CRM
Middleware.
What Customizing is required before this can take place?
A. Material master classification
B. Item categories
C. Condition data
D. Base hierarchies
Answer: D
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NO.2 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?
Note: There are 2 correct answers to this question.
A. Knowledge article routing
B. Intent-driven interaction
C. Service-level workflows
D. Interactive scripting
Answer: B,D
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