SAP : C_TCRM20_60 Questions & Answers

Last Updated: Jul 31, 2026

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SAP C_TCRM20_60 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Organizational Model and Master Data8-12%- Master Data Management
  • 1. Products
  • 2. Business partners
  • 3. Installed base and relationships
  • 4. Organizational model
Topic 2: Service Process12-16%- Service Management
  • 1. Complaints and returns
  • 2. Service requests
  • 3. Service orders
  • 4. Installed base support
Topic 3: Activities and Business Transactions8-12%- Transaction Processing
  • 1. Status management
  • 2. Business transaction framework
  • 3. Document flow
  • 4. Activity management
Topic 4: Pricing and Billing Integration8-12%- Pricing Concepts
  • 1. Conditions
  • 2. ERP integration
  • 3. Pricing procedures
  • 4. Billing integration
Topic 5: CRM Fundamentals and Architecture8-12%- CRM Basics
  • 1. Master data concepts
  • 2. CRM business scenarios
  • 3. CRM user interface and navigation
  • 4. SAP CRM architecture
Topic 6: Interaction Center8-12%- Customer Interaction Processing
  • 1. Interaction records
  • 2. Agent functions
  • 3. Business activity management
  • 4. Communication channels
Topic 7: Marketing Fundamentals8-12%- Marketing Processes
  • 1. Target groups
  • 2. Marketing planning
  • 3. Campaign management
  • 4. Business partners in marketing
Topic 8: Middleware and Integration12-16%- Data Exchange
  • 1. ERP integration
  • 2. CRM Middleware fundamentals
  • 3. Initial load and synchronization
  • 4. Mobile and external integration concepts
Topic 9: Sales Process12-16%- Sales Management
  • 1. Quotations
  • 2. Sales opportunities
  • 3. Sales orders
  • 4. Activities and follow-up documents
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