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Microsoft Dynamics CRM Application

Question No: 1

You need to create a product in Microsoft Dynamics CRM. Which product catalog component is required?

  1. Price list item

  2. Unit group

  3. Price list

  4. Discount list

Answer: B Explanation:

Ref: http://www.microsoft.com/en-us/dynamics/crm-customer-center/create-a-product.aspx

Question No: 2

You lose an active opportunity and close it in Microsoft Dynamics CRM.

What are two results of closing the opportunity? Each correct answer presents part of the solution. Choose two.

  1. The opportunity is removed from the list of active opportunities.

  2. Notes and attachments associated with the opportunity are saved for future reference.

  3. All activities associated with the opportunity are automatically deactivated.

  4. The opportunity cannot be reactivated.

Answer: A,B

Question No: 3

A customer with an open opportunity selects one of your company#39;s competitors.

You need to change the status of this opportunity so that the opportunity no longer shows in Open Opportunities.

What should you do?

  1. Mark all activities on the opportunity as complete.

  2. Close the opportunity as lost.

  3. Change the estimated revenue to zero.

  4. Activate all draft quotes related to the opportunity.

Answer: B Explanation:

Ref: http://www.microsoft.com/en-us/dynamics/crm-customer-center/close-an-opportunity- as-won-or-lost.aspx

Question No: 4

You are the customer service manager of a call center and are performing a daily review of your team#39;s cases. A case record owned by a member of your team has a flag in the research stage of the business process flow.

What does this indicate about the case?

  1. The user is finished with that stage.

  2. The case is at this stage.

  3. The case is ready to close.

  4. There is a required field at this stage.

Answer: B Explanation:

Ref: http://crmmongrel.blogspot.co.uk/2013/10/business-process-flows-in-dynamics- crm.html

Question No: 5

You create a new entitlement.

What is the initial status of the entitlement?

  1. Active

  2. Waiting

  3. Created

  4. Draft

Answer: D

Question No: 6

You want to aggregate customer feedback from social websites in order to identify buying trends and customer opinions toward your company#39;s product.

Which tool should you use in Microsoft Dynamics CRM?

  1. Microsoft Social Listening, in order to monitor social media channels

  2. Cases, in order to see and respond to negative social mentions

  3. Marketing Campaigns, in order to provide visibility to social feeds

  4. Activity feeds, in order to view interactions on the social pane

Answer: A Explanation:

Ref: http://technet.microsoft.com/en-us/library/dn659847.aspx

Question No: 7

Your company uses trucks to drive to customer sites and perform warranty work. Your company has a policy that each truck should remain in a specific region.

You need to configure Microsoft Dynamics CRM to meet these requirements.

What should you do?

  1. Create a territory for each region, a facility/equipment record for each truck, and link each truck to the relevant territory.

  2. Create a site for each region, create a facility/equipment record for each truck, and link each truck to the relevant site.

  3. Create a site for each region, and then link it to each service that is used to perform the warranty work.

  4. Create a territory for each region, and then link it to each service that is used to perform the warranty work.

Answer: B Explanation:

Ref: http://www.powerobjects.com/blog/2010/07/30/service-scheduling-in-dynamics-crm- part-1/

Question No: 8

You are a customer service representative. You receive an inbound request for support for a product support request.

You need to create a new case to document the request. What should you do?

  1. Use the quick view form to create the case.

  2. Create and close a phone call activity, and then convert it to a case.

  3. Create a lead, and convert it to a case.

  4. Use the quick create form to create a case.

Answer: D

Question No: 9

Your organization uses territories in Microsoft Dynamics CRM to manage sales.

You need to ensure that all sales managers and sales people are associated with the correct territories.

What should you do?

  1. Add a sales manager and the relevant sales people as members to each territory.

  2. Add a territory to each sales person#39;s record, and add the sales manager and territory to each opportunity record.

  3. Add the relevant sales people to each territory record, and make the sales manager the owner of the territory record.

  4. Add a sales manager to each territory record and to each sales person#39;s user record.

Answer: A Explanation:

Ref: http://technet.microsoft.com/en-us/library/dn531129(v=crm.6).aspx

Question No: 10

You are adding products to an opportunity.

You want to calculate the estimated revenue based on the products added. What should you do to enable this function?

  1. Set the estimated budget.

  2. Configure the exchange rate.

  3. Use write-in products.

  4. Add a price list

Answer: C

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