Download Dynamics CRM functional questions and more Exams Customer Relationship Management (CRM) in PDF only on Docsity!
Technology: Dynamics 365 Duration:20 mins Questions: 25
Topic: Sales and Customer Service
Q1: Which of the following records represents a potential sale in Microsoft Dynamics CRM?
[A] Competitor B] Lead [C] Opportunity [D] Sales Literature
Q2: Which of the following can be converted to a Contact?
[A] Account [B] Competitor [C] Lead [D] Opportunity
Q3: True or false: You can attach a sales literature document to an email?
[A] True [B] False
Q4: True or false: Opportunity records with status values of either Won or Lost are read only?
[A] True
[B] False
Q5: The organization associated with a closed opportunity has changed its mind and has expressed interest in doing business with your company. How should this potential sale be recorded in Microsoft Dynamics CRM?
[A] Assign the closed opportunity to a sales representative. [B] Create a new opportunity
[C] Delete the opportunity [D] Reopen the closed opportunity
Q6: Which of the following value is required to create an opportunity?
[A] Competitor [B] Customer [C] Lead [D] Marketing list
Q7: Which of the following records in Microsoft Dynamics CRM is used to inform potential customers about products and prices?
[A] Lead [B] Order [C] Products [D] Sales Literature [E] Quote
Q8: What must be created before a price list item can be created? Mark all that apply.
[A] Discount list [B] Price list [C] Product [D] Unit group
Q9: Which of the following are benefits of using the product catalog?
[A] With a product catalog, you can use system-calculated pricing and automatically generate quotes from opportunities.
[B] With a product catalog, you can apply different price lists to opportunities and quotes and see their impact on opportunity or quote totals.
[C] With a product catalog, you can no longer adopt user-provided pricing.
[D] With a product catalog, you can associate price lists with campaigns and automatically pre-fill campaign opportunities with the same price list.
Q10: Which one of the following tasks is NOT required to create a product catalog?
[A] Setting up price lists [B] Setting up products [C] Setting up unit groups
[D] Setting up contract templates
Q11: Which field must be populated before adding a line item to an opportunity?
[A] Account [B] Budget Amount [C] Price List [D] Purchase Process
Q12: What status must a quote have for changes to be made?
[A] Active [B] Inactive [C] Open [D] Draft
Q13: When creating a Lead, which type of information can you enter on the Main Lead form?
[A] Goals [B] Competitors [C] Additional addresses [D] Products
Q14: Which type of activity can you convert to a Lead?
[A] Task [B] Appointment [C] Email [D] Fax
Q15: When you qualify a lead, which two records will also be created?(Choose TWO)
[A] Account [B] Contract [C] Campaign Response [D] Opportunity
[E] Contact
Q16: Which field is required to create a new Opportunity record?
[A] Originating Lead [B] Customer [C] Topic [D] Contact
[E] Account
Q 17: The ________________ is a repository of articles used to assist customer service representatives in the resolution of cases.
[A] Content Library
[B] Contract Library
[C] Knowledge Base
[D] Knowledge Tree
[E] Service Desk
Q 18: Which of the following is true regarding the maintenance of Knowledge Base articles? Select all that apply.
[A] Article templates can be deleted at any time.
[E] A sum of all the open and closed activities.
Q 24: Which types of records can queues be used to manage.
[A] Activities
[B] Cases
[C] Leads
[D] All of the above
[E] Only Activities and Case
Q 25: To allow someone else to work on the queue item you should use the _________ button in the Command Bar.
[A] Reassign [B] Release [C] Remove [D] Reroute [D] Share
Q 26: Which two record types require a reference to the subject tree? Each answer presents part of the solution.(Choose TWO)
[A] Sales Attachments [B] Case Resolution Activity
[C] Cases [D] Sales Literature [E] Knowledge Base articles
Q 27: You review a Knowledge Base article. On the Article tab of the ribbon, which option is NOT in the Action group?
[A] Submit [B] Unpublished [C] Approve [D] Reject [e] Publish
Q 28: By default Microsoft Dynamics CRM creates a new Queue for every ___________.
[A] Activity [B] Incident [C] Support Case [D] Support Group [D] User and Team
Q 29: What is the best way to indicate a customer is being billed for less time than the actual time it took to resolve a case?
[A] Use the Notes field on the case record.
[B] When the case is resolved, enter the amount of time to bill in the Total Time field.
[C] When the case is resolved, enter the amount of time to bill in the Billable Time field.
[D] When the case is resolved, use the Description field to indicate this.
Q 30: Which of the following is true regarding case records?
[A] Case records can only be deleted if there are no open activities.
[B] Case records can only be canceled if there are no open activities.
[C] Case records can never be deleted.
[D] Any case record can be canceled.
