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Microsoft Dynamics CRM Application

Question No: 51

A customer calls and wants to make a purchase.

You need to record the phone call and the purchase in Microsoft Dynamics CRM. What should you do?

1. Create a phone call activity, convert it to an opportunity, and close the opportunity as won.

2. Create an opportunity, add a phone call activity, and then close the opportunity as won.

3. Create an order, and then add a phone call activity.

4. Create a phone call activity, and convert it to an order.

Answer: A Explanation:

Ref: http://crmbook.powerobjects.com/basics/activities/converting-activities/

Question No: 52

You want to use Microsoft Dynamics CRM to compile a repository of competitor information for your sales team.

You create a competitor record and enter your competitor#39;s strengths and weaknesses.

Which two items can you directly associate with the competitor? Each correct answer presents a complete solution. Choose two.

1. Sales literature

2. Price lists

3. Accounts

4. Products

Answer: A,D Explanation:

Ref: http://msdn.microsoft.com/en-gb/library/gg334641(v=crm.6).aspx

Question No: 53

You own an opportunity but need to allow other users to view and edit it.

What should you do?

1. Create a connection for a team, add the sales team role, and add the connection to the opportunity.

2. Add users to the access team on the opportunity.

3. Add users to the access team template.

4. Create a connection for each user, add the sales team role, and add the connection to the opportunity.

Answer: B Explanation:

Ref: http://www.magnetismsolutions.com.au/blog/paulnieuwelaar/2013/09/12/configure- access-teams-in-dynamics-crm-2013

Question No: 54

Which three items can you add to a closed opportunity? Each correct answer presents a complete solution. Choose three.

1. Competitor

2. Product

3. Task

4. Note

5. Description

Answer: A,C,D

Question No: 55

You need to create a dashboard that will include an external website. Which component should you add?

1. Quick view

2. Sub-grid

3. IFRAME

4. Web resource

Answer: C Explanation:

Ref: http://www.xrm.com/aboutus/press/newsletter-12-2013/quick-tip-creating-a- dashboard.aspx

Question No: 56

You want to track your interactions with an organization. Which type of customer record should you create?

1. Activity

2. Account

3. Contact

4. Lead

Answer: B Explanation:

Ref: http://msdn.microsoft.com/en-gb/library/gg309704.aspx

Question No: 57

You view the service calendar with the resource view applied. You notice a box with the number two in it.

What does this information identify?

1. The service activities need to be scheduled,

2. The resources are assigned to the same service activity.

3. The service activity was rescheduled twice.

4. The service activities on the schedule are conflicting.

Answer: D

Question No: 58

You create a chart on your personal dashboard. The chart displays the service technician#39;s monthly goals for case resolution.

You need to make this chart available on another dashboard. What should you do?

1. In the other dashboard, select the existing chart.

2. Export the chart. Import the chart into Charts under the case entity. Go to the dashboard entity, and add the chart to the dashboard.

3. Share the chart from your personal dashboard to the case entity, and add the chart to the system service dashboard.

4. Share the chart from your personal dashboard to the system service dashboard.

Answer: B

Question No: 59

You are the team lead in a large call center.

You want to know the originating source for the majority of your team’s cases. You need a report that includes the following information:

->The number of cases each of your team members owns by Origin (Phone, Email, Web)

->The percentage of cases owned as a proportion of total cases by Origin

Which report should you use?

1. Service Analysis Report

2. Customer Service Maintenance Report

3. Neglected Cases

4. Case Summary Table

Answer: D Explanation:

Ref: http://www.microsoft.com/en-us/dynamics/crm-customer-center/case-summary-table- report.aspx

Question No: 60

Employees in your organization create opportunities in Microsoft Dynamics CRM by using various currencies.

You need a report that uses the company#39;s base currency to show the value of all open opportunities.

What should you do?

1. Create a report that displays the organization#39;s base currency value for each opportunity.

2. Add a field to the opportunity entity to convert and store the base currency value for each one, and create a report to show the opportunities with the base value.

3. Create a report that converts the value of each open opportunity to the organization#39;s base currency.

4. Export all open opportunities to Microsoft Excel, and add a formula that converts the value of each opportunity to the organization#39;s base currency.

Answer: A

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