2015 Dynamics CRM MB2-704 Flashcards
You need a dashboard that shows your cases only. Which dashboard should you use?
A. Customer Service Operations
B. Customer Service Representative
C. Customer Service Performance
D. Sales Performance Dashboard
Answer: B. Customer Service Representative
You create a personal dashboard to help manage your service cases. You need to make the dashboard available to your coworker. What should you do?
A. Share the dashboard with your coworker.
B. Schedule the Dashboard to be Emailed as a Report.
C. Export the Dashboard to Excel, and share the Excel Workbook.
D. Copy and assign the dashboard as a system dashboard.
Answer: A. Share the dashboard with your coworker
You are the service desk manager for a large engineering firm. You want to track how many cases are resolved each month by each individual service technician. Which three items in Microsoft Dynamics CRM do you need to configure? Each correct answer presents part of the solution. (Choose three)
A. Goal metric
B. Goal
C. Rollup field
D. Target
E. Parent goal
Answer:
A. Goal Metrics
B. Goal
C. Rollup Field
Employees in your organization create opportunities in Microsoft Dynamics CRM by using various currencies. You need a report that uses the company’s base currency to show the value of all open opportunities. What should you do?
A. Create a report that displays the organization’s base currency value for each opportunity.
B. 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.
C. Create a report that converts the value of each open opportunity to the organization’s base currency.
D. Export all open opportunities to Microsoft Excel, and add a formula that converts the value of each opportunity to the organization’s base currency.
Answer: A. Create a report that displays the organization’s base currency value for each opportunity.
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’s strengths and weaknesses. Which two items can you directly associate with the competitor? Each correct answer presents a complete solution. (Choose two)
A. Sales literature
B. Price lists
C. Accounts
D. Products
Answer:
A. Sales literature
D. Products
You configure a connection to Microsoft Social Listening but cannot see social insights data in Microsoft Dynamics CRM. What should you do to make social insights visible in Dynamics CRM?
A. Ensure that each of your social listening search topics are assigned a category.
B. Configure social listening search topics and visuals.
C. In system settings, change the default setting for the Disable Social Engagement option.
D. Select the Reset Social Insights option to refresh the social insights data.
Answer:
C. In system settings, change the default setting for the Disable Social Engagement option.
Your customer wants to purchase 1,000 units of your best‐selling product. Which type of record in Microsoft Dynamics CRM should you create?
A. Quote
B. Order
C. Opportunity
D. Invoice
Answer: B. Order
You implement Microsoft Social Listening and connect it to your Microsoft Dynamics CRM organization. In which two locations within Dynamics CRM can you access social insights information? Each correct answer presents a complete solution. (Choose two)
A. Dashboards
B. Advanced find
C. Reports
D. Entity forms
Answer: A. Dashboards
D. Entity forms
You want to track your interactions with an organization. Which type of customer record should you create?
A. Activity
B. Account
C. Contact
D. Lead
Answer: B. Account
Your customer requests that deliveries be made on Thursdays only. You need to configure Microsoft Dynamics CRM to meet this requirement. What should you create?
A. A new site with a weekly schedule for Thursdays only
B. A new resource group linked to the service for the customer
C. Service preferences on the customer record
D. A business closure for every day except Thursday
Answer: C. Service preferences on the customer record
You create five new resources for various workers, each with a capacity of one. You create three new trucks in the facilities/equipment form, each with a capacity of two. Next, you create a new service and add a selection rule to include one from any site. You add a resource to the selection rule for one worker and a second resource for one truck. You then create one new service activity and use the schedule function to find available time slots. You need to identify which resources are available for scheduling. What should you identify?
A. One resource is available for the worker, and two resources are available for the truck.
B. Five resources are available for the worker, or three resources are available for the truck.
C. One resource is available for the worker, and one resource is available for the truck.
D. Five resources are available for the worker, or one resource is available for the truck.
Answer: C. One resource is available for the worker, and one resource is available for the truck.
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?
A. The service activities need to be scheduled,
B. The resources are assigned to the same service activity.
C. The service activity was rescheduled twice.
D. The service activities on the schedule are conflicting.
Answer: D. The service activities on the schedule are conflicting.
You are implementing Microsoft Dynamics CRM. Your company delivers training for customers on various topics. Not all trainers are capable of delivering all training classes. You need to ensure that each training service is associated with the required resource.
What should you create?
A. Selection rules
B. Service activities
C. Resource groups
D. Capabilities
Answer: A. Selection rules
An employee who you manage requests one week of paid vacation. You need to ensure that no work is assigned to this employee during that week. What should you create?
A. A service schedule
B. A service restriction
C. A time off record
D. A new weekly schedule
Answer: C. A time off record
You send a quote to a customer, who accepts the quote. You need to complete the sale and collect payment.
What should you do?
A. Convert the quote to an order, and convert the order to an invoice.
B. Close the quote as invoiced.
C. Close the quote as won.
D. Convert the quote to an invoice, and convert the invoice to an order.
Answer: A. Convert the quote to an order, and convert the order to an invoice.
You currently sell widgets individually. You now need to configure the product catalog to sell widgets in packs of 12. What should you configure?
A. Primary unit
B. Unit
C. Base unit
D. Unit group
Answer: D. Unit group
A customer with an open opportunity selects one of your company’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?
A. Mark all activities on the opportunity as complete.
B. Close the opportunity as lost.
C. Change the estimated revenue to zero.
D. Activate all draft quotes related to the opportunity.
Answer: B. Close the opportunity as lost.
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?
A. Create a phone call activity, convert it to an opportunity, and close the opportunity as won.
B. Create an opportunity, add a phone call activity, and then close the opportunity as won.
C. Create an order, and then add a phone call activity.
D. Create a phone call activity, and convert it to an order.
Answer: C. Create an order, and then add a phone call activity.
A customer purchases a widget at retail price. Another customer purchases the same product at wholesale price. What should you create to enable both customers to pay the correct amount?
A. One retail and one wholesale price list
B. One retail and one wholesale product
C. One retail price list with two product price list items
D. One retail price list and one discount list
Answer: A. One retail and one wholesale price list
The call center handles many types of support calls. Cases for customers requesting account balance information must be routed to a queue for the accounting department. You need to set up a queue for these types of requests. Which two actions should you perform? Each correct answer presents part of the solution. (Choose two)
A. Assign a security role to the queue.
B. Choose public as the type.
C. Assign members to the queue.
D. Choose private as the type.
Answer:
C. Assign members to the queue.
D. Choose private as the type.
You create a case for a customer who requests assistance. You need to find a Frequently Asked questions document in Microsoft Dynamics CRM and email it to the customer. In which location should you look for the document?
A. Knowledge Base
B. Microsoft SharePoint
C. Sales literature
D. Marketing list
Answer: A. Knowledge Base
Your organization uses business process flows to help users complete their cases. You want the stage of a business process flow to automatically change when a field value is set to research complete. What should you add?
A. Business rule
B. Branch
C. Workflow
D. Conditional step
Answer: B. Branch
The service desk frequently receives email requests directly from contacts that are not currently in Microsoft Dynamics CRM. You need to configure an automatic case creation rule to ensure that these requests are not overlooked. Which option should you select in the case creation rule?
A. Cases for email from unknown senders
B. Automatic email response to customer on case creation
C. Cases for activities associated with a resolved case
D. Cases if a valid entitlement exists for the customer
Answer: A. Cases for email from unknown senders
Your company’s support team is handling all inbound requests for support for a new product. You want to configure Microsoft Dynamics CRM so that phone calls and email messages regarding the new product are held until a team member with expertise on the new product is available. The phone calls and email messages need to be assigned in the order in which they were received. Which feature should you use?
A. Resolution activities
B. Service level agreements
C. Queues
D. Scheduling modules
Answer: C. Queues
A customer can use 80 hours of phone support and 20 hours of email support, according to the agreement you set up with this customer. You need to configure an entitlement. What should you do?
A. Create an entitlement with two service level agreements (SLAs) for each type of support.
B. Create an entitlement, and link to two cases for each type of support.
C. Create an entitlement, with two entitlement channels for each type of support.
D. Create an entitlement, and link to two templates for each type of support.
Answer: C. Create an entitlement, with two entitlement channels for each type of support.
You need to configure Microsoft Dynamics CRM to use a special service level agreement (SLA) for selected customers. Which action should you perform?
A. Select the SLA in the cases for the selected customers.
B. Select the SLA in the entitlements for the selected customers.
C. Select the SLA and then use the Set as Default function.
D. Select the SLA on the customer account for the selected customers.
Answer: B. Select the SLA in the entitlements for the selected customers.
An entitlement for a customer has a status of Active. You need to make changes to the entitlement. What should you do before making the changes?
A. Renew the entitlement.
B. Deactivate the entitlement.
C. Click Edit in the Action pane.
D. Cancel the entitlement.
Answer: B. Deactivate the entitlement.
You plan to bulk import new case records. You do not want the service level agreement (SLA) to apply to the new cases. What should you do?
A. Set the Disable the SLAs system option.
B. Pause all SLAs.
C. Set the Ignore SLAs import option.
D. Deactivate all SLAs.
Answer: A. Set the Disable the SLAs system option.
You need to configure Microsoft Dynamics CRM so that only the authorized contacts associated with an account can call and use the entitlement. What should you do?
A. Add each contact to the case associated to the entitlement.
B. Configure a contact method on each contact.
C. Add each contact to the entitlement.
D. Mark each contact as Primary.
Answer: C. Add each contact to the entitlement.
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?
A. Add a sales manager and the relevant sales people as members to each territory.
B. Add a territory to each sales person’s record, and add the sales manager and territory to each opportunity record.
C. Add the relevant sales people to each territory record, and make the sales manager the owner of the territory record.
D. Add a sales manager to each territory record and to each sales person’s user record.
Answer: A. Add a sales manager and the relevant sales people as members to each territory.
You have a potential sale with a prospect that you met at a trade show. You enter the prospect as a lead in Microsoft Dynamics CRM. How should you move the lead forward to track the potential sale?
A. Enter products into the Lead Form.
B. Close the lead as won.
C. Qualify the lead.
D. Activate the lead.
Answer: C. Qualify the lead.
You want to aggregate customer feedback from social websites in order to identify buying trends and customer opinions toward your company’s product. Which tool should you use in Microsoft Dynamics CRM?
A. Microsoft Social Listening, in order to monitor social media channels
B. Cases, in order to see and respond to negative social mentions
C. Marketing Campaigns, in order to provide visibility to social feeds
D. Activity feeds, in order to view interactions on the social pane
Answer: A. Microsoft Social Listening, in order to monitor social media channels
Your company’s marketing team attends a conference and collects business cards of attendees who do not already use your services. After the conference, the team enters the information from the cards into Microsoft Dynamics CRM. You assign the records to the sales team so that the team can decide which products and services align with the attendees’ needs. Which common business scenario in Microsoft Dynamics CRM does this sequence of events depict?
A. Creating contacts
B. Supporting customers
C. Lead qualification
D. Creating quotes
Answer: C. Lead qualification
You need to add a product brochure to Microsoft Dynamics CRM so that users can send the brochure via email to potential customers. Which record type should you add the brochure to?
A. Sales literature
B. Competitor
C. Product
D. Marketing list
Answer: A. Sales literature
You are the manager for all Microsoft Dynamics CRM Knowledge Base articles that the service management team submits. A team member submits an article to Knowledge Base. What should you do to make the article available to the entire organization?
A. Submit it
B. Publish it.
C. Approve it.
D. Draft it.
Answer: C. Approve it.