Application 31-40 contacts and cases

Question 1

32. You want to aggregate customer feedback from social websites in order to identify buying trends and customer opinions towards 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, order to provide visibility to social feeds.
    D) Activity feeds, in order to view interactions on the social pane.

Answer 1

A) Microsoft social listening, in order to monitor social media channels.

Question 2

33. Your companies marketing team attend the conference and collect business cards of attendees who do not already use your services. After the conference, the team enters information from the cards into Microsoft dynamics CRM. Your assign the record to the sales team so that the team can decide which products and services align with the attendees needs. Which calling buson scenario and Microsoft dynamics CRM does this sequence of events to depict? 
A) Creating contacts. 
B) Supporting customers. 
C) Lead qualification. 
D) Creating quotes.

Answer 2

C) Lead qualification

Question 3

34. 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 3

A) sales literature.

Question 4

35. You are the manager for all Microsoft dynamics CRM knowledgebase articles that the service management team submits. Team member submits an article to knowledgebase. 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 4

C) Approve it.

Question 5

36. You Identify and create a new case. Your service teams process requires that you hand the case off to another service representative for a solution by adding the case to the service representatives My Active Case system view. You need to ensure that the service representative sees the new case in this view. Which action should you perform on the case?
A) Switch process.
B) Share OC. 
C) Fellow. 
D) Assign.

Answer 5

D) assign

Question 6

31. You have a potential sale with the prospect that you met at a tradeshow. Enter the prospect as a lead in Microsoft CRM. How should you move the lead forward to track potential sale?
A) Enter products into the lead form. 
B) Close the lead as won 
C) Qualified to lead. 
D) Activate the lead.

Answer 6

C) qualified to lead.

Question 7

37. You are a customer service representative. You receive an inbound request for support for a product support request. You need to create a case to document the request. What should you do?

A) Use the quick view form to create the case.
B) Create and close a phone call activity, and then convert to a case.
C) Create a lead, and convert it to a case
D) Use the quick create form to create a case.

Answer 7

D) use the quick create form to create a case.

Question 8

38. You need to reactivate case you canceled two days ago in order to update the description. In which to Microsoft dynamics CRM system views will you find the case? It's correct answer presents a complete solution. Choose two
A) Recent cases. 
B) Active cases. 
C) Cases open in the last seven days. 
D) Resolved cases.

Answer 8

A) Recent cases.

C) Cases open in the last seven days.

Question 9

39. You complete your work on a queue item and want to allow others to work on it. What should you do?
A) save your changes to the queue item. 
B) Release the queue item. 
C) Route the queue item. 
D) Change the action to work on.

Answer 9

B) release the queue item.

Question 10

40. Your viewing the opportunity by status chart can want to see the records that have a status of open. What should you use on the chart pane?
A) Refresh chart. 
B) Drill down. 
C) Advanced find. 
D) Export chart.

Answer 10

B) Drill down