Application 61-70

Question 1

61. You are a support technician. You resolve an issue for a customer. You need to schedule a follow‐up with the customer in three weeks, before the next payroll. What should you do?

A. Create a case for the customer, and add it to a Queue.
B. Schedule an appointment or task from the case to follow up before the customer processes the next payroll.
C. Develop a workflow to reopen the case before the customer processes the next payroll.
D. Create a new case for the customer, and set the resolve by date before the customer processes the next payroll.

Answer 1

B. Schedule an appointment or task from the case to follow up before the customer processes the next payroll.

Question 2

62. Your company’s support process has the following two business requirements:
    • New cases that are marked as high priority automatically move to an escalation stage when first opened.
    • New cases with no priority move to the research stage.
    What should you configure to meet these business requirements?

A. Two business process flows
B. Branching business process flow
C. Real‐time workflow process
D. Branching business rules

Answer 2

B. Branching business process flow

Question 3

63. Your customer service team often receives support calls for the same issue from multiple customers. You decide to use the parent‐child hierarchy feature so that cases can be related, but the cases must continue to be resolved independently. You need to configure the parent and child case settings for your organization. What should you do?

A. Ensure that the cascade closure preference is not set,
B. Choose Don’t allow parent case closure until all child cases are closed.
C. Choose Close all child cases when parent case is closed.
D. Include the resolve by attribute in the inherited attributes.

Answer 3

A. Ensure that the cascade closure preference is not set,

Question 4

64. What can be classified by using the subject tree?

A. Opportunities
B. Accounts
C. Leads
D. Cases

Answer 4

D. Cases

Question 5

65. You are a sales representative at a trade show. A trade show attendee leaves a business card at your company’s booth. You need to enter the attendee’s information into Microsoft Dynamics CRM for the sales team to qualify. Which record type should you create?

A. Contact
B. Account
C. Opportunity
D. Lead

Answer 5

D. Lead

Question 6

66. You own an opportunity but need to allow other users to view and edit it. What should you do?

A. Create a connection for a team, add the sales team role, and add the connection to the opportunity.
B. Add users to the access team on the opportunity.
C. Add users to the access team template.
D. Create a connection for each user, add the sales team role, and add the connection to the opportunity.

Answer 6

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

Question 7

67. 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?

A. Set the estimated budget.
B. Configure the exchange rate.
C. Use write‐in products.
D. Add a price list

Answer 7

D. Add a price list

Question 8

68. What is the purpose of the business process flow in the opportunity form?

A. To show other users who are collaborating on the opportunity
B. To provide a sales script for the salesperson to use when speaking to a potential customer
C. To show the current stage in the sales lifecycle
D. To enforce entry of mandatory fields

Answer 8

C. To show the current stage in the sales lifecycle

Question 9

69. You need to ensure that lead qualification is automated and occurs when a field on the Lead Form is set to a certain value. What should you do?

A. Switch the business process flow to set the status of the lead to qualified when the condition is met.
B. Create a business process flow that automatically sets the status of the lead to qualified when the condition is met.
C. Create a dialog that automatically sets the status of the lead to qualified when the condition is met.
D. Create a workflow that automatically sets the status of the lead to qualified when the condition is met.

Answer 9

D. Create a workflow that automatically sets the status of the lead to qualified when the condition is met.

Question 10

70. A staff member at your client organization sends you an email message, inquiring about a product that the client might buy. After you track the email message, what should you do?

A. Convert the email message to the opportunity.
B. Convert the email message to an account and contact.
C. Create a quote, and link the email message to the quote.
D. Create an order, and link the email message to the order.

Answer 10

A. Convert the email message to the opportunity.