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Microsoft CRM Dynamics 2013 > Official Questions > Flashcards

Official Questions Flashcards

1
Q

Which of the following are deployment options for Dynamics CRM?
A. On-Premise
B. Cloud
C. Partner Hosted
D. All of the Above

A

D. All of the Above

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2
Q

In which functional area would you plan and budget for a Campaign?
A. Service
B. Accounts
C. Marketing
D. Sales

A

C. Marketing

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3
Q

Which of the following is not a CRM functional area?
A. Sales
B. Service
C. Marketing
D. Competitors

A

D. Competitors

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4
Q

To open a new blank record or activity from the navigation bar, you should click on which of the following?
A. Sales
B. Create
C. Microsoft Dynamics CRM
D. Settings

A

B. Create

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5
Q

Which of the following is not an out-of-the-box Activity?
A. Appointment
B. Task
C. E-Mail
D. Opportunity

A

D. Opportunity

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6
Q

Files can be attached to which of the following?
A. Processes
B. Entities
C. Fields
D. Records

A

D. Records

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7
Q

What is the social media aspect of Dynamics CRM?
A. Yammer
B. Opportunities
C. Advanced Find
D. Connections

A

A. Yammer

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8
Q

Which of the following formats are not able to be imported into Dynamics CRM?
A. .xml
B. .xls
C. .zip
D. .csv

A

B. .xls

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9
Q

Views are lists of what?
A. Records
B. Processes
C. Deployment Options
D. Entities

A

A. Records

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10
Q

When qualifying a Lead, which of the following entities cannot be created from the qualified Lead? (Choose Two)
A. Contact
B. Opportunity
C. Account
D. Marketing List

A

B. Opportunity D. Marketing List

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11
Q

Which of the following entities are used to track customer issues?
A. Cases
B. Settings
C. Campaigns
D. Roles

A

A. Cases

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12
Q

What are used to model business different business processes in Dynamics CRM?
A. Processes
B. Settings
C. Activities
D. Reports

A

A. Processes

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13
Q

Which of the following entities cannot be added to a Marketing List?
A. Opportunities
B. Accounts
C. Contacts
D. Leads

A

A. Opportunities

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14
Q

A salesperson works with a set of accounts in several cities and would like to see a list of these accounts in Microsoft Dynamics CRM. What should the salesperson do?
A. Use quick find
B. Add the accounts to a marketing list
C. Create a report with the Report Wizard
D. Create a saved view

A

D. Create a saved view

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15
Q

Advanced Finds can be saved.
A. True
B. False

A

A. True

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16
Q

When using Quick Find, what records are searched?
A. Only records in the current View
B. All records owned by the current user
C. Every record in the system
D. All records in the current Business Unit

A

A. Only records in the current View

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17
Q

To which of the following file types can records NOT be exported?
A. Dynamic PivotTable
B. Dynamic Worksheet
C. Static Worksheet
D. Comma Separated Values

A

D. Comma Separated Values

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18
Q

Only Administrators can create Dashboards.
A. True
B. False

A

B. False

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19
Q

Which of the following is the basic record type in service management and also represents a single incident of service?
A. Cases
B. Tickets
C. Activities
D. Service Objects
E. Queues

A

A. Cases

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20
Q

Which of the following is a repository of articles that is used to help customer service representatives resolve cases?
A. Contract Library
B. Content Library
C. Knowledge Tree
D. Knowledge Base
E. Service Desk

A

D. Knowledge Base

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21
Q

Which of the following is used as hierarchical list of subjects an organization can use to classify service cases and other records in Microsoft Dynamics CRM?
A. Contracts Queue
B. Product Catalog
C. Subject Tree
D. Knowledge Base Articles
E. Knowledge Base

A

C. Subject Tree

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22
Q

Which activity can be created when the Resolve Case functionality is used in Microsoft Dynamics CRM?
A. Case Resolution
B. Customer Support
C. Queue Item
D. Close Case
E. Contract Line

A

A. Case Resolution

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23
Q

Which of the following can be used to specify how many support services a customer can have?
A. Customer Records
B. Goals
C. Support Queues
D. Activities
E. Contracts

A

E. Contracts

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24
Q

Which of the following fields are required to save a case record?
A. Case Type
B. Telephone Call
C. Subject
D. Customer

A

D. Customer

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25
Q

Which of the following is true about 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. Any case record can be canceled.
D. Case records can never be deleted.

A

B. Case records can only be canceled if there are no open activities.

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26
Q

If a case is resolved, reactivated, and then resolved again, of the following which are true?
A. History items for the case will include only one case resolution activity.
B. History items for the case will include two case resolution activities.
C. One case resolution activity will have a status of canceled, and another will have a status of completed.
D. The single case resolution activity will have a status of canceled.

A

B. History items for the case will include two case resolution activities.

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27
Q

What is the best way to indicate a customer is being billed for less time than the actual time that is required to resolve a case?
A. When the case is resolved, enter how much time to bill in the Billable Time field.
B. Use the Notes field on the case record.
C. When the case is resolved, enter how much time to bill in the Total Time field.
D. When the case is resolved, use the Description field to indicate this.

A

A. When the case is resolved, enter how much time to bill in the Billable Time field.

28
Q

Which of the following are true about the maintenance of Knowledge Base articles?
A. Article templates can be deleted if there are no articles based on the article templates.
B. Article templates can be deleted at any time.
C. Article templates can be deactivated at any time.
D. Article templates can only be deactivated if there are no articles based on the article templates.

A

A. Article templates can be deleted if there are no articles based on the article templates.

29
Q

Whether a user is working in the knowledge base, the case, the CRM email activity, or the Outlook client, an article can be inserted into the body of the email message and shared with contacts, leads, or accounts or other users.
A. True
B. False

A

A. True

30
Q

Which of the following are true about searching the Knowledge Base?
A. Knowledge Base articles can be searched from the Workplace and from a case record’s form.
B. Published and Unapproved articles appear in search results for system administrators. However, these articles do not appear in search results for any other users.
C. Knowledge Base articles can be searched from the form and they can be associated with both case and opportunity records.
D. Only Knowledge Base articles with a status of Published appear in search Knowledge Base search results.

A

A. Knowledge Base articles can be searched from the Workplace and from a case record’s form.

31
Q

Which of the following are valid status values for Knowledge Base articles?
A. Draft, Submitted, Published
B. Draft, Unapproved, Published
C. Draft, Unapproved, Published, Inactive
D. Draft, Unpublished, Deleted, and Published

A

B. Draft, Unapproved, Published

32
Q

Which of the following is true about the knowledge base?
A. By default, all users can search the knowledge base and only users who have sufficient permissions can maintain templates and publish articles.
B. By default, all users can search the knowledge base and only system administrators can publish articles.
C. By default, all users can search the knowledge base and publish articles.
D. Only customer service representatives and CSR managers can access the knowledge base.

A

A. By default, all users can search the knowledge base and only users who have sufficient permissions can maintain templates and publish articles.

33
Q

Which button in the Command Bar must be used to let someone else work on an item?
A. Release
B. Reassign
C. Reroute
D. Remove
E. Share

A

A. Release

34
Q

By default, for which of the following will Microsoft Dynamics CRM create a new queue?
A. Support Case
B. Support Group
C. Activity
D. User and Team
E. Incident

A

D. User and Team

35
Q

When routing a queue item, a copy of the original queue item will be displayed in the Queue Item Details.
A. True
B. False

A

B. False

36
Q

Which of the following are true of contracts and contract lines?
A. Contract lines can be added to active and draft contracts. However, contract lines cannot be added to contracts that are on hold.
B. An active contract can be copied. However, the contract lines for the active contract cannot be copied to the new contract.
C. When a case is resolved against an incident-based contract, a single case is deducted from the remaining allotment.
D. A single contract can have contract lines with different allotment types.

A

A. Contract lines can be added to active and draft contracts. However, contract lines cannot be added to contracts that are on hold.

37
Q

Which of the following is true about how the resolution time is determined when a case is being resolved?
A. The resolution time is not calculated because this cannot be performed.
B. The resolution time is calculated by the built in service timer.
C. A sum of all the closed activities is provided.
D. A sum of all the open and closed activities is provided.
E. The resolution time is manually entered by the user’s manager.

A

C. A sum of all the closed activities is provided.

38
Q

Which of these functions are not provided by contracts?
A. Designated resource allocation for representatives who provide the service
B. Quick access for customer service representatives to service agreement details
C. Attachments to Customer Service Cases – this lets the case be automatically deducted from the Contract
D. Effective tracking for customer service agreements

A

A. Designated resource allocation for representatives who provide the service

39
Q

Which of the following is not an allotment type that is available for contracts and contract templates?
A. Budgeted dollar amount
B. Coverage dates
C. Time
D. Number of cases

A

A. Budgeted dollar amount

40
Q

Which of the following statements is true about Goal Management?
A. Goals can be defined for most record types in Microsoft Dynamics CRM and for both fiscal periods and custom periods.
B. It can only be used for currency fields. Therefore, it is mainly useful for sales management.
C. A goal record must always have rollup fields that are defined for the calculated Actual field and the In-Progress field.
D. Goals can only be defined for fiscal periods.

A

A. Goals can be defined for most record types in Microsoft Dynamics CRM and for both fiscal periods and custom periods.

41
Q

Which of the following statements is true about Charts and Dashboards?
A. Dashboards can only include charts.
B. Most charts support drill-down features, and these features can be used to filter data sets.
C. Only charts that are displayed by using a dashboard support drill-down features.
D. By default, all users can create personal charts and dashboards.

A

D. By default, all users can create personal charts and dashboards.

42
Q

Which of the following statements is not true about the Case Summary Table report?
A. Column and row headings can be dragged and dropped just as in Microsoft Office Excel Pivot Tables.
B. Vertical Groups group cases by category on the left side of the report, and Horizontal Groups display category groups across the top of the report.
C. Two levels of grouping for both columns and rows are provided.
D. Summary metrics including the number of cases and the percentage of total cases by category are displayed.

A

A. Column and row headings can be dragged and dropped just as in Microsoft Office Excel Pivot Tables.

43
Q

Which of the following statements is true about Goal Management?
A. Goal records are automatically recalculated as soon as a participating record is updated.
B. Goal records must be recalculated on an as-needed basis to reflect changes in participating records.
C. Target, Actual and the In-Progress fields are all calculated.
D. Target is a manually entered field, and the Actual field and the In-Progress field are both calculated.

A

D. Target is a manually entered field, and the Actual field and the In-Progress field are both calculated.

44
Q

Which of the following are benefits of resource groups?
A. Lets organizations create, organize and manage workforce and facilities/equipment.
B. Create a dynamic grouping of resources.
C. Lets organizations enforce skill set standards.
D. Account, contact and lead records can be shared with resource groups.

A

A. Lets organizations create, organize and manage workforce and facilities/equipment.

45
Q

When users are created, what business closure information is linked to them?
A. The business unit that is associated to the users.
B. The team that is associated to the users.
C. None.
D. The site that is associated to the users.
E. The resource group that is associated to the users.

A

C. None.

46
Q

Which of the following would be configured when an organization wants to provide the scheduling engine levels of the resources that are required and the level for these resources?
A. Personal time
B. Work hours
C. Capacity
D. Billing rates

A

C. Capacity

47
Q

Which of the following are components of service scheduling that are used to track information about users, tools, equipment, rooms, and vehicles that can be scheduled for specific services?
A. Resources
B. Selection rules
C. Capacity
D. Automatic scheduling performed by workflows

A

A. Resources

48
Q

Which of the following records can a Lead not be converted to?
A. Opportunity
B. Account
C. Competitor
D. Contact

A

C. Competitor

49
Q

Which of the following is a set of prices that are charged for the product under certain circumstances?
A. Discount List
B. Units of Measure
C. Products
D. Quote
E. Price List

A

E. Price List

50
Q

What is an Opportunity?
A. Equivalent to a Lead
B. Promise of purchase by a customer
C. Potential sale
D. Record created after a quote is prepared

A

C. Potential sale

51
Q

Which of the following records in Microsoft Dynamics CRM is used to inform potential customers about products and prices?
A. Lead
B. Sales Literature
C. Products
D. Order
E. Quote

A

E. Quote

52
Q

A potential customer is defined as which of the following in Microsoft Dynamics CRM?
A. Customer
B. Account
C. Contact
D. Opportunity
E. Lead

A

E. Lead

53
Q

Which of the following records represents a potential sale in Microsoft Dynamics CRM?
A. Opportunity
B. Lead
C. Competitor
D. Sales Literature

A

B. Lead

54
Q

It is possible to attach a sales literature document to an Email.
A. True
B. False

A

A. True

55
Q

Is the use of Leads required for the sales process?
A. Yes
B. No

A

A. Yes

56
Q

Opportunity records with status values of either Won or Lost are read only.
A. True
B. False

A

A. True

57
Q

Which of the following is required to create an opportunity?
A. Marketing list
B. Customer
C. Lead
D. Competitor

A

B. Customer

58
Q

Which of the following are benefits of using the product catalog?
A. You can associate price lists with campaigns and automatically pre-fill campaign opportunities with the same price list.
B. You can use system-calculated pricing and automatically generate quotes from opportunities.
C. You can apply different price lists to opportunities and quotes and see their impact on opportunity or quote totals.
D. You can no longer adopt user-provided pricing.

A

B. You can use system-calculated pricing and automatically generate quotes from opportunities.

59
Q

Which one of the following tasks is NOT required when creating a product catalog?
A. Setting up contract templates
B. Setting up unit groups
C. Setting up price lists
D. Setting up products

A

A. Setting up contract templates

60
Q

What defines the various measurements in which a product is available or packaged?
A. Base unit
B. Discount lists
C. Primary units
D. Unit groups

A

D. Unit groups

61
Q

What status must a quote have for changes to be made?
A. Draft
B. Update
C. Active
D. Initial

A

A. Draft

62
Q

Which of the following are true regarding Microsoft Dynamics CRM goals?
A. In-progress and actual values are calculated fields that must be manually recalculated to reflect changes in the underlying data.
B. A Goal Metric record specifies the record type a goal is for as well as its owner and time period.
C. A Goal Metric record specifies the record type a goal is defined for and the status values that roll up to in-progress and actual values.

A

A. In-progress and actual values are calculated fields that must be manually recalculated to reflect changes in the underlying data.

63
Q

After goal metrics are defined, which of the following are created to contain more specific information?
A. Target Value
B. Goals
C. Fiscal Period
D. Rollup Query

A

B. Goals

64
Q

Goals are required to have a Parent Child goal.
A. True
B. False

A

B. False

65
Q

You can edit Fiscal Period settings.
A. True
B. False

A

A. True

66
Q

Which of the following are not available to add to a dashboard directly through the Microsoft Dynamics CRM interface?
A. Web resources
B. Charts
C. IFrames
D. Other dashboards
E. Advanced Find views

A

D. Other dashboards

Microsoft CRM Dynamics 2013 (2 decks)

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