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Microsoft Dynamics CRM Application

Question No: 31

You are a marketing specialist. You receive an email message from a prospective client who was referred to your company by a current client.

You need to add the client to Microsoft Dynamics CRM so that a salesperson can follow up with the potential client.

After tracking the email message, what should you do?

  1. Convert the email message to an opportunity, and assign it to a salesperson.

  2. Convert the email message to a lead, and assign it to a salesperson.

  3. Create a task, and set the Regarding field to the existing customer who referred the potential client.

  4. Create a new account for the potential client and assign a follow-up phone call activity to a salesperson.

Answer: B Explanation:

Ref: https://msdn.microsoft.com/en-gb/library/gg328442.aspx

Question No: 32

You need a dashboard that shows your cases only. Which dashboard should you use?

  1. Customer Service Operations

  2. Customer Service Representative

  3. Customer Service Performance

  4. Sales Performance Dashboard

Answer: B

Question No: 33

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?

  1. Switch the business process flow to set the status of the lead to qualified when the condition is met.

  2. Create a business process flow that automatically sets the status of the lead to qualified when the condition is met.

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

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

Answer: D

Question No: 34

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?

  1. Create an entitlement with two service level agreements (SLAs) for each type of support.

  2. Create an entitlement, and link to two cases for each type of support. OC

  3. Create an entitlement, with two entitlement channels for each type of support.

  4. Create an entitlement, and link to two templates for each type of support.

Answer: C Explanation:

Ref: http://inogic.com/blog/2014/06/entitlements-in-dynamics-crm-2013-spring-release/

Question No: 35

You create a new case that includes a service level agreement (SLA). You place the case on hold because you need to wait for additional information from the customer.

What is the status of the SLA key performance indicator (KPI) instance record related to the case?

  1. Failed

  2. In progress

  3. On hold

  4. Paused

Answer: D Explanation:

Ref: http://www.microsoft.com/en-us/dynamics/crm-customer-center/define-service-level- agreements-slas.aspx

Question No: 36

Your company#39;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#39; needs.

Which common business scenario in Microsoft Dynamics CRM does this sequence of events depict?

  1. Creating contacts

  2. Supporting customers

  3. Lead qualification

  4. Creating quotes

Answer: C

Question No: 37

You create a new user.

Which record will Microsoft Dynamics CRM automatically create for the user?

  1. Queue

  2. Account

  3. Contact

  4. Team

Answer: A

Question No: 38

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?

  1. Cases for email from unknown senders

  2. Automatic email response to customer on case creation

  3. Cases for activities associated with a resolved case

  4. Cases if a valid entitlement exists for the customer

Answer: A Explanation:

Ref: http://www.microsoft.com/en-us/dynamics/crm-customer-center/automatically-create- a-case-from-an-email.aspx

Question No: 39

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?

  1. Enter products into the Lead Form.

  2. Close the lead as won.

  3. Qualify the lead.

  4. Activate the lead.

Answer: C Explanation:

Ref: http://msdn.microsoft.com/en-gb/library/gg328442.aspx

Question No: 40

Your customer wants to purchase 1,000 units of your best-selling product. Which type of record in Microsoft Dynamics CRM should you create?

  1. Quote

  2. Order

  3. Opportunity

  4. Invoice

Answer: A Explanation:

Ref: http://msdn.microsoft.com/en-gb/library/gg328015(v=crm.6).aspx

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