Ms Dynamics Crm 2011 - Intro

Front 1

Which of the following sales tasks does MS Dynamics CRM support? (Choose all that apply.)
A. Qualifying leads
B. Managing opportunities
C. Managing inventory levels
D. Forecasting sales

Back 1

A. Qualifying leads
B. Managing opportunities

D. Forecasting sales

Front 2

Describe some of the features of the service functionality of MS Dynamics CRM.

Back 2

Service functions include tracking complaints or queries, recording entitlement to service, scheduling appointments, and a Knowledge Base.

Front 3

Your company has deployed MS Dynamics CRM and the client for Outlook has been installed. You open Outlook and see that you have an e-mail from a supplier that you would like to store in MS Dynamics CRM. What should you do?
A. Nothing. CRM is not meant for storing supplier correspondence.
B. On the Outlook e-mail form, click Track.
C. Open the supplier's CRM record, and copy and paste the e-mail into a note.
D. In Outlook, drag the e-mail into the CRM folders.

Back 3

B. On the Outlook e-mail form, click Track.

Front 4

Which of the following are true with regard to MS dynamics CRM security? (Select all that apply)
A. Privileges are determined by the Windows groups to which a user belongs.
B. Privileges are linked to a MS Dynamics CRM user record.
C. Privileges are defined by a security role.
D. Users can be assigned more than one security role.

Back 4

C. Privileges are defined by a security role.
D. Users can be assigned more than one security role.

Front 5

What is the purpose of the get started pane?

Back 5

The get started pane displays links to learning materials, such as videos, diagrams and articles, to help users understand the basic concepts and functionality of MS Dynamics CRM

Front 6

Match the following Items:
___1. Required to access MS Dynamics CRM.
___2. Used to enter data for a record.
___3. Record type used to store details of organizations.
___4. Example of a sales record
___5. Record type used to store details of people

A. User Account
B. Account
C. Contact
D. Lead
E. Form

Back 6

A. User Account__1. Required to access MS Dynamics CRM.
E. Form___2. Used to enter data for a record.
B. Account__3. Record type used to store details of organizations.
D. Lead__4. Example of a sales record
C. Contact__5. Record type used to store details of people

Front 7

Which of the following describes how accounts and contacts are stored in MS Dynamics CRM? (Choose all that apply.)

1. A contact must be associated with an account.

2. A contact can have more than one parent account.

3. Accounts can be linked to other accounts using connections.

4. An account can be parented to another account.

Back 7

3. Accounts can be linked to other accounts using connections.

4. An account can be parented to another account.

Front 8

You need to record the details of a company in MS Dynamics CRM that has several field offices and a head office. You need to report on sales activity by each field office. How should you record the data?

A. Create an account for the head office and then add the field offices using More Addresses.

B. Create an account for the head office and an account for each field office.

C. Create an account for the head office, and add each field office as a sub-account.

D. Create an account for the head office and an account for each field office. Link each field office to the head office using connections.

Back 8

C. Create an account for the head office, and add each field office as a sub-account.

Front 9

You need to record the details of a consultant in MS Dynamics CRM. The consultant works for a number of organizations in a variety of roles. What would you do? (Choose all that apply)

A. Add the consultant as a contact to each organization.

B. Add the consultant as a contact. Link the contact to each organization using a connection.

C. Add the consultant as an account record. Make the account record a sub-account of each organization.

D. Add the consultant as a contact. Link each organization to the contact using a connection.

Back 9

B. Add the consultant as a contact. Link the contact to each organization using a connection.

D. Add the consultant as a contact. Link each organization to the contact using a connection.

Front 10

List the activity types available in MS Dynamics CRM.

Back 10

Activity types include: Task, email, phone call, letter, fax, appointment, recurring appointment, service activity and campaign response.

Front 11

A user needs to display dates and times according to his or her time zone. Where should the user make the change?

A. Set Personal Options.

B. Customization in MS Dynamics CRM.

C. Regional Options on the computer.

D. This is not possible. All users se dates and times according to the time zone set on the MS Dynamics CRM server.

Back 11

A. Set Personal Options.

Front 12

Which of the following statements regarding language support in MS Dynamics CRM are true? ( Choose all that apply)

A. Users can add support for additional languages in Set Personal Options.

B. Users can choose which language to display the MS Dynamics CRM user interface in Set personal Options.

C. The MS Dynamics CRM user interface and Help are always displayed in the same language.

D. A user can select a language that is not the base language.

Back 12

B. Users can choose which language to display the MS Dynamics CRM user interface in Set personal Options.

D. A user can select a language that is not the base language.

Front 13

A user needs to change the owner of an account record to another user but finds that he is unable to do so. What is the most likely reason that the user cannot change the owner?
1. Accounts can only be owned by teams.
2. The user is not in the same team as the other user.
3. The user is not allowed to change ownership of the account.
4. Once a record has been created, the owner of a record cannot be changed.

Back 13

3. The user is not allowed to change ownership of the account.

Front 14

Which of the following is true regarding record ownership?
1. A record can only be owned by users.
2. A record can be owned by a team and a user at the same time.
3. A record can have multiple owners that are teams or users.
4. A record can only have one owner that can be a team or a user.

Back 14

4. A record can only have one owner that can be a team or a user.

Front 15

What is the purpose of sharing records

Back 15

Sharing is the way to give access to other users and teams to a record that they do not have access to.

Front 16

When should the bulk delete wizard be used?
1. When More than 250 records need to be deleted.
2. To delete records that the user does not own.
3. To delete records of more than one record type at the same time.
4. To delete a set of records specified using search criteria.

Back 16

1. When More than 250 records need to be deleted.

Front 17

A user selects several account records and then clicks Edit on the Ribbon. What happens?

1. A form appears for each selected account.
2. The Edit Multiple Records form appears.
3. The user receives an error, saying that only one account can be edited at a time.
4. A form appears for the last account to be selected.

Back 17

2. The Edit Multiple Records form appears.

Front 18

Which of the following formats are supported for importing data into MS Dynamics CRM? (Choose all that apply)
1. Delimited text (.txt) with columns separated by commas.
2. Text separated by commas in a Word document.
3. XML Spreadsheet format.
4. Text saved in an .(xls) Excel document

Back 18

1. Delimited text (.txt) with columns separated by commas.
3. XML Spreadsheet format.

Front 19

What button is used to link an activity to another record?

Back 19

Set Regarding

Front 20

What button is used to break the link between an Outlook item and the related MS Dynamics CRM item?

Back 20

Untrack

Front 21

Which Outlook record type is used to synchronize phone calls?

Back 21

Task

Front 22

Which record types can be synchronized from MS Dynamics to Outlook? (Choose all that apply)
1. Accounts
2. Contacts
3. Phone calls
4. Leads

Back 22

2. Contacts
3. Phone calls

Front 23

What is the purpose of conditional formatting

Back 23

Conditional formatting in Outlook is a way to highlight items in a list that meet specific conditions. It provides an easy way to keep track of important items.

Front 24

A user has MS Dynamics CRM for Outlook with offline capability installed on a notebook. The user is concerned that she might forget to click GO OFFLINE before disconnecting the notebook from the network and therefore have outdated data offline. What can the user do to guard against this?

Back 24

Configure the Update local data every x minutes setting in Personal Options.

Front 25

User A changes the estimated close date of an opportunity while off-line. While the user is off-line, User B closes the opportunity in the Web client with a status of won. What happens when User A goes back online?

1. The estimated close date is updated.
2. User A is presented with an option to re-open the opportunity to allow the estimated close date to be updated.
3. A new opportunity is created using the details from the offline database on User A's computer.
4. The change to the estimated close date is lost.

Back 25

4. The change to the estimated close date is lost.

Front 26

Describe the limitations of quick find.

Back 26

Quick find has the following limitations:
Inactive records are not searched.
Only fields configured for quick find are searched.
Only a single text string can be specified for the search

Front 27

Which of the following fields are searched by quick find?
1. Fields specified during the search.
2. Fields selected for quick find by the administrator.
3. All fields.
4. Only text fields.

Back 27

Fields selected for quick find by the administrator.

Front 28

A salesperson works with a set of accounts in several cities and would like to see a list of these accounts in MS Dynamics CRM. What should the salesperson do?

1. Use quick find.
2. Add the accounts to a marketing list.
3. Create a report with the Report Wizard.
4. Create a saved view.

Back 28

4. Create a saved view.

Front 29

To what type of file can a list of records be exported? (Choose all that apply)
1. Dynamic PivotTable
2. CSV formatted file
3. XML file
4. Static worksheet

Back 29

1. Dynamic PivotTable
4. Static worksheet

Front 30

What is the purpose of a dynamic worksheet

Back 30

Exporting to a dynamic workseet creaes an Excel worksheet with a query to the MS Dynamics CRM server. The records shown in the worksheet can be refreshed each time the worksheet is opened.

Front 31

Which of the following chart types are available in the Report Wizard? (Choose all that apply)
1. Pie
2. Stacked bar
3. Scatter
4. Line

Back 31

1. Pie
4. Line