Microsoft Dynamics CRM (Service) - Multiple Choice Question


Microsoft Dynamics CRM

Microsoft Dynamics CRM is a customer relationship management software package developed by Microsoft.

The product focuses mainly on Sales, Marketing, and Service sectors, but .net framework can be used to customize it.


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

[A] True

[B] False


Which of the following is true regarding searching the Knowledge Base? Select all that apply.

[A] Knowledge Base articles can be searched from within the form for and associated with both case and opportunity records.

[B] Knowledge Base articles can be searched from the Workplace and from within a case record's form.

[C] Published and Unapproved articles appear in search results for system administrators but not for any other users.

[D] Only Knowledge Base articles with a status of Published appear in search Knowledge Base search results.


Which of the following is true regarding the maintenance of Knowledge Base articles? Select all that apply.

[A] Article templates can be deleted at any time.

[B] Article templates can be deleted if there are no articles based on them.

[C] Article templates can be deactivated at any time.

[D] Article templates can only be deactivated if there are no articles based on them.


Which of the following are valid status values for Knowledge Base articles?

[A] Draft, Unpublished, Deleted, and Published

[B] Draft, Submitted, Published

[C] Draft, Unapproved, Published

[D] Draft, Unapproved, Published, Inactive


Which of the following is true regarding the knowledge base?

[A] By default, all users can search the knowledge base and publish articles.

[B] Only Customer Service Representatives and CSR managers can access the knowledge base.

[C] By default, all users can search the knowledge base and only system administrators can publish articles.

[D] By default, all users can search the knowledge base and only users with sufficient privileges can maintain templates and publish articles.


When users are created, what business closure information is linked to them?

[A] The business unit that is associated to the users

[B] The site that is associated to the users

[C] The resource group that is associated to the users

[D] The team that is associated to the users

[E] None


Which of the following are benefits of resource groups?

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

[B] Lets organizations enforce skill set standards

[C] Account, contact and lead records can be shared with resource groups

[D] Create a dynamic grouping of resources


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] Capacity

[B] Work hours

[C] Personal time

[D] Billing rates


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] Automatic scheduling performed by workflows

[B] Capacity

[C] Selection rules

[D] Resources


The ________________ is a repository of articles used to assist customer service representatives in the resolution of cases.

[A] Content Library

[B] Contract Library

[C] Knowledge Base

[D] Knowledge Tree

[E] Service Desk


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