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.


A _______ _____________ activity can be created when using the Resolve Case functionality in Microsoft Dynamics CRM.

[A] Case Resolution

[B] Close Case

[C] Contract Line

[D] Customer Support

[E] Queue Item


The _________ is a hierarchical list of subjects an organization can use to classify service cases and other records in Microsoft Dynamics CRM.

[A] Contracts Queue

[B] Knowledge Base

[C] Knowledge Base Articles

[D] Product Catalog

[E] Subject Tree


_________ can be used to specify the amount of support services a customer is entitled to.

[A] Activities

[B] Contracts

[C] Customer Records

[D] Goals

[E] Support Queues


____________ are the fundamental record type in service management, and represent a single incident of service.

[A] Activities

[B] Cases

[C] Queues

[D] Service Objects

[E] Tickets


Which of the following are true about Charts and Dashboards?

[A] Only charts that are displayed by using a dashboard support drill-down features.

[B] Dashboards can only include charts.

[C] By default, all users can create personal charts and dashboards.

[D] Most charts support drill-down features, and these features can be used to filter data sets.


Which of the following are true about Goal Management?

[A] It can only be used for currency fields. Therefore, it is mainly useful for sales management.

[B] A goal record must always have rollup fields that are defined for the calculated Actual field and the In-Progress field.

[C] Goals can only be defined for fiscal periods.

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


Which of the following are true about Goal Management?

[A] Target, Actual and In-Progress fields are all calculated.

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

[C] Goal records are automatically recalculated as soon as a participating record is updated.

[D] Goal records must be recalculated on an as-needed basis to reflect changes in participating records.


Which of the following are not true about the Case Summary Table report?

[A] 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.

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

[C] Summary metrics including the number of cases and the percentage of the total cases by category are displayed.

[D] Two levels of grouping for both columns and rows are provided.


Which is not an allotment type available for contracts and contract templates?

[A] Budgeted dollar amount

[B] Coverage dates

[C] Number of cases

[D] Time


Which of the following are true of contracts and contract lines?

[A] A single contract can have contract lines with different allotment types.

[B] Contract lines can be added to active and draft contracts, but not to on hold contracts.

[C] When a case is resolved against an incident-based contract, a single case is deducted from the remaining allotment.

[D] An active contract can be copied but its contract lines cannot be copied to the new contract.


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