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.


Which of these functions are NOT provided by contracts?

[A] Designated resource allocation for representatives who provide the service

[B] Effective tracking for customer service agreements

[C] Quick access for customer service representatives to service agreement details

[D] Attachments to Customer Service Cases, which allows the case to be automatically deducted from the Contract


Which of the following is true regarding how the resolution time is determined when resolving a case?

[A] The resolution time is manually entered by the user’s manager.

[B] The resolution time is calculated by the built in service timer.

[C] The resolution time is not calculated as it is not possible to do so.

[D] A sum of all the closed activities.

[E] A sum of all the open and closed activities.


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

[A] True

[B] False


Which types of records can queues be used to manage.

[A] Activities

[B] Cases

[C] Leads

[D] All of the above

[E] Only Activities and Case


By default Microsoft Dynamics CRM creates a new Queue for every ___________.

[A] Activity

[B] Incident

[C] Support Case

[D] Support Group

[D] User and Team


To allow someone else to work on the queue item you should use the _________ button in the Command Bar.

[A] Reassign

[B] Release

[C] Remove

[D] Reroute

[D] Share


Which of the following fields are required to save a case record?

[A] Phone Call

[B] Case Type

[C] Customer

[D] Subject


If a case is resolved, reactivated, and then resolved again, which of the following 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] The single case resolution activity will have a status of canceled.

[D] One case resolution activity will have a status of canceled, and another will have a status of completed.


What is the best way to indicate a customer is being billed for less time than the actual time it took to resolve a case?

[A] Use the Notes field on the case record.

[B] When the case is resolved, enter the amount of time to bill in the Total Time field.

[C] When the case is resolved, enter the amount of time to bill in the Billable Time field.

[D] When the case is resolved, use the Description field to indicate this.


Which of the following is true regarding 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] Case records can never be deleted.

[D] Any case record can be canceled.


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