MB2-868 - Microsoft Dynamics CRM 2011 Applications

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Example Questions

In Microsoft Dynamics CRM 2011, what is a unit group? In Microsoft Dynamics CRM 2011, which of the following actions can be taken on a resolved case? You receive an email message from a prospective customer who references a promotion code from a letter that you sent to an existing customer. You need to capture a campaign response in Microsoft Dynamics CRM 2011. What should you do? When scheduling services in Microsoft Dynamics CRM 2011, where do you define the resources required to perform a service? In Microsoft Dynamics CRM 2011, which fields are required to create a service activity? (Choose all that apply.) You need to export a list of only active invoices for a specific customer from Microsoft Dynamics CRM 2011 to Microsoft Office Excel. What should you do? You use Microsoft Dynamics CRM 2011 for Microsoft Office Outlook on a portable computer. You are tracking several email messages, tasks, and contacts within Outlook. Which of the following statements about deleting tracked items is true? In Microsoft Dynamics CRM 2011, which field is required to create a manual campaign response? Using Microsoft Dynamics CRM 2011, you need to analyze the number and percent of cases in progress for each of your employees. How can you get this information by using the least amount of effort? In Microsoft Dynamics CRM 2011, you need to create a dynamic marketing list. Which of the following entities can you select as the member type? (Choose all that apply.) The customer service department employs supervisors and agents. Each supervisor may simultaneously manage up to four agents. In Microsoft Dynamics CRM 2011, you need to configure a service that requires a supervisor and an agent. How should you define the capacities of the supervisor and of the agent? You are analyzing marketing data in Microsoft Dynamics CRM 2011. Which of the following analysis tools are available to you? (Choose all that apply.) In Microsoft Dynamics CRM 2011, which of the fol owing types of activities can you distribute? (Choose all that apply.) In Microsoft Dynamics CRM 2011, you create a quick campaign from a marketing list. You select Phone Call as the campaign activity. To which of the following can you assign ownership of the phone call activities? (Choose all that apply.) In Microsoft Dynamics CRM 2011, you are distributing an email campaign activity to leads. How can the owner of the distributed campaign activities be assigned? (Choose all that apply.) Which of the following record types can a Microsoft Dynamics CRM 2011 marketing list include? (Choose all that apply.) In Microsoft Dynamics CRM 2011, which of the folowing types of activities can you distribute? (Choose all that apply.) A company uses Microsoft Dynamics CRM Online 2011. Company representatives create knowledge base articles based on the KB-Product template to respond to product questions. Articles based on the KB-Product template are frequently updated. The updated articles must be reviewed and approved before the changes are published. For each article based on the KB-Product template, you need to track who last updated the article and who last approved article changes. What should you do? (Choose all that apply.) A company uses a multitenant deployment of Microsoft Dynamics CRM 2011. When you schedule a service activity, the scheduler offers appointments at unexpected times. You discover that the times correspond to the wrong time zone. You need to set the time zone so that service activity appointments are offered at the correct times, without impacting other organizations. Where should you set the time zone? A company uses Microsoft Dynamics CRM 2011. Employees run Microsoft Dynamics CRM 2011 for Microsoft Office Outlook. Which of the following tasks can be performed by using Microsoft Dynamics CRM for Outlook? You are configuring the Sales module in Microsoft Dynamics CRM 2011. Which of the following components must be configured before you can add a product to the catalog? In a Microsoft Dynamics CRM 2011 organization, you have a default service template with a billing frequency of Monthly. You need to create a service template with a billing frequency of Quarterly. What should you do? When working with Service Management goals in Microsoft Dynamics CRM 2011, when are the Actual and In Progress goal fields recalculated? (Choose all that apply.) You receive an email message from a potential customer. You need to track the potential customer as a new lead in Microsoft Dynamics CRM 2011. What should you do? A lead stored in Microsoft Dynamics CRM 2011 does not want to purchase any products. You need to disqualify the lead and remove it from the list of open leads. What should you do? In Microsoft Dynamics CRM 2011, you need to create a personal chart of service activities by week. What should you do? In Microsoft Dynamics CRM 2011, a case is in a specific queue that is not the service queue. You need to ensure that the case is in the service queue so the service team can work on the case. Which of the following actions will achieve the goal? (Choose all that apply.) Which of the following types of personal charts can you create by using the Chart Designer in Microsoft Dynamics CRM 2011? (Choose al that apply.) In Microsoft Dynamics CRM 2011, a queue that contains some old queue items is no longer needed. You need to remove the queue by using the least amount of effort. What should you do? (Choose all that apply.) You need to schedule a phone cal to a group of Accounts and Contacts, followed three days later by an email message. What should you do? In Microsoft Dynamics CRM 2011, you need to create a new quote for a customer. The new quote is for products that are used in an existing opportunity for a different customer. What should you do? In Microsoft Dynamics CRM Online 2011, you create a static marketing list from an Advanced Find of leads. A month later, you lock and deactivate the marketing list. Which of the following statements about the marketing list are true? Which of the following statements about cases in Microsoft Dynamics CRM 2011 are true? (Choose all that apply.) In Microsoft Dynamics CRM 2011, you need to send the Sales Attachment of a Sales Literature record to a Customer. What should you do? A company uses Microsoft Dynamics CRM 2011. You need to ensure that a specific customer is always offered afternoon service appointments with the customer's preferred service technician. Each service technician is a Microsoft Dynamics CRM 2011 user. What should you do? In Microsoft Dynamics CRM 2011, you need to create an account, a contact, and an opportunity from a lead. What should you do? A company with offices in Boston, Massachusetts, and Paris, France uses Microsoft Dynamics CRM 2011. You need to ensure that resources in Boston can be scheduled to deliver services only for the Boston office. What should you do? (Choose all that apply.) You need to create an opportunity with a product that does not currently exist in the product catalog. What should you do? (Choose all that apply.) In Microsoft Dynamics CRM 2011, the currency on an existing open opportunity is incorrect. The opportunity has no opportunity products. What should you do? In Microsoft Dynamics CRM 2011, you create a marketing campaign associated with several marketing lists and marketing activities. You create a new marketing list and plan to associate it with the campaign. To which marketing campaign elements can you add the new marketing list? A customer calls in response to a phone call he received about a current campaign. You need to ensure that the call is captured as a campaign response. What are possible ways to achieve this goal? (Choose all that apply.) In Microsoft Dynamics CRM 2011, you create two activities that occur at the same time for the same resource. First you create Activity A and set it to Show Time as Tentative. Then you create Activity B and set it to Show Time as Pending. How can you display this conflict? (Choose all that apply.) In Microsoft Dynamics CRM 2011, you create a quick campaign to announce the launch of a new product line. Which of the following can be done with a quick campaign? In Microsoft Dynamics CRM 2011, you create a quick campaign to announce the launch of a new product line. Which of the fol owing can be done with a quick campaign? A company uses Microsoft Dynamics CRM 2011. Client computers run Microsoft Dynamics CRM 2011 for Microsoft Office Outlook. Which of the following statements about conditional formatting in Microsoft Dynamics CRM for Outlook are true? (Choose all that apply.) Which of the following fields can you enter when creating a connection to a lead record in Microsoft Dynamics CRM 2011? You are creating a personal dashboard in Microsoft Dynamics CRM 2011. Which of the following components can you include on the dashboard? In Microsoft Dynamics CRM 2011, you create a view of al opportunities for a specific customer. A colleague does not have access to the view of the opportunities. You need to give your colleague Read access to the view while granting the least possible privilege on the opportunities. What should you do? In Microsoft Dynamics CRM 2011, which of the following can be associated to a marketing list? (Choose all that apply.) In Microsoft Dynamics CRM 2011, you need to close an opportunity as lost. Which of the following must you do?

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