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Microsoft Dynamics CRM 2011 Applications Sample Questions:

1. In Microsoft Dynamics CRM 2011, you need to display a case in a specific queue.
What should you do?
(Choose all that apply.)

A) Select the case in the case list, and then assign the case to the queue.
B) Open the case, and then add the case to the queue.
C) Open the case, and then assign the case to the queue.
D) Select the case in the case list, and then add the case to the queue.

2. 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.)

A) multi-series charts
B) funnel charts
C) single-series charts
D) scatter charts

3. In Microsoft Dynamics CRM 2011, you associate several cases to an active contract.
You resolve an associated case that has only three contract line incidents.
You need to add contract line incidents to the case.
What should you do?

A) Automatically increment incidents in contract lines by continuing to associate and resolve new cases with the contract.
B) Edit the contract line and increase the number of incidents.
C) Add a new contract line that has more incidents.
D) Place the contract on hold, add a new contract line that has more incidents, and then release the hold on the contract.

4. A company uses Microsoft Dynamics CRM 2011 and an enterprise resource planning (ERP) system.
Your user account is a member of the System Administrator role. You create a web resource that displays
data from the ERP system.
You need to configure the sales activity dashboard to incorporate the web resource and ensure that the
dashboard can be viewed by all Microsoft Dynamics CRM users.
Which of the following actions would achieve the goal?
(Choose all that apply.)

A) Create and share a new personal dashboard.
B) Edit the existing sales activity dashboard.
C) Create a new system dashboard.
D) Customize a copy of the sales activity dashboard.

5. 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?

A) In the user record, set the supervisor with a capacity of 4, and the agent with a capacity of 1.
B) In the service, set the supervisor with a capacity of 1, and the agent with a capacity of 4.
C) In the user record, set the supervisor with a capacity of 1, and the agent with a capacity of 4.
D) In the service, set the supervisor with a capacity of 4, and the agent with a capacity of 1.

Solutions: