Question: 7

You are creating a goal for the number of phone calls made versus the number of phone calls scheduled.
You need to establish the number of scheduled calls for your organization.
Which value provides this information?

A. In-progress
B. Actual
C. Closed
D. Target

Answer: A

Question: 6

You plan to bulk import new case records. You do not want the service level agreement (SLA) to apply to the new cases. What should you do?

A. Set the Disable the SLAs system option.
B. Pause all SLAs.
C. Set the Ignore SLAs import option.
D. Deactivate all SLAs.

Answer: D

Question: 5

A staff member at your client organization sends you an email message, inquiring about a product that the client might buy. After you track the email message, what should you do?

A. Convert the email message to the opportunity.
B. Convert the email message to an account and contact.
C. Create a quote, and link the email message to the quote.
D. Create an order, and link the email message to the order.

Answer: A

Question : 4

You need to use Microsoft Dynamics CRM goals and metrics to measure sales revenue of a specific business line for the upcoming fiscal year.What should you do?

A. Create a rollup query, filter it for opportunity records in the upcoming fiscal year, and apply it to the goal.
B. Create a goal metric, filter it for opportunity records for that business line, and apply it to the upcoming fiscal year’s goal.
C. Create a goal metric, filter it for opportunity records in the upcoming fiscal year, and apply it to the goal.
D. Create a rollup query, filter it for opportunity records for that business line, and apply it to the upcoming fiscal year’s goal

Answer : D

Question : 3

A customer can use 80 hours of phone support and 20 hours of email support,according to the agreement you set up with this customer.You need to configure an entitlement.What should you do?

A. Create an entitlement with two service level agreements (SLAs) for each type of support.
B. Create an entitlement, and link to two cases for each type of support. OC
C. Create an entitlement, with two entitlement channels for each type of support.
D. Create an entitlement, and link to two templates for each type of support.

Answer : C

Question : 2

Two active case records are related to the same issue but have nothing else in common.Your manager asks you to make an association between the records.What should you do?

A. Merge the two case records.
B. Reference the case ID of the other case in the case ID field of each case.
C. Add one case to the sub-grid on the other case for similar cases.
D. Reference the case ID of the other case in the notes field of each case.

Answer : A

Question : 1

Your customer wants to purchase 1,000 units of your best-selling product.Which type of record in Microsoft Dynamics CRM should you create?

A. Quote
B. Order
C. Opportunity
D. Invoice

Answer : A