Microsoft Dynamics CRM Application v6.2 (MB2-704)

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Total 89 questions

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

You create a personal dashboard to help manage your service cases.
You need to make the dashboard available to your coworker.
What should you do?

  • A. Share the dashboard with your coworker.
  • B. Schedule the Dashboard to be Emailed as a Report.
  • C. Export the Dashboard to Excel, and share the Excel Workbook.
  • D. Copy and assign the dashboard as a system dashboard.


Answer : A

You update the exchange rate for a currency.
Which two events will cause an open opportunity to calculate and display the updated value? Each correct answer presents a complete solution. Choose two.

  • A. Changing the state of the opportunity
  • B. Updating any money field on the opportunity
  • C. Adding an activity to the opportunity
  • D. Updating any field on the opportunity


Answer : A,B

Explanation:
Ref: http://blog.customereffective.com/blog/2014/03/dynamics-crm-multiple-currencies.html

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

Explanation:
Ref: http://www.consultcrm.co.uk/blog/2012/09/goals-dynamics-crm-2011

You want to create a weekly schedule for a resource
Which two settings should you configure when creating the schedule? Each correct answer presents part of the solution. Choose two.

  • A. Start time
  • B. Work hours
  • C. End time
  • D. Work days


Answer : B,D

Explanation:
Ref: http://www.microsoft.com/en-us/dynamics/crm-customer-center/set-work-hours-of-a- resource.aspx

You are a sales representative at a trade show.
A trade show attendee leaves a business card at your company's booth.
You need to enter the attendee's information into Microsoft Dynamics CRM for the sales team to qualify.
Which record type should you create?

  • A. Contact
  • B. Account
  • C. Opportunity
  • D. Lead


Answer : D

Explanation:
Ref: http://msdn.microsoft.com/en-gb/library/gg328442.aspx

You need to add a product brochure to Microsoft Dynamics CRM so that users can send the brochure via email to potential customers. Which record type should you add the brochure to?

  • A. Sales literature
  • B. Competitor
  • C. Product
  • D. Marketing list


Answer : A

Explanation:
Ref: http://crmbook.powerobjects.com/basics/microsoft-dynamics-crm-sales- process/working-with-microsoft-dynamics-crm-sales-literature/

You configure a connection to Microsoft Social Listening but cannot see social insights data in Microsoft Dynamics CRM.
What should you do to make social insights visible in Dynamics CRM?

  • A. Ensure that each of your social listening search topics are assigned a category.
  • B. Configure social listening search topics and visuals.
  • C. In system settings, change the default setting for the Disable Social Engagement option.
  • D. Select the Reset Social Insights option to refresh the social insights data.


Answer : B

Explanation:
Ref: http://technet.microsoft.com/en-us/library/dn659847(v=crm.6).aspx

You work at the support desk for a software company.
When the newest version of a popular app is released, you receive an influx of support requests regarding an issue. The research and development team identify the issue as a bug and prepare to fix it.
You need to identify existing cases in which this bug was reported and relate them to one another so that they can be closed simultaneously when the bug fix has been released.
What should you do?

  • A. From the parent case, select create child case for each of the cases that reported the bug.
  • B. From the active cases view, select all of the cases that are reporting the bug, and then select merge cases.
  • C. From the child case, select similar cases to find the cases that reported the bug.
  • D. From the active cases view, select all of the cases that are reporting the bug, and then select associate child cases.


Answer : B

Explanation:
Ref: http://www.microsoft.com/en-us/dynamics/crm-customer-center/merge-similar- cases.aspx

You send a quote to a customer, who accepts the quote.
You need to complete the sale and collect payment.
What should you do?

  • A. Convert the quote to an order, and convert the order to an invoice.
  • B. Close the quote as invoiced.
  • C. Close the quote as won.
  • D. Convert the quote to an invoice, and convert the invoice to an order.


Answer : A

Explanation:
Ref: http://rc.crm.dynamics.com/RC/2011/en-
us/online/5.1_CTP/quotesroutingdiagram.aspx

You create five new resources for various workers, each with a capacity of one. You create three new trucks in the facilities/equipment form, each with a capacity of two.
Next, you create a new service and add a selection rule to include one from any site. You add a resource to the selection rule for one worker and a second resource for one truck.
You then create one new service activity and use the schedule function to find available time slots.
You need to identify which resources are available for scheduling.
What should you identify?

  • A. One resource is available for the worker, and two resources are available for the truck.
  • B. Five resources are available for the worker, or three resources are available for the truck.
  • C. One resource is available for the worker, and one resource is available for the truck.
  • D. Five resources are available for the worker, or one resource is available for the truck.


Answer : B

Explanation: The selection rule has a quantity of ONE. Therefore we can only select (any) one worker OR (any) one truck.

You create a new service level agreement (SLA) and enter the amount of time that is allowed for it.
You need to send an email message to the user assigned to a case when the time limit of the SLA is about to be exceeded.
Which two actions should you perform? Each correct answer presents part of the solution.
Choose two.

  • A. Configure the Warning Actions on the SLA item record.
  • B. Specify the Applicable When conditions on the SLA item record.
  • C. Configure the SLA Item Warning on the SLA item record.
  • D. Configure the SLA Item Failure on the SLA item record.


Answer : A,C

You identify and create a new case. Your service team's process requires that you hand the case off to another service representative for resolution by adding the case to the service representative's My Active Cases system view.
You need to ensure that the service representative sees the new case in this view.
Which action should you perform on the case?

  • A. Switch process
  • B. Share OC
  • C. Fellow
  • D. Assign


Answer : D

Explanation:
Ref: http://www.microsoft.com/en-us/dynamics/crm-customer-center/create-and-manage-a- case.aspx

Your organization uses business process flows to help users complete their cases.
You want the stage of a business process flow to automatically change when a field value is set to research complete.
What should you add?

  • A. Business rule
  • B. Branch
  • C. Workflow
  • D. Conditional step


Answer : C

Explanation:
Ref: http://niiranen.eu/crm/2013/10/getting-your-head-around-dynamics-crm-2013- processes-part-2/

You create an opportunity report by using the Report Wizard. The report returns too many records.
You need to reduce the number of records returned by the report.
Which two actions should you perform? Each correct answer presents a complete solution.
Choose two.

  • A. Make the report a personal report.
  • B. Reduce the number of columns.
  • C. Designate a top or bottom number.
  • D. Apply a filter.


Answer : C,D

Explanation:
Ref: http://technet.microsoft.com/en-us/library/dn531099%28v=crm.6%29.aspx

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Total 89 questions