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Microsoft Dynamics CRM 2011 Applications Sample Questions:

1. 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?

A) Run the Case Summary Table Report.
B) Use Advanced Find and create a Personal Chart.
C) Create a custom report.
D) Run the Service Activity Volume Report.

2. 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) Create a new lead and set a connection to the email message.
B) Create a new lead from the Regarding lookup of the email message.
C) Convert the email message into a lead.
D) Create a new lead, attach the email message to the lead, and then save the lead.

3. 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.)

A) as scheduled on the service calendar
B) when the goal record is saved
C) when a user clicks the Recalculate button
D) automatically

4. 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) Enable system auditing.
B) Enable auditing for the article template.
C) Enable auditing for the articles.
D) Add updatedby and approvedby fields to the article template. Then create a workflow to update the new fields.

5. 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) Customize a copy of the sales activity dashboard.
C) Edit the existing sales activity dashboard.
D) Create a new system dashboard.

Solutions: