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Microsoft Dynamics CRM 2011 Applications Sample Questions:

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

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

3. 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.)

A) Delete the queue without removing the queue items.
B) Remove the queue items, and then delete the queue.
C) Remove the queue items, and then deactivate the queue.
D) Deactivate the queue without removing the queue items.

4. In Microsoft Dynamics CRM 2011,
you need to change the query for a dynamic marketing list while preserving the current list of members.
What should you do?

A) Change the dynamic marketing list to a static marketing list. Then create a new dynamic marketing list to track additional members.
B) Share the members of the marketing list with a new static marketing list.
C) Lock the dynamic marketing list. Then change the query for the dynamic marketing list.
D) Copy the dynamic marketing list as a static list. Then change the query for the dynamic marketing list.

5. In Microsoft Dynamics CRM 2011, the currency on an existing open opportunity is incorrect.
The opportunity has no opportunity products.
What should you do?

A) Open the opportunity, and then change the currency.
B) Create a new opportunity that has the correct currency, and then delete the original opportunity.
C) Create a copy of the opportunity, change the currency on the copy, and then delete the original opportunity.
D) Change the default currency for your user account. Then open the opportunity and run the Recalculate Opportunity command.

Solutions: