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Microsoft Dynamics CRM 2011 Applications Sample Questions:

1. In Microsoft Dynamics CRM 2011, you need to set up special offer volume pricing for a product.
The special offer will be 25 percent off the retail price of the product when more than 10 units are
purchased.
How should you configure this pricing?

A) Use the Percent Markup: Current Cost pricing method.
B) Use the Percent of List pricing method.
C) Use a Discount List.
D) Use the Currency Amount pricing method.

2. In Microsoft Dynamics CRM 2011, which of the following actions can be taken on a resolved case?

A) creating notes
B) adding activities
C) assigning a new owner
D) assigning a different contract to the case

3. A company with offices in Boston, Massachusetts, and Paris, France uses Microsoft Dynamics CRM 2011.
You need to ensure that resources in Boston can be scheduled to deliver services only for the Boston
office.
What should you do? (Choose all that apply.)

A) Set the time zone for each facility/equipment record associated with the Boston site to match the time zone of that site.
B) Create a Boston site record. Add all the users and facilities/equipment that are associated with that site.
C) Set the service selection rules to choose resources from The same site.
D) Set the time zone for each user associated with the Boston site to match the time zone of that site.

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

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

Solutions: