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Microsoft Dynamics CRM 2011 Applications Sample Questions:

1. In Microsoft Dynamics CRM 2011, how can you display the Service Activity Volume report? (Choose all that apply.)

A) Run the report from the Activities list.
B) Run the report from the Reports list.
C) Run the report from the Run Report menu of the Cases list.
D) Run the report from the Service Calendar.

2. In Microsoft Dynamics CRM 2011,
which of the following specifies how the status values of a record map to a goals in-progress or actual
values?

A) the goal metric
B) the time period
C) the roll-up fields
D) the goal targets

3. Which of the following types of personal charts can you create by using the Chart Designer in Microsoft Dynamics CRM 2011? (Choose al that apply.)

A) single-series charts
B) scatter charts
C) multi-series charts
D) funnel charts

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

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

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

Solutions: