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Microsoft Dynamics CRM 2013 Applications

Question No: 51

Which two statements about queues are true?(Choose TWO)

  1. Queues allow users to remove themselves from responsibility for an item by using the Remove button.

  2. Queues allow users to process items that they do not own.

  3. You can delete a queue item without deleting the record for which the queue item was created.

  4. Queues allow users to see multiple record types that require action in one list.

Answer: B,C

Question No: 52

You have a Contract that has a status value of Invoiced. One of the contract lines references an incorrect product. You need to correct the contract line.

What should you do?

  1. Open the contract line and replace the value in the Product field with the correct product.

  2. On the invoiced contract, add a new contract line that has the correct product. Cancel the contract line that has the incorrect product.

  3. Copy the invoiced contract. In the newly created draft contract, update the Product field for the affected contract line. Activate the new contract and then cancel the invoiced contract.

  4. Delete the contract line. Add a new contract line that has the correct product.

Answer: C

Question No: 53

To which entity type can you convert an Activity record?

  1. Case

  2. Account

  3. Quote

  4. Contact

Answer: A

Question No: 54

Which entity includes access to system charts by default?

  1. Customers

  2. Vendors

  3. Products

  4. Opportunities

Answer: D

Question No: 55

You use Microsoft Dynamics CRM Goal Management to define sales goals over a period of time.

You need to track actual and in-progress values for sales. Which goal metric should you configure?

  1. Amount Data Type

  2. Rollup Fields

  3. Metric Type

  4. Fiscal Periods

Answer: D

Question No: 56

You plan to add an existing product as an additional line item to an active order. Which statement is true?

  1. The updated total amount is displayed only after you click the Recalculate button.

  2. The updated total amount is automatically re-calculated and displayed.

  3. You cannot add additional items to an active order.

  4. The updated total amount is displayed only after you click the Save button.

Answer: A,D

Question No: 57

You are building a report with the Report Wizard. Which types of related records can you use in the report?

  1. The Primary record type only

  2. The Primary record type and five Related record types

  3. The Primary record type and one Related type

  4. Any number of record types as long as they are related

Answer: B

Question No: 58

A user reports that he cannot delete a Knowledge Base article template.

You need to ensure that the user can delete the template. What should you do?

  1. Delete all articles associated with the article template.

  2. Unpublish the article template.

  3. Ensure that the user has the Delete Article permission enabled.

  4. Deactivate the article template.

Answer: A

Question No: 59

Which action is possible directly from the All Contracts view?

  1. Delete an active contract by using the Delete button.

  2. Delete a canceled contract by using the Delete button.

  3. Set an on-hold contract to Active by using the Release Contract button.

  4. Set an on-hold contract to Active by using the Activate button.

Answer: D

Question No: 60

You need to search and display data from multiple related entities that may be more than one relationship removed from the primary entity. Which tool should you use to display the data?

  1. Enterprise Search

  2. Role Center

  3. Custom Reports

  4. List Page

  5. Advanced Find Query

Answer: C

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Microsoft Dynamics CRM 2013 Applications

Question No: 41

For which two entities does Microsoft Dynamics CRM create a default queue when the

entity is created?(Choose TWO)

  1. Opportunities

  2. Activities

  3. Cases

  4. Users

  5. Teams

Answer: D,E

Question No: 42

Which business is an example of an outgoing service scenario?

  1. a blood donation center

  2. a landscaping service

  3. a hospital emergency room

  4. an attorney

Answer: B

Question No: 43

In Microsoft Dynamics CRM, which two record types are considered customers?(Choose TWO)

  1. Opportunities

  2. Accounts

  3. Leads

  4. Contacts

Answer: B,D

Question No: 44

You view a Case Summary Table report in the Microsoft Dynamics CRM report viewer tool. Which action is available in the report viewer tool?

  1. Export the report to Microsoft Outlook.

  2. Assign Microsoft Dynamics CRM records to other users.

  3. Close open cases.

  4. Save the report to Microsoft Excel.

Answer: D

Question No: 45

Which field is required to create a new Opportunity record?

  1. Originating Lead

  2. Customer

  3. Topic

  4. Contact

  5. Account

Answer: C

Question No: 46

Which entity can you associate with sales literature?

  1. Quotes

  2. Competitors

  3. Goals

  4. Accounts

Answer: B

Question No: 47

Microsoft Dynamics CRM Client for Outlook is installed.

You view an email message from an existing customer. The customer requests a proposal for new business.

You need to create a record for the email message that ensures other users can see the email message.

What should you do?

  1. Use details from the email message to create an Opportunity by using the Quick Create form.

  2. Track the email message from Outlook by using the Track feature. Then convert the tracked email message to a Lead by using the Convert To feature.

  3. Track the email from Outlook by using the Track feature. Then convert the tracked email message to an Opportunity by using the Convert To feature.

  4. Track the email message from Outlook by using the Track feature. Then convert the tracked email message to a case by using the Convert To feature.

Answer: C

Question No: 48

You need to send a Knowledge Base article by email to a Contact record. Which condition must be met?

  1. The article is shared.

  2. The article has a unique subject.

  3. The article has been approved.

  4. The article has been submitted.

Answer: C

Question No: 49

You need to edit a Quote.

Which quote status will allow you to make changes to the Quote?

  1. Open

  2. Active

  3. Revise

  4. Draft

Answer: D

Question No: 50

A manager is setting work hours and service restrictions for the resources in a company. What is the smallest unit of time that he can use to define work hours and breaks?

  1. 1 minute

  2. 15 minutes

  3. 30 minutes D 1 hour

Answer: A

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Microsoft Dynamics CRM 2013 Applications

Question No: 31

You have a Contract that has a status value of Active. One of the contract lines references an incorrect product. You need to correct the contract line.

What should you do?

  1. Open the contract line and replace the value in the Product field with the correct product.

  2. Delete the contract line. Add a new contract line that has the correct product.

  3. On the active contract, add a new contract line that has the correct product. Cancel the contract line that has the incorrect product referenced.

  4. Copy the active contract, In the newly created draft contract, update the Product field for the affected contract line. Activate the new contract and then cancel the invoiced contract.

Answer: C

Question No: 32

You schedule time off for a resource in Microsoft Dynamics CRM. How are the affected days displayed in the service calendar?

  1. as a red block

  2. as a green block

  3. as a blue block

  4. as an orange block

Answer: A

Question No: 33

You review the Similar Cases section for a case by using the Default Case form. Which cases does Microsoft Dynamics CRM show?

  1. cases with the same product

  2. cases with similar case descriptions

  3. cases with the same customer

  4. cases with the same subject

Answer: D

Question No: 34

Which characteristic of a contract template governs how many cases a customer is allowed to have against a contract?

  1. allotment type

  2. contract allotment

  3. billing frequency

  4. calendar

Answer: A

Question No: 35

How should you add an item to a queue?

  1. Route an item to a queue by using a workflow process.

  2. Enable a queue for a user.

  3. Enable an entity type for queues.

  4. Navigate to a queue and select the New Record button.

Answer: B

Question No: 36

What is the purpose of unit groups?

  1. Unit groups are used to define the measurements in which a product is purchased or sold.

  2. Unit groups are used to create price lists for each site.

  3. Unit groups are used to group items with similar characteristics within the product catalog.

  4. Unit groups are used to create a sub-list to hold supplementary items within the product catalog.

Answer: A

Question No: 37

Which entity is best described as an estimate or proposal that is presented to a customer?

  1. Quote

  2. Opportunity

  3. Invoice

  4. Order

Answer: A

Question No: 38

What role do keywords play in the Knowledge Base?

  1. Keywords are only used to manage the Knowledge Base.

  2. Keywords relate similar cases to each other

  3. Keywords are used to search for articles.

  4. Keywords define the subject tree.

Answer: C

Question No: 39

What are two ways to find content in Knowledge Base articles?(Choose TWO)

  1. search subjects B browse articles

  2. search by using keywords

  3. search by using templates

  4. search for common articles

Answer: A,C

Question No: 40

Which two security roles have permissions to create a new system dashboard?(Choose TWO)

  1. Scheduler

  2. System Administrator

  3. System Customizer

  4. Sales Manager

  5. Marketing Professional

Answer: B,C

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Microsoft Dynamics CRM 2013 Applications

Question No: 21

Which records are included in the Sales Pipeline report by default?

  1. Leads with a status of Open

  2. Leads with a status of Closed

  3. Opportunities with a status of Closed

  4. Opportunities with a status of Open

Answer: D

Question No: 22

Which three entities are associated with cases by default? Each correct answer presents part of the solution.(Choose Three)

  1. Appointments

  2. Quotes

  3. Products

  4. Opportunities

  5. Knowledge Base Articles

Answer: A,B,D

Question No: 23

You add a new product to the catalog.

Which attribute of the new product record is marked as read-only?

  1. Default Unit

  2. Currency

  3. Unit Group

  4. List Price

Answer: C

Question No: 24

You are adding Units to a Unit Group. Which statement is true?

  1. A Unit must have an owner.

  2. A Unit must have a start date.

  3. All Units in the same Unit Group must have the same Base Unit.

  4. A Unit must have a quantity.

Answer: D

Question No: 25

Which list shows a correct contract life cycle?

  1. 1. Draft

    1. Active

    2. Invoiced

    3. On Hold

    4. Expired

  2. 1. Draft

    1. Invoiced

    2. Active

    3. On Hold

    4. Active

    5. Expired

  3. 1. Draft

    1. Invoiced

    2. Active

    3. On Hold

    4. Canceled

  4. 1. Invoiced

  1. Draft

  2. Active

  3. On Hold

  4. Active

  5. Canceled

    Answer: B

    Question No: 26

    Which condition must be true before you can close a case?

    1. The case must NOT be marked as high priority.

    2. All knowledge base articles that the case references must be active.

    3. All activities that are related to the case must be in a closed state.

    4. All activity parties for activities that are related to the case must be active customers.

Answer: C

Question No: 27

When creating a Lead, which type of information can you enter on the Main Lead form?

  1. Goals

  2. Competitors

  3. Additional addresses

  4. Products

Answer: B

Question No: 28

You create a sales order by using the latest currency exchange rate.

Which three changes to a sales order will force a recalculation of the sales order money?(Choose Three)

  1. The record is created.

  2. The state of the record is changed.

  3. A money field is updated.

  4. The shipping address is changed.

  5. The order name is changed.

Answer: B,C,D

Question No: 29

A user views the Service area of the navigation pane in Microsoft Dynamics CRM. What is displayed when the user clicks the down arrow on the Cases button?

  1. A list of recently viewed cases

  2. The most recently viewed case record

  3. The Quick Create form for cases

  4. the New Case form

Answer: A

Question No: 30

You review a Knowledge Base article.

On the Article tab of the ribbon, which option is NOT in the Action group?

  1. Submit

  2. Unpublish

  3. Approve

  4. Reject

  5. Publish

Answer: E

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Microsoft Dynamics CRM 2013 Applications

Question No: 11

When you qualify a lead, which two records will also be created?(Choose TWO)

  1. Account

  2. Contract

  3. Campaign Response

  4. Opportunity

  5. Contact

Answer: A,D

Question No: 12

How many cases can an Account record have at any given time?

  1. One active case for each contact record that is associated with an account

  2. An unlimited number of active and closed cases

  3. One active case for each account record

  4. One active case and an unlimited number of closed cases

Answer: B

Question No: 13

A company has resellers who purchase routine support cases at no cost. A reseller plans to purchase additional support cases at a cost.

What should you create?

  1. An incident-based template

  2. A time-based template

  3. A contract template

  4. A contract allotment

Answer: A

Question No: 14

A company tracks competitors by using Connection records instead of using the native Competitors feature in Microsoft Dynamics CRM. The company assigns a Connection with the Connection Roles of Related Opportunity and Competitor between the Opportunity and

the Account, which represents the competitor. Accounts have a flag which designates the record as a competitor.

Which statement is true?

  1. The Connection record is used to populate the options in the Competitor field on the Opportunity’s resolution activity for Lost Opportunities.

  2. A Connection record is created between the Opportunity and the Account.

  3. The Competitor/Win Loss report uses the Connection record to indicate how well the organization is doing versus a competitor

  4. The Connection record is used to populate the options in the Competitor field on the Opportunity’s resolution activity for Won Opportunities.

Answer: B

Question No: 15

You are adding resources to a resource group. Which three resource types can you add? (Choose Three)

  1. facility

  2. business unit

  3. resource group

  4. name

  5. users

Answer: A,C,E

Question No: 16

You create views by using the Advanced Find feature. A group of users often asks for access to these views.

You need to ensure that other users can see current data from the views that you create.

Which two actions will achieve the goal? Each answer presents a complete solution.(Choose TWO)

  1. Export dynamic worksheets of the views and then send the worksheets to the other users by using email.

  2. Provide a warning so that when users share the views, they share the underlying records also.

  3. Create a team and then share the views with the team.

  4. Export static worksheets of the views and then send the worksheets to the other users by using email.

  5. Advise an IT administrator to make the views available to other users.

Answer: A,C

Question No: 17 CORRECT TEXT

Which definition is used to describe how users or equipment are combined to perform a service?

A selection rule

  1. resource

  2. scheduling

  3. weekly schedule

Answer: C

Question No: 18

You need to ensure that the value for the Est. Revenue field is automatically calculated.

Which three actions should you take? Each answer presents part of the solution.(Choose Three)

  1. Provide a price list.

  2. Add at least one existing or write-in product for the opportunity product

  3. Set the value of the Revenue field to User Provided.

  4. Set the value of the Revenue field to System Calculated.

  5. Remove any write-in opportunity products.

Answer: A,B,D

Question No: 19

You are adding resources to a service.

Which three resource types can you add?(Choose Three)

  1. Sites

  2. Equipment

  3. Resource Groups

  4. Teams and Users

  5. Kits

Answer: B,C,D

Question No: 20

Which status is NOT valid for a quote?

  1. Draft

  2. Lost

  3. Won

  4. Closed

  5. Active

Answer: B

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Microsoft Dynamics CRM 2013 Applications

Question No: 1

An active Quote references an incorrect product.

You need to ensure that the Quote references the correct product. What should you do?

  1. In the Quote record, update the price list to reference a price list that contains the correct product.

  2. In the Quote Product record, update the product reference.

  3. In the Quote record, change the Revision ID field and then save the Quote under a different name. In the new Quote record, update the product reference.

  4. In the Quote record, use the Revise feature and then update the product reference.

Answer: D

Question No: 2

You are creating a discount list.

Which two types of discounts can you create?(Choose TWO)

  1. Unit

  2. Base

  3. Formula

  4. Amount

  5. Percentage

Answer: D,E

Question No: 3

A user plans to run a report.

The user does NOT have the appropriate permissions to access all of the data the report requires.

What will the user see when she runs the report?

  1. Summary and detailed information for only the data to which the user has permissions

  2. Summary information for all the data included in the report and detailed information for only the data to which the user has permissions

  3. Summary information only for all the data included in the report

  4. Summary and detailed information for all the data included in the report

Answer: A

Question No: 4

You create a personal dashboard that includes personal and system charts. The dashboard also contains the My Accounts view.

You need to share the dashboard with another user.

Which two objects should you share with the other user?(Choose TWO)

  1. the My Accounts view

  2. the system charts

  3. the personal charts

  4. the dashboard

Answer: C,D

Question No: 5

You need to schedule a resource for a service during a business closure. Which statement is true?

  1. You cannot schedule resources for a service during a business closure.

  2. You can schedule the resource if the start date is before the business closure period, or the schedule end date and time is after the business closure period.

  3. You can schedule the resource if the resource is a user who is also the owner of the service.

  4. You can schedule the resource if the Do not observe option for the resource is selected.

Answer: D

Question No: 6

You review an Opportunity record. Opportunities are configured to use system-calculated pricing. What happens when you click the Recalculate Opportunity button?

  1. Current product line item totals are recalculated, and the Est. Revenue field is updated.

  2. All pending opportunities for the customer are recalculated and saved to the Est. Revenue field.

  3. The Budget Amount field replaces the Est. Revenue field.

  4. All active quotes that are associated with the opportunity are added to the Est. Revenue field.

Answer: A

Question No: 7

When you place an order, what value is the status of the Quote set to?

  1. Revise

  2. Active

  3. Open

  4. Won

Answer: D

Question No: 8

A user creates a Lead and converts it to an Opportunity. The user provides several Quotes to the customer. The Opportunity is won. The user now creates an Order from the Quote by using the Create Order process.

On the Create Order dialog box, which action is the user able to perform?

  1. Fulfill the order.

  2. Specify a ship-to address.

  3. Close the originating Opportunity.

  4. Add additional write-in Products.

Answer: C

Question No: 9

Which two sales entity records can you create by using a Quick Create form?(Choose TWO)

  1. Leads

  2. Opportunities

  3. Quotes

  4. Invoices

  5. Orders

Answer: A,B

Question No: 10

You need to update the status of a service activity to show that it is ready for billing. Which status value should you use?

  1. Closed

  2. On Hold

  3. Cancelled

  4. Open

Answer: A

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