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2016 Mar MB2-868 Study Guide Questions:

Q46. You receive an email message from a prospective customer who references a promotion code from a letter that you sent to an existing customer. You need to capture a campaign response in Microsoft Dynamics CRM 2011. What should you do? 

A. Create a new lead, and then convert the lead to an account, a contact, and an opportunity. 

B. Create a manual campaign response and indicate that it was received from the existing customer. Then convert the campaign response to an opportunity. 

C. Create a manual campaign response and indicate that it was received from the prospective customer. Then convert the campaign response to a new lead. 

D. Promote the email message to a campaign response, and then convert the campaign response to a new lead. 

Answer: C


Q47. A lead stored in Microsoft Dynamics CRM 2011 does not want to purchase any products. You need to disqualify the lead and remove it from the list of open leads. What should you do? 

A. Convert the lead to an opportunity with a rating of Cold. 

B. Change the rating of the lead to Cold. 

C. Convert the lead to a contact and then deactivate the contact record. 

D. Change the status of the lead to No Longer Interested. 

Answer: D


Q48. In Microsoft Dynamics CRM 2011, which of the following can be associated to a marketing list? 

(Choose all that apply.) 

A. price lists 

B. campaigns 

C. quick campaigns 

D. products 

E. sales literature 

Answer: BC


Q49. A company uses Microsoft Dynamics CRM 2011. Client computers run Microsoft Dynamics CRM 2011 for Microsoft Office Outlook. Which of the following statements about conditional formatting in Microsoft Dynamics CRM for Outlook are true? (Choose all that apply.) 

A. Conditional formatting is available only on client computers that are running Outlook 2010. 

B. Microsoft Dynamics CRM fields are available to the conditional formatting tool as user-defined fields in the Filter dialog box. 

C. Views that include conditional formatting can be shared. 

D. With the appropriate rights, conditional formatting can be applied to system views. 

Answer: BCD


Q50. In Microsoft Dynamics CRM 2011, you create a quick campaign to announce the launch of a new product line. Which of the following can be done with a quick campaign? 

A. Create a campaign from a template. 

B. Track financial information to determine return on investment (ROI). 

C. Create an appointment activity. 

D. Associate target products and price lists. 

Answer: C


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Q51. In a Microsoft Dynamics CRM 2011 organization, you have a default service template with a billing frequency of Monthly. You need to create a service template with a billing frequency of Quarterly. What should you do? 

A. Change the billing frequency in the default service template to Quarterly, and then save a copy of the template. 

B. Create a copy of the default service template and change the billing frequency in the copy to Quarterly. 

C. Change the billing frequency in the default service template to Quarterly, and then save the template. 

D. Create a new template with a Quarterly billing frequency. 

Answer: D


Q52. 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 

Answer: A


Q53. A company uses Microsoft Dynamics CRM 2011. You need to ensure that a specific customer is always offered afternoon service appointments with the customer's preferred service technician. Each service technician is a Microsoft Dynamics CRM 2011 user. What should you do? 

A. On the customer's account, set the service preferences for preferred time and preferred user. 

B. On the preferred user's record, set the service preference for the account and the preferred work hours. 

C. Create a service with a selection rule listing the preferred user. Change the preferred user's work hours to the afternoon. 

D. Create a service with a selection rule listing the preferred user. Add a service restriction on the user for the morning hours. 

Answer: A


Q54. In Microsoft Dynamics CRM 2011, you need to create a marketing campaign that offers a discounted price on a product. What should you do? 

A. Update the list price of the campaign product. 

B. Create a new Price List and a new Price List Item record for the campaign product with the reduced price. 

C. Create a new Product record for the campaign product with the reduced price. 

D. Update the price in the Price List Item record of the campaign product. 

Answer: B


Q55. In Microsoft Dynamics CRM 2011, you need to create a personal chart of service activities by week. What should you do? 

A. In the All Service Activities view, create a new chart from the Chart tab. In the Chart Designer, select appropriate Series and Category values. Then save the chart. 

B. In the Report Wizard, create a new report based on Service Activities with a time interval of one week. Select the Chart and table format, and then save the report. 

C. Create a new chart in the Dashboards area. In the Chart Designer, select appropriate Series and Category values for Service Activities. Then save the chart. 

D. Create a new chart in the Data Management area. In the Chart Designer, select appropriate Series and Category values. Then save the chart. 

Answer: A


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Q56. In Microsoft Dynamics CRM 2011, which of the following fields is part of a goal metric? 

A. the goal owner 

B. the fiscal period 

C. the record type 

D. the target value 

Answer: C


Q57. You install and configure Microsoft Dynamics CRM Online 2011 for Microsoft Office Outlook on a client computer. Which of the following Outlook features are available when using Microsoft Dynamics CRM Online for Outlook? (Choose all that apply.) 

A. attaching files before saving an email activity 

B. 15-minute reminders for service activities 

C. moving records by dragging and dropping 

D. email signatures 

Answer: AD


Q58. 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. Convert the email message into a lead. 

B. Create a new lead and set a connection to the email message. 

C. Create a new lead, attach the email message to the lead, and then save the lead. 

D. Create a new lead from the Regarding lookup of the email message. 

Answer: A


Q59. In Microsoft Dynamics CRM 2011, you create two activities that occur at the same time for the same resource. First you create Activity A and set it to Show Time as Tentative. Then you create Activity B and set it to Show Time as Pending. How can you display this conflict? (Choose all that apply.) 

A. Open Activity A. 

B. Open the Service Calendar and enable Conflicts. 

C. Open Activity B. 

D. Open the Service Calendar and disable Conflicts. 

Answer: AB


Q60. You are configuring the Sales module in Microsoft Dynamics CRM 2011. Which of the following components must be configured before you can add a product to the catalog? 

A. currency 

B. price list 

C. discount list 

D. unit group 

Answer: D