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Microsoft CRM 3.0 Scheduling - 8524A_A

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					Appendix A: Activity & Test Your Knowledge Solutions

APPENDIX A: TEST YOUR KNOWLEDGE SOLUTIONS
Chapter 1 − Test Your Knowledge
1. Which of the following are goals of a CRM system? Select all that apply. a. Acquisition and retention of customers b. Reduce the time spent on administrative tasks c. Achieving economies of scale through mass production d. Track sales related activities and revenues 2. What is the benefit of building customer value? Select all that apply. a. Charge existing customers more for the products that you sell b. Customer satisfaction c. ell more products to existing customers d. Understand customer needs 3. Which of the following are Microsoft CRM modules? Select all that apply. a. Service Scheduling b. Marketing Automation c. Salesperson Tracking d. Tracking Quotas 4. Which are ways that Microsoft CRM is accessed? Select all that apply. a.. Microsoft CRM is installed locally on each computer b. Microsoft CRM Web Client c. Microsoft Outlook d. Microsoft Office

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5. Which tasks cannot be performed using the Microsoft CRM Client for Outlook? a. Create users b. System configuration c. Create records d. Delete records 6. What is the difference between an Account and a Contact? a. Accounts are relationships with contacts. b. Acounts are relationships with organizations, contacts are with individuals. c. Accounts must have sub-accounts, contacts do not have to. d. Accounts are customer records, contacts are organization records. 7. Which of the following describe the aspects of the account and contact relationship? Select all that apply. a. A contact may be associated with an account but does not need to be. b. A contact may be associated with multiple accounts. c. A contact is not defined as a subordinate entity of an account. d. Accounts and Contacts can exist as separate, stand-alone records. 8. Which of the following should be used to create a record for a subsidiary of an existing account? a. Account b. Contact c. Subaccount d. Address 9. Which of the following is used to store additional information about a record? a. Activity b. Task c. Contact d. Note

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10. In which situation is a relationship used? a. Relate a primary contact for an account b. Indicate an additional address for an account c. Relate a contact to an account d. Relate a customer to an account 11. Relationship Roles are used with which of the following types of records? a. Account b. Contact c. Activity d. Opportunity

Chapter 2 − Test Your Knowledge
1. What tool does the Outlook Client not provide for managing data for sales automation? a. Microsoft CRM contacts management b. Editing or managing sales literature c. Task management d. Appointments management 2. Which of the following items created in Microsoft CRM client for Outlook are linked to Microsoft CRM? a. Cases b. Contracts c. Business Units d. Accounts 3. Which record types is the only one listed below that cannot be edited offline in the Outlook Client? a. Knowledge Base Bb Accounts c. Cases d. Contracts

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4. Which CRM activities do NOT map to an Outlook activity? a. Tasks b. Appointments c. Faxes d. Emails 5. What is not a type of synchronization available? a. Schedulable b. Replicatable c. Manual d. Automatic 6. Which record types can use the Mail Merge function in the Sales for outlook client? a. Contacts and Accounts b. Contacts and Leads c. Accounts and Leads d. Leads and Users 7. Where is the Mail Merge command found in the Outlook Client? a. Workplace Actions Menu b. Accounts Actions Menu c. Workplace More Actions Menu d. Accounts More Actions Menu

Chapter 3 − Test Your Knowledge
1. What does the service activity calendar supply? Select all that apply. a. Ability to view, edit, create, and delete items on the calendar b. Ability to see the resource's Outlook Calendar c. Ability to see monthly view – a primary view for Work Calendars for an individual resource d. Ability to easily distinguish between various types of calendar tasks

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Appendix A: Activity & Test Your Knowledge Solutions
2. What are the visual aids that the service calendar provides? Select all that apply. a. The Appointment book has different colors/shading to indicate status b. The From and To boxes can be used to change the date range c. The Hold Resource button can be used to reserve resource d. The Thumbnail view lets you see items multiple 3. What is the minimum amount of information that you need to search for an open service slot? a. Customer name b. Resource name c. Service to be provided d. Date of service 4. What menu option do you use to book service activities in the Service Calendar? a. Action menu Schedule b. Action menu Add Related c. Action Menu Find d. Action menu Book 5. What must you indicate to schedule a service activity for a requested time? Select all that apply. a. Customer b. Resource c. Requested time d. Description of the service activity 6. What is the result of entering more information about the service activity? a. The more information, the better the customer is satisfied b. The more information, the better the resource c. The more information, the fewer available timeslots d. The more information, the more available timeslots

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7. What resolution actions can be taken on a service activity? Select all that apply. a. It can be closed b. It can be marked for billing c. It can be marked On Hold d. It can be marked Expired 8. What kind of flow does rescheduling a service activity mimic? a. Canceling a service activity b. Closing a service activity c. Scheduling a service activity d. Putting a service activity On Hold 9. What can you change about service activities? Select all that apply. a. Resource b. Time and date c. Status d. Priority 10. What are some views that are available for Service Activities? Select those that apply. a. My Service Activities b. My Rescheduled Activities c. Closed Service Activities d. Canceled Service Activities 11. How are customer preferences considered when a new service activity is scheduled? a. They need to be updated b. They need to be selected c. They are defaulted d. They are left blank 12. What can customer preferences include? Select all that apply. a. Preferred Service b. Preferred Facility/Equipment c. Preferred Payment terms d. Preferred User

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13. What are some of the features of Advanced Find? Select all that apply. a. You can choose Criteria b. You can specify Properties c. All records become the basis of the Advanced Find d. You can sort the resultant records

Chapter 4 − Test Your Knowledge
1. What are Time Types used in Scheduling Administration? Select all that apply. a. Free b. Sick c. Blocked d. Tentative 2. What does Capacity involve? Select all that apply. a. Working Hours b. Blocking out time c. Consuming time d. Reserving Time 3. What are some necessary components for scheduling services your company offers? Select all that apply. a. Resources b. Selection rules c. Repair technicians d. Capacity 4. Which of the following is included in Capacity Scheduling? a. Skill Level b. Work hours c. Personal time d. Billing rates

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5. What are factors in the service life cycle? Select all that apply. a. Planning b. Follow-up c. Billing d. Delivery 6. What are components in Scheduling? Select all that apply. a. Assigning staff and resources b. Identify the highest level of resource c. Prioritize service work appropriately d. Determine availability of staff and resources 7. What is a billing day based on in Microsoft CRM? a. Users Outlook calendar b. Users Schedule c. Users input to Scheduler d. Users' personal options. 8. What are the different kinds of schedules that can be set up in Microsoft CRM? Select all that apply. a. Daily b. Weekly c. Monthly d. Yearly 9. What is the benefit of resource groups? Select all that apply. a. Enable organizations to create, organize and manage workforce and facilities/equipment b. Enable organization to enforce skill set standards c. Allow users to build more sophisticated organizational structures d. Create a dynamic grouping of resources 10. What menu options in Settings can be used to create a Resource group? a. Business Unit Settings b. Subjects c. Territories d. System Customizations

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Appendix A: Activity & Test Your Knowledge Solutions
11. What kinds of resources can be seen in the Service calendar views? Select all that apply. a. Users b. Technicians c. Facilities d. Equipment 12. For what time frame can you edit the schedule from a Schedule view? a. For one day only b. Only per week c. For a date range d. Only for the complete assignment 13. What is true about removing a resource or resource group? a. It can be reactivated b. Any associated records can be reassigned c. It is a temporary action d. Any associated records will be removed 14. What do business closures provide? Select all that apply. a. Enabling planning when resources are available to be scheduled for work by the scheduling engine. b. This capability enables the service engine to avoid suggesting time slots during business closures. c. Closures will be listed independently on each resource's calendar. d. Enable Scheduling Administrators to define business closures that block availability on resource calendars. 15. When users are created what business closure information is linked to them? a. That of their business unit b. None c. That of their resource group d. That of their team

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Chapter 5 − Test Your Knowledge
1. What does creating services ensure? Select any that apply. a. Availability of information which is important data for the resource performing the service b. Availability of information to the person who wants to run the reports on this data. c. Availability for the service scheduler to view the service information to ensure that he has selected the correct service for customers. d. Next day availability of information to be factored into scheduling. 2. What does deactivating a service do? Select all that apply. a. It still appears in lookups b. It cannot be updated c. Other records cannot be associated with it d. It is seen in any active views 3. What benefits does adding a resource to a service provide? Select all that apply. a. Organize and manage who participates in service activities. b. Provide insight into resource availability c. Create dynamic grouping of the resources d. Customize Resources and Users by providing customization experience consistent with the rest of the customizable items

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Description: Microsoft CRM 3.0 Scheduling - 8524A