Microsoft MB2-868 : Microsoft Dynamics CRM 2011 Applications

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Microsoft MB2-868 Exam Syllabus Topics:

Microsoft Dynamics CRM 2011 Applications Sample Questions:

1. 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) Views that include conditional formatting can be shared.
B) Microsoft Dynamics CRM fields are available to the conditional formatting tool as user-defined fields in the Filter dialog box.
C) Conditional formatting is available only on client computers that are running Outlook 2010.
D) With the appropriate rights, conditional formatting can be applied to system views.

2. In Microsoft Dynamics CRM 2011, you need to create a new quote for a customer.
The new quote is for products that are used in an existing opportunity for a different customer.
What should you do?

A) Create the new quote and relate the existing opportunity.
B) Create the new quote and get the products from the existing opportunity.
C) Create the new quote directly from the existing opportunity.
D) Copy the existing opportunity and create the new quote directly from the new opportunity.

3. 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 1, and the agent with a capacity of 4.
B) In the user record, set the supervisor with a capacity of 4, and the agent with a capacity of 1.
C) In the service, 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.

4. In Microsoft Dynamics CRM 2011, you need to create an account, a contact, and an opportunity from a lead. What should you do?

A) Qualify the lead and convert it to an account, a contact, and an opportunity.
B) Create the account, the contact, and the opportunity with the values of the lead. Then attach the contact and the opportunity to the account.
C) Qualify the lead and convert it to an account. Create the contact and the opportunity with the values of the lead, and then attach them to the account.
D) Qualify the lead and convert it to an account and a contact. Create the opportunity with the values of the lead, and then attach it to the account.

5. 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 preferred user's record, set the service preference for the account and the preferred work hours.
B) Create a service with a selection rule listing the preferred user. Change the preferred user's work hours to the afternoon.
C) On the customer's account, set the service preferences for preferred time and preferred user.
D) Create a service with a selection rule listing the preferred user. Add a service restriction on the user for the morning hours.

Solutions: