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Microsoft MB2-423 Exam - CRM 3.0 Applications

Questions & Answers for Microsoft MB2-423

Showing 1-15 of 182 Questions

Question #1 - Topic 0

Which record types can be created when a lead is converted? Choose the 2 that apply.

A. Account

B. Order

C. Opportunity

D. Quote

Question #2 - Topic 0

The Vice President of Marketing wants to know how effective a campaign has been in
generating interest in the company's products and the forecast opportunity revenue. Which
action should be taken?

A. Run a Campaign Performance Report.

B. Open the campaign and review the financials tab.

C. Use Advanced Find to search for and examine campaign responses.

D. Review the list of open opportunities.

Question #3 - Topic 0

Which of the following can be added to resource groups? Choose the 3 that apply.

A. Resource group

B. Team

C. Contact

D. User

Question #4 - Topic 0

You regularly send letters to your customers using Microsoft CRM mail-merge. One of your
customers has called to ask that you do not send them any more letters. How should you
modify the customer record in Microsoft CRM to prevent letters from being sent to this
customer?

A. Remove the customer's record from all marketing lists.

B. Change the customer's preferred contact method to Phone.

C. Set the customer's Mail setting to Do Not Allow.

D. Set the customer's Send Marketing Materials setting to No.

Question #5 - Topic 0

Your company has a public queue for service cases. Company policy dictates that cases in
this queue that have not been resolved within three days should be moved to an escalation
queue for review by the Customer Service Manager. You create a new escalation queue.
Which of the following steps should you perform to configure automatic escalation?

A. Make the Customer Service Manager the owner of the new escalation queue.

B. Create a routing rule.

C. Add the Service Manager's e-mail address to the escalation queue.

D. Modify the public queue to auto-escalate.

Question #6 - Topic 0

What is the first step when you create an Advanced Find search?

A. Select the type of entity that you want to search in.

B. Choose Edit Columns to select the columns you want to search in.

C. Choose Edit properties to choose the properties you want to search in.

D. Click the Find button to start your Advanced Find search.

Question #7 - Topic 0

Which of the following are characteristics of campaign templates? Choose the 2 that apply.

A. Campaign templates must contain planning tasks.

B. Campaigns can be created from campaign templates.

C. Campaign templates can be created from campaigns.

D. Campaign templates must contain target marketing lists.

Question #8 - Topic 0

You are responsible for scheduling the staff in your company. Some of your service
technicians have been granted study leave and will be off work for a period of time each
day. You want to make sure that these service technicians are not scheduled for service
activities during these times. What is the most efficient method to accomplish this?

A. Add a business closure that applies only to the relevant service technicians.

B. Create a new resource group, add the relevant service technicians to the resource group and schedule time off for the resource group.

C. Change the work schedule for each affected service technician individually.

D. Add time off for each affected service.

Question #9 - Topic 0

In speaking with potential customers, the Sales Manager notices that several key
opportunities have been lost and discovers that the customers purchased products from a
rival company. The Sales Manager asks you, the Sales Representative, to add information
about the rival company and why each opportunity was lost to the CRM database. The
Sales Manager wants the information to be available to other sales representatives when
they deal with these customers. How should you do this?

A. Add the rival company as a new account, link this account to each customer's account using a relationship role and add a note against each customer account together with a description of why the opportunity was lost.

B. Add the rival company as a new competitor, reopen the lost opportunities, add the new competitor record to each one of the lost opportunities and close each opportunity with a description of why it was lost.

C. Add the rival company as a new competitor and add a note against this record with a description of why each opportunity was lost.

D. Add a note against each customer detailing the rival company and why the opportunity was lost.

Question #10 - Topic 0

You are a Sales Representative and receive information from an account that they are no
longer interested in a product but they want to be contacted in one year. How should the
Sales Representative capture this information in Microsoft CRM?

A. Close the opportunity as "Lost" and create a follow up activity in the Account record to contact the customer in one year.

B. Create an order on the opportunity and create a follow up activity in the Account record to contact the customer in one year.

C. Delete the opportunity and create a follow up activity in the Account record to contact the customer in one year.

D. Close the opportunity as "Won" and create a follow up activity in the Contact record to contact the customer in one year.

Question #11 - Topic 0

A customer calls in with a complaint about the level of service that they received from your
company. Company policy is to track issues separately so that they can be escalated for
resolution. What is the best way to record the complaint?

A. Add a phone call activity to the customer's record.

B. Create a new task for the customer.

C. Add a note to the customer's record.

D. Create a new case against the customer.

Question #12 - Topic 0

Which of the following steps must be completed in order to create a marketing campaign
that will create e-mail messages for customers? Choose the 3 that apply.

A. Create planning tasks

B. Add target lists

C. Distribute campaign activities

D. Create campaign activities

Question #13 - Topic 0

Which of the following record types cannot be used with a contact record to create a
relationship role?

A. Account

B. Opportunity

C. Contact

D. Lead

Question #14 - Topic 0

You are a Sales Representative meeting with a prospective customer regarding an
advertisement for a new product. The sales representative wants to keep track of the
information and maintain a consistent sales process. Which record type should the sales
representative create in Microsoft CRM?

A. Lead

B. Opportunity

C. Quote

D. Order

Question #15 - Topic 0

You want to schedule a service. Which of the following must be specified to book the
service appointment? Choose the 2 that apply.

A. Subject for the appointment

B. Customer

C. Time

D. Place for the service to be performed

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