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Exam Name: OEM Preinstallation
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Exam Name: Microsoft Dynamics CRM Application
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NO.1 You configure a connection to Microsoft Social Listening but cannot see
social insights data in
Microsoft Dynamics CRM.
What should you do to make
social insights visible in Dynamics CRM?
A. Ensure that each of your social
listening search topics are assigned a category.
B. Configure social
listening search topics and visuals.
C. In system settings, change the
default setting for the Disable Social Engagement option.
D. Select the Reset
Social Insights option to refresh the social insights data.
Answer:
B
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Explanation:
Ref:
http://technet.microsoft.com/en-us/library/dn659847(v=crm.6).aspx
NO.2
You lose an active opportunity and close it in Microsoft Dynamics CRM.
What
are two results of closing the opportunity? Each correct answer presents part of
the solution.
Choose two.
A. The opportunity is removed from the list of
active opportunities.
B. Notes and attachments associated with the
opportunity are saved for future reference.
C. All activities associated with
the opportunity are automatically deactivated.
D. The opportunity cannot be
reactivated.
Answer: A,B
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NO.3 You choose a case from the customer support queue. Your
company mandates that all requests
with customers be tracked regardless of
the outcome.
You call the customer and learn that the case was submitted on
your company's customer portal by
mistake.
What should you do?
A.
Cancel the case.
B. Delete the case.
C. Resolve the case.
D. Reactivate
the case.
Answer: C
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NO.4 You need a dashboard that shows your cases only. Which
dashboard should you use?
A. Customer Service Operations
B. Customer
Service Representative
C. Customer Service Performance
D. Sales
Performance Dashboard
Answer: B
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NO.5 A customer can use 80 hours of phone support and 20 hours
of email support, according to
the agreement you set up with this
customer.
You need to configure an entitlement.
What should you do?
A.
Create an entitlement with two service level agreements (SLAs) for each type of
support.
B. Create an entitlement, and link to two cases for each type of
support. OC
C. Create an entitlement, with two entitlement channels for each
type of support.
D. Create an entitlement, and link to two templates for each
type of support.
Answer: C
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Explanation:
Ref:
http://inogic.com/blog/2014/06/entitlements-in-dynamics-crm-2013-spring-release/
NO.6
What is required to view a Dynamic Excel report?
A. Have Outlook Client
installed.
B. Create the export from a System View.
C. Have system
administrator rights.
D. Save the Advanced Find query in Microsoft Dynamics
CRM.
Answer: A
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NO.7 A customer with an open opportunity selects one of your
company's competitors.
You need to change the status of this opportunity so
that the opportunity no longer shows in Open
Opportunities.
What should
you do?
A. Mark all activities on the opportunity as complete.
B. Close
the opportunity as lost.
C. Change the estimated revenue to zero.
D.
Activate all draft quotes related to the opportunity.
Answer:
B
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Explanation:
Ref:
http://www.microsoft.com/en-us/dynamics/crm-customer-center/close-an-opportunityas-won-
or-lost.aspx
NO.8
You create an opportunity and need to add products.
What should you do before
adding the opportunity products?
A. Set a price list.
B. Change the
revenue setting to user provided.
C. Set estimated revenue.
D. Change the
revenue setting to system calculated.
Answer: A
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