Microsoft CRM 1.2 Applications Professional Set 2

Activities associated to the case are also deleted Contacts associated to the case are also deleted Contracts associated to the case are also deleted Notes associated to the case are also deleted

Deployment Manager ✘ Sales Manager ✘ Workflow Manager ✘ Workflow Monitor ✔

Templates allow users to organize Knowledge Base articles into Queues ✘ Templates allow users to organize Knowledge Base articles into groups ✘ Templates provide consistency in Knowledge Base articles across the entire organization ✘ Templates provide consistency in Knowledge Base articles only within the business unit to which thetemplate is assigned ✔

Knowledge base articles can include attachments ✘ Knowledge base articles can be accessed by customers ✘ The entire text of a knowledge base article can be searched ✘ All knowledge base articles must use the same format ✔

Associate Products to a Case ✘ Create a Contract ✘ Route a Case using Workflow to a User ✘ Associate an Account to a Case ✔

When a Case is Resolved, the allotment number on the contract is decremented ✘ When a Case is Opened, the allotment number on the contract is decremented ✘ When a Case is Resolved, the allotment number on the contract is increased ✘ When a Case is Opened, the allotment number on the contract is increased ✔

Orders from Partners ✘ Service agreements with Customers ✘ Work agreements with Employees ✘ Product purchase agreements with Customers ✔

The total amount of time between the Case creation and resolution ✘ The total amount of time it takes to add a Contract to the Case ✘ The total amount of time the Account has been attached to the Contract ✘ The total amount of time spent on Activities associated to the Case ✔

Associate a Contract to the Case ✘ Create an Activity associated to the Case customer ✘ Associate a Knowledge Base article to the Case ✘ Close any Activities associated to the Case ✔

Add a Case ✘ Add Contract Line Items ✘ Create an Account ✘ Select a Contract Template ✔