Microsoft CRM 1.2 Applications Professional Set 5

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 ✔

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 ✔

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

Delete ✘ Edit ✘ Reject ✘ Unpublish ✔

Contract Header ✘ Contract Line Items ✘ Contract Notes ✘ Contract Template ✔

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 ✔

Customer Service Module File Menu Homepage Workplace

Activities Contacts Opportunities Products

Activate the article ✘ Deactivate the article ✘ Publish the article ✘ Unpublish the article ✔

Contacts ✘ Contracts ✘ Accounts ✘ Knowledge Base ✔