Microsoft Dynamics CRM 4.0 Applications Set 2

You are a support engineer for your company. You receive a support call from a person at Trey Research. You are easily able to answer the query in about ten minutes. However, the caller is a new employee and is not sure which of the five contracts Trey Research has with your company should be used for the support call. What do you do?

Your company produces engineering design software, and has two offices in Australia, one in Sydney and one in Melbourne, and one in England, in London. Your support engineers use conferencing software to connect to customers' computers to provide support. You need to schedule your support engineers using Services. The engineers work office hours in their own time zones. You have configured a Site in CRM for each of the three offices and added each engineer to the appropriate Site. You want to ensure that only the Australian engineers offer support to customers in Australia. How can you acheive this?

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

A customer has previously booked a service. The customer calls asking to postpone the service. Which of the following are ways to accomplish this? Choose the 3 that apply.

Your organization employs and schedules cleaning staff. Some staff are permanent employees, but others are employed on a casual basis, sometimes for one week. The schedules are used by management; the cleaning staff do not log on to the network. What is the best way to accomplish this?

Your company uses the Service Scheduler and all CRM users have configured the Service Calendar to show conflicts. You create a service with an initial status reason of Open-Requested and a duration of one hour and one resource. Your colleague schedules a service activity using this service for 10 am next Monday. You are then asked to the change the service so that the initial status reason is Scheduled-Pending. Another colleague then schedules a service activity using the amended service for next Monday morning. Which of the following happens?

You work for a company that offers support for software via conferencing software. You want to define a service which requires a junior technician and a team leader. However, the team leader tells you that most of the time, the junior technician can handle the discussion, so the team leader can support up to three junior technicians at the same time. You define a service which needs the team leader and one of the three junior technicians. What else should you do?

You are working for Company.com and you want to remind your telemarketers to verify contact details before the lead is included in any campaign activity. What is the best way?

You are the marketing manager for a company which sells electronic goods. You conduct marketing campaigns using phone and email activities, but now want to communicate with your target market using text messages to their mobile phones. As with other activities, you want to record the fact that a marketing message was sent to your customers, and whether or not they responded. You also want to compare the effectiveness of this campaign with others. How can you achieve your objectives?

Your company Microsoft Dynamics CRM installation uses British Pounds (GBP) as its default currency and you have set Euros (EUR) as your default currency. You enter an opportunity detail for a customer that transacts business in United States Dollars (USD). After you save the opportunity you notice that you forgot to change the currency to USD and it has recorded the revenue in EUR. What should you do in order to correct this error?