Microsoft-Microsoft Dynamics CRM 2011 Applications Set 3

Draft, Unpublished, Deleted, and Published ✘ Draft, Submitted, Published ✘ Draft, Unapproved, Published ✘ Draft, Unapproved, Published, Inactive ✔

Article templates can be deleted at any time. Article templates can be deleted if there are no articles based on them. Article templates can be deactivated at any time. Article templates can only be deactivated if there are no articles based on them.

KB articles can be searched from within the form for and associated with both case and opportunity records. KB articles can be searched from the Workplace and from within a case record's form. Published and Unapproved articles appear in search results for system administrators but not for any otherusers. Only KB articles with a status of Published appear in search KB search results.

Teams must be assigned at least one security role. Records can be assigned to teams but only if a team has an appropriate security role. A user must be in the same business unit as a team in order to be added as a team member. When a user is added as a member of a team, that user inherits all security privileges granted by the team'ssecurity roles.

Only cases and activities can be routed to queues. Cases and activities are queue-enabled by default; other record types can be customized to add support forqueues. A single record can have multiple queue items in different queues at the same time. If you remove a queue item from a queue, the underlying record is not deleted.

True ✘ False ✘

Queues can only be assigned to users, not to teams If a user is added to a team, that user will always have more security privileges than before they were on theteam. Users from different business units can be added as members to the same team. A user may be able to see items in a queue without being able to delete them.

Vertical Groups group cases by category down the left-hand side of the report, and Horizontal Groups present category groups across the top. ✘ You can drag and drop column and row headings just as in Microsoft Office Excel Pivot Tables. ✘ It presents summary metrics including number of cases and present of total cases by category. ✘ It provides two levels of grouping for both columns and rows. ✔

Target, Actual and In-Progress fields are all calculated. Target is a manually entered field, Actual and In-Progress fields are both calculated. Goal records are automatically recalculated as soon as a participating record is updated. Goal records must be recalculated on an as-needed basis to reflect changes in participating records.

It can only be used for currency fields and so is mainly useful for sales management. ✘ A goal record must always have rollup fields defined for the calculated Actual and In-Progress fields. ✘ Goals can only be defined for fiscal periods. ✘ Goals can be defined for most record types in Dynamics CRM and for both fiscal periods and customperiods. ✔