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Microsoft MB2-868 Exam Syllabus Topics:

Microsoft Dynamics CRM 2011 Applications Sample Questions:

Question 1

A company has a service in Microsoft Dynamics CRM 2011. The company has one facility with three
employees.
The facility can accept four customers per service appointment time. You need to set the capacity of the
facility appropriately.
What should you do?
(Choose all that apply.)

A. Edit the service selection rule.
B. Edit each user's work schedule.
C. Edit the service activity.
D. Edit the facility's work schedule.

Question 2

In Microsoft Dynamics CRM 2011, you need to create a personal chart of service activities by week. What should you do?

A. Create a new chart in the Dashboards area. In the Chart Designer, select appropriate Series and Category values for Service Activities. Then save the chart.
B. Create a new chart in the Data Management area. In the Chart Designer, select appropriate Series and Category values. Then save the chart.
C. In the All Service Activities view, create a new chart from the Chart tab. In the Chart Designer, select appropriate Series and Category values. Then save the chart.
D. In the Report Wizard, create a new report based on Service Activities with a time interval of one week. Select the Chart and table format, and then save the report.

Question 3

You are creating a personal dashboard in Microsoft Dynamics CRM 2011. Which of the following components can you include on the dashboard?

A. charts and lists
B. only charts
C. only reports
D. charts and reports

Question 4

In Microsoft Dynamics CRM 2011, a case is in a specific queue that is not the service queue.
You need to ensure that the case is in the service queue so the service team can work on the case.
Which of the following actions will achieve the goal?
(Choose all that apply.)

A. Add the case to the service queue.
B. Assign the case to the service team.
C. Route the queue item to the service queue, and assign the queue item to the service team.
D. Open the queue item details, set the Worked By attribute to the service team, and set the Queue attribute to the service queue.

Question 5

Which of the following statements about cases in Microsoft Dynamics CRM 2011 are true? (Choose all that apply.)

A. Cases can be assigned to teams.
B. Custom activity types can be converted into cases.
C. A case must be assigned a subject.
D. A case cannot be resolved until all activities associated to the case are completed.

Solutions: