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Microsoft MB2-868 Exam Syllabus Topics:

Microsoft Dynamics CRM 2011 Applications Sample Questions:

1. 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) Route the queue item to the service queue, and assign the queue item to the service team.
C) Assign the case 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.

2. In Microsoft Dynamics CRM Online 2011, you create a static marketing list from an Advanced Find of
leads.
A month later, you lock and deactivate the marketing list.
Which of the following statements about the marketing list are true?

A) Marketing list members cannot be qualified until the list is activated and unlocked.
B) Marketing list members can be added after the list is activated.
C) Deleting a lead also removes the lead from the marketing list.
D) Deleted leads remain in the marketing list.

3. In Microsoft Dynamics CRM 2011, you need to create an account, a contact, and an opportunity from a
lead.
What should you do?

A) Qualify the lead and convert it to an account and a contact. Create the opportunity with the values of the lead, and then attach it to the account.
B) Qualify the lead and convert it to an account. Create the contact and the opportunity with the values of the lead, and then attach them to the account.
C) Qualify the lead and convert it to an account, a contact, and an opportunity.
D) Create the account, the contact, and the opportunity with the values of the lead. Then attach the contact and the opportunity to the account.

4. In Microsoft Dynamics CRM 2011, you are distributing an email campaign activity to leads. How can the owner of the distributed campaign activities be assigned? (Choose all that apply.)

A) The activities can be assigned to the owners of the lead records.
B) The activities can be assigned to a list of users.
C) The activities can be assigned to a team.
D) The activities can be assigned to you.
E) The activities can be assigned to a specific user.

5. In Microsoft Dynamics CRM 2011, you need to display a case in a specific queue.
What should you do?
(Choose all that apply.)

A) Select the case in the case list, and then add the case to the queue.
B) Open the case, and then assign the case to the queue.
C) Open the case, and then add the case to the queue.
D) Select the case in the case list, and then assign the case to the queue.

Solutions: