MS Dynamics CRM- Post Refresher Training Assessment

47 Questions | Total Attempts: 80

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MS Dynamics CRM- Post Refresher Training Assessment

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Questions and Answers
  • 1. 
    Please write your first and last name:
  • 2. 
    What team are you on (Management, Hearts of Gold, Lifesavers, iHearts, Mighty Heartbeats)?
  • 3. 
    Name the most common 3 ways to search for a Contact Record in MS Dynamics?
    • A. 

      1. Last Name, First Name 2. email address 3. phone number

    • B. 

      1. Last Name 2. email address 3. LWW #

    • C. 

      1. Last Name, First Name 2. mailing address 3. LWW #

    • D. 

      1. Last Name 2. First Name 3. email address

  • 4. 
    If a customer calls who has a private number, and he refuses to give the specialist any information, how should the specialist document the call?
    • A. 

      He will need to create a contact record with "private number" in the last name field and create an activity to document the call.

    • B. 

      He will need to search for Phone Customer, NEC in contacts and create an activity to document the call.

    • C. 

      He will need to search for 777-777-7777 in contacts and create an activity to document the call.

    • D. 

      He will need to create a contact record using the number 777-777-7777 in the last name field and the phone number field. He will then need to create an activity to document the call.

  • 5. 
    Asterisks can be helpful when searching for Contact Records, Reason Codes, Products, and more in MS Dynamics.  If you type in *Curran to search for a customer record, what would that search give me? 
    • A. 

      That would generate a list of every name that has "Curran" in it, whether it's at the beginning, middle, or end.

    • B. 

      It would generate a list of contacts who have "Curran" as a last name.

    • C. 

      It would generate a list of contacts who have "Curran" as a first name or a last name.

    • D. 

      It would generate a list of contacts who have "Curran" as a first name.

  • 6. 
    What information field(s) must be completed for every Contact Record in MS Dynamics (not regarding our business process) ?
    • A. 

      First Name and Last Name

    • B. 

      First Name, Last Name, and Phone Number

    • C. 

      Phone Number

    • D. 

      Last Name

  • 7. 
    The Home button returns you to a particular screen in MS Dynamics, which one is it?
    • A. 

      Your team's Dashboard

    • B. 

      The NEC Customer Care Specialist Dashboard

    • C. 

      The Dashboard that you have set as your default.

    • D. 

      The Contact Screen Search

  • 8. 
    What two types of "regular activities" will most MM specialists have on their dashboards?
    • A. 

      Phone Calls and Tasks

    • B. 

      Phone Calls and Emails

    • C. 

      Phone Calls and Product Orders

    • D. 

      Phone Calls and Cases

  • 9. 
    All "regular activities" must be marked complete or show "completed" at the end of a specialist's shift.
    • A. 

      True

    • B. 

      False

  • 10. 
    Every ACD phone call must be documented by completing a phone call activity with a description and reason codes after  searching for the contact record and creating a new one if necessary.
    • A. 

      True

    • B. 

      False

  • 11. 
    The "Regarding" fields on an activity do not matter to the NEC.
    • A. 

      True

    • B. 

      False

  • 12. 
    All activities are tied to a Contact Record.
    • A. 

      True

    • B. 

      False

  • 13. 
    Activities cannot be tied to a case.
    • A. 

      True

    • B. 

      False

  • 14. 
    Cases are tied to contact records.
    • A. 

      True

    • B. 

      False

  • 15. 
    99.9% of the time, specialists should create only one case, not two.
    • A. 

      True

    • B. 

      False

  • 16. 
    If a customer wants donation envelopes, one must
    • A. 

      Create a donation follow-up/assistance case.

    • B. 

      Create a fulfillment case and send the envelopes using either in-house fulfillment or external fulfillment.

    • C. 

      Create a donation follow-up/assistance case and send the envelopes using either in-house fulfillment or external fulfillment.

    • D. 

      Create a case and send a dynamic delivery.

  • 17. 
    If a customer calls and the customer needs to be called back because it's a stroke warm line call, what should the specialist do?
    • A. 

      Instant message the medical advisor

    • B. 

      Handle the call and create a medical advisor case

    • C. 

      Handle the call and create a customer priority/complaint case

    • D. 

      Handle the call and use the proper reason codes that will ensure a call back

  • 18. 
    You can send fulfillment in which of the following cases?
    • A. 

      ECC Cases

    • B. 

      Donation Follow-Up Assistance Case

    • C. 

      Customer Priority/Complaint Case

    • D. 

      All of the above

  • 19. 
    If a specialist creates a case in error and needs to change the type of case created, he/she should
    • A. 

      Cancel the current case and start over by creating a new activity and converting to the correct type of case.

    • B. 

      Just create a new case.

    • C. 

      Click on the subject field of the case on the case form to select the proper case from the drop down and save the proper kind of case.

    • D. 

      Send this request to his team lead or supervisor.

  • 20. 
    If a specialist did not need to create a case at all but did, he/she should
    • A. 

      Cancel the case and not worry about anything.

    • B. 

      Just leave the case as it is because it has an activity in it.

    • C. 

      Change the subject to a fulfillment case and just save it.

    • D. 

      Move the activity that is tied to the case and tie it to the contact record; then he/she can cancel the case.

  • 21. 
    How do you move an activity from a case so that it is only associated with the Contact Record and not a case?
    • A. 

      If you cancel the case, you can avoid moving the activity.

    • B. 

      Re-open the activity and set the two regarding fields to the contact's name (contact record) and set the call from to the contact's name.

    • C. 

      Re-open the activity and click save. Then cancel the case.

    • D. 

      Change the subject of the case to show nothing and save.

  • 22. 
    When you have created a new contact record in the system and clicked to save it but receive a "duplicates detected" screen, what do you do if the contact you created is a duplicate record?
    • A. 

      Verify from the duplicates detected screen and click save

    • B. 

      Verify that it is or isn't a duplicate from the duplicates detected screen by scrolling and select the correct contact from the duplicate list

    • C. 

      No need to check the duplicates; click cancel

    • D. 

      No need to check the duplicates; click save

  • 23. 
    When you have entered in a new contact and click to save it but receive a "duplicates detected" screen, what do you do if the contact is NOT one of the duplicates detected?
    • A. 

      Click save

    • B. 

      Click cancel

    • C. 

      Exit out of that screen

    • D. 

      None of the above

  • 24. 
    How many products/dynamic deliveries will MS Dynamics let you generate in a case, knowing that you can generate three at a time (not regarding our business processes)?
    • A. 

      Nine

    • B. 

      Three

    • C. 

      Six

    • D. 

      Unlimited amount

  • 25. 
    Who is allowed to create an ECC New Training Center Case?
    • A. 

      All specialists

    • B. 

      Only PST specialists

    • C. 

      Only ECC specialists

    • D. 

      Only supervisors and leads

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