MS Dynamics CRM- Post Refresher Training Assessment
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- 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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