MS Dynamics CRM- Post Refresher Training Assessment

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

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

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

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

First Name and Last Name

First Name, Last Name, and Phone Number

Phone Number

Last Name

Your team's Dashboard

The NEC Customer Care Specialist Dashboard

The Dashboard that you have set as your default.

The Contact Screen Search

Phone Calls and Tasks

Phone Calls and Emails

Phone Calls and Product Orders

Phone Calls and Cases

True

False

True

False

True

False

True

False

True

False

True

False

True

False

Create a donation follow-up/assistance case.

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

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

Create a case and send a dynamic delivery.

Instant message the medical advisor

Handle the call and create a medical advisor case

Handle the call and create a customer priority/complaint case

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

ECC Cases

Donation Follow-Up Assistance Case

Customer Priority/Complaint Case

All of the above

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

Just create a new case.

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.

Send this request to his team lead or supervisor.

Cancel the case and not worry about anything.

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

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

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

Verify from the duplicates detected screen and click save

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

No need to check the duplicates; click cancel

No need to check the duplicates; click save

Click save

Click cancel

Exit out of that screen

None of the above

Nine

Three

Six

Unlimited amount

All specialists

Only PST specialists

Only ECC specialists

Only supervisors and leads

Change Bulk Email to Allow

Change Email to Allow

Change both Email and Bulk Email to Allow

It's already coded correctly

Reason Codes: Stroke, Stroke Connection Magazine... those reason codes will fulfill the request.

Reason Codes: Stroke, Stroke Connection Magazine, convert activity to a fulfillment case, select SCM as the delivery method and then select the product and generate the order.

Reason Codes: Stroke, Stroke Connection Magazine, complete the form, save the activity, mark complete and go to our stroke site to register the customer for the SCM.

Reason Codes: Stroke, Stroke Connection Magazine,convert activity to a Medical Advisor case, select SCM as the delivery method and then select the product and generate the order.

Enter the product order in the description field and mark the activity complete.

Convert the activity to a Fulfillment case, select CEP Delivery Method, select product, and generate the order.

Convert the activity to a Customer Priority/Complaint Case with explicit notes in the description box.

Convert the activity to a Fulfillment case, select External Fulfillment Delivery Method, select product, and generate the order