Microsoft Dynamics: Interaction Sync Assessment Quiz

24 Questions | By Joncox45 | Updated: Mar 21, 2022 | Attempts: 102

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This assessment is designed around our CRM (Microsoft Dynamics) and our business processes using Interaction Sync.

Questions and Answers

1.

When should you enter information into Interaction Sync? (check all that apply)
- A.
  
  When you receive an inbound interaction
- B.
  
  When you need to transfer a phone call
- C.
  
  When you answer a phone call from a new customer
- D.
  
  When you answer a phone call from an established customer
2.

What does Interaction Sync automatically create for each incoming interaction?
- A.
  
  Activity and a case
- B.
  
  Contact record and a case
- C.
  
  Activity
- D.
  
  Only the search box
3.

You will create a case if a customer wants to speak to a supervisor.
- A.
  
  True
- B.
  
  False
4.

What are the benefits of using Interaction Sync?
- A.
  
  It is one integrated application where you can complete your work, so it streamlines everything.
- B.
  
  The entire AHA is using Interaction Sync.
- C.
  
  You can never have duplicate records.
5.

How can you tell if your activities have not been marked complete?
- A.
  
  Go to the queue view and scroll.
- B.
  
  Go to "My Activities" on the dashboard, select the view that shows open activities.
- C.
  
  Go to the case to find out.
6.

What is an activity?
- A.
  
  A form that must be completed to document an incoming interaction or outgoing email.
- B.
  
  A form that documents the further action that must be taken with the customer.
- C.
  
  Exactly the same thing as an SR.
7.

What is a case?
- A.
  
  It is what you must create for a frequent caller.
- B.
  
  It is what pops with each inbound interaction.
- C.
  
  It is what we must convert an activity into if any further action needs to be taken.
8.

All Stroke Warm Line calls will be converted to Medical Advisor cases.
- A.
  
  True
- B.
  
  False
9.

The process for transferring a phone call is
- A.
  
  Save and Mark an activity complete and then transfer the call.
- B.
  
  Save and close the activity and then transfer the call.
- C.
  
  Note in the description of the activity that you are transferring the call, save the activity and convert to a case, save case, and transfer the call.
10.

Only the medical advisor can resolve Medical Advisor Cases.
- A.
  
  True
- B.
  
  False
11.

Multimedia Specialists will resolve cases.
- A.
  
  True
- B.
  
  False
12.

What extra piece of information will you now need to ask for from a customer?
- A.
  
  Place of Business
- B.
  
  State
- C.
  
  City
- D.
  
  Contact Category
13.

The new business process for Direct Mail- DNM and DEC- will no longer require you to send an email from NSC Connection.
- A.
  
  True
- B.
  
  False
14.

You must run a workflow to reopen an activity.
- A.
  
  True
- B.
  
  False
15.

What allows you to see the activities and cases that you created that day and also give you multiple ways to view things by providing a dropdown menu of views, including team and personal ones that you can create.
- A.
  
  Contact Records
- B.
  
  Workflow
- C.
  
  Dashboard
- D.
  
  Queue
16.

It's the responsibility of the specialist to make sure that he/she has no open activities at the end of each day.
- A.
  
  True
- B.
  
  False
17.

How can you activate secure pause and how long will it suspend recording?
- A.
  
  On the interaction tool bar- click it; it will last for 60 seconds.
- B.
  
  Place your cursor in the payment type which will keep it on pause until the phone call is finished.
- C.
  
  Once you open Blackbaud, it will be auto-activated.
- D.
  
  When you say payment, it will suspend recording.
18.

Where would you note that customer is a minor?
- A.
  
  On one of the street lines
- B.
  
  Drop down menu of the contact record
- C.
  
  The top field of the customer record- alert
- D.
  
  The description box of the activity
19.

When you transfer a call,
- A.
  
  You must mark the activity complete.
- B.
  
  You must create a case and note in the description field of the activity that you are transferring a call.
- C.
  
  You must tell that person to create a new case.
- D.
  
  The recipient will not receive a new activity.
20.

When you search for a customer record,
- A.
  
  The search must have the phone number in it.
- B.
  
  The search needs no asterisks and it queries for each field using "and".
- C.
  
  The search is case sensitive .
- D.
  
  The search can be done with a zip code.
21.

The Donation Follow-Up cases have so many fields because the fields should help the MM specialist
- A.
  
  Capture all the necessary information to help the Donations Team
- B.
  
  Resolve the case
- C.
  
  Not actually create the case
- D.
  
  Choose better reason codes
22.

The PST Team will resolve the following cases:
- A.
  
  PST Cases
- B.
  
  PST and Fulfillment Cases
- C.
  
  No Cases
- D.
  
  Only Cases he or she creates
23.

If a customer's number does not pull up any records and the customer is unwilling to give his/her information, how should you document that contact and activity?
- A.
  
  Create a new contact record, the phone number will default to the last name. Fill in the description on the activity to reflect that the caller would give no information.
- B.
  
  Create a new contact record and make up a name.
- C.
  
  Don't create a new contact for someone who won't give any information.
- D.
  
  Only create an activity for this for call but not a contact.
24.

If a call comes through on a private number and the caller will give no information, what should you do?
- A.
  
  Make up a phone number and include in the description field that the customer was unwilling to give information.
- B.
  
  Just skip documenting that.
- C.
  
  Search for the NEC Phone Customer Contact and fill in the activity, and mark complete
- D.
  
  Document the activity as unable to capture.