Microsoft Dynamics: Interaction Sync Assessment Quiz

24 Questions | Total Attempts: 52

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CRM Quizzes & Trivia

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.

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