Microsoft Dynamics: Interaction Sync Assessment Quiz
This assessment is designed around our CRM (Microsoft Dynamics) and our business processes using Interaction Sync.
- 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.
Questions: 20 | Attempts: 11772 | Last updated: Sep 30, 2020
-
Sample QuestionHow many leads can each sales person have assigned to them at a time?
Questions: 18 | Attempts: 763 | Last updated: Apr 15, 2020
-
Sample Question___ is a CRM system that is hosted by an external vendor in the vendor's data center
Questions: 10 | Attempts: 576 | Last updated: May 19, 2018
-
Sample QuestionWhat does CRM uses in order to help a company improve business relationships with customers?
Back to top