MB2423考试题库分享.docx
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MB2423考试题库分享.docx
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MB2423考试题库分享
MB2-423Exam
CRM3.0Applications
科目编号:
MB2-423
科目名称:
CRM3.0Applications
MB2-423考试是Microsoft公司的CRM3.0Applications认证考试官方代号,CRM3.0Applications认证作为全球IT领域专家Microsoft热门认证之一,是许多大中IT企业选择人才标准的必备条件。
CRM(CustomerRelationshipManagement,客户关系管理)自诞生之日起,就被全球寄予厚望,被认为是继ERP之后企业信息化领域的希望之星。
从1999年起,CRM的概念陆续在中国传播。
而自2001年开始,国产CRM软件陆续问世,CRM在中国的已有10年时间。
回顾中国CRM走过的花开十年,有狂热,有彷徨,有失落,也有惊喜。
CRM到底是什么?
CRM给企业带来什么样的价值?
中国CRM厂商的现状如何?
中国的CRM到底该走向何方?
众所周知,进销存、财务、ERP软件,在帮助企业解决了“管账”的问题后,得到企业的地深深认可。
同时,随着企业的不断扩大,企业在运营管理层面的困惑越来越突出,如企业总是不能把人管好,内部管理混乱,“人盯人、人盯事”的现象严重阻碍了企业的发展;同时,中国企业由于缺乏健全的人力资源管理体系,人总是来了又走、走了又招,关键时候想用人,却无人可用,企业就是缺上人才;再者,企业经营很多年,客户流失很严重、业务管控不力……,很多成长型企业的“一把手”整天处于忙乱烦累的状态中。
面对企业面临的这些现状,作为和ERP有同等地位的CRM,本应该成为国内企业运营管理的绝对支柱作用,但实际却没能在国内企业界得到普遍认可。
中国的CRM,走过了风雨10年,国家科技部生产力促进中心和国家信息中心、赛迪网等媒体主办的这次“中国CRM10年回顾”论坛,提出的CRM进入3.0时代,给CRM软件厂商指出了一条光明大道:
那就是CRM务必站在“拥有管理模式”的设计思想下设计,同时,也给中国企业家们在选择CRM上更清晰的指导。
不管时代怎么变化,正如国家信息中心刘处长说,企业信息化是迟早的事,迟上不如早上。
面对国内管理培训、管理咨询被热捧的今天,我们希望看到更多的CRM厂商能够打造出更好的管理模式,能够弥补管理培训和咨询行业的不足,给企业提供一个“培训+咨询+软件”的三位一体的可行性方案。
“企业强,则中国强”,我们相信本次中国CRM10周年论坛开启了CRM3.0的新时代,祝愿我们的CRM软件厂商与中国企业一起做强做大。
获得新推出的微软认证技术专家(MCTS)认证资格就意味着微软承认你已具备高水平的产品专业技能与知识。
您将充分展示在系统管理、部署与维护软SQLServer2005方面的专业技能,或展示在采用BizTalkServer2006进行业务流程开发与解决方案集成方面出色的专业技术。
下面由testinside考题大师带来的microsoftMB2-423Exam考试题库给大家分享。
Exam:
MicrosoftMB2-423
Title:
CRM3.0Applications
1.Whichofthefollowingrecordtypescannotbeusedwithacontactrecordtocreatearelationshiprole?
A.Account
B.Opportunity
C.Contact
D.Lead
Answer:
D
2.Inspeakingwithpotentialcustomers,theSalesManagernoticesthatseveralkeyopportunitieshavebeenlostanddiscoversthatthecustomerspurchasedproductsfromarivalcompany.TheSalesManagerasksyou,theSalesRepresentative,toaddinformationabouttherivalcompanyandwhyeachopportunitywaslosttotheCRMdatabase.TheSalesManagerwantstheinformationtobeavailabletoothersalesrepresentativeswhentheydealwiththesecustomers.Howshouldyoudothis?
A.Addtherivalcompanyasanewaccount,linkthisaccounttoeachcustomer’saccountusingarelationshiproleandaddanoteagainsteachcustomeraccounttogetherwithadescriptionofwhytheopportunitywaslost.
B.Addtherivalcompanyasanewcompetitor,reopenthelostopportunities,addthenewcompetitorrecordtoeachoneofthelostopportunitiesandcloseeachopportunitywithadescriptionofwhyitwaslost.
C.Addtherivalcompanyasanewcompetitorandaddanoteagainstthisrecordwithadescriptionofwhyeachopportunitywaslost.
D.Addanoteagainsteachcustomerdetailingtherivalcompanyandwhytheopportunitywaslost.
Answer:
B
3.WhichofthefollowingrecordsaresynchronizedbetweenMicrosoftOutlookandMicrosoftCRM?
Choosethe2thatapply.
A.Contacts
B.Accounts
C.Notes
D.Tasks
Answer:
AD
4.Whichrecordtypescanbecreatedwhenaleadisconverted?
Choosethe2thatapply.
A.Account
B.Order
C.Opportunity
D.Quote
Answer:
AC
5.AusercomplainsthattheMarketinggroupdoesnotappearintheWorkplace.YoudiscoverthattheuserisusingtheMicrosoftCRMlaptopclientforOutlookwhenoffline.YouneedtomakesurethattheusercanseetheMarketinggroupintheirWorkplace.Whatshouldyoudo?
A.MakesurethattheuserhasselectedMarketinginPersonalOptions.
B.GivetheuseraccesstotheMarketingmoduleusingSystemSettings.
C.AdvisetheuserthattheMarketingmoduleisunavailableintheMicrosoftCRMlaptopclientforOutlook.
D.Instructtheusertogoonline.
Answer:
A
6.WhenaMicrosoftCRMLeadisconvertedtoaMicrosoftCRMAccount,whichofthefollowingistrueabouthowtheactivitiesthatoccurredwiththatLeadaretrackedinthenewAccountrecord?
A.AllLeadActivitiesdisplayinthehistorytaboftheaccount.
B.AllLeadActivitiesaredeactivatedwiththeconvertedlead.
C.FromtheaccounttheLeadActivitiesdisplayasrelatedactivities.
D.FromtheaccounttheLeadActivitiesdisplayas‘thisrecordonly’activities.
Answer:
C
7.ASalesRepresentativereceivedane-mailfromaclientacceptingarecentquotetheyreceivedforaproduct.ThisactionshouldbetrackedinMicrosoftCRM.Whatisthenextactionthatshouldbetakentomovetothenextstageofthesalesprocess?
A.Addanactivitytothequoteandconvertittoanorder.
B.CreateanewMicrosoftCRMinvoiceforthenewproduct.
C.Revisethequoteandaddanactivity.
D.ConvertthequotetoanOrderandenterthewondetailsinthedialogbox.
Answer:
D
8.TheVicePresidentofSaleswantstoorganizehissalesforceonageographicalbasisforreportingpurposes.WhichofthefollowingfeaturesofMicrosoftCRMshouldbeused?
A.Quotas
B.Sites
C.Teams
D.Territories
Answer:
D
9.YouareaSalesRepresentativeandreceiveane-mailfromanexistingaccountthatwantsmoreinformationaboutanewproductline.YouwanttoentertheinformationinMicrosoftCRM.WhichMicrosoftCRMrecordshouldyoucreatetocapturethisinformation?
A.Lead
B.Opportunity
C.Quote
D.Order
Answer:
B
10.WhichofthefollowingtaskscanbecompletedusingfeaturesofMicrosoft?
CRM?
Choosethe3thatapply.
A.Preparingprofitandlossforecasts
B.Sendinge-mailmessagestolistsofaccountsorcontacts
C.Settingupandschedulingservicesofferedbyacompany
D.Runningmarketingcampaigns
Answer:
BCD
11.YouregularlysendletterstoyourcustomersusingMicrosoftCRMmail-merge.Oneofyourcustomershascalledtoaskthatyoudonotsendthemanymoreletters.HowshouldyoumodifythecustomerrecordinMicrosoftCRMtopreventlettersfrombeingsenttothiscustomer?
A.Removethecustomer’srecordfromallmarketinglists.
B.Changethecustomer’spreferredcontactmethodtoPhone.
C.Setthecustomer’sMailsettingtoDoNotAllow.
D.Setthecustomer’sSendMarketingMaterialssettingtoNo.
Answer:
C
12.ASalesRepresentativehasjustreceivedarequestformoreinformationaboutanewproductfromanexistingMicrosoftCRMLead.TheSalesRepresentativemustconverttheLeadrecord.WhichrecordscantheSalesRepresentativeselectwhenconvertingaLeadrecord?
Choosethe3thatapply.
A.Opportunity
B.Quote
C.Contact
D.Account
Answer:
ACD
13.WhichofthefollowingarecharacteristicsofcontactsinMicrosoftCRM?
Choosethe3thatapply.
A.Acontactmusthaveaparentaccount.
B.Acontactcanhavesub-contacts.
C.Anaccountdoesnothavetohaveacontact.
D.Acontactcanonlyhaveoneparentaccount.
Answer:
BCD
14.Youwanttosende-mailtoallcustomersinaparticularcityinformingthemaboutanewpromotion.Whatisthefastestwaytodothis?
A.RuntheSalesHistoryreporttocreatealistofcustomersandforeachaccountintheresultslist,opentheaccountandaddane-mailactivity.
B.AddeachcustomertoanewMarketingListandthenusethenewlisttocreateaQuickCampaigntogeneratee-mailactivities.
C.UseAdvancedFindtocreatealistofcustomersandthencreateaQuickCampaignforallrecordsonallpagestogeneratee-mailactivities.
D.UseAdvancedFindtocreatealistofcustomersandforeachaccountintheresultslistopentheaccountandaddane-mailactivity.
Answer:
C
15.Youhaveanopportunitywithacustomertosellarangeofproducts.ThecustomerhasanaccountrecordintheMicrosoftCRMdatabaseandhasinformedyoutheyhavehiredaconsultanttohelpthemdecidewhethertobuytheproductsfromyourcompany.YouwanttoaddthisconsultanttotheMicrosoftCRMsystem,andrecordthatheisadvisingyourcustomeronthispurchase.Whatshouldyoudo?
A.Createanewaccountfortheconsultant.Makethenewaccountasub-accountofeachcustomer’saccount.
B.Addtheconsultantasanewcontactundereachcustomer’saccount.
C.Createanewcontactfortheconsultant.CreatearelationshiprolecalledConsultantthatenablesacontacttobelinkedtoanopportunity.Ineachopportunity,addanewrelationshiptotheconsultantcontactusingtheConsultantrelationshiprole.
D.CreateanewcontactfortheConsultant.CreatearelationshiprolecalledConsultantthatenablesacontacttobelinkedtoanaccount.IntheaccountrecordforeachcustomeraddanewrelationshiptotheconsultantcontactusingtheConsultantrelationshiprole.
Answer:
C
16.Auserranamail-mergeusingatemplateletterforseveralaccountsontheircomputer.Theusercomplainsthatwhentheyexaminetheactivityhistoryforeachoftheaccounts,thereisaMailMergeLetteractivitybutitdoesnotincludethecontentsoftheletter.Whatshouldyoudo?
A.Makesurethattheuser’sPChasWord2002oralaterversion.
B.AdvisetheuserthatMicrosoftCRMdoesnotrecordthecontentsofletterscreatedbyusingmailmerge.
C.AdvisetheuserthatWorddocumentscannotbeattachedtoaccountrecords.
D.MakesurethattheuserisusingtheWebClient.
Answer:
B
17.ASalesRepresentativewantstosendoutmonthlynewsletterstoaccountslocatedinthecityofChicagothathaveaminimummonthlysalesrevenue.UsingtheMicrosoftCRMAdvancedFindtool,theSalesRepresentativehassavedthesearchcriteriausedtolocatethisinformation.WherewilltheSalesRepresentativepulltheinformationfromeachmonth?
A.TheSalesRepresentativewillhavetocreateandsaveanAdvancedFindsearcheachmonthinordertopullthemostup-to-dateinformation.
B.ThesavedAdvancedFindsearchwillbeavailableasaMicrosoftCRMreport.
C.ThesavedAdvancedFindsearchwillbeavailablehasanewentitylocatedasAccountdetailsinMicrosoftCRM.
D.ThesavedAdvancedFindsearchwillbeavailableunderAccountviewsinMicrosoftCRM.
Answer:
D
18.Withwhichofthefollowingrecordscansalesliteraturebeassociated?
Choosethe2thatapply.
A.Products
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