MB2423考试指南及题库分享.docx
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MB2423考试指南及题库分享.docx
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MB2423考试指南及题库分享
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MB2-423考试资料
CRM3.0Applications
CRM3.0应用
科目编号:
MB2-423
科目名称:
CRM3.0Applications
语言(s):
英语
考生:
信息工作者
技术:
微软DynamicsCRM3.0
类型:
监考考试
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。
关于这门考试
该认证考试要求考生的能力:
理解和阐述如何使用和有效地落实在MicrosoftDynamicsCRM3.0应用程序的模块。
使用应用程序方面的解决方案,以充分传达给其他用户。
时间要求和问题
120分钟完成考试
60个问题与70个合格率,百分比
多项选择和多个回答问题
个人谁想要获得微软DynamicsCRM3.0的应用程序认证应借此考试。
额外的技能建议:
一般工作知识微软视窗
一般营运客户关系管理知识过程
认证方向:
通过MB2–423考试可以获得下面相关认证:
微软认证业务管理解决方案专家
微软认证商务管理解决方案专家–ApplicationsforMicrosoftDynamicsCRM
微软认证商务管理解决方案专家-DeveloperforMicrosoftDynamicsCRM
考试考察知识:
百分比表示考试题目相对权重。
MicrosoftDynamicsCRM中的基本概念(30%)
帐户和联系人
Outlook客户端
销售管理(30%)
销售管理生命周期
线索管理
完成交易
销售生产力
销售管理
营销自动化(22%)
营销自动化的生命周期
策划市场营销活动
运动创作
项目的执行和响应管理
服务管理(20%)
服务管理生命周期
合同管理
个案管理
创建一个知识库
管理服务队列
服务调度(15%)
服务调度生命周期
调度服务
调度管理
定义服务
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
B.Quotes
C.Accounts
D.Competitors
Answer:
AD
19.Yourcompanyhasdecidedtodesignatecertaincustomersaspreferredcustomers.YouhavebeenaskedtoconfiguretheMicrosoftCRMsystemsothatpreferredcustomers
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