Question 1.
ITCertKeys.com has opened an office in Berlin, Germany. The Sales Director at ITCertKeys.com asks you to create a list of Opportunities, showing the Forecasted revenue in both the transaction currency (Euro) and in the base currency (US Dollars) along with the international exchange rate. You try to find the Opportunities with the required fields. However, none of the existing Opportunities views include all the required fields. 

What should you do to produce the data and make it available to the Sales Director as quickly as possible?

A. Export the data in Excel Worksheet and choose 'Dynamic PivotTable'. Select the required 
    columns in the report
B. Export to Excel Worksheet and choose 'Select DynamicTable' with records from the report. 
    select the required columns in the report
C. Execute Advanced Find to generate the view with correct fields. Save the results and share it
D. Export the data in Excel Worksheet and select 'Dynamic Worksheet'. Select the required 
    columns in the report

Answer: C, D

Explanation:
To product the data and make it available to the sales director as quickly as possible, you need to execute Advanced Find to generate the view with correct fields. Save the results and export the data in Excel worksheet. Select Dynamic Worksheet and select the required columns in the report. When working with queries in Advanced Find, you can look at the criteria in two ways: Detail mode and Simple mode. You can find and set the default settings for Advanced Find mode in the Personal Options form. When working in Details mode, you are further presented with the option to add an And clause or an Or clause to our query. Virtually every area of Microsoft Dynamics CRM has the ability to export to Excel. In addition to being able to export using the Advanced Find, you can select the Excel icon within Microsoft Dynamics CRM.

The Export to Data to Excel dialog box has three options:
Static Worksheet with Records from This Page- This option will export the records on the page, with only the columns that are visible on the view from the page. By default, the Inactive Contacts only have Full Name, Parent Customer, and Business Phone, so those will be the only fields exported. You can modify your view and additional columns by going to Settings, Customize and adding columns to the view, if necessary. Dynamic Pivot Table- When selected, the Select Columns button becomes enabled, allowing you to optionally add additional columns to the export After you're finished adding columns, you can export the data by selecting Export, and Excel will open in Pivot Table design mode allowing you to drag and drop to create Pivot Tables. This option is generally used to manipulate and report on data from Microsoft Dynamics CRM. Dynamic Worksheet - selecting this option will allow you to add new columns (as described in the first option, static worksheet); however, the columns are only added for the purpose of export and do not change the underlying view. 

Reference: 
Working with Microsoft Dynamics CRM 4.0, Second Edition

Question 2.
ITCertKeys.com is a large IT training company. You're the instructor at ITCertKeys.com. ITCertKeys customers send their sales people to learn presentation skills. You ask the course attendees to produce PowerPoint presentations. To check and compare the presentations, you need to store the PowerPoint presentations produced by the attendees in Microsoft Dynamics CRM 4.0. 

How should you store these presentations in the CRM so that the Course Manager and you can review each student's work? (Choose two answers. Each answers is part of the complete solution)

A. Locate the Contact and attach the PowerPoint presentation to it
B. Create a contact for each student and save the PowerPoint presentation as an attachment
C. Locate the Contact and create a task. Attach PowerPoint presentation and save the task
D. Create a contact for each student. Assign an identifying number and attach PowerPoint 
    presentation to each contact with the identifying number

Answer: A, C

Explanation:
To store presentations in the CRM so that the Course Manager and you can review each student's work, you need to locate the contact and attach the PowerPoint presentation to it. To view, locate the contact and create a task. Attach PowerPoint presentation and save the task. You can attach a file with a contact. This way it'll be easy to view the work of each student. The attach a file option is present in the contact form. Create a task from the contact. Task Activities are those that have some kind of action that doesn't fall within the other categories. The Task Activity will be the one most commonly used when the work doesn't fit neatly within the existing Activity types.

When working with the new Task Activity form, Subject and Owner are the only required fields in creating a Task. The area directly below the Subject field is generally reserved for details related to the Subject, but you can include those details on the Notes tab if you prefer. The Regarding field is not required by default; however, if you don't complete this field, the Task will not be part of a record's history. This is acceptable if you're creating Tasks for yourself, such as when preparing a document. However, if the preparation of a document Task is for an existing customer, Lead, or other entity, you'll want to enter that information so that the document preparation record becomes part of the related record

Reference: 
Working with Microsoft Dynamics CRM 4.0, Second Edition

Question 3.
ITCertKeys.com has a subsidiary that deals in corporate investments. You're the sales manager at a ITCertKeys subsidiary company. You handle the overall investment portfolios. Sales personnel have limited access. They can only view their own client records. One member of the sales team, Ralph gets ill. You have to allocate another sales executive to manage Ralph's accounts and opportunities while he is ill. The other sales executive named Denise will manage Ralph's account while he is ill. You also want Ralph to manage his own accounts and opportunities once he gets well and returns to work. 

What should you do to achieve this task?

A. Select all accounts that Ralph operates and assign them to Denise
B. Select all opportunities that Ralph operates and assign them to Denise
C. Transfer Ralph's account profile to Denise profile
D. Select all accounts that Ralph operates and share it with Denise
E. None of the above

Answer: D

Explanation:
To allocate another sales executive to manage Ralph's accounts and opportunities while he is ill and allow Ralph to manage his own accounts and opportunities once he gets well and returns to work, select all accounts that Ralph operates and share it with Denise.

Reference: 
Working with Microsoft Dynamics CRM 4.0, Second Edition

Question 4.
ITCertKeys.com is a leading IT Exam solution provider. You work as a sales manager. You send letters to contact using mail merge. To make the process easy, you have created a personal email template for these contacts. A marketing manager at ITCertKeys.com sees your personal email template. He wants to use it for sending letters to his accounts. 

How will you facilitate his request?

A. Teach marketing manager how to create an email template
B. Create a new email template and send it to the marketing manager
C. Share the email template by making it available to organization
D. Edit the email template and personalize it for marketing manager. Email the template to 
    marketing manager
E. None of the above

Answer: A

Explanation:
You need to teach marketing manager how to create an email template. E-mail Templates enable you to create and modify your personal E-mail templates, as well as promote them to the Organizational level. E-mail Templates are the richest templates because they allow for specific customizations specific to the sender and receiver. E-mail Templates have several core properties that make up how they work:
* Template Type
* Viewable By
* Language
Templates cannot have attachments. If attachments are necessary, we recommend either including a URL to a public website where the attachment can be downloaded or including the attachment with the individual e-mail. You can include images in templates, but they must be available on public websites. Navigate to the website, and copy and then paste the image directly into the body of the template. Another use for templates is in the creation of an e-mail signature. To do this, create a template with Template Type equal to Global and add the desired signature values. When creating an email, select the Insert Template option and insert the Signature template. You can also add multiple templates in a single email.

Reference: 
Working with Microsoft Dynamics CRM 4.0, Second Edition

Question 5.
ITCertKeys.com sells Computer hardware. You are in charge of processing orders. Orders are delivered to warehouses and invoices are sent to accounts department. The warehouses are not in the same location as the account department. You're already using the phone and fax fields on the order. You ordered the delivery drivers to call the cell phones of the people responsible for delivery and billing enquiries. 

How should you use Microsoft Dynamics CRM 4.0 to record this information?

A. Select billing and shipping contact and link it to the order. Record the names of these people in 
    the Address contact fields
B. Create a new relationship role. Link billing contact to the shipping contact
C. Create a new relationship role. Link billing contact to the shipping contact and link it to the 
    order opportunity
D. Create two new relationship roles under the order it relates to. One is billing contact and the 
    other shipping contact.

Answer: A

Explanation:
To record this information using Microsoft Dynamics CRM 4.0, you need to select billing and shipping contact and link it to the order. Record the names of these people in the Address contact fields. Contacts are individuals that either are Customers or are in some way related to an Account. Although they aren't required to have a relationship with an Account, they often do. An example of a Contact without a relationship to an Account is someone like the mailman, whom you want to keep in the system so that all the employees can get information about him such as his name or birth date (everyone should wish the mailman happy birthday), but there might not be reason to have the United States Post Office as an Account just for the mailman.

Since the order is the main entity billing and shipping is related to. So you need link billing and shipping contact to the order. Now you should record the names of these people. You can easily do that in the address contact fields. Segregate the names of these people according to their work. If a person is in the billing contact, put him in the billing contact.

Reference: 
Working with Microsoft Dynamics CRM 4.0, Second Edition

Question 6.
ITCertKeys.com manufactures computer hardware. You work as an accountant. You are streamlining and automating the accounting process. You want to record the name of your contact at the LED manufacturing plant that supplies LEDs to ITCertKeys.com in Microsoft Dynamics CRM 4.0. 

What should you do to record this in Microsoft Dynamics CRM 4.0?

A. Ask the CRM administrator to create a new record for the supplier and separate it from the 
    customers
B. Setup an account record with a relationship type as Supplier. Record the contact of your 
    supplier and link it to the account
C. Create a supplier account and the contact. Link the contact to the supplier account. Create a 
    rule so that the supplier account is not confused with your customers
D. Create a supplier account and a contact. In the details tab under the description enter details 
    about the supplier
E. None of the above

Answer: B

Explanation:
To record the name of the contact at the LED manufacturing plant, you need to create a supplier account and the contact. Link the contact to the supplier account. Create a rule so that the supplier account is not confused with your customers. In general terms, users should consider Accounts as businesses or organizations. Some Accounts have many contacts associated with them (such as a normal customer that has two dozen employees whom you have contact with on some level); other Accounts have no contacts associated with them (the Internal Revenue Service might be a good example of this). The Account Entity can be used not only for businesses you sell to, but also for vendors you purchase from, again tracking contacts that work for the vendor.

When working with Accounts, only two fields are required by default: Account Name and Owner . (However, you can easily customize the form to make other fields required if your business needs require it.) The Account Name field is limited to 160 characters and, by default, can be the same value as an existing Account name. Because the Account Name is the first field shown on the default quick find view, it is important to be descriptive here. Contacts are individuals that either are Customers or are in some way related to an Account. Although they aren't required to have a relationship with an Account, they often do. An example of a Contact without a relationship to an Account is someone like the mailman, whom you want to keep in the system so that all the employees can get information about him such as his name or birth date (everyone should wish the mailman happy birthday), but there might not be reason to have the United States Post Office as an Account just for the mailman.

Reference: 
Working with Microsoft Dynamics CRM 4.0, Second Edition

Question 7.
ITCertKeys.com is a leading exam solutions provider. You're the sales manager at ITCertKeys.com. A new version of one of the products has been launched and the CEO of ITCertKeys.com has asked you to make sure that the old versions are not included in any sales from now on. The CEO wants to compare the sales of the new version with the sales of the old ones during the month. 

What should you do to achieve this task in Microsoft Dynamics CRM 4.0?

A. Access Settings area and navigate to the Product Catalog. Select products and deactivate it
B. Look Up the products in the navigate area. Select and deactivate it
C. Navigate to the product catalog. Select the old versions and delete them
D. Navigate to the product catalog. Select products and deactivate it
E. All of the above

Answer: A

Explanation:
You need to access the settings area and navigate to the Product Catalog. Select products and deactivate it. Information about the products being sold is managed in the Product Catalog. You must set up four areas:
* Discount Lists
* Unit Groups
* Price Lists
* Products
Since the CEO wants to compare the sales of the new version with the sales of the old versions during a month, it is recommended that you access the Product catalog in settings area and select the products that are old versions. Deactivate it. The new products are already activated. You can generate the report of the new product sales and compare it with the old ones in the product catalog.

Reference: 
Working with Microsoft Dynamics CRM 4.0, Second Edition
Section 2: Multi-Lingual User Interface and Multi-Currency (2 Questions)

Question 8.
ITCertKeys.com offers vast range of products. You manage product catalog using Microsoft Dynamics CRM 4.0. The Sales Director asks you to set up the product catalog for all products. ITCertKeys.com's products are sold in single units and in 4 different currencies: US Dollars, Euros, Australian Dollars and Yen. You also want the product to be available to the members of a Trade Association at a 10% discount of the price available to the general customers. 

What should you do to set up the price list information for trade association and for the general customers?

A. Set two price lists: one for the non-members and one for the members. Set up the price in four 
    currencies in each price list.
B. Set a general price list with all four currencies for the non-members. Create a separate entity in 
    the price list with a 10% discount in each currency for the members
C. Set up four price lists. Once for each currency and create a discount list for the members
D. Setup eight price lists: four for the members and four for non-members. Each price list will be 
    in a single currency. So four price lists with four separate currencies for members and four 
    price lists with four separate currencies for the non-members.
E. All of the above.

Answer: D

Explanation:
To set up the price list information for trade association and for the general customers, you need to setup eight price lists: four for the members and four for non-members. Each price list will be in a single currency. Therefore, four price lists with four separate currencies for members and four price lists with four separate currencies for the non-members. Price Lists make up groupings of products with associated pricing. If you don't have varied pricing for any reason, you could easily set up a single Price List (called Standard Price List, Default Price List, or similar) with all your products and their pricing on it. Additionally, it might be common to have only a small number of prices lists, such as Retail and Wholesale. However, no limit governs the number of available Price Lists-you can create multiple prices lists by customer, region, time of year, or other consideration.

You can easily set up Price Lists in conjunction with Discount Lists for promotional and seasonal pricing for specific products. To do this, create a new Discount List with the discount and quantity of discount. (For this scenario, in which the promotional pricing would apply to every item, regardless of quantity, the beginning quantity would be 1 and the ending quantity would be whatever maximum level you wanted to set.) Create a new Price List and add existing products and units, as well as the Discount List you previously set up. Be sure to name both the Price List and the Discount List accordingly so that you'll know what they are for.

Reference: 
Working with Microsoft Dynamics CRM 4.0, Second Edition

Question 9.
ITCertKeys.com has opened a new sales office in Tokyo, Japan. You are the third sales executive to work in Tokyo. You need to make sure that the default currency for account recorded you create is set to Japanese Yen. 

What should you do to achieve this task?

A. Access Set Personal Options and select default currency. Set it to Japanese Yen
B. Create a new Profile and select default currency. Set it to Japanese Yen
C. Choose convert the currency. And set the parameters to convert Euro to Japanese Yen
D. Open each case and edit it. Change the default currency to Japanese Yen
E. None of the above

Answer: A

Explanation:
To make sure that the default currency for account recorded is set to Japanese Yen, you need to access Set Personal Options and select default currency. Then, set it to Japanese Yen. Access your account and select options. Select the default currency. This way every sales you make will be in Japanese Yen. Your personal account will depute the default currency and it will be shown in the opportunities, cases, accounts and sales you create.

Reference: 
Working with Microsoft Dynamics CRM 4.0, Second Edition
Section 3: Customer-Centered View (0 Questions)
Section 4: Using Microsoft Dynamics CRM for Microsoft Office Outlook (3 Questions)

Question 10.
You want to synchronize data between Microsoft Dynamics CRM 4.0 and Microsoft Outlook.

Which of the following records can be synchronized? (Choose two or more answers)

A. Contacts
B. Customer emails
C. Tasks
D. Customer accounts
E. Receipts
 
Answer: A, C

Explanation:
Contacts and Tasks are the only items that can be synchronized between Microsoft Dynamics CRM 4.0 and Microsoft Outlook. Outlook can synchronize any Task, Phone Call, Letter, or Fax that you are the owner of, as well as Appointments for which you're listed as an attendee. Contacts are a little trickier: Only the Contacts that you've specified in the Local Data settings are synchronized. You can navigate to the Local Data settings by clicking Local Data or by navigating to CRM, Modify Local Data Groups from the Outlook client. By default, Local Data synchronizes only Contacts for which you are listed as the owner. This prevents problems when organizations have a huge number of Contacts from all of them synchronizing with Outlook. However, if you want to have every Contact in the organization, or if you want to have all of your Contacts as well as all the Contacts your employees own, you can dynamically set that value here.

Reference: 
Working with Microsoft Dynamics CRM 4.0, Second Edition

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