1. New features of MS Dynamics CRM 4.0
1. List the two types of deployment options available in Customer Relationship Management (CRM).2. What is near navigation?
3. What is Windows Workflow Foundation (WF)?
4. What is Windows Presentation Foundation (WPF)?
5. Which versions of Visual Studio provide full support for the development of CRM?
6. List the tasks that a developer can perform using Visual Studio in a development environment?
7. What is n-tier model?
8. What is the MS CRM entity model?
9. What are the various property types of attributes in CRM?
10. What is Mobile Express?
11. What is the licensing limit for the various versions of CRM?
12. What is a Resource Center?
13. What is Integrated Instant Messaging?
14. What is the MS Dynamics CRM application hoster?
15. Why should the Enable High Contrast option should beenabled?
16. Explain the Default Pane and the Default Tab.
2. Prerequisites and Installation of CRM
1. List the various Microsoft technologies used in Customer Relationships Management (CRM).2. List the various types of On Premise CRM.
3. What are the various kinds of Microsoft Client Access License (CAL) available with CRM 4.0?
4. What are the two roles that can be specified during the setup of CRM?
5. What are the different modes of the Outlook client?
6. What are the essential fields to fill while creating a user record in CRM 4.0?
7. Can you change the parent business unit created while installing CRM?
8. What is CRM email router?
9. What is Microsoft Stack?
10. What is SOA?
11. Which version of Microsoft CRM can be upgraded to Microsoft CRM 4.0?
12. What is Internet Facing Deployment (IFD)?
13. What is the default mode of authentication?
14. What are the essentials of setting up an IFD?
15. Explain the need of the Microsoft CRM Diagnostic tool.
16. What are the two modes that can be installed for Outlook?
3. Importing and Migrating Data into CRM
1. What are the situations in which duplicate records are detected in Customer Relationships Management (CRM)?2. What are data maps?
3. In which format can data be imported into CRM?
4. For which entities can data be imported into CRM?
5. Which tasks are performed by Data Migration Manager (DMM)?
6. In which format can data map be exported or imported?
7. Which tasks are performed by Data Management in CRM?
8. At what interval, match codes run to detect duplicate records?
9. How can you import data from multiple files in CRM?
10. How can you import records and assign them to multiple users?
11. Does the import wizard allow duplicates to be detected?
12. How can you import customized data without creating customized fields in CRM?
13. Are the data maps for Data migration and Data Import same?
4. Understanding Sales and Marketing Module
1. What options are available in the Convert Lead window while converting a Lead?2. How many records can be merged at a time?
3. Can you change the currency of an Opportunity, which has been created and saved?
4. List the various types of Activities that can be created in Microsoft Customer Relationships Management (MS CRM) 4.0.
5. Where can the marketing department of a company upload the product brochures and collaterals?
6. Suppose you need to create telephone Activities on 10 records for your internal sales team. What is the fastest possible way to achieve this?
7. What are the common functionalists of Accounts, Cases, Opportunities, Leads, and Contacts entities?
8. Which records can be shared among users?
9. Which records can Activities be converted to in CRM 4.0?
10. What happens when an Account is deleted?
11. What happens when a Contact is deleted?
12. What is the disadvantage of entering data in the Notes field?
13. What is a Parent Account?
14. What is the difference between a Quote, Order, and Invoice in CRM?
15. What are the various statuses of Quotes?
16. What are the various statuses of an Order?
17. What are Menus?
18. How can views be sorted on two fields?
19. Can multiple Activities be edited at once?
20. Can the closed Activities be edited?
21. Can multiple Leads be edited at once?
22. How can you view the permissions on a record?
23. Is it possible for users to limit their permissions on a record they own?
24. How many mail merge processes can run at a time?
25. How many fields can be used in a mail merge document?
26. Which files are deleted after a mail merge operation?
27. What is the use of the regarding field in an Activity?
28. How can you spell check or format text in CRM?
29. What is Bulk Mail?
30. What is an unresolved address? How can the e-mail addresses be matched to an existing record or a new record?
31. Can an e-mail template created for Lead be used with a Contact?
32. How can you send images in e-mail messages or templates?
33. What is the Originating Lead field?
34. If a user A qualifies the Lead owned by the user B, then who will be the owner of the newly created records?
5. Understanding the Service Module
1. Which activities are visible in the Customer Relationships Management (CRM) Calendar?2. Which entities are parts of the Service Module?
3. What is Knowledge base?
4. What is the procedure of creating an article for the I Knowledge base?
5. How can you alert the users about the new articles in the Knowledge base?
6. How can a case be created from an activity?
7. Can a Help Article be sent from the Knowledge base to the Customers?
8. What is full text search?
9. What is title search?
10. What is catalog index?
11. What is keyword search?
12. Why are comments used in a Knowledge base?
13. Can a recurring service activity be created in CRM 4.0?
14. Which contracts cannot be edited?
6. Settings and Configuration
1. How does Customer Relationship Management (CRM) track e-mails in the absence of the tracking token?2. How can you restrict the access to records among various users in a company?
3. Consider a situation where, while travelling, a sales representative needs to access customer related data on his/her laptop but does not have access to an Internet connection. How can you make this possible?
4. List the various tasks available on the Data Management page that maintain the quality of data in CRM?
5. What is the maximum file size limit for attachments in CRM?
6. Which Contacts can be synchronized to Outlook from CRM?
7. How can you control the data access across an organization?
8. What is Application mode?
9. If a user has two roles, namely Salesperson and System Administrator, then what will be the access right of the user?
10. List some of the features of security roles.
11. What are teams?
12. What is the difference between Append and Append To?
13. What is Reparent?
14. What are Sales Territories?
15. Can a user record be deleted?
16. Can a Business Unit be deleted?
17. Can Leads be deleted?
18. What will happen if more than specified number of user is created?
7. Reporting
1. How do you check the effectiveness of leads in the Customer Relationships Management (CRM)?2. How can you run Specific Entity Reports?
3. In what formats can the CRM reports be exported?
4. How can you download the Report Definition Language (RDL) file?
5. What is Microsoft SQL Server Reporting Services (SSRS)?
6. What are the various components of SRS?
7. Can you run a report while being offline in Outlook?
8. What is a Web archive?
9. How can you share a report with the entire organization?
10. How can you analyze the data in CRM?
11. How can you create reports in CRM?
12. Which control is required to print the reports from CRM?
13. How can an exported Excel file be used as a report in CRM?
14. List the components that are required to create report development environment.
15. Can you edit default reports by using the Report wizard?
16. What reports are made available to the user in the offline mode?
17. What are filtered views?
18. What options are available to export a report in the offline mode?
19. How can you create a report without using the Report wizard?
20. What is a Parent Child Report?
8. Workflows and Plug-ins
1. What is the use of workflow?2. How can you create Plug-ins?
3. Who can create a workflow?
4. How can workflows be created?
5. How can you start automatic workflows?
6. What are the various aspects of a workflow?
7. What are Plug-ins?
8. How a workflow is made available to the users?
9. What is a child workflow?
10. What is a check condition?
11. What is a conditional branch?
12. How can a workflow be stopped?
13. If the Action toolbar of a record type does not contain the Run Workflow button, then what does it means?
