Chapter A: Test Your Knowledge Answers
APPENDIX A: TEST YOUR KNOWLEDGE
Chapter 1: Microsoft CRM Concepts
1. Which of the following are goals of a CRM system? Select all that
a. Acquisition and retention of customers
b. Reduce the time spent on administrative tasks
c. Achieving economies of scale through mass production
d. Track sales related activities and revenues
2. What is the benefit of building customer value? Select all that apply.
a. Charge existing customers more for the products that you sell
b. Customer satisfaction
c. Sell more products to existing customers
d. Understand customer needs
3. Which of the following are Microsoft CRM modules? Select all that
a. Service Scheduling
b. Marketing Automation
c. Salesperson Tracking
d. Tracking Quotas
4. Which are ways that Microsoft CRM is accessed? Select all that
a. Microsoft CRM is installed locally on each computer
b. Microsoft CRM Web Client
c. Microsoft Outlook
d. Microsoft Office
Microsoft CRM Sales Management
5. Which tasks cannot be performed using the Microsoft CRM Client
a. Create users
b. System configuration
c. Create records
d. Delete records
6. What is the difference between an Account and a Contact?
a. Accounts are relationships with contacts.
b. Accounts are relationships with organizations, contacts are
c. Accounts must have sub-accounts, contacts do not have to.
d. Accounts are customer records, contacts are organization
7. Which of the following describe the aspects of the account and
contact relationship? Select all that apply.
a. A contact may be associated with an account but does not
need to be.
b. A contact may be associated with multiple accounts.
c. A contact is not defined as a subordinate entity of an
d. Accounts and Contacts can exist as separate, stand-alone
8. Which of the following should be used to create a record for a
subsidiary of an existing account