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NO.1 A customer with an open opportunity selects one of your company's competitors.
You need to change the status of this opportunity so that the opportunity no longer shows in Open
Opportunities.
What should you do?
A. Activate all draft quotes related to the opportunity.
B. Change the estimated revenue to zero.
C. Close the opportunity as lost.
D. Mark all activities on the opportunity as complete.
Answer: C
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Explanation:
Ref: http://www.microsoft.com/en-us/dynamics/crm-customer-center/close-an-opportunityas-won-
or-lost.aspx
NO.2 You lose an active opportunity and close it in Microsoft Dynamics CRM.
What are two results of closing the opportunity? Each correct answer presents part of the solution.
Choose two.
A. All activities associated with the opportunity are automatically deactivated.
B. Notes and attachments associated with the opportunity are saved for future reference.
C. The opportunity is removed from the list of active opportunities.
D. The opportunity cannot be reactivated.
Answer: B,C
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NO.3 You choose a case from the customer support queue. Your company mandates that all requests
with customers be tracked regardless of the outcome.
You call the customer and learn that the case was submitted on your company's customer portal by
mistake.
What should you do?
A. Reactivate the case.
B. Delete the case.
C. Resolve the case.
D. Cancel the case.
Answer: C
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NO.4 You need a dashboard that shows your cases only. Which dashboard should you use?
A. Customer Service Performance
B. Sales Performance Dashboard
C. Customer Service Operations
D. Customer Service Representative
Answer: D
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