Intro of Dynamics 365(1st)

1) Explain the Marketing module Flow?

By using the marketing module, we can do campaigns, for the campaigns we need to create an account and multiple contacts related to accounts. After creating it we can create a marketing list in 2 ways like static and dynamic. For static we need to add the members manually, for dynamic based on some query members will add automatically. After that we need to create a campaign and add the required no of marketing list to campaign.

After that create a campaign activity like phone or email or task based on the requirement. After that click on the distributive campaign. After that go to campaign and create campaign response by giving the required details.

2) Explain the Sales module flow?

Lead will come in 2 ways either Walkin or campaign response. Based on customer interest either qualify or disqualify lead. If we disqualify the lead, we have options like lost, cannot contact, not interested or cancel. If the customer is interested, then we will qualify the lead. Based on the given information account, contact and opportunity records are created. We should provide a pricelist, based on pricelist we can add products.

According to the product we create quotes. After creating the quote, activate quote. Then send it to the customer. The customer is not satisfied with the quote, so we have revised the quote for that we have revise button, then we provide more discount and more product. Once the customer is happy with the quote then we create an order. While creating order close the opportunity as won status and provide the actual revenue. Once the order is created, we will click the fulfill order. Once fulfilled the order, once invoice is paid, we will click on invoice paid, it will become as read only. From lead to invoice is called as sales process.

3) What is service module flow?

Service module will be starts from the after sold, once we sold our products then service process will be start. If the customer having any issue with our product, they try to reach us in multiple ways like Email, Phone Call in our customer portal by using all this channels they will try to communicate with us one customer got any issue customer care people will create the case. While creating the case customer care peoples would check the product Entitlement. After checking the entitlement, case is created it will automatically generate the case ID

(Ticket number) it will be useful for the next stages tracking (reference). If the customer raised any issue at that time customer care people busy with another customer, it will be added into the que. Customer care people is available it will be assigned into the person. Once customer care people assigned with any case, they will try to resolve the case by using knowledge article. If the issue is still existed, they will assign to the technical person once he got assigned with the case. He will check the product based on our contract if they are having the contract, they will replace the product if they are not having any contract or (expired) they can pay the charges to the product replacement once customer accepted all these terms and conditions, they check the product availability. if the product is not available, they will give the estimated time once product is available, they will replace and close the issue.

 

4) what will happen when you click on the Distribute button in a campaign?

Clicking on the distribute campaign button, it will navigate to distribute form page on that page, we have fields like priority, due, subject and duration.

Priority: by default, it is a Normal based on the requirement we need to change priority as Low, High, and

Normal

Due-we can select the last date. Sub-we can give response subject.

Offer-offer will be show here offers on the product.

Duration-it will show the time duration.

These fields are common for all types. After filling in the fields click on the distribute button then it will distribute the activity.

 

 

 

5) How many types of relations ships having in CRM with the example?

In CRM, we are having 3-types of relationships

1) 1: N 2) N:1,3) N: N

1) 1: N: One parent having multiple children.

2) N: 1: Multiple children having a single parent.

3) N: N: For one marketing list having different contacts and one contact is having different marketing list.

 

6) How will you identify 1: N relationship with example?

in child records having a lookup field and in parent records having sub grids. For example, account and contact are the best example for 1: N.

 

7) How will you identify the N: N relationship with example?

For entity having the sub-grid, by seeing sub-grids present in the records we can identify. For example, contacts and marketing list

 

8) Different types of marketing lists with examples?

In the marketing list, we have two lists: 1) static marketing list 2) dynamic marketing list.

static marketing list: Adding members to the marketing list manually. For example, adding accounts or contacts to the marketing list.

Dynamic marketing list: By using a query base we can add an entity to the marketing list. For example, Add to marketing list for selected city.

 

9) Difference between campaign and quick campaign?

Campaigning: 

1) can distribute multiple activities.

2) There are several built-in reports for analysis.

3) can save campaigning templates and create for templates.

4) can track financial information and measure ROI (Return on Investment).

5) Can create planning activities.

 Quick campaigning:

1) distribute only one activity.

2) No built in reports are there in it.

3) Cannot save or create templates in it.

4) Cannot track financial information and measure ROI.

5) Cannot create planning activates.

 

10) What is the entitlement?

Entitlements specify the support term based on number of hours or number of cases. The customer’s support level can vary based on the product or service that the customer has purchased. Customers who’ve purchased different products can be entitled to different support levels. This information helps the customer support agents verify what the customers are eligible for and create cases for them accordingly.

Entitlement channel records contain the total terms and remaining terms for each channel in an entitlement. Default channels include Phone, Email, Web, Facebook, and Twitter.

11) what is mean by Service level agreement explain with example?

A service level agreement is a contract between a service provider and its customers that Documents what services is taken in agreement. Priority is the importance or attention given to a ticket based on the SLA. By default, there are four types of priority.

Low, Medium, High and Urgent tickets with low priority are the least important and do not need to be solved immediately while urgent tickets should be dealt with as soon possible

1. Priority p1(critical) - 2 to 4 hrs.

2. Priority p2(Major) – 6 to 8 hrs.

3. Priority p3(Minor) – 1 to 2 days.

4. Priority p4(inquiry)- 4 to 5 days.

12) what are the routing rules explained with example?

Use routing rules in Customer Service to route cases to the right agents at the right time without any manual intervention. You can also use routing rules to route cases that are escalated to specific queues. Routing rules are solution-aware entities.

 

13) Different types while converting the campaign response?

While Coverting campaign response these are 4 options

1) create new lead or 2) Convert to an existing lead or 3) create a quote, order or opportunity for an account or contact or 4) close response.

 

14) Difference between model driven app and Browser app?

 

Model Driven App

 

A Model Driven App is a type of app that is built on top of a data model. It provides a user interface that is tailored to the specific needs of the application, with fields, forms, and views that are defined by the data model. MDA applications are usually developed on top of a specific platform or framework, such as Microsoft Dynamics 365 or PowerApps.

 

The key difference between an MDA and a web browser is that an MDA is designed to provide a highly customized user experience for a specific application.

 

MDAs typically offer a richer user interface and more sophisticated features than web applications, but they require more specialized development skills and are often built on a specific platform.

 

Web Browser

 

A web browser is a software application that allows users to access content and interact with web pages and web applications on the internet. It is a general-purpose tool that can be used to access a wide variety of websites and web applications.

 

Web browser is a more general-purpose tool for accessing a wide variety of content on the internet.

 

Web browsers, on the other hand, are widely accessible and can be used on any device with an internet connection.

 

 

 

15) How to schedule a resource for the projects?

 

1. Open Microsoft Dynamics CRM and navigate to the Project Service app.

2. Go to the "Projects" entity or the "Schedule Board" (if available) depending on the version of Dynamics CRM you are using.

3. Create a new project or open an existing one that requires resource scheduling.

4. Fill in all the necessary details for the project, including project name, description, start and end dates, and any other relevant information.

5. On the project form, locate the "Resources" or "Team" section and click on it.

6. Click on the "Add Resource" or "Add Team Member" button to add resources to the project.

7. A list of available resources will be displayed. Select the appropriate resource(s) for the project by clicking on their name(s) or checkbox(es).

8. Specify the start and end dates or duration for each resource's assignment to the project.

9. If you have the "Schedule Board" available, you can drag and drop resources onto the project timeline to schedule them.

10. Save the changes to finalize the resource assignments and scheduling for the project.

 

 

16) How to schedule a technician for the case?

 

1. Open Microsoft Dynamics CRM and navigate to the Field Service app.

2. Go to the "Cases" or "Work Orders" entity, depending on the version of Dynamics CRM you are using.

3. Create a new case or work order or open an existing one that requires technician scheduling.

4. Fill in all the necessary details for the case, including customer information, case description, and any relevant service requirements.

5. On the case form, locate the "Related" or "Associated" tab and click on it.

6. Look for the "Book" or "Schedule" button and click on it to schedule a technician for the case.

7. A scheduling board or calendar view will open, displaying available technicians and their availability.

8. Select a suitable technician by clicking on their name or dragging their name onto the scheduled time slot for the case.

9. Confirm the technician's availability and assign them to the case by saving the changes.

10. The technician will receive a notification or assignment in their Field Service mobile app or portal, providing them with the necessary details of the case and their assigned tasks.

17) what is Open org chart option in account entity?

It is used to see a hierarchical structure of the account’s personnel structure with all the contacts associated

with the account represented.

 

18) How will Open org chart help with marketing?

This open org charts button is present in only account entity. By selecting the account, we can see the open org chart button in the home level button.

 

19) explain the campaign activities with examples?

 

campaign activity is used to distribute one type of activity that specifies a recipient: phone call, appointment, letter, letter via mail merge, fax merge.

 

20) what is Out of box in CRM and customization?

OUT OF BOX: what and all features already available in dynamic CRM that is called as out of box. Customization: customization of the CRM application for customer requirement which is not present inbuild.

 

21) what will happen once you click on Qualify button in Lead?

when we will click on qualify button lead will be converted to opportunity and it will create account and contact based on the information given.

 

22) How to create a product?

To create a product, we can do it in two ways 1) was adding through advance find 2) was adding through product entity which is present in left navigation bar in that product entity we see clicking on that product entity it will navigate to product page. In that page, home level ribbon bar there is a button for creating a new product button. Clicking on that it opens to new product form page. In that page, we need to fill product name, product id, unit group, default group, default price list and decimals supported are the mandatory fields to create a product in crm. After filling these fields and saving the product from that onwards product is created.

 

 

 

23) How to create a product family?

To create a family product, we can do it in two ways 1) was adding through advance find 2) was adding through product entity which is present in left navigation bar in that product entity we see clicking on that it navigates to product page in that home level ribbon bar there is a button for creating a family product. Clicking on the family product button it will navigate to product family page in that. In that page, we need to fill product name, product id, unit group, default group, default price list and decimals supported are the mandatory fields to create a product in crm. After filling the field, we need to save and publish the family product to make active.

 

24) How to create a product bundle?

To create a product bundle, we can do it in two ways 1) was adding through advance find 2) was adding through product entity which is present in left navigation bar in that product entity we see clicking on that it navigates to product page in that home level ribbon bar there is a button for creating a product bundle. Clicking on the product bundle button it will navigate to the product bundle page in that. In that page, we need to fill product name, product id, unit group, default group, default price list and decimals supported are the mandatory fields. After that save the form, next tab we can see bundle name tab clicking on that form having product and unit after filling that save and publish it. After publishing the bundle product, we can see chart of product home level page.

 

25) What is the Unit Group?

A unit group is a collection of different units. In Dynamics 365 We first create a Unit Group and then create units in the Group. A Unit is a measurement of products or services.

26) How to add products to the Pricing list?

After creating the product, in product form having tab like additional details clicking on that we can see price list items. In that price list sub grid, we are having add new price list for that we can create new price list or add the price to the product.

27) How to create a currency in CRM?

1. gear icon

2. advanced setting

3. advanced find

4. select currencies

5. click on result

6. click new

7. select currency code--currency precision--currency code--currency symbol--then currency conversion

8. save & close

 

28) what will happen when you click on the add quote button?

It will navigate to quote entity.

 

29) what is the revise button functionality?

A revise button is used to make quote again editable. will if we click on active quote button then onward quote become read-only. A customer wants some change in price, which means then we go to revise functionality then it becomes editable. By clicking on revise button quote id will not change and revision ID will be incremented.

 

30) What will happen to activate quote?

If we activate the quote, it will become read-only quote form.

 

 

31) What will happen on the create order button?

To create the order, one pop page will open in that we have options like status reason, date won, description, close opportunity, calculate actual revenue from quotes.

 

32) How many ways will we get the case?

There are many ways to get the case on product, mainly:

1) Phone, 2) mails, 3) posts and 4) social media

 

33) What is knowledge-based article, how will we use this?

A collection of articles which are searchable and can be used to answer customer questions or Frequently Asked Questions.

In the product we are having Knowledge based article is there, in we can add FAQ and answers for it.

 

34) How to create a Goals?

If we want to create goal first, we need to create goal metric in this we have to type of goal metric 1) amount 2) count. It will enable rollup data. We need to select which entity needs to measure goal metric. After that create a goal by using a goal metric.

 

35) How to create an entitlement and add to product?

1. gear icon

2. advanced setting

3. advanced find

4. select entitlements

5. results

6. new entitlement

7. fill all details 8.save 9.activate

After creating entitlement. We are having sub grid of product entity, add the product in the sub grid to entitlement by clicking on add product from sub grid.

 

36) What are Goal matrices and rollups?

Goal metrics let you clearly define how a goal will be measured. There are two goal metric types: Amount and Count. The Amount metric type can be a money value, and an integer, or a decimal number are the count.

Use rollup queries to specify additional criteria that you want to apply on existing goal metrics. For example, you could create a goal metric that measures all invoices closed within a specific period. A rollup query could then show you invoices owned by one person, or for customers in one territory.

 

37) what are the personal settings?

Personal setting is to customization of application for only particular user level only.

 

38) How to change the specific user time zone?

To change the specific user time zone, the home page goes to blue color ribbon bar in that having gear icon setting. Click on that, in that we are having personalization setting click on that. In personal setting tap go for general tab in that we can see set the time zone option. In that we need to select which time Zone we went to and click on ok.

 

39) How to change the records view count?

To change the record view count, on the home page it goes to blue color ribbon bar in that having gear icon setting. Click on that, in that we are having personalization setting click on that. In personal setting tap go for general tab in that we can see set the number of records shown per page in any list of record in that we can give records like 50,75,100,150,200,250 and last 250 record per page only and click ok.

 

40) How to change the currency and date formats?

To change the currency and date formats, on the home page goes to blue color ribbon bar in that having gear icon setting. Click on that, in that we are having personalization setting click on that. In personal setting tap go for formatted and select in option called current format and click ok.

 

41) what are the system settings?

Settings which are applicable for entire organization.

Under the system setting we have different tabs like

general, auditing, sales, goals, marketing, services, email, customization, reporting, formats and every tab will have different field setting option we can set the different setting option based on our choices.

 

42) How to enable auto saving?

1. gear icon

2. advanced setting

3. setting savron 4.administration

5. system setting

6. general tab-here we can option select the default save option for forms in that by default is in “yes”.

 

43) How to change full name format?

1. gear icon

2. advanced setting

3. setting savron 4.administration

5. system setting

6. general tab-here we can change full name format like

(First name, last name), (fname, mname, lname), (lname,fname).

 

44) How to change the currency code?

1. gear icon

2. advanced setting

3. setting savron 4.administration

5. system setting

6. general tab

set the currency code and currency symbol.

 

45) How to enable auditing

1. gear icon

2. advanced setting

3. setting savron 4.administration

5. system setting

6. auditing tab-we can enable and disable auditing

a. form level

b. field level

c. entity level.

 

46) How to stop mails to unsubscribed users

1. gear icon

2. advanced setting

3. setting savron 4.administration

5. system setting

6. marketing tab-set the auto –unsubscribe option (Available only if Email tracking is enabled) click on “Yes”.

 

 

 

47) How to enable the plugin trace logs

1. gear icon

2. advanced setting

3. setting savron 4.administration

5. system setting

6. customization tab-we can select all(off).

 

48) How to enable the power BI reports

1. gear icon

2. advanced setting

3. setting savron 4.administration

5. system setting

6. reporting tab-it has two options yes or no.

 

49) how to change Rollup recurrence frequency change

1. gear icon

2. advanced setting

3. setting savron 4.administration

5. system setting

6. goal tabs-we can set the value (24 hrs.) manually.

 

 

50) How to change the maximum count of product bundle

1. gear icon

2. advanced setting

3. setting savron 4.administration

5. system setting

6. sales tab-we can set the value manually.

 

51) how to do qualify lead experience

1. gear icon

2. advanced setting

3. setting savron 4.administration

5. system setting

6. sales tab-it will show two options (yes) already selected or no.

 

52) how to stop the Out of box lead qualify button functionality

1. gear icon

2. advanced setting

3. setting savron 4.administration

5. system setting

6. sales tab-it will show two options: yes or no.

 

 

 

53) How to disable the SLA for manually Overrides

1. gear icon

2. advanced setting

3. setting savron

4. administration

5. system setting

6. service tab-it will show two options yes or no (already selected no option).

 

54) How do we create new licensed users?

If I want to create new licensed user to our instance, then click on advance settings--> Settings Shavar on --> in system sub area --> select security --> select user feature--> Click on new user--> it asks for the add license user and click on that. It's open in the admin portal of PowerApps. Then click on add user and give the fist name and last name and phone number and user id and if required select the environments for giving to user. And check with all giving data and click ok/ Add. That user will be added to our instance.

 

55) How to create security roles?

If I want to create security role, then then click on advance settings--> Settings Shavar on --> in system sub area

--> select security --> select security role feature--> Click on new --> give the security role name -->based on requirement we can give the security level on the entities.

 

56) which option need to enable for Bulk Edit (Explain with specific tab)

1. gear icon

2. advanced setting

3. setting savron 4.security

5. security roles

6. new --effigent sales--save--business management --miscellaneous privileges-bulk edit.

 

57) Explain about security levels/Security keys?

None: No access to data.

User: In this it will give user level access. Means records and data what created by user that only can see by this user.

Business unit: IN this give the access up to selected business unit level. This role can see the selected business unit records who are there in the business unit.

Parent and Child Business unit: give access on child business units to parent business unit. He can see the entire child records.

Organization level: In this give access on entire organization.

 

58) Explain about security privileges? Privileges: We have 8 types of privileges in crm Create: It give the access to create the records. Read: Give access to read the records.

Write: Give access to update the records. Delete: Give privileges to delete the records.

Append: if u want to look up for parent in child entity, then for child entity we need to give append Privilege

Append to: if child entity lookup for parent entity, then for parent entity we need to give append to Privilege. Assign: If u assign one to record to another user, then owner of the record will be changed to assigned user. Share: Record will be shared but owner of record will not change.

 

59) What is append and append to, explain with example

If child is having lookup entity for the parent entity, if parent entity get access, then parent entity gives as append to privileges and for the child entity had privileges of append.

 

 

 

 

 

60) Security models in CRM?

Role Based: By using security roles we can give like user or business or parent and child or organization level. Form: By selecting form click on enable security role, select the user. Then this form will be seen by selected used only.

Field Based: At the time of creating filed enable security yes. After selecting yes and go to filed profile available in security sub area in system area. In this give permission to allow update or delete or create.

 

61) How to change the user manager?

If we want to change the manager of the user, then click on advance settings--> Settings Shavar on --> in system sub area --> select security --> select user feature--> select the enable users view --> select the user and click on change manager --> we can manager for the user.

 

62) where to give privilege for create quick campaign (explain with specific tab)

1. gear icon

2. advanced setting

3. setting savron 4.security

5. security roles

6. new --effigent sales--save--marketing tabs.

 

63) where to give privilege for sync outlook (explain with specific tab)

1. gear icon

2. advanced setting

3. setting savron 4.security

5. security roles

6. new --effigent sales--save--business management.

 

64) where to give privilege for Activate Business rules (explain with specific tab)

1. gear icon

2. advanced setting

3. setting savron 4.security

5. security roles

6. new -- effigent sales--save--customization

here we can see activate business rules and business process flow we can activate or deactivate

 

65) what is root business unit?

Root business unit is an organization. root business unit is created when crm instance.

 

66) Can we change the root business unit?

No, we can't change the root business unit. If we want to delete the root business units, we need to delete the crm instance that will delete root business unit.

 

67) how many types of teams do we have?

We have 4 types of teams in MS crm.

Owner Team: Based on security role they can access the records in a team. In this they have their own security roles and own privileges on the records.

Access Team: In this they don’t have any security role and privileges. What are records shared by the owner team with privileges, access team can access records. If u want to share any entity records to access team first, we need to enable the access team check box for that entity.

AAD Security and Office teams: These are related to Azure environment. If we have an environment, we can create teams.

68) Positions security?

Positions security does not follow any line-by-line process. This security is applicable for an entire organization. for example, in manager can access or view record of user and, he can view another business unit records in organization.

 

69) Hierarchy Security?

This security is applicable for the selected business unit only. Based on the security, they can see the records for that business unit. Suppose if manager is there for one business unit, he can see all the related data for that business unit only. He can't see the other business units. Manager must be a member of the team. If the manager is not a member of the team, then he has read only access on shared record.