This blog offers Microsoft Dynamics CRM interview questions and answers. Hopefully, you will find helpful information here to assist your job search process.

Microsoft Dynamics CRM provides organisations a solution for managing customer relationships and helping firms handle sales, marketing and customer support services with clients and prospects.

It features various tools and capabilities designed to optimise customer facing procedures and increase the overall experience for the end-users.

Businesses may utilise Microsoft Dynamics CRM to understand their customers better and meet their requirements to increase sales and satisfaction.

1. What is sales management in dynamic CRM?

Dynamics CRM sales management comprises three modules and functionalities, from lead acquisition through closing deals.

2. What is the sales process in CRM?

CRM’s sales process begins with lead acquisition until the business closes; sales or service teams interact with customers while marketing campaigns generate leads to target conversion into actual customers.

3. What is the marketing team’s role in CRM?

The marketing team generates leads, refines them and contacts potential customers, categorising charges depending on buyer readiness while turning them into opportunities based on enthusiasm.

4. What is customer management in CRM?

Customer management in CRM allows users to efficiently organise customer details, track leads and nurture opportunities while creating orders, invoices and product catalogues for individual clients or catalogues of products.

5.What is marketing management in CRM?

Marketing management is another vital aspect of Customer Relationship Management that should occurbefore sales activities; this enables organisations to organise all campaign-related activities from one central location and estimate return on investment more quickly.

6. What is Dynamics, and what is its purpose in campaign management?

Dynamics is an easy and flexible software solution designed for campaign management that facilitates planning, executing, tracking, and analysing marketing campaigns and includes features to assist customer segmentation and lead generation.

7. What is the purpose of the service management module in CRM?

CRM Service Management module manages customer support operations while handling incidents and problems for your support operations.

8. What is service scheduling in CRM?

Service scheduling in Customer Relationship Management allows organisations to schedule resources for field support, for example, installation services or any other type of support, it will enable organisations to design field engineers as part of the resource allocation plan for CRM projects.

9. What is the purpose of queues in the service management module?

Queues serve a critical purpose within the Service Management module by routing tickets or cases directly to specific teams for efficient handling by agents, thus helping manage agent workload and ensure claims are addressed swiftly and accurately.

10. What kind of reporting is available in the service management module?

Reporting options within the service management module allow organisations to get a holistic overview of all modules and functions within their service management system; this enables organisations to keep tabs on service activity while effectively allocating their resources.

11. What is the next generation of CRM apps for Outlook?

Outlook’s next-generation CRM apps allow partners to utilise dynamic CRM on mobile devices even without immediate internet connectivity, providing access to CRM data wherever you are.

12. How has Microsoft CRM-M evolved?

Microsoft CRM-M has expanded significantly based on customer input and industry requirements, becoming cutting-edge technology while helping customers stay ahead of the competition.

13. What are the features of Microsoft Dynamics 365?

Microsoft Dynamics 365 is a customer service management system designed to simplify agents’ work by meeting customers where they are; the platform features a trial home, a customer service agent dashboard and an omnichannel ongoing conversations dashboard.

14. What is Dynamics 365?

Dynamics 365 provides businesses with an effective customer service platform to enable them to provide optimal experiences to their clients and grow when the satisfaction level rises.

15. What are the features of Dynamics 365?

Dynamics 365 features include an omnichannel ongoing conversation board; case management features such as article recommendations or similar case suggestions, innovative assist features, and solution options.

16. How does Dynamics 365 help businesses?

Dynamics 365 can assist businesses by helping them effectively meet customer service requirements and ensure customer satisfaction, ultimately contributing to business success and meeting goals more quickly.

17. What are the benefits of using Dynamics 365?

Dynamics 365 can offer many benefits to help make case management simpler, increase customer satisfaction, and ultimately lead to more tremendous business success.

18. What is the difference between ERP and CRM?

ERP and CRM are complementary concepts; ERP generally serves financial departments, while CRM assists sales and customer service staff by gathering customer data from sales and service departments.

19. What are some products that support Dynamics 365 business applications?

Adobe Experience, Azure DevOps, Dynamics 365 Customer Voice Insights and Fraud Protection support applications like Dynamics 365 business applications such as Adobe Experience Portals Power BI by Adobe and other providers.

20. How does Dynamics CRM 365 compare to Salesforce CRM?

Dynamics CRM 365 offers integrated customer and organisation management,unlike Salesforce.

Furthermore, its cloud architecture facilitates real-time monitoring of changes to data and offers more control and standardisation than Salesforce does.

21. What are the three types of entities in Dynamics CRM 365?

Dynamics CRM 365 contains three classes of entities they are system, business and custom entities.

22. What are workflows in Dynamics CRM 365?

Workflows in Dynamics CRM 365 are automated business processes such as sending emails, assigning tasks or updating fields based on rules or actions-based criteria.

23. What marketing components are included in Dynamics CRM 365?

Marketing lists, quick campaigns, responses and marketing lists that comprise part of the life cycle are integral to successful marketing practices.

24. What does Dynamics 365 Field Service offer?

Advanced scheduling, resource optimisation, and mobile enablement capabilities are designed to increase customer satisfaction and resource productivity while improving first-time fix and resource productivity rates.

25. What is resource booking in Microsoft Dynamics CRM?

Resource booking involves assigning resources to work orders.

26. What is the schedule board in Microsoft Dynamics CRM?

It is the master control centre, with colour coding showing each booking’s real-time progress.

27. What are customer assets in Microsoft Dynamics CRM?

Customer Assets refer to equipment located at customer locations with subcomponents that can be specified according to individual serial numbers and warranties.

28. What is a purchase order in Microsoft Dynamics CRM?

Purchase orders can be used to acquire inventory parts stocked in a warehouse and sold directly to customers on work orders.

29. What is return merchandise authorisation (RMA) in Microsoft Dynamics CRM?

RMA is an inventory management practice allowing customers to return harmful or unnecessary equipment to you for disposal or return.

“Now, try your hand at the multiple-choice questions below to see how well you know the material.”

30. What is the final step in the sales process in CRM?

Setting appointments with customers

Delivering products to customers

Preparing proposals and sending them to customers

Understanding customer requirements and delivering products

31. What is the abbreviation for CRM?

Customer Relationship Management

Client Relationship Management

Customer Relationship System

Client Relationship System

32. What are the three major modules in CRM?

Sales, Marketing, and Service

Customer Service, Technical Support, and Finance

Sales, Marketing, and Operations

Sales, Marketing, and Customer Support

33. Which of the following is a key improvement of Microsoft Dynamics CRM 2016?

Mobile offline support

Improved tracking of emails

Enhanced knowledge management

Filtered node control

34. Which of the following is not a feature of Dynamics 365?

Omni-channel ongoing conversation board

Smart assist feature

Dashboard

Solution option