Microsoft Dynamics: Interaction Sync Assessment Quiz
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This assessment is designed around our CRM (Microsoft Dynamics) and our business processes using Interaction Sync.
- 1.
When should you enter information into Interaction Sync? (check all that apply)
- A.
When you receive an inbound interaction
- B.
When you need to transfer a phone call
- C.
When you answer a phone call from a new customer
- D.
When you answer a phone call from an established customer
Correct Answer(s)
A. When you receive an inbound interaction
B. When you need to transfer a pHone call
C. When you answer a pHone call from a new customer
D. When you answer a pHone call from an established customerExplanation
You should enter information into Interaction Sync in all of the given scenarios. When you receive an inbound interaction, it is important to record the details of the interaction for future reference. When you need to transfer a phone call, entering information into Interaction Sync ensures that the transfer is documented and tracked. When you answer a phone call from a new customer or an established customer, it is necessary to log the interaction to maintain a record of the conversation and any actions taken.Rate this question:
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- 2.
What does Interaction Sync automatically create for each incoming interaction?
- A.
Activity and a case
- B.
Contact record and a case
- C.
Activity
- D.
Only the search box
Correct Answer
C. ActivityExplanation
Interaction Sync automatically creates an activity for each incoming interaction. This activity serves as a record of the interaction, providing important details such as the date, time, and nature of the interaction. By creating these activities, Interaction Sync helps to organize and track all incoming interactions, making it easier for users to manage and respond to them effectively.Rate this question:
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- 3.
You will create a case if a customer wants to speak to a supervisor.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement is true because when a customer wants to speak to a supervisor, it indicates that there is a need for further assistance or resolution beyond what a regular customer service representative can provide. Creating a case allows the customer's concern to be escalated and addressed by a higher-level authority, such as a supervisor or manager, who has the authority and expertise to handle more complex or escalated issues. This helps ensure that the customer's concern is properly addressed and resolved in a timely manner.Rate this question:
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- 4.
What are the benefits of using Interaction Sync?
- A.
It is one integrated application where you can complete your work, so it streamlines everything.
- B.
The entire AHA is using Interaction Sync.
- C.
You can never have duplicate records.
Correct Answer
A. It is one integrated application where you can complete your work, so it streamlines everything.Explanation
The correct answer is that using Interaction Sync provides the benefit of having one integrated application where you can complete your work, streamlining everything. This means that users do not have to switch between multiple applications or systems to perform their tasks, saving time and increasing efficiency.Rate this question:
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- 5.
How can you tell if your activities have not been marked complete?
- A.
Go to the queue view and scroll.
- B.
Go to "My Activities" on the dashboard, select the view that shows open activities.
- C.
Go to the case to find out.
Correct Answer
B. Go to "My Activities" on the dashboard, select the view that shows open activities.Explanation
To determine if your activities have not been marked complete, you should go to the "My Activities" section on the dashboard and choose the view that displays open activities. This view will show all the activities that are still pending or not marked as complete. By checking this view, you can easily identify any unfinished tasks or activities that require your attention.Rate this question:
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- 6.
What is an activity?
- A.
A form that must be completed to document an incoming interaction or outgoing email.
- B.
A form that documents the further action that must be taken with the customer.
- C.
Exactly the same thing as an SR.
Correct Answer
A. A form that must be completed to document an incoming interaction or outgoing email.Explanation
An activity is a form that needs to be filled out in order to record an incoming interaction or outgoing email. It serves as a documentation tool to keep track of customer interactions and communication.Rate this question:
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- 7.
What is a case?
- A.
It is what you must create for a frequent caller.
- B.
It is what pops with each inbound interaction.
- C.
It is what we must convert an activity into if any further action needs to be taken.
Correct Answer
C. It is what we must convert an activity into if any further action needs to be taken.Explanation
A case refers to the action of converting an activity into a structured format that allows for further action to be taken. In this context, a case is created when there is a need to address a frequent caller or when an inbound interaction occurs. By converting an activity into a case, it ensures that any necessary follow-up or additional steps can be taken to resolve the matter at hand.Rate this question:
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- 8.
All Stroke Warm Line calls will be converted to Medical Advisor cases.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
This statement suggests that all calls made to the Stroke Warm Line will be treated as Medical Advisor cases. This means that regardless of the reason for calling, whether it is related to stroke or not, all calls will be handled by a medical advisor. Therefore, the answer is true.Rate this question:
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- 9.
The process for transferring a phone call is
- A.
Save and Mark an activity complete and then transfer the call.
- B.
Save and close the activity and then transfer the call.
- C.
Note in the description of the activity that you are transferring the call, save the activity and convert to a case, save case, and transfer the call.
Correct Answer
C. Note in the description of the activity that you are transferring the call, save the activity and convert to a case, save case, and transfer the call. -
- 10.
Only the medical advisor can resolve Medical Advisor Cases.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
This statement suggests that only a medical advisor has the authority or expertise to handle and resolve medical advisor cases. This implies that other individuals or professionals do not possess the necessary knowledge or qualifications to handle these specific cases. Therefore, the correct answer is true, indicating that only a medical advisor can resolve medical advisor cases.Rate this question:
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- 11.
Multimedia Specialists will resolve cases.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement "Multimedia Specialists will resolve cases" is false. Multimedia Specialists typically work in the field of multimedia design and production, creating various types of multimedia content such as graphics, videos, and animations. They are not typically involved in resolving cases, which is a task usually performed by professionals in fields such as law enforcement, legal, or dispute resolution. Therefore, the correct answer is false.Rate this question:
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- 12.
What extra piece of information will you now need to ask for from a customer?
- A.
Place of Business
- B.
State
- C.
City
- D.
Contact Category
Correct Answer
B. StateExplanation
To determine the extra piece of information needed from a customer, we can look at the options given: Place of Business, State, City, and Contact Category. Out of these options, the most logical choice for the extra piece of information to ask for is the State. This is because the State provides a broader geographical location and is necessary to identify the specific location within a country. The City can be derived from the State, and the Contact Category may not be relevant to obtaining the necessary information. Therefore, asking for the State would be the most appropriate choice.Rate this question:
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- 13.
The new business process for Direct Mail- DNM and DEC- will no longer require you to send an email from NSC Connection.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The new business process for Direct Mail- DNM and DEC- will eliminate the need to send an email from NSC Connection. This suggests that there will be a different method or platform for sending Direct Mail, making the statement true.Rate this question:
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- 14.
You must run a workflow to reopen an activity.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
To reopen an activity, it is necessary to run a workflow. This indicates that the process of reopening an activity requires the execution of a specific set of actions or steps, which are defined in a workflow. Therefore, the statement "You must run a workflow to reopen an activity" is true.Rate this question:
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- 15.
What allows you to see the activities and cases that you created that day and also give you multiple ways to view things by providing a dropdown menu of views, including team and personal ones that you can create.
- A.
Contact Records
- B.
Workflow
- C.
Dashboard
- D.
Queue
Correct Answer
C. DashboardExplanation
The correct answer is Dashboard. A dashboard is a tool that allows you to see the activities and cases that you created that day. It also provides a dropdown menu of views, including team and personal ones that you can create, giving you multiple ways to view things.Rate this question:
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- 16.
It's the responsibility of the specialist to make sure that he/she has no open activities at the end of each day.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement implies that it is the duty of the specialist to ensure that they have completed all their tasks and have no pending activities by the end of each day. This suggests that the specialist should be proactive in managing their workload and ensuring that all tasks are completed in a timely manner. By doing so, they can maintain productivity and avoid any unfinished work carrying over to the next day, which could potentially cause delays or hinder progress.Rate this question:
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- 17.
How can you activate secure pause and how long will it suspend recording?
- A.
On the interaction tool bar- click it; it will last for 60 seconds.
- B.
Place your cursor in the payment type which will keep it on pause until the phone call is finished.
- C.
Once you open Blackbaud, it will be auto-activated.
- D.
When you say payment, it will suspend recording.
Correct Answer
B. Place your cursor in the payment type which will keep it on pause until the pHone call is finished.Explanation
Placing the cursor in the payment type will activate the secure pause feature, suspending the recording until the phone call is finished. This allows for privacy and security during sensitive payment transactions.Rate this question:
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- 18.
Where would you note that customer is a minor?
- A.
On one of the street lines
- B.
Drop down menu of the contact record
- C.
The top field of the customer record- alert
- D.
The description box of the activity
Correct Answer
C. The top field of the customer record- alertExplanation
In the top field of the customer record, there is an alert that indicates whether the customer is a minor. This alert serves as a notification to the user that the customer is underage. The other options mentioned, such as the street lines, contact record drop-down menu, and activity description box, do not specifically indicate the customer's age or minor status. Therefore, the top field of the customer record with an alert is the most appropriate place to note that the customer is a minor.Rate this question:
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- 19.
When you transfer a call,
- A.
You must mark the activity complete.
- B.
You must create a case and note in the description field of the activity that you are transferring a call.
- C.
You must tell that person to create a new case.
- D.
The recipient will not receive a new activity.
Correct Answer
B. You must create a case and note in the description field of the activity that you are transferring a call.Explanation
When transferring a call, it is necessary to create a case and provide a note in the description field of the activity to indicate that the call is being transferred. This helps in documenting the transfer process and ensures that the relevant information is recorded for future reference. By creating a case and adding a note, the recipient of the call can easily understand the context and details of the transfer. This step also helps in maintaining a clear and organized record of all transferred calls.Rate this question:
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- 20.
When you search for a customer record,
- A.
The search must have the phone number in it.
- B.
The search needs no asterisks and it queries for each field using "and".
- C.
The search is case sensitive .
- D.
The search can be done with a zip code.
Correct Answer
B. The search needs no asterisks and it queries for each field using "and".Explanation
The correct answer is that the search needs no asterisks and it queries for each field using "and". This means that when searching for a customer record, there is no need to include wildcards (asterisks) in the search. Additionally, the search will query for each field using the "and" operator, which indicates that all specified criteria must be met for a record to be returned. This suggests that the search is specific and precise, ensuring accurate results.Rate this question:
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- 21.
The Donation Follow-Up cases have so many fields because the fields should help the MM specialist
- A.
Capture all the necessary information to help the Donations Team
- B.
Resolve the case
- C.
Not actually create the case
- D.
Choose better reason codes
Correct Answer
A. Capture all the necessary information to help the Donations TeamExplanation
The Donation Follow-Up cases have numerous fields to ensure that the MM specialist can gather all the essential information required to assist the Donations Team in resolving the case effectively. These fields are not intended to create the case but rather to enable the specialist to capture all the necessary details that will aid the Donations Team in their decision-making process, such as choosing better reason codes.Rate this question:
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- 22.
The PST Team will resolve the following cases:
- A.
PST Cases
- B.
PST and Fulfillment Cases
- C.
No Cases
- D.
Only Cases he or she creates
Correct Answer
A. PST CasesExplanation
The correct answer is "PST Cases". This means that the PST team will only resolve cases that fall under the category of "PST Cases". It implies that they are not responsible for resolving cases related to fulfillment or any other type of cases.Rate this question:
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- 23.
If a customer's number does not pull up any records and the customer is unwilling to give his/her information, how should you document that contact and activity?
- A.
Create a new contact record, the phone number will default to the last name. Fill in the description on the activity to reflect that the caller would give no information.
- B.
Create a new contact record and make up a name.
- C.
Don't create a new contact for someone who won't give any information.
- D.
Only create an activity for this for call but not a contact.
Correct Answer
A. Create a new contact record, the pHone number will default to the last name. Fill in the description on the activity to reflect that the caller would give no information.Explanation
If a customer's number does not pull up any records and the customer is unwilling to give his/her information, the best way to document that contact and activity is to create a new contact record. The phone number can be defaulted to the last name, and the description on the activity should reflect that the caller did not provide any information. This allows for proper documentation of the contact and activity, even if the customer's information is not available.Rate this question:
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- 24.
If a call comes through on a private number and the caller will give no information, what should you do?
- A.
Make up a phone number and include in the description field that the customer was unwilling to give information.
- B.
Just skip documenting that.
- C.
Search for the NEC Phone Customer Contact and fill in the activity, and mark complete
- D.
Document the activity as unable to capture.
Correct Answer
C. Search for the NEC pHone Customer Contact and fill in the activity, and mark completeExplanation
If a call comes through on a private number and the caller will give no information, the best course of action is to search for the NEC Phone Customer Contact and fill in the activity, and mark it as complete. This ensures that the call is properly documented and logged, even if the caller did not provide any information.Rate this question:
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Current Version
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Feb 27, 2024Quiz Edited by
ProProfs Editorial Team -
Sep 04, 2014Quiz Created by
Joncox45
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