Microsoft Dynamics Customer Engagement (CRM) 2015 Interview Questions

Microsoft Dynamics Customer Engagement (CRM) 2015 Interview Questions


The new version Dynamics CRM 2015 ( ver 7.0) released with a bunch of changes in User Interface and features. New version also brings you a considerable number of changes in the features along with UI, especially in the service management module.

So during a job interview if the interviewer is keen to check your knowledge of Dynamics CRM 2015 then you can expect some tough questions from the new service management and service scheduling features.

I had tried my best to include the most relevant questions on Dynamics CRM 2015 and hoping this list of interview questions will help you crack your interviews. More questions to add to the list so keep watching the page!

Microsoft Dynamics CRM 2015 Interview Questions

1.What are the new features in Dynamics CRM 2015?

Ans. i. CRM Online Administration Experience. System Administrators can self-provision instances from O365 and choose from 60 different markets.
ii. Enhanced Business Processes. Dynamics CRM 2015 allows you to create branching rules and the ability to combine multiple conditions within a rule.
iii. Enhanced Mobile Sales. Dynamics CRM 2015 will allow users to create drafts offline that can easily be synchronized when the user is back online. Additionally, all dashboards can now be enabled for a tablet.
iv. Enhanced Business Rules. No need to create multiple business rules for one logic string. Business rules can now contain If/Then logic and the ability to combine expressions using And/Or.

v. Search. You can now search for Dynamics CRM 2015 across different record types or configure specific fields on your preferred entities.
vi. Security Enhancements. Allow managers to access records for their direct reports based on Hierarchy across the organization. As a system administrator, this is going to be a huge time saver!

vii. Outlook and Sync Enhancements. Additional phone and address fields are available for field level syncing. Another fabulous perk is that end users can add information to a contact note and prevent it from being shared with CRM. Fields that are synced will be flagged so there is no need to guess which fields will be visible in CRM.

viii. Sales Product Taxonomy. Dynamics CRM provides product suggestions by setting up product hierarchies, creating bundles, product properties and defining product relationships.

ix. SLA Enhancements. There is now a specific tab within System Settings for Service. CRM 2015 allows SLAs to be paused based on the Status Reason. Previously created SLAs will be considered standard SLAs and all new SLAs created in CRM 2015 will be considered Enhanced. All Enhanced SLA will be eligible to use this feature.

x. Calculated and Rollup with work in harmony
with CRM 2015. You will now have the ability to create more complex field calculations that can run based on a scheduled job and compliments business rules with real-time integration. These fields can now be added to Reports, Charts, Views and Forms. A calculator icon is visible next to fields for which this functionality has been applied.
xi.Hierarchy Visualization. Leverage record relationships, calculated and roll-up fields to easily visualize up to four different data fields.

2.What is the Business Rules in Ms CRM?

Ans. Using business rules you can create business logic using CRM UI without writing any script. It is an attempt to replace javascript and do operations on a form such as field validations, hiding/unhiding fields, enables/disable fields, change field properties etc.

3.When we have Business Rules and JavaScript Methods on your form which one will trigger first?

 Ans. Javascript method is client-side program and synchronous and business rules are an asynchronous process so Javascript executes first.

4.What is real-time workflow?

Ans. Real-time workflows are synchronous in nature and would trigger immediately after the triggering criteria are met. Introduced in CRM 2013.

5. Which one will trigger first, Real-time workflows or plugins when used together?

Ans. Though both are synchronous in nature plugins will trigger before synchronous workflows because plugins are code based customizations and are registered directly in the event plug-in before or after CRM core operations.

6.How can we change the order of the execution between synchronous workflow and Plugin?

Ans. There exists a tool called synchronous event order in ToolBox by using we can able to update Rank of workflow.

7. What are the different types of Views in Dynamics CRM? Name a few.

Ans. Public views | Advanced Find View | System views | Personal View | Quick Find View | Associated View | Lookup Views | System Views are again classified into the following:

8.What are the new type of processes/workflows introduced in MS CRM 2013.

Ans. a.Action. b.Business Process workflow.

9. What is SLA and where it is used?

Ans. Service Level Agreements are used to give different levels services to the customer depends on the following factors but not limited to:
Customer Category – Gold, Silver, Bronze.
Case Criticality – Priority 1, Priority 2.
Support Coverage – 24×7, 12×5, 9×5 etc

10. Name the different Types of SLAs?

Ans. Standards SLAs and Enhanced SLAs.

Standard SLAs are the legacy SLAs which are introduced in CRM 2013 and later renamed as Standards SLAs as an Enhanced SLAs introduced in 2015 where the latter fixes the limitations of previous one.

We can put Enhanced SLAs on hold when the connected Case is put on hold, and we can display and track the KPI details on the case form under Enhanced SLA tab.

11. What is calculated and roll up fields and where it is used?

Ans. Calculated Fields let you do mathematical calculations and display the result as the field value.

Rollup Field aggregates the values of a particular field from the child records, accumulates and displays on the corresponding field on the parent record.
Ex: Estimated Revenue on the parent Opportunity record can be calculated by aggregating the Estimates Revenue on the child Opportunity records.

12. What is the use of interactive dashboards?

Ans. It is a new type f Dashboard added in Dynamics CRM 2016 which is supposed to be used in Interactive Service hub, a new feature of Dynamics CRM 2016.

13. Difference between synchronous and asynchronous workflows?

Ans. Synchronous workflows will execute right after the condition is triggered while asynchronous workflows waited to execute.

14.What is Actions and how it is used?

Ans. Using Actions you can create custom events in Dynamics CRM in addition to system events such as Create, Update, Delete etc. You can trigger Actions using Workflows, JScripts and from custom code. Plugins can be registered on Actions so that when the action/custom event occurs the plugin will trigger.

15. What is hierarchy security model?

Ans. This is a new security model introduced in Dynamics CRM 2016 which can be used along with other security models such as – role-based security, field level etc.

Hierarchy security models – managerial and positional, uses the managerial or positional hierarchy of users and which allows a manager or a user at a higher position in the hierarchy to access the records owned by the reporter.


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Firoz Muhammed who has 10 years of experience in the IT industry. A Certified Microsoft Dynamics 365 Customer Engagement Consultant and Corporate Trainer. He has been teaching and consultant for more than 9 years. He carries experience in areas of business development, consulting, application development and corporate training. He has worked for corporates-like MphasiS, Capgemini, Wipro and Accenture and presently working for Magnifez Technologies, an IT firm specified in Microsoft Dynamics technologies. He can be connected on [email protected] For training inquiries please mail to [email protected] or call +91 8008 048 446

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