Microsoft Dynamics 365 Customer Engagement (CRM) Interview Questions and Answers

Microsoft Dynamics 365 Customer Engagement (CRM) Interview Questions and Answers

Are you preparing for an interview for a job on Microsoft Dynamics Customer Engagement(CRM) and confused about what to learn? Don’t you worry, you are at the correct place, Here we have listed some Microsoft Dynamics Customer Engagement(CRM) interview questions that are more likely to be asked.

Microsoft dynamics 365 is a cloud-based software suite developed by Microsoft in July 2016. Microsoft dynamics 365 helps to automate your hectic business process and will help to grow your business on a vast scale. This software comes with two different services; one is Enterprise Resource Planning (ERP), which will help you to manage real-time processes of your business like order, purchases, payroll, etc., So this would make ERP a business management software. The second one would be Customer relationship management (CRM); this is a way to manage the interaction between the clients and potential customers. Thus using CRM software would help a business to improve its communication with customers and help them retain their customers and finally help the company in their growth.


So, that’s enough about Microsoft Dynamics 365. Here we are discussing the top interview questions that you should know to crack an interview on Microsoft Dynamics Customer Engagement(CRM). Now let’s have a look at the possible Microsoft Dynamics Customer Engagement(CRM) interview questions and answers. 

Top 35 Microsoft Dynamics Customer Engagement(CRM) interview questions and answers

Microsoft Dynamics CRM interview questions

1. What is a workflow in Dynamics 365 CRM?

Ans: Workflow facilitates the automation of the documents, information and tasks pass from one user to the customers. Moreover, the actions are carried out with the help of certain rules. The workflow structure facilitates many components that can be used by administrators and business users in a bid to model the structure of their business information. Microsoft Dynamics CRM facilitates the developers with a new variety of mechanisms so that they can always alter the standard behavior which is required by their applications related to business.

2. What do you mean by unmanaged solutions in Customer Engagement (CRM)?

Ans: An unmanaged solution can be defined as a collection of customizations unmanaged in nature. It is worthwhile to note that customized solution unmanaged in nature and its components may be interrelated with some unmanaged solutions. One can export a solution as a managed solution. Moreover, the customizations cannot be rolled back once they are imported into CRM.

3. What is meant by web resources and how many types of web resources we have in Dynamics 365?

Ans: Web resource is one of the components in CRM to create JS, HTML, Silverlight, images, and style sheet files. We can create below type sources in CRM:

1. Webpage (HTML)

2. Style Sheet (CSS)

3. Script (JScript)

4. Data (XML)

5. Image (PNG)

6. Image (JPG)

7. Image (GIF)

8. Silverlight (XAP)

9. StyleSheet (XSL)

10. Image (ICO)

4. How to enable/disable the form assistant? How to make sure the form assistant is expanded/collapsed on a form?

Ans: Navigate to Customization >> Open the Entity >> Open Forms and Views >> Open Form >> Select Form Properties >> Open Display Tab >> Check/Uncheck the “Enable the Form Assistant” and “Expanded by Default”.

5. What Is the E-mail Router in Microsoft Dynamics CE/CRM?

Ans: E-mail router in MS CRM forms the software component which creates an interface between the Organization’s messaging system and the Microsoft Dynamics CRM deployment.

6. Where to do the User Related (personal) settings in Microsoft Dynamics CRM?

Ans: Click on settings Icon at the top right corner of the CRM instance select options. Here, the user can update general settings like default module, #records per grid view, currency, email settings, format settings, synchronization settings, email templates and etc.

7. What is meant by Managed Properties in Dynamics 365?

Ans: We can’t customize managed solution components. Users can customize these managed solution components by using managed properties of managed solutions.

8. I am using a singleton pattern and found that two objects are created, How Is It Possible in Dynamics CE/CRM?

Ans: If you have several worker processes configured then not all of the requests are managed by the same process and thus not the same singleton. So if multiple singletons are handling requests then apparently multiple objects will be created.

9. How to enable/disable the form assistant? How to make sure the form assistant is expanded/collapsed on a form in Dynamics CE?

Ans: Navigate to Customization >> Open the Entity >> Open Forms and Views >> Open Form >> Select Form Properties >> Open Display Tab >> Check/Uncheck the “Enable the Form Assistant” and “Expanded by Default”.

10. What Is Meant by Metadata Services of MS Dynamics 365 CRM?

Ans: The metadata of MS CRM holds information about the attribute and the entity. For instance, platform name, size of the attribute, datatype of an attribute, display name, etc.

11. What Is Discovery Services in Dynamics CRM?

Ans: The discovery services function for defining the correct organization and URL.MS Dynamics 365 CRM has many servers. Each of which might be dedicated to numerous Organizations.

12. Which security roles allow you to see secured fields?

Ans: The System Administrator field security profile gives complete access to all secured fields in Microsoft Dynamics 365 customer engagement CRM. By default, all users who have the System Administrator security role have this profile. This profile is already system managed and can’t be updated or deleted.

13. How do secured fields behave to retrieve multiple?

Ans: When a user calls the retrieve multiple messages, CRM calculates if the user has access to each retrieved record and each secured field. CRM won’t show an error message if the retrieve column set contains secure fields instead null values are returned for secured fields.

14. What are the Default settings for field Level Security and auditing?

Ans: Disable Auditing and Enable.

15. How many possible ways to register a Plug-In in MS Dynamics 365 Customer Engagement(CRM)?

Ans: 1. Plugin Registration Tool.

2. Solution Export/Import

3. Developer Tool Kit.

16.Why Microsoft Dynamics 365 CRM? Since so many CRM available in the market like ERP, SAP, SIEBEL, etc. but How Dynamics 365 customer engagement (CRM) is different from others?

Ans: World-class customer experiences begin with your people. By giving people the right tools to multiply their productivity, multiply their impact, they can drive your organization to achieve your goals, multiply your revenue, and multiply your customers.

17. How can we restrict any ' Entity ' from being shown in advanced find in Dynamics365?

Ans: Best way to achieve this applies security settings if you remove them read/view permission of unused entity in CRM security, then those entities will not available. But if you have read privilege on the entity and still you want that entity not to be shown in Advanced find or If you want permanently hide entity from Advanced Find then there is no supported way. But there is an unsupported way to achieve the same. CRM exposes below Boolean property in Entity Metadata to identify which entity should appear in advanced find.

18. What is Server-to-server authentication in Dynamics 365 CRM?

Ans: Use server-to-server (S2S) authentication to securely and seamlessly communicate with Microsoft Dynamics 365 (online & on-premises) with your web applications and services. S2S authentication means you don’t need to use a paid Dynamics 365 user license when you connect to Dynamics 365 tenants. There is no license fee for the special application user account you will use with S2S authentication. With S2S authentication a special Dynamics 365 unlicensed application user account is created and includes information about your application registered with Azure Active Directory (Azure AD). Rather than user credentials, the application is authenticated based on an application user identified by an Azure AD Object ID value which is stored in the Dynamics 365 user record. The Dynamics 365 application user is associated with a security role which controls the kinds of data and operations the application is allowed to perform.

19. In Dynamics 365 CRM, what is a task flow and how it can be used?

Ans: You can also design a type of business process flow called a task flow in Dynamics 365 for phones or Dynamics 365 for tablets based on common tasks your users perform. For example, if they need to regularly perform a series of follow-up steps after client meetings, create a task flow. When users tap the new task in their mobile.

20. What is the effect of making a plugin sandboxed in Dynamics Customer Engagement?

Ans: CRM online can only deploy Sandboxed plugins and Limitations such as

  • Access to the file system (C Drive)
  • System event log
  • Certain network protocols
  • Registry
  • You cannot access any other DLL’s
  • IP addresses cannot be used
  • Only the HTTP and HTTPS protocols are allowed.
  • In isolated mode, you cannot call any external DLL’s\DLL’s in the GAC.

21. What are the new features in Dynamics CE/CRM?

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.

22. What is the Business Rules in Microsoft Dynamics Customer Engagement (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, changes field properties, etc.

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

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

24. What is a 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.

25. 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.

26. 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 a workflow.

27. 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:

28. What are the new type of processes/workflows introduced in Dynamics Customer Engagement(CRM)?

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

29. 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

30. 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.

31. 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.

32. 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.

33. Difference between synchronous and asynchronous workflows?

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

34. What are 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.

35. What is the 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.

The new version Dynamics CRM 2015 ( ver 7.0) released with a bunch of changes in User Interface and features. The 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!


Technical Content Writer at Magnifez Technologies


  1. Avatar
    Asad Ummattil
    March 07, 2019

    It Helps Passionate Dynamics 365 Professionals who Actively Looking for Better Opportunities…

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