Application 21-30

Question 1

22. Your organization uses process flows to help users to complete their cases. You want the stage of the business process flows automatically change when a field value is set to research complete. What should you at?
A) Business rule. 
B) Branch. 
C) Workflow. 
D) Conditional step.

Answer 1

B) Branch

Question 2

23. The service desk frequently receives email request directly from contacts that are not currently in Microsoft Dynamics CRM. You need to configure an automatic case creation rule to ensure that these requests are not overlooked. Which option should you select in the case creation rule?

A) Cases for email from unknown sender’s.
B) Automatic email response to customer on case creation.
C) Cases for activities associated with a resolved case.
D) Cases if a valid entitlement exists for the customer.

Answer 2

A) Cases for email from unknown senders

Question 3

24. Your companies support team is handling all inbound request for support for a new product. You want to configure Microsoft dynamics CRM so that phone calls and email messages regarding the new product or held until a team with expertise on the new product is available. The phone calls and email messages need to be assigned in the order in which they were received. Which feature should you use?
A) resolution activities. 
B) Service-level agreements. 
C) Queues.
D) Scheduling modules.

Answer 3

C) queues

Question 4

25. The customer can use 80 hours of phone support and 20 hours of email support, according to the agreement you set up with the customer. You need to configure an entitlement. What should you do?
    A) create an entitlement with two service-level agreements (SLA’s) for each type of support.
    B) create an entitlement, and link the two cases for each type of support.
    C) create an entitlement, with two entitlement channels for each type of support.
    D) create an entitlement, and link the two templates for each type of support.

Answer 4

C) create an entitlement, with two entitlement channels for each type of support.

Question 5

26. You need to configure Microsoft dynamics CRM to use a special service level agreement (SLA) for select customers. Which action do you perform?
    A) Select the SLA in the cases for the selected customers.
    B) Select the SLA in the entitlements for the selected customers.
    C) Select the SLA and then use the Set as Default function.
    D) Select the SLA on the customer account for the select customers.

Answer 5

B) Select the SLA in the entitlements for the selected customers.

Question 6

27. An entitlement for a customer has a status of Active. You need to make changes to the entitlement. What should you do before making the changes?
A) Renew The entitlement. 
B) Deactivate the entitlement. 
C) Click edit in the action pane. 
D) Cancel the entitlement.

Answer 6

B) Deactivate the entitlement.

Question 7

28. You plan to import new case records. You do not want the service level agreement (SLA) to apply to the new cases. What should you do?
    A) set the Disable the SLA’s system option.
    B) pause all SLAs.
    C) set the ignore SLA’s import option.
    D) deactivate all SLA’s.

Answer 7

A) set the Disable the SLA’s system option.

Question 8

29. You need to configure Microsoft dynamics CRM so that only the authorize contacts associated with an account can call and use the entitlement. What should you do?
    A) add each contact to the case associated to the entitlement.
    B) Configure a contact method for each contact.
    C) Add each contacted to the entitlement record.
    D) Mark each contact as primary.

Answer 8

C) at each contact to the entitlement.

Question 9

30. Your organization uses territories and Microsoft dynamics CRM to manage sales. You need to ensure that all sales managers and sales people are associated with the correct territories. What should you do?
    A) add a sales manager and the relevant sales people as a member of each territory.
    B) add a territory to each salesperson’s record, and sales manager in territory to each opportunity record.
    C) add the relevant sales people to each territory record, and make the sales manager the owner of the territory record.
    D) add a sales manager to each territory record and to each salesperson’s user record.

Answer 9

A) add a sales manager and the relevant sales people as a member of each territory.

Question 10

21. To create a case for a customer who requests assistance. You need to find a Frequently Asked questions document Microsoft dynamics CRM and email it to the customer. In which location should you look for the document?
A) Knowledgebase. 
B) Microsoft sharepoint. 
C) Sales literature. 
D) Marketing list.

Answer 10

A) Knowledgebase