Application 81-89 Flashcards
- You need to specify the number of support hours a customer will receive. What should you create?
A. A service activity
B. A service level agreement (SLA)
C. An entitlement
D. A contract template
C. An entitlement
- You choose a case from the customer support queue. Your company mandates that all requests with customers be tracked regardless of the outcome. You call the customer and learn that the case was submitted on your company’s customer portal by mistake. What should you do?
A. Cancel the case.
B. Delete the case.
C. Resolve the case.
D. Reactivate the case.
A. Cancel the case
- You work at the support desk for a software company. When the newest version of a popular app is released, you receive an influx of support requests regarding an issue. The research and development team identify the issue as a bug and prepare to fix it. You need to identify existing cases in which this bug was reported and relate them to one another so that they can be closed simultaneously when the bug fix has been released. What should you do?
A. From the parent case, select create child case for each of the cases that reported the bug.
B. From the active cases view, select all of the cases that are reporting the bug, and then select merge cases.
C. From the child case, select similar cases to find the cases that reported the bug.
D. From the active cases view, select all of the cases that are reporting the bug, and then select associate child cases.
D. From the active cases view, select all of the cases that are reporting the bug, and then select associate child cases.
- You are responsible for creating and managing Microsoft Dynamics CRM Knowledge Base templates and articles. A user wants an image to be added to a Knowledge Base article. What should you do?
A. Create a web resource, and add it to the Knowledge Base template.
B. Insert the image into the Knowledge Base template.
C. Copy and paste the image into the Knowledge Base article.
D. Drag and drop the image onto the Knowledge Base article.
C. Copy and paste the image into the Knowledge Base article.
- You are the customer service manager of a call center and are performing a daily review of your team’s cases. A case record owned by a member of your team has a flag in the research stage of the business process flow. What does this indicate about the case?
A. The user is finished with that stage.
B. The case is at this stage.
C. The case is ready to close.
D. There is a required field at this stage.
B. The case is at this stage.
- Two active case records are related to the same issue but have nothing else in common. Your manager asks you to make an association between the records. What should you do?
A. Merge the two case records.
B. Reference the case ID of the other case in the case ID field of each case.
C. Add one case to the sub‐grid on the other case for similar cases.
D. Reference the case ID of the other case in the notes field of each case.
C. Add one case to the sub‐grid on the other case for similar cases.
- You create a new user. Which record will Microsoft Dynamics CRM automatically create for the user?
A. Queue
B. Account
C. Contact
D. Team
A. Queue
- You create a chart on your personal dashboard. The chart displays the service technician’s monthly goals for case resolution. You need to make this chart available on another dashboard. What should you do?
A. In the other dashboard, select the existing chart.
B. Export the chart. Import the chart into Charts under the case entity. Go to the dashboard entity, and add the chart to the dashboard.
C. Share the chart from your personal dashboard to the case entity, and add the chart to the system service dashboard.
D. Share the chart from your personal dashboard to the system service dashboard.
A. In the other dashboard, select the existing chart.
- You are the team lead in a large call center. You want to know the originating source for the majority of your team’s cases. You need a report that includes the following information:
• The number of cases each of your team members owns by Origin (Phone, Email, Web)
• The percentage of cases owned as a proportion of total cases by Origin
Which report should you use?
A. Service Analysis Report
B. Customer Service Maintenance Report
C. Neglected Cases
D. Case Summary Table
D. Case Summary Table
