MB2-712 Study Cards Flashcards
What are the major differences between online and on-premise deployments?
Online:
- No DB access
- Pay per user/month
- Upgrade automatically
- No servers to buy or installation to do
On-Premise:
- DB access
- Licenses per user
- Upgrade manually
- Must buy/build servers and install things locally
What are 3 ways an Opportunity may be generated from?
- Qualifying a lead
- Converted from an activity
- Created from scratch
Describe a scenario in which an Activity Feed or Yammer Feed would be used.
- Manager wants to stay informed about events on key customers and opportunities but doesn’t want to dive into each CRM record.
- A user wants to call up a CRM record and see a quick history of recent events on that record
What are the three main fields on a Goal entity?
- Target
- Goal Owner
- Period of Time
What do the following symbols mean on a Goal Chart?
Blue Circle
Black Triangle
Blue Bar
Orange Bar
Blue circle = Target
Black Triangle = Where we should be as of today
Blue Bar = What has been achieved
Orange Bar = In progress
The marketing tools in D365 are basic, but useful. What are the 4 core utilities that the Marketing module can do in D365?
- Track campaigns on leads & opportunities
- Segment and create lists
- Bulk email
- Mail merge
There are two types of marketing lists. What are they and how are they different?
Static: List is defined by manually selecting members, good for quick communication, not automatic
Dynamic: Defined by advanced find query, will update
What are 4 ways a Campaign Response can be created?
- Manual
- Convert existing campaign activity to repsonse
- Auto generate campaign response from email
- Import campaign response from external file
What are the 6 aggregate options for Charts?
- Count: All
- Count: Non-empty
- Avg
- Max
- Min
- Sum
What is the max number of items on a dashboard?
6
What types of items can be on a dashboard?
- Charts
- Lists
- Iframe
- Web resources
- Social insights (IF you have Microsoft Social Engagement)
The display on the phone is limited by tab/field/list number. What is the maximum?
5 tabs or 75 fields/10 lists
What are 5 ways that a Case can be created?
- Manually
- Convert from activity
- Auto via workflow
- Auto via integration
- Via channel engagement framework
Which of the following are special features of Cases?
Apply routing rule
Apply workflow
Search knowledge base
Create parent case
Create child case
Find similar cases
*Apply routing rule
Apply workflow
*Search knowledge base
Create parent case
- Create child case
- Find similar cases
You try to resolve a Case but it is unsuccessful. What might be the reason?
- Open activities
The resolve case dialog appears upon Case resolution. What are the fields?
- Resolution Type
- Resolution
- Total Time
- Billable Time
What 2 things happen when a case is resolved?
- Record becomes read-only
2. Case Resolution Activity record is created
What are 2 allotments for Entitlements?
- Number of cases
2. Amount of time
When will an entitlement decrement? List two options.
- Upon case creation
2. Upon case resolution
What are the 3 SLA possible actions?
- Triggered on case creation
- First response by
- Resolved by
What is the difference between standard SLA and enhanced SLA?
A standard SLA leverages multiple fields on Case form rather than using related SLA KPI records.
- Standard SLA will be deprecated
When a Customer contacts support and a Case is created, what are 5 options of what to do next in terms of assignment?
- Don’t assign. Resolve case.
- Assign to individual.
- Assign to team.
- Place in queue.
- Run routing rule.
- Adding a case to a queue DOES NOT reassign the case. This must be done manually or with workflow.
What are the Queue Item commands?
Route
Pick
Release
Remove
What are the 6 entities in the Service Scheduling module?
- Resources
- Resource Group
- Site
- Services
- Resource Selection Rules
- Service Activities
What is the difference between Configuration and Customization?
Configuration: templates, security and settings
Customization: changing the appearance or behavior of system without code
How are customizations stored?
Stored as XML in the database on top of the base configuration.
Which entity properties cannot be disabled after enabling?
Queues
Connections
Activities
Business Process Flows
What are the 6 types of forms?
Main Mobile Express Quick Create Quick View Card Main Interaction Centric
What are the 5 tabs on field properties?
Display Formatting Details Events Business Rules
Views are always trimmed base on the security model. What are the 3 components of that model?
- Record ownership
- Security role
- Business unit
What are the 3 major types of Views?
- Personal
- Public/Global
- System
What is the max number of entities that may be used in a quick search?
How many fields are displayed on the search results tile in global search?
10
3
What data types does a Rollup Field support?
Whole number
Date
Time
What is the maximum number of Rollups an entity came have? An organization?
10 per entity
100 per organization
*Can be modified for on-premise deployment
What entity properties CANNOT be changed once it is created?
Ownership Type
Schema Name
Set as a Custom Activity
Uses Notes/Activities
How are N:N relationships stored in the database?
There is a “hidden” intersect entity that contains a primary key and two foreign keys for each related entity. This intersect entity cannot be changed.
You can control how certain actions taken on a record affect any related records. What the are 6 actions on entities that can be controlled?
Assign Share Unshare Reparent Merge Delete
You can control how certain actions taken on a record affect any related records. These are determined by assigning rules to entity actions. Describe the rules:
Cascade All
Cascade Active
Cascade User-Owned
Cascade None
Remove Link
Restrict Link
Cascade All Perform action on all related entity records
Cascade Active Perform action on all active related entity records
Cascade User-Owned Perform action on all related entity records owned by the same user as the primary entity record
Cascade None Do nothing
Remove Link Remove value of the lookup field for all related entity records
Restrict Delete Prevent primary entity from being deleted when related records exist
What is the difference between removing a managed solution and an unmanaged solution?
In a managed solution, components are removed unless other solutions use them.
In an unmanaged solution, components remain part of the default solution.
What are the 4 types of Processes?
- Worfklow
- Dialogs (will be deprecated)
- Business Process Flows
- Actions
What is the max number of stages a Business Process Flow may have?
What is the max number of steps a stage can have?
What is the max number of flows an entity can have?
30
30
10 activated flows
What is the difference between a Manager Hierarchy and a Positions Hierarchy?
Manager Hierarchy: Managers inherit access to subordinates records
Positions Hierarchy: Multiple users inherit same access as they share the same senior position
- Cannot choose both
What is the difference between “Append” and “Append To” in entity privileges?
Append: Associate entity to other records
Append To: Attach entity to other records
If a user has multiple access levels, how is the user’s access defined?
By the least restrictive level
