MB2-714 Flashcards by Ritvika Sharma

Your team uses the Dynamics CRM knowledge base. You do not use the interactive service hub. You use articles to resolve cases. You have an article template named ArticleTemplate1. You publish articles that use ArticleTemplate1. You need to prevent ArticleTemplate1 from being used to create any more articles. The solution must ensure that existing articles remain available. What should you do?

A. Modify the properties of ArticteTemplate1.
B. Delete ArticteTemplate1.
C. Deactivate ArticleTemplate1.
D. Remove ArticleTemplate1 from the default solution.

C. Deactivate ArticleTemplate1.

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You need to see all of the cases that were canceled. What should you do?

A. Export all of the queue items to a Microsoft Excel file.
B. Perform a Global Search and save a personal view.
C. Perform an Advanced Find and save a personal view.
D. Review the Audit log.

C. Perform an Advanced Find and save a personal view.

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You plan to use the automatic record creation and update rules to create new records automatic based on different types of …. You need to identify which record types can be used as the source type for the automatic record creation and update rules. Which three record types should you identify? (Choose three.)

A. custom activity 
B. social activity 
C. case 
D. lead 
E. phone call

A. custom activity
B. social activity
E. phone call

https://community.dynamics.com/crm/b/crminogic/archive/2015/08/12/automatic-record-creation-or-update-rules-in-dynamics-crm-2015-sp1

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You need to find a specific knowledge article. What are three possible search types that can be used to achieve the goal? (Choose three.)

A. topic 
B. full-text 
C. keyword 
D. attachment 
E. article number

A. topic
B. full-text
E. article number

You can build queries to search articles by titles, full-text, subject and article number.

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*****You plan to use surveys. You need to identify the number of entities that are used to store the survey responses. What should you identify?

A. 1
B. 2
C. 3
D. 4

B. 2

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You have a Dynamics CRM organization. You need to gather customer data by using several surveys. The solution must use out-of-the box functionality. What are three methods that you can use to distribute the surveys? (Choose three.)

A. surveys published to websites wrapped in iFrames
B. surveys published as mobile apps
C. customer-specific surveys shared by sending invitations by email
D. anonymous surveys made available through a URL
E. surveys published as web apps

A. surveys published to websites wrapped in iFrames
C. customer-specific surveys shared by sending invitations by email
D. anonymous surveys made available through a URL

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey

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**You have a goal for a customer service representative that includes all of the representative cases from the current fiscal year. For the upcoming quarter, you need to modify the goal to include only cases associated to a specific subject. Which three actions should you perform? (Choose three.)

A. Create a rollup query that filters the case list based on the subject and Created On fields of the case.
B. Create a rollup query that filters the case list based on the subject field of the case.
C. Associate the rollup query to the goal record.
D. Change the time period of the goal record.
E. Update the rollup field on the goal record.

C. Associate the rollup query to the goal record.
D. Change the time period of the goal record.
E. Update the rollup field on the goal record.

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Your company has a Dynamics CRM organization that uses FieldOne. A customer calls your company’s Help Desk to report a failed device. The Help Desk technician creates a case in CRM. You need to deploy a technician to resolve the issue. What should you do first?

A. Launch the Schedule Assistant.
B. Notify the technician to verify his job queue.
C. Resolve the case.
D. Convert the case to a work order.

D. Convert the case to a work order.

Work orders can be created from a case, a case might be created in the contact center. If the case can’t be resolved locally and a field engineer is required, then work order(s) can be created directly from the case.

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*****You need to identify which actions are available in an enhanced service level agreement (SLA). What are two possible actions that you can identify? (Choose two.)

A. assigning records
B. sending email
C. prompt and response
D. on-demand workflow

C. prompt and response

D. on-demand workflow

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You have a queue that contains 100 items. You need to delete the queue. What are two possible ways to achieve the goal? (Choose two.)

A. Reassign the items in the queue, and then delete the queue.
B. Cancel the items in the queue, and then delete the queue.
C. Set the queue type to Public deactivate the queue, and then delete the queue.
D. Set the queue type to Private, deactivate the queue, and then delete the queue.

A. Reassign the items in the queue, and then delete the queue.
B. Cancel the items in the queue, and then delete the queue.

A queue cannot be deleted if the following are true:

When the queue has queue items.
When any routing rule uses the queue.

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You create a new case to which an enhanced service level agreement (SLA) is applied. The SLA states that the case will be resolved in two hours. You work on the case for 20 minutes, and then you discover that you require a password from the customer. The customer is unavailable, so you change the status reason of the case to On Hold. Forty minutes later, the customer sends you the password and you change the status reason of the case to In Progress. You work on the case for 30 minutes, and then you change the cases status reason to On Hold, while you wait for a response from the customer. Twenty minutes later, you receive a response from the customer and you change the cases status reason to In Progress. You work on the case for an additional 30 minutes, and then you change the case s status reason to Resolved. How many minutes will the Resolve By KPI display for this case?

A. 30
B. 80
C. 110
D. 140

B. 80

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You need to identify how many default service level agreements (SLAs) you can have in a Dynamics CRM organization. What should you identify?

A. one per organization
B. one per customer
C. one per entitlement
D. one per SLA item

D. one per SLA item

You can have one default SLA per SLA-enabled entity.

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Your customer service agents use two custom entities named Entity1 and Entity2. You need to organize the records for Entity1 and Entity2 so that they appear together in a single location. What should you do first?

A. Enable the entities for queues.
B. Enable the entities for access teams.
C. Create a system view.
D. Create a personal view.

D. Create a personal view.

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You have a Dynamics CRM organization that has several currencies enabled. What occurs when a user creates a record that has a currency field?

A. The currency is based on the sales territory of the user.
B. The currency is based on the location of the user record.
C. The currency is converted into the base currency and is always displayed in the base currency.
D. The system default currency is the record default, unless a customer has a default currency.

D. The system default currency is the record default, unless a customer has a default currency.

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Your company has a Dynamics CRM organization. The company plans to use the product catalog. You need to identify which component must be configured before you can implement the product catalog. What should you use?

A. product families
B. product
C. price lists
D. unit groups

D. unit groups

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You create an entitlement that decreases the total terms when cases are created. You need to identify what will cause the value of the remaining terms of an entitlement to be incremented or decremented. What are two possible causes that you can identify? (Choose two.)

A. when a case that is attached to the entitlement is resolved
B. when the entitlement is attached to a new contact
C. when a case that is attached to the entitlement is deleted
D. when the entitlement is attached to a new case

A. when a case that is attached to the entitlement is resolved
D. when the entitlement is attached to a new case

https://community.dynamics.com/crm/b/crminogic/
archive/2014/07/07/entitlements-in-microsoft-dynamics-crm-2013-spring-release

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You have an entitlement that allows 15 cases to be opened by phone. After the 15 cases are opened by phone, you discover that additional cases are being opened by using email, the Internet and Facebook. You need to ensure that cases can be submitted for the entitlement only by using the phone. What should you do?

A. Change the Decrease Remaining On setting.
B. Add entitlement channels that have a total term of 0.
C. Create a routing rule.
D. Set the default entitlement.

B. Add entitlement channels that have a total term of 0.

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You create a new case that is associated to a service level agreement (SLA). You need to identify what occurs when the case is placed on hold. What should you identify?

A. An automatic notification is sent to the manager of the user who placed the case on hold.
B. An automatic notification is sent to the customer who initiated the case.
C. The time calculations for the Key Performance Indicators (KPIs) are paused.
D. Users are prevented from editing the case record until the On Hold status changes.

C. The time calculations for the Key Performance Indicators (KPIs) are paused.

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You plan to create an entitlement template. You need to identify which types of records can be associated to the template. What are the possible record types that you can associate to the template? (Choose all that apply.)

A. contacts
B. service level agreement (SLA)
C. account
D. products

B. service level agreement (SLA)
D. products

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-entitlements-quickly-templates

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Your team has a queue named Assignments. A team member named CSR1 plans to work on an item from the Assignments queue. CRS1 reports that after picking the item in the queue, the item no longer appears in the queue. You need to tell CSR1 which type of queue to open-to view the item. Which type of queue should you tell CSR1 to open?

A. personal
B. shared
C. escalation
D. public

A. personal

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You are evaluating whether to use a standard or an enhanced service level agreement (SLA). You need to identify a characteristic of a standard SLA. What should you identify?

A. The SLA can be paused.
B. The status can be tracked directly from the case form.
C. Actions can be triggered based on specific success catena.
D. The failure time is tracked.

D. The failure time is tracked.

https://www.solsyst.com/single-post/2015/08/18/
Standard-and-Enhanced-SLAs-in-Microsoft-Dynamics
-CRM-2015-How-To-Maximize-Your-Usage

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You have a customer who purchased two support contracts from your organization. One support contract is for a product named ProductA and the other support contract is for a product named ProductB. You need to ensure that only a contact named Contact1 can open cases for ProductA and only a contact named Contact2 can open cases for Products. What should you use?

A. routing rules
B. entitlements
C. service level agreements (SLAs)
D. parent-child inheritance rules

B. entitlements

Entitlements in Microsoft Dynamics 365 are used to define the kind of support customers are eligible for. A customer’s support level can vary based on the product or service the customer has purchased.

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****You have two sites. You need to ensure that all of the resources for a scheduling activity are from the same site. What should you use?

A. a selection rule
B. a resource group
C. a service level agreement (SLA)
D. a field security profile

A. a selection rule

https://www.powerobjects.com/2010/07/30/
service-scheduling-in-dynamics-crm-part-1/

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You plan to create a service activity. You need to identify which types of participant can have defined work hours. Which two participant types should you identify? (Choose two.)

A. resource group
B. site
C. user
D. equipment

C. user
D. equipment

Users, facilities or equipment, or teams can be scheduled and have work schedules.

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You implement Unified Service Desk in your Dynamics CRM organization. You need to add a button to a Unified Service Desk toolbar that will load a CRM page to a hosted control when the button is clicked. What are two Unified Service Desk components that you can use to achieve the goal? (Choose two.) A. Forms B. Action calls C. Scriptlets D. Window navigation rules

B. Action calls | D. Window navigation rules

You are a customer service representative. You use the interactive service hub and a multi-stream interactive dashboard. At the beginning of your shift, you need to view the high-priority open cases and to move them to one queue. What should you do first? A. Perform an Advanced Find. B. Perform a Global Search. C. Apply a hierarchal view. D. Apply a global filter.

D. Apply a global filter. https: //docs.microsoft.com/en-us/dynamics365/customer-engagement/unified-service-desk/configure-toolbars-application https: //docs.microsoft.com/en-us/dynamics365/customer-engagement/unified-service-desk/use-window-navigation-rules-unified-service-desk

You work for a call center that uses Dynamics CRM for case management. You need to recommend a solution that meets the following requirements: - Provides customer service representatives with a pop-up window initiated by the phone system. - Provides a mechanism to view data from several different line-of business applications based on contextual information in CRM. Which technology should you include in the recommendation? A. The interactive service hub B. FieldOne C. Microsoft Parature D. Unified Service Desk

B. FieldOne

You have a service that is used to schedule the delivery of products to local customers. The service contains a resource group. The resource group contains equipment that represents 10 delivery vans. You need to ensure that you maximize the use of each delivery van while performing as many deliveries as possible. What should you configure? A. a selection rule as Least Busy B. the available capacity of the service scheduling rule C. the van work hours as non-overlapping D. a selection rule as Most Busy

D. a selection rule as Most Busy

********You have an equipment resource for a forklift. Several scheduling activities are configured to use the forklift. The forklift breaks down and is sent for repairs. You set the work hours for the forklift to unavailable. You need to identify what will occur to the scheduling activities that require the forklift. What should you identify? A. The scheduling activities will be added to a queue. B. The scheduling activities will continue as scheduled. C. The scheduling activities will be scheduled automatically for the next available time. D. The scheduling activities will be deactivated.

D. The scheduling activities will be deactivated.

Your Dynamics CRM organization uses the interactive service hub. You need to identify which security role must be assigned to you before you can create a new interactive dashboard. What are two possible security roles that will achieve the goal? (Choose two.) A. Activity Feeds B. System Administrator C. System Customizer D. Customer Service Manager

B. System Administrator | C. System Customizer

You plan to create a service activity. You need to identify which resources can be added to the service activity. What are two possible resources that you can add to the service activity? (Choose two.) A. a user B. a territory C. a business unit D. a facility

A. a user D. a facility Resources: Users, facilities or equipment, or teams that can be scheduled and have work schedules.

You have a Dynamics CRM organization. You need to recommend which technology can be used to integrate CRM to a telephony system and to provide call scripts from within CRM cases. Which technology should you recommend? A. Microsoft Parature B. The Engagement Hub C. The Interactive Service Hub D. The Integrated Desktop Agent

D. The Integrated Desktop Agent

********You need to identify what will occur when you attempt to create a service appointment that contains a resource outside of the assigned work hours of the resource. What should you identify? A. A message that the appointments outside of work hours will appear, and the resource will be removed automatically from the appointment when you save the appointment. B. The appointment will be saved successfully and the manager of the resource will receive a notification by email. C. A message that the appointment is outside of work hours will appear, and you will be prompted to edit the work hours of the resource. D. A message that the appointment is outside of work hours will appear, and you will be able to save the appointment.

D. A message that the appointment is outside of work hours will appear, and you will be able to save the appointment.

Your team uses the Dynamics CRM knowledge base. You do not use the interactive service hub. You are working with a customer to resolve an issue. You need to provide the customer with an article from the knowledge base. What should you do? A. From the article, click Email a Link. B. From the article, click Share. C. From the article, click Copy a link. D. Create an email and click Insert Article.

A. From the article, click Email a Link.

You have a routing rule set that routes cases to various queues. The rule set is activated. You need to identify in which scenarios the routing rule will be applied to a case. Which three scenarios should you identify? (Choose three.) A. When multiple cases are selected and Apply Routing Rule is clicked. B. When a new case is created by using an Automatic Record Creation Rule. C. When the record is assigned to a new user. D. When Save Route is clicked from within a record. E. When a new case is created manually and Save is clicked from within the case.

A. When multiple cases are selected and Apply Routing Rule is clicked. B. When a new case is created by using an Automatic Record Creation Rule. D. When Save Route is clicked from within a record.

*****You quality a lead for a business account. After several conversations with the business contact you discover that the business used a different vendor. Which record should you deactivate? A. opportunity B. lead C. contact D. account

A. opportunity

You need to identify which type of object can be associated to sales territories. Which type of object should you identify? ``` A. Opportunities B. Users C. Leads D. Facilities E. Teams ```

B. Users

You have a Dynamics CRM organization that contains the following charts: - A tag chart named Chart1 that displays keywords from case titles - A funnel chart named Chart2 that displays case resolution times - A line chart named Chart3 that displays priorities - A doughnut chart named Chart4 that displays the number of cases by priority You need to identify which charts can be added to a personal dashboard. What are two possible charts that you can add? (Choose two.) A. Chart1 B. Chart2 C. Chart3 D. Chart4

B. Chart2 | C. Chart3

You are viewing the Service Activity Volume report from Report Viewer in Dynamics CRM. You need to identify which action can be performed from Report Viewer. Which action should you identify? A. Add an activity. B. Synchronize to Microsoft Outlook. C. Resolve a case. D. Export to Microsoft Excel.

D. Export to Microsoft Excel.

Your company deploys Dynamics CRM. All of the employees who perform service calls for customers use CRM. You plan to deploy FieldOne. You need to identify a benefit of deploying FieldOne. What should you identify? A. reduces the number of service calls B. reduces the use of social technology C. reduces the use of web portals and mobile apps D. reduces the fuel costs of the service calls

D. reduces the fuel costs of the service calls Adopt Dynamics 365 for Field Service in your business and you’ll typically save 10-22% in fuel, vehicle maintenance and wear and tear. You’ll reduce your carbon footprint by an average of 2.5 tons per year and increase your number of service calls by 5-18%.

You are working on a case that pertains to a common issue encountered by customers. You discover a new solution to resolve the issue. You need to ensure that all users can find the new solution. What should you do? A. Create a knowledge article. B. Create a solution file. C. Assign the case to a team that includes all of the users. D. Share the case with all of the users.

A. Create a knowledge article.

*******You have an on-premises deployment of Dynamics CRM. You plan to gather customer feedback by using several surveys. You need to identify the prerequisite for the planned surveys. What should you identify? A. Microsoft Exchange Online B. A Microsoft Office 365 subscription C. Microsoft OneDrive for Business D. A Microsoft Azure subscription

B. A Microsoft Office 365 subscription

Your company has a Dynamics CRM organization that uses a FieldOne solution. A customer calls your company's Help Desk to report a failed device. You schedule a technician to resolve the issue. You need to identify which notification methods can be used to notify the technician. What are two possible notification methods? (Choose two.) ``` A. an automated phone call B. an email message C. Windows 10 toast D. a text message E. a web browser pop-up ```

A. an automated phone call B. an email message D. a text message With FieldOne and Dynamics CRM, agents receive job notifications by text, email or phone.

You need to create a new case in Dynamics CRM. Which two fields are required to create the new case manually? (Choose two.) ``` A. Subject B. Product C. Case Title D. Origin E. Customer ```

C. Case Title | E. Customer

Your team uses the Dynamics CRM knowledge base. You do not use the interactive service hub. You need to search for an article in the knowledge base. From which two types of records can you search for the article? (Choose two.) A. Phone call B. Email C. Case D. Queue Item

B. Email | D. Queue Item

******You use the interactive service hub for knowledge articles. You need to identify which information can be gathered from the Analytics tab of a knowledge article. What should you identify? A. the cases that use the article and the number of views per case B. the customer service representatives who viewed the article and the number of views per case C. a helpfulness rating for the article and the cases that use the article D. a helpfulness rating for the article and the customer service representatives who viewed the article

C. a helpfulness rating for the article and the cases that use the article

You work for a hosting company. One of the data centers experiences an outage. Several contacts from two different customers report the outage. You create a parent case for each customer and a child case for each child cases. You need to consolidate all of the cases. What should you do? A. Merge all of the parent cases into one case, and then delete the child cases. B. For each customer, merge all of the child cases for each parent case, and then merge all of the parent cases. C. Export the cases, update the cases, and then re-import the cases. D. Merge all of the child cases into one case, and then delete the parent cases.

B. For each customer, merge all of the child cases for each parent case, and then merge all of the parent cases.

***********You need to locate recently created records that reference Feature A. What should you do? A. Use Advanced Find and specify * FeatureA *. B. Use Global Search and specify " FeatureA *. C. Use Global Search and specify FeatureA. D. Use Advanced Find and specify FeatureA.

C. Use Global Search and specify FeatureA.

*******Your company uses Dynamics CRM for case management. You need to use the heatmap in Microsoft Power Bl to display customer calls by region. What should you do first? A. From the Interactive Service Hub dashboard, add a widget B. CRM dashboard, export data as a dynamic worksheet. C. From a CRM dashboard, add a widget. D. From Power Bl, add a service connection.

D. From Power Bl, add a service connection.

You complete work on a case. The case has several activities, some of which are open and some of which are complete. You need to identify what will occur when you attempt to resolve the case. What should you identify? A. You will be able to resolve the case. All open activities will remain open. B. You will be able to resolve the case. All open activities will be completed. C. You will be prevented from resolving the case. D. You will be able to resolve the case. All open activities will be canceled.

D. You will be able to resolve the case. All open activities will be canceled.

The base currency for your Dynamics CRM organization is US dollars. You have an order that has a transaction currency in euros. You need to identify which events will cause the exchange rate for the order to be recalculated. Which two events should you identity? (Choose two.) A. The currency of the order record is updated. B. The exchange rates are updated in CRM. C. The order record is opened. D. The record state of the order record changes.

A. The currency of the order record is updated. | D. The record state of the order record changes.

A task activity is assigned to a user named SalesUser1. After reviewing the task activity, SalesUser1 identifies that the activity must be handled by customer service. SalesUser1 needs to send the task activity to a queue named Customer Service Queue. SalesUser1 opens the task activity. What should SalesUser1 do next? A. Edit the Queue Item Details. B. Modify the owner. C. Set the Regarding field. D. Select the queue.

D. Select the queue.

You have an entitlement that has an allocation type of Hours. You need to identify what will cause the remaining terms of the entitlement to be decremented. What should you identify? A. A case that is associated to the entitlement is deleted. B. A case that is associated to the entitlement is canceled. C. A case that is associated to the entitlement is resolved. D. A case is associated to the entitlement.

C. A case that is associated to the entitlement is resolved. https://msdn.microsoft.com/en-us/library/dn689025.aspx

You plan to deliver several surveys to your customers. You need to identify which Dynamics CRM functionalities can be used for the surveys. What are two possible functionalities that you can use? (Choose two.) A. Automatically generate survey questions based on CRM data. B. Place completed surveys on a marketing list. C. Compare survey results to CRM data. D. Pipe customer-specific data from CRM to personalize the surveys.

C. Compare survey results to CRM data. | D. Pipe customer-specific data from CRM to personalize the surveys.

You have a new Dynamics CRM organization. You need to define a parent goal and a child goal for cases. Which two items should be the same for the parent goal and the child goal? (Choose two.) A. the rollup query B. the subject C. the time period D. the goal metric

C. the time period D. the goal metric All goals in the hierarchy must be based on the same goal metric and time period. If you create a child goal that is based on a different goal metric, an exception is thrown. If you specify a different time period for a child goal, the system will ignore the specified time period and use the parent goal time period.

You recently created several customer feedback surveys. You gather the results of the surveys. You need to analyze the results of the surveys. What should you use? A. Sway B. Office Delve C. Microsoft Power Bl D. Microsoft lntune

C. Microsoft Power Bl

Your company has a Dynamics CRM organization. The company employs 20 technicians who respond to service calls at more than 1,000 customer locations. You need to recommend changes to the organization to meet the following requirements: - Improve the accuracy of the estimated technician arrival time at the customer locations. - Collect real-time analytics about visits to the customer locations. What should you include in the recommendation? A. FieldOne B. Unified Service Desk C. The Interactive Service Hub D. Microsoft Power Bl

A. FieldOne

************Your company has a Dynamics CRM organization that uses FieldOne. The company employs 10 field technicians. Each technician starts work at 08:00 and ends work at 16:00. You need to identify what percentage of the technician utilization time is scheduled for the service calls that will take place the next day. Which tool should you use? A. the Schedule Assistant B. the Schedule Board C. the Visual Filter D. the Report Wizard

C. the Visual Filter

You have a Dynamics CRM organization that has Unified Service Desk implemented. In CRM, you use a custom entity named Projects for project management. Your customer service representatives will access the information in Projects from Unified Service Desk. The projects will be associated to specific accounts always. When a user selects a project from an account the project will open in a different window. You need to identify which Unified Service Desk component you should use to display the project information in the Unified Service Desk interface. Which component should you identify? A. a hosted control B. a computer telephony integration (CTI) adapter C. an event D. an entity search

B. a computer telephony integration (CTI) adapter

*******While viewing open cases on an interactive dashboard in the integrated service hub, your manager informs you that there is a recall on a new product. The cases associated to the new product must not affect the customer support agreement and must be moved to a queue named Recall Queue for processing. You discover that a case regarding the recalled product is assigned to you. You need to manage the case based on guidelines provided by the manager. What are two possible actions that achieve the goal? (Choose two.) ``` A. Merge B. Assign C. Apply Routing Rule D. Do not decrement entitlement terms E. Add to Queue ```

B. Assign | C. Apply Routing Rule

*****Your company has a Dynamics CRM organization that has the following characteristics: - The organization has 1,000 active users. - The users access CRM by using the web client and mobile devices. - Managers are responsible for updating all of the account records. - All of the users are responsible for creating and updating case records. The company is evaluating whether to implement Unified Service Desk. You need to identify the characteristic of the company that will prevent the successful use of Unified Service Desk. What should you identify? A. Managers are responsible for updating alt of the account records. B. The users access CRM by using the web client and mobile devices. C. The company has 1,000 active users. D. All of the users are responsible for creating and updating case records.

C. The company has 1,000 active users.

You are managing business closures in Dynamics CRM. You configure business closure days for your company. You have 50 managers who belong to a resource group named Managers. You need to ensure that the managers can be scheduled for activities anytime, including during the business closure days. All other resources must be prevented from being scheduled on the business closure days. What should you configure? A. the user records B. the closure for the CRM organization C. the selection rules D. the record for the Managers resource group

B. the closure for the CRM organization

*****You need to create a dashboard for the interactive priority, incident type, and resolution trend. Which type of dashboard should you create? A. tier one B. multi-stream C. single-stream D. system

C. single-stream

*******You need to build a single-stream interactive dashboard in the interactive service hub. You are planning the layout of the dashboard. What are two possible components that can you include on the dashboard? (Choose two.) A. queues B. web resources C. knowledge articles D. iFrames

A. queues | B. web resources

You configure a service schedule. You need to identify which processes can be automated as part of the service schedule. Which two processes should you identify? (Choose two.) A. showing all of the resources that are qualified, regardless of their availability B. rotating vacation schedules for the resources C. scheduling resources around planned meal breaks D. showing all of the resources that are available and qualified

A. showing all of the resources that are qualified, regardless of their availability B. rotating vacation schedules for the resources

Your company has service technicians who are sent to customer sites. Depending on the requirements of the customer, the service technicians might need to bring specific equipment. You have a customer who requests a service technician named Tech1. When you attempt to schedule the service appointment, you discover that Tech1 is an unavailable resource. Tech1 can be scheduled for other service activities. You need to identify what prevents Tech1 from being available for the service appointment. Which two conditions should you identify? (Choose two.) A. the security of Tech1 B. the service preferences of the customer C. the selection rules of the service D. the resources of the resource group

A. the security of Tech1 | C. the selection rules of the service

You have a Dynamics CRM organization that has Unified Service Desk implemented. The system administrator recently made several configuration changes to Unified Service Desk from within CRM. Users report that they fail to see any of the changes in the Unified Service Desk client. The changes are visible from CRM. You need to ensure that the changes are visible from the Unified Service Desk client. What should you do? A. Reload CRM in the browser. B. Publish the changes in CRM. C. Restart the Unified Service Desk client. D. Export and import the changes.

C. Restart the Unified Service Desk client.

A user named User1 creates a new case for a customer. The case is assigned to a queue named Help Desk. A user named User2 claims the case from the queue and resolves the case. The customer reports that the issue still exists. A user named User3 reopens the case. You need to identify the current owner of the case. Who should you identify? A. The Help Desk team B. User1 C. User2 D. User3

A. The Help Desk team

You use the interactive service hub for knowledge articles. A customer service representative creates a new article. Other customer service representatives report that they fail to find the article in the interactive service hub. You need to ensure that all of the customer service representatives can find the article. What should you do? A. Send the customer service representatives the public URL for the article by email. B. Have a manager approve the article. C. Increment a major version number. D. Create the article in the Dynamics CRM knowledge base.

D. Create the article in the Dynamics CRM knowledge base.

Your team uses the interactive service hub for knowledge articles. You are responsible for quality control on new and updated knowledge articles. You receive an article to review that is incomplete. You need to request that the author of the knowledge article complete the article, while ensuring that the article is inaccessible to other users. What should you do first? A. Set the version number to a minor version. B. Deactivate the knowledge article. C. Reject the knowledge article. D. Change the process flow.

A. Set the version number to a minor version.

You have a queue named Support. You need to ensure that when a customer who has an active entitlement sends an email message to the Support queue, a case record is created automatically. Which three field values should you set for the new automatic record creation and update rule? (Choose three.) A. Set the queue field to your personal queue. B. Set the source type to Email. C. Select Create records for email from unknown senders. D. Select Create case if a valid entitlement exists for the customer. E. Set the queue field to Support.

B. Set the source type to Email. C. Select Create records for email from unknown senders. E. Set the queue field to Support.

You need to create a new case record in Dynamics CRM. What are three possible ways to achieve the goal? (Choose three.) ``` A. Use the import Data Wizard. B. Convert a lead. C. Convert an opportunity. D. Convert a custom activity. E. Use the Quick Create form. ```

A. Use the import Data Wizard. B. Convert a lead. E. Use the Quick Create form.

Your company has a Dynamics CRM organization. The company offers the following four support agreement levels from which customers can choose: - None - Silver - Gold - Platinum When a customer requires service, the customer sends an email message to a generic queue named Support. You need to configure the organization to meet the following requirements: - A case must be created automatically for every message sent to the Support queue by an existing customer. - If the customer has a support agreement, the case must be sent to the queue that corresponds the customer's support agreement level. And other cases must remain in the Support queue. Which two actions should you perform? (Choose two.) A. Create one routing rule set that has one rule item defined for each support agreement level. B. Create one routing rule set for each support agreement level. C. Create an automatic record creation and update rule that has the source type set to Email and the Queue field set to Support. D. Create four automatic record creation and update rules. Configure each rule to have a Source type of Email, and the Queue set to either None, Silver, Gold, or Platinum. E. Create an automatic record creation and update rule that has the source type set to Email and the Queue field left blank.

C. Create an automatic record creation and update rule that has the source type set to Email and the Queue field set to Support. D. Create four automatic record creation and update rules. Configure each rule to have a Source type of Email, and the Queue set to either None, Silver, Gold, or Platinum.

You use Dynamics CRM for knowledge base articles. You do not use the interactive service hub. You add a section to an article template. You need to identify the impact to the existing articles that use the article template. What should you identify? A. Draft articles and published articles will be updated. B. Draft articles and published articles will remain unchanged. C. Draft articles will be updated. A minor version will be created for published articles. D. Draft articles will be updated. Published articles will remain unchanged.

A. Draft articles and published articles will be updated.

You have a new deployment of Dynamics CRM. You are comparing the features between articles in the CRM knowledge base and articles in the interactive service hub. You need to identify which feature is available only for articles in the interactive service hub. What should you identify? A. Articles can contain tables and highlighted text. B. Articles can be located by performing a full-text search. C. Articles can be linked to a case. D. Policies can be enforced before articles are published.

C. Articles can be linked to a case.

You are creating a new case. You need to associate the case to a specific customer. What are two possible types of records that you can use to achieve the goal? (Choose two.) A. custom entity B. lead C. contact D. account

A. custom entity | B. lead

You have a new deployment of Dynamics CRM. The closure preferences are not configured. You create a case named Case1, and then you add a child case named Case2. You need to identify what will occur when you attempt to close Case1. What should you identify? A. Case1 will fail to close. B. The cases automatically merge, and then Case1 will close. C. Case1 and Case2 will close. D. Case1 will close and Case2 will remain open.

A. Case1 will fail to close.

You work for a company that handles large projects for customers. During a project, issues commonly arise. When there are multiple issues for a project, you need to have a master issue to which you can associate all individual issues. You must prevent the master issue from being resolved until all of the associated issues are resolved. What should you do? A. Create a subject for each project and associate each case to that subject. B. Create individual cases that are all associated to the specific customer for whom you created the project. C. Use case merging to create a master case for the project, then merge any specific cases into the master case. D. Use parent and child cases and configure the parent and child case settings.

A. Create a subject for each project and associate each case to that subject.

You have an account record named Account1 that is owned by a user named SalesUser1. You have a private queue. The queue contains customer records that require annual maintenance. A team named CSR Users manages the queue. Maintenance for the account records is performed by a user named CSR1. You need to identify who will be the owner of Account1 when the queue item for the account record is added to the queue. Who should you identify? A. the access team B. the CSR Users team C. SalesUser1 D. CSR1

B. the CSR Users team

Which of the following are true regarding searching the knowledge base? Mark all that apply. A. KB articles can be searched from within the form for and associated with both case and opportunity records B. KB articles can be searched from the Workplace and from within a case record's form C. Published and Unapproved articles appear in search results for system administrators but not for any other users D. Only KB articles with a status of Published appaear in search KB search results

B. KB articles can be searched from the Workplace and from within a case record's form D. Only KB articles with a status of Published appear in search KB search results

Which of the following is true regarding the maintenance of Knowledge Base articles? Select all that apply. A. Article templates can be deleted at any time. B. Article templates can be deleted if there are no articles based on them. C. Article templates can be deactivated at any time. D. Article templates can only be deactivated if there are no articles based on them.

B. Article templates can be deleted if there are no articles based on them. C. Article templates can be deactivated at any time.

Which of the following is true regarding the knowledge base? A. By default, all users can search the knowledge base and publish articles. B. Only Customer Service Representatives and CSR managers can access the knowledge base. C. By default, all users can search the knowledge base and only system administrators can publish articles. D. By default, all users can search the knowledge base and only users with sufficient privileges can maintain templates and publish articles.

D. By default, all users can search the knowledge base and only users with sufficient privileges can maintain templates and publish articles.

Which of the following are benefits of resource groups? A. Lets organizations create, organize and manage workforce and facilities/equipment B. Lets organizations enforce skill set standards C. Account, contact and lead records can be shared with resource groups D. Create a dynamic grouping of resources

A. Lets organizations create, organize and manage workforce and facilities/equipment

Which of the following are true of contracts and contract lines? A. A single contract can have contract lines with different allotment types. B. Contract lines can be added to active and draft contracts, but not to on hold contracts. C. When a case is resolved against an incident-based contract, a single case is deducted from the remaining allotment. D. An active contract can be copied but its contract lines cannot be copied to the new contract.

B. Contract lines can be added to active and draft contracts, but not to on hold contracts.

By default Microsoft Dynamics CRM creates a new Queue for every ___________. ``` A. Activity B. Incident C. Support Case D. Support Group E. User and Team ```

E. User and Team

Which of the following is true regarding case records? A. Case records can only be deleted if there are no open activities. B. Case records can only be canceled if there are no open activities. C. Case records can never be deleted. D. Any case record can be canceled.

B. Case records can only be canceled if there are no open activities.

``` Which two record types require a reference to the subject tree? Each answer presents part of the solution.(Choose TWO) A. Sales Attachments B. Case Resolution Activity C. Cases D. Sales Literature E. Knowledge Base articles ```

D. Sales Literature | E. Knowledge Base articles

You manage a team of five customer service agents. You need to view all of the cases that were opened during the last seven days and to view all of the open activates. What should you do? A. Create a saved view B. Perform an Advanced Find C. View the Service Activity Volume report D. Create a personal dashboard

B. Perform an Advanced Find

You have a Dynamics CRM organization that has one service level agreement (SLA) named SLA1. SLA1 is the default SLA. SLA1 is not associated to any entitlements. A user edits one of the SLA items in SLA1. You discover that SLA1 is no longer applied to cases. You need to identify the possible causes of the issue. What are two possible causes? Each correct answer presents a complete solution. A. The SLA type of SLA1 is set to Standard B. SLA1 is paused C. A default SLA is missing D. SLA1 is not activated

B. SLA1 is paused | C. A default SLA is missing

You are responsible for all of the cases created for a customer named Fourth Coffee. The cases are entered by using the customer portal. You need to ensure that any cases created for Fourth Coffee are assigned to you. What should you do? A. Create a service level agreement (SLA) item B. Create a router rule C. Update the entitlement D. Change the owner of the account

B. Create a router rule

You have an entitlement that has total terms of 15. For a customer you create three cases that are associated to the entitlement. You discover that the remaining terms is a value of 12. You need to identify what the remaining terms will be if you merge the three cases. What should you identify? A. 9 B. 11 C. 12 D. 14

D. 14