MB2-714 Customer Service in Microsoft Dynamics CRM 2016

Question 1

What is defined as interactions between a business and their customers?

Answers:

A. Resolutions
B. Posts
C. Activities
D. Records

Answer 1

C. Activities

Activities are interactions between a business and their customers that are deemed important enough to track within Microsoft Dynamics CRM and can be associated with many different kinds of records. Reference: Basic Record Types.

Question 2

Which activity can be created when the Resolve Case functionality is used in Microsoft Dynamics CRM?

Answers:

A. Case Resolution
B. Closed Case Channel
C. Customer Support
D. Queue Item

Answer 2

A. Case Resolution

Once the case is resolved, an activity type named ‘Resolution Activity’ is created. This activity is found only in the closed activities associated with the case. The Resolution Activity displays the case’s resolution as well as how much time was spent on the case. Reference: Basic Record Types.

Question 3

Which of the following terms are basic record types within the Customer Service module of Microsoft dynamics CRM? Select all that apply.

Answers:

A. Opportunities
B. Customer Records
C. Activities
D. Scheduling Module

Answer 3

B. Customer Records
C. Activities
D. Scheduling Module

The following include the basic record types within the Customer Service module of Microsoft Dynamics CRM: Customer records, cases, activities, resolution activities, knowledge base articles, entitlements, entitlement channels, service level agreements, queues, subject tree, products, goals, and the scheduling module. Opportunities are part of the Microsoft Dynamics CRM Sales module. Reference: Basic Record Types.

Question 4

Which of the following statements apply to case records?

Answers:

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 be deactivated.
D. Case records cannot be canceled.

Answer 4

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

Case records can be deleted and will delete all related activity records associated with it. Case records can only be canceled but only if there are no open activities. They cannot be deactivated, only canceled, resolved or deleted. Reference: Case Resolution Process.

Question 5

Which of the following statements apply to Business Process Flows? Select all that apply.

Answers:

A. Each stage within a Business Process Flow consists of specific tasks, actions, or steps.
B. Business Process Flows may only branch into two directions.
C. Business Process Flows cannot be edited after being first initially customized and saved.
D. The main purpose of a Business Process Flow is to help guide users through the necessary steps to complete an entire business process.

Answer 5

A. Each stage within a Business Process Flow consists of specific tasks, actions, or steps.

D. The main purpose of a Business Process Flow is to help guide users through the necessary steps to complete an entire business process.

Each stage within a Business Process Flow consists of specific tasks, actions, or steps. The main purpose of a Business Process Flow is to help guide users through the necessary steps to complete an entire business process. Business Process Flows can have multiple branches and can be easily edited after initially created. Reference: Business Process Flow.

Question 6

Which of the following apply to Case Routing Rules?

Answers:

A. Case Routing Rules contain conditions and actions.
B. Case Routing Rules do NOT allow for multiple active routing rules at a single time.
C. Case Routing Rules allow for multiple active routing rules at a single time.
D. Case Routing Rules must be manually fired.

Answer 6

A. Case Routing Rules contain conditions and actions.
B. Case Routing Rules do NOT allow for multiple active routing rules at a single time.

Case Routing Rules contain conditions and actions and can only have one active routing rules at a single time. Case Routing Rules can either be manually fired or set up to be automatic. Reference: Case Routing Rules.

Question 7

If a case is resolved, reactivated, and then resolved again, which of the following statements is true?

Answers:

A. History items for the case will include only one case resolution activity.
B. History items for the case will include two case resolution activities.
C. The single case resolution activity will have a status of canceled.
D. One case resolution activity will have a status of canceled, and another will have a status of completed.

Answer 7

B. History items for the case will include two case resolution activities.

History items for the case will include two case resolution activities. Each time a case is resolved a separate resolution activity will occur, even if it’s reactivated. That way you can track every activity involved with a case from beginning to end. Reference: Case Resolution Process.

Question 8

What is a hierarchical list of subjects an organization can use to classify service cases and other records in Microsoft Dynamics CRM is called?

Answers:

A. Knowledge Base
B. Knowledge Tree
C. Product Catalog
D. Subject Tree

Answer 8

D. Subject Tree

The subject tree is a hierarchy of subjects or categories that provides a structured approach for grouping and managing information. The Knowledge Base provides a central repository for an organization’s information and the Product Catalog houses the products or services your company sells. Reference: Search Articles.

Question 9

Which list of the below statuses are all valid status values for Knowledge Base articles?

Answers:

A. Draft, Unpublished, Deleted, and Published
B. Draft, Submitted, Published
C. Draft, Unapproved, Published
D. Draft, Unapproved, Published, Inactive

Answer 9

C. Draft, Unapproved, Published

When an article is first saved, it has a status of Draft. When a draft article is submitted for approval it has a status of Unapproved. Unapproved articles can be edited, and upon review, can either be rejected or approved. If an article is approved, its status changes to Published and it is visible to the whole organization. Reference: Create Knowledge Base Articles.

Question 10

Which of the following statements apply to the maintenance of Knowledge Base article templates? Select all that apply.

Answers:

A. Article templates can be deleted at any time.
B. Article templates can be deleted if there are no articles based on the article templates.
C. Article templates can be deactivated at any time.
D. Article templates can only be deactivated if there are no articles based on the article templates.

Answer 10

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

Article templates can be deleted if there are no articles based on the article templates and can be deactivated at any time. Reference: Create and Maintain Article Templates.

Question 11

Which types of records can be assigned to queues?

Answers:

A. Service Activities
B. Accounts
C. All record types
D. Cases

Answer 11

C. All record types

In Microsoft Dynamics CRM, all record types can be assigned to queues. They can be used to manage work items, cases, activities or other records. By default, only cases and activity records are enabled for queues. Reference: System and Personal Queues.

Question 12

Which functionality within the Queues command bar must be used to allow someone else to work on an item?

Answers:

A. Release
B. Remove
C. Reroute
D. Share

Answer 12

A. Release

Releasing an item from the queue removes the users’ name who is currently working on the record and makes that case available to be worked on by other users or teams. Queue items can also be removed from a queue at any time by a user who has sufficient security permissions. Reference: Queue Items: Release and Remove.

Question 13

When a queue is first created, what is the initial status of that queue?

Answers:

A. Draft
B. Active
C. Routed
D. Unapproved

Answer 13

B. Active

When a queue is created it has the initial status of Active. Reference: Create and Maintain Queues.

Question 14

Service Level Agreements are a way of tracking and defining what should happen after a case is what?

Answers:

A. Canceled
B. Reassigned
C. Closed
D. Opened

Answer 14

D. Opened

Service Level Agreements are a way of tracking and defining what should happen when a case is opened. It is an agreement between a vendor and a client that establishes an expectation of the timing of services that are provided by the vendor. Reference: Create Service Level Agreements.

Question 15

Which of the following options are expected levels of response for Service Level Agreements? Select all that apply.

Answers:

A. Research Time
B. First Response Time
C. Resolution Time
D. Last Response Time

Answer 15

B. First Response Time
C. Resolution Time

First Response Time and Resolution Time are expected levels of response that could involve when the client can expect the initial response to a question, problem, or request or even when they expect an issue being resolved. Reference: Create Service Level Agreements.

Question 16

Which of the following are types of Service Level Agreements? Select all that apply.

Answers:

A. Standard SLA
B. Enhanced SLA
C. Improved SLA
D. General SLA

Answer 16

A. Standard SLA
B. Enhanced SLA

Microsoft Dynamics CRM lets you create two different types of SLA’s: Standard and Enhanced. They are both similar except for the fact that enhanced SLAs have additional capabilities that the standard SLAs don’t have. Reference: Service Level Agreement Types.

Question 17

Which of the below options are allotment types available for entitlements and entitlement templates? Select all that apply.

Answers:

A. Budgeted dollar amount
B. Coverage dates
C. Number of cases
D. Amount of time

Answer 17

C. Number of cases
D. Amount of time

With entitlements, you specify the support term based on either amount of time or number of cases. Reference: Create New Entitlements.

Question 18

Which component listed cannot be associated with Entitlements?

Answers:

A. Products
B. Knowledge Base
C. Service Level Agreements
D. Accounts

Answer 18

B. Knowledge Base

In Microsoft Dynamics CRM, users have the ability to restrict entitlements based on specific conditions, such as limiting support to a specific product. You can also specify SLA’s to an entitlement record to provide different service levels to different entitlements. Reference: Apply Entitlements Cases and Associate Service Level Agreements.

Question 19

Which of the following activities do entitlement channels consists of? Select all that apply.

Answers:

A. Phone calls
B. Face to Face
C. Emails
D. Twitter

Answer 19

A. Phone calls

C. Emails
D. Twitter

Entitlement channels allows a user to define different channels that a customer can use to create a new case and also define how many terms they can use on each channel. Entitlement channels include phone support, emails, and social media such as Twitter or Facebook. Reference: Entitlement Channels.

Question 20

Which of the following statements defines Selection Rules?

Answers:

A. A Selection Rule specifies the amount of resources being utilized on a particular day.
B. A Selection Rule specifies the total amount of rules listed within the service calendar.
C. A Selection Rule specifies how users, facilities, or equipment should be combined.
D. A Selection Rule specifies how a service on the service calendar should be prioritized.

Answer 20

C. A Selection Rule specifies how users, facilities, or equipment should be combined.

A Selection Rule specifies how users, facilities, or equipment should be combined to perform a service. Selection rules can consider a combination of many factors, such as which resources can deliver a service, the schedule of required resources or whether the resources are from the same location. Reference: Selection Rules and Manage Service Activities.

Question 21

Which of the service scheduling components below are used to track information about users, tools, equipment, rooms, and vehicles?

Answers:

A. Automatic scheduling performed by workflows
B. Capacity
C. Selection rule
D. Resources

Answer 21

D. Resources

In Microsoft Dynamics CRM, resources are people (users), facilities (room or hall), and equipment. A Selection Rule specifies how users, facilities, or equipment should be combined to perform a service. Capacity is a quantified unit that the organization defines. Reference: Selection Rules and Capacity Scheduling.

Question 22

Which term listed below would be configured when an organization wants to provide the scheduling engine levels of the resources that are required and the level for these resources?

Answers:

A. Capacity
B. Work hours
C. Personal time
D. Billing rates

Answer 22

A. Capacity

Capacity would need to be configured when an organization wants to provide the scheduling engine levels of the resources that are required and the level for these resources. Capacity measures skill level and provides the ability to set capacity level and service specific limits for each service provided. Reference: Capacity Scheduling.

Question 23

Which term listed below is a tool used to slice and dice data listed on the interactive dashboards?

Answers:

A. Slicer
B. Dicer
C. Visual Filter Flyout
D. FIlter Down Flyout

Answer 23

C. Visual Filter Flyout

Interactive charts provide a visual snapshot of key metrics related to the work items and also double up as visual filters, known as the Visual Filter Flyout, which allows agents to slice and dice the data. Reference: Multi Stream Dashboards.

Question 24

Which of the following options are available when creating an interactive dashboard? Select all that apply.

Answers:

A. Multiple layouts
B. Single layout
C. Visual Filters section
D. Streams section

Answer 24

A. Multiple layouts
C. Visual Filters section
D. Streams section

Users can choose from four different layouts to build an interactive dashboard. Each type of dashboard contains different options in which to choose, each with diverse layouts, number of columns, and chart sizes. There is a Visual Filters section and a Streams section, each with their own components available. Reference: Interactive Dashboards.

Question 25

Routing or adding cases to correct queues is imperative to which process listed below?

Answers:

A. Sales to Revenue
B. Service Overview
C. Work on Cases
D. Case Resolution

Answer 25

D. Case Resolution

Routing or adding cases to the correct queues is imperative to the Case Resolution process, so that the right people can get the right cases. This is why you are able to select a case or cases directly from the dashboard and add them to a specific queue. Reference: Manage Queues and Cases from Streams.

Question 26

Which of the following components are part of the Integrated Agent Desktop within the Unified Service Desk in Microsoft Dynamics CRM? Select al that apply.

Answers:

A. Action Calls
B. Action Tabs
C. Configuration Lines
D. Session Lines

Answer 26

A. Action Calls
D. Session Lines

Action Calls are like function calls. They combine data from the session into parameters and passed to a control to do something. Session Lines are rules and definitions that display session items and are used for naming the tab representing the session, alerts, and displaying important overview data. Reference: Integrated Agent Desktop.

Question 27

What kind of framework does the Unified Service Desk have?

Answers:

A. Entity-based
B. Developer-based
C. Configuration-based
D. Session-based

Answer 27

C. Configuration-based

The Unified Service Desk provides agents with a single service interface for accessing customer information in Microsoft Dynamics CRM and uses configuration-based framework for quickly building agent applications, which in turn can also be quickly configured per your organization requirements without using code. Reference: Unified Service Desk Overview.

Question 28

Which of the following statements apply to the Unified Service Desk in Microsoft Dynamics CRM?

Answers:

A. The Unified Service Desk contains session-management capabilities.
B. The Unified Service Desk does not contain session-management capabilities.
C. The Unified Service Desk reduces operational complexity through chevron status bars.
D. The Unified Service Desk reduces operational complexity through agent scripts.

Answer 28

A. The Unified Service Desk contains session-management capabilities.
D. The Unified Service Desk reduces operational complexity through agent scripts.

The Unified Service Desk contains Session-management capabilities, where your agents can simultaneously handle multiple customer sessions and the application provides you with the ability to preserve contextual information in each session and secure access to data based on security in Microsoft Dynamics CRM. The Unified Service Desk also reduces operational complexity through agent scripts. Organizations can provide guidance to their customer service reps through standard instructions (called agent scripts). These describe what tasks to perform and how to do them, while also handling complex processes during customer interactions. Reference: Unified Service Desk Overview.

Question 29

What report is best defined as to track service cases and explain why customers are contacting support?

Answers:

A. Neglected Cases
B. Case Summary Table
C. Service Activity Volume
D. Case Resolution Overview

Answer 29

B. Case Summary Table

The Case Summary Table reports on opened and resolved cases to help lower support calls and improve product or service. This report tracks service cases and tells you why customers are contacting support. The Neglected Cases Report identifies and takes action on cases that have been neglected. The Service Activity Volume Report shows the amount and length of service activities. Reference: Work with Service Reports.

Question 30

Which of the following statements apply to Goal Management? Select all that apply.

Answers:

A. It can only be used for currency fields. Therefore, it is mainly useful for sales management.
B. A goal record must always have a goal owner.
C. Goals can only be defined for fiscal periods.
D. Goals can be defined for most record types and for both fiscal and custom periods.

Answer 30

B. A goal record must always have a goal owner.
D. Goals can be defined for most record types and for both fiscal and custom periods.

Goals can be defined for most record types and for both fiscal and custom periods. They must always have a goal owner and can be used on various field types. Reference: Create Monthly Goals for Case Records.

Question 31

Microsoft Dynamics CRM comes equipped with built-in charts. Which of the following combination of charts below are default charts within Microsoft Dynamics CRM? Select all that apply.

Answers:

A. Column chart, Bar chart, Donut chart
B. Column chart, Bar chart, Bubble chart
C. Pie chart, Funnel chart, Multi-Series chart
D. Pie chart, Funnel chart, Scatter Plot chart

Answer 31

A. Column chart, Bar chart, Donut chart
C. Pie chart, Funnel chart, Multi-Series chart

Charts provide a visual way for users to understand and put perspective on data. Microsoft Dynamics CRM provides the following chart types: Column, Bar, Area, Line, Pie, Funnel, Multi-Series charts, Comparison/Stacked, Tag, and Donut charts. Reference: Work with System Charts for Cases.

Question 32

FieldOne is a field service application that helps organizations become successful with their Field Service Management. What are some of the factors involved with Field Service Management? Select all that apply.

Answers:

A. Office Setup
B. Customer Availability
C. Field Resource
D. Current location/geography

Answer 32

B. Customer Availability
C. Field Resource
D. Current location/geography

Some of the factors of Field Service Management include: Field resource, current location, customer availability, minimize travel, job urgency, multi-day routing, team makeup, hours, parts, job duration, promised date and time window, schedule status, certifications, vacation time, and SLA’s. Reference: FieldOne Introduction.

Question 33

Which of the following tasks does the FieldOne Service Scheduling provide? Select all that apply.

Answers:

A. FieldOne has the ability to integrate phone numbers to automatically create call activities.

B. FieldOne allows users to triage calls with a case and convert it to a work order.

C. FieldOne allows customers to pay any outstanding invoices directly from their mobile device with signature capture and integrated credit card readers.

D. FieldOne displays turn-by-turn navigation when users need directions to jobs sites/customers.

Answer 33

B. FieldOne allows users to triage calls with a case and convert it to a work order.

D. FieldOne displays turn-by-turn navigation when users need directions to jobs sites/customers.

When a call comes in, users can automatically triage it with a case and convert it to a work order, where the work order form can then be defined by the type of job, such as a service call, install, or delivery. Route optimization accuracy is displayed in validated turn-by-turn directions. FieldOne does NOT have the ability to integrate phone numbers to automatically create call activities or have integrated card readers to pay invoices on-demand. However, a work flow is wrapped up with a final work order review with option to generate invoices or have the data synced to an ERP/accounting software. Reference: FieldOne Introduction.

Question 34

What FieldOne product enables state-of-the-art routing and scheduling, advanced work process automation, robust reporting and BI, while also having flexible communications capabilities?

Answers:

A. FieldOne Sky

B. FieldOne Cloud

C. FieldOne Business

D. FieldOne BI

Answer 34

A. FieldOne Sky

FieldOne Sky enables state-of-the-art routing and scheduling, advanced work process automation, robust reporting and business intelligence, while also having flexible customer and partner communications capabilities. FieldOne Blueprint is another FieldOne product but it used for unique implementation processes. Reference: FieldOne Introduction.

Question 35

When formatting surveys to capture the Voice of the Customer, which of the following are part of the default survey designer? Select all that apply.

Answers:

A. Theme Editor
B. Color Change
C. Built-in Logic
D. Drag and Drop functionality

Answer 35

A. Theme Editor
C. Built-in Logic
D. Drag and Drop functionality

The survey designer contains drag-and-drop functionality, data validation, theme editor, and built-in logic to show/hide pages or skip pages if certain answers are chosen. Reference: Distribution

Question 36

Which of the following are ways to send a Voice of the Customer survey invitation? Select all that apply.

Answers:

A. Activities
B. Email
C. Generic Survey links
D. iFrame surveys

Answer 36

B. Email
C. Generic Survey links
D. iFrame surveys

In Microsoft Dynamics CRM users have the ability to share survey invites via email, a generic survey link (that could also be used for lead capture), or by using iFrame surveys. Reference: Capturing Responses.

Question 37

Which type of survey form contains the most options when it comes to designing a survey?

Answers:

A. Mobile

B. Online

C. Laptop

D. Desktop

Answer 37

A. Mobile

There are many survey options to select from, however mobile survey forms contain a wider array of choices. For example, some of the controls for mobile clients include sliders, star ratings, website preview, etc. Reference: Distribution.

Question 38

You are a Customer Service Representative for your company. You receive a phone call from a customer about a printer not connecting to a specific computer. You know that phone call activities can be converted into case records within Microsoft Dynamics CRM, so you create a case for this customer. However, you also receive service requests through other communication portals that also need to be converted into cases. What types of records can be converted into cases? Choose all that apply.

Answers:

A. Custom Activities

B. SMS Text Messages

C. Appointments

D. Skype Calls

E. Faxes

Answer 38

A. Custom Activities

C. Appointments

E. Faxes

Module 2: There are many ways to create a new case, either through the Quick Create form, regular Case form, or by converting another record. Some activities that can be converted to a case include appointments, emails, phone calls, faxes, letters, service activities, custom activities, and tasks. You can also convert tweets (Twitter) or posts (Facebook) into cases, but only if your Microsoft Dynamics CRM is also integrated with Microsoft Social Engagement. As of now, SMS text messages and calls through Skype are not allowed to be converted into cases directly from Microsoft Dynamics CRM without other installations and/or configurations.

Question 39

You are a Customer Service Representative for your company. You have just spoken with a customer about a network outage and need to create a case in Microsoft Dynamics CRM for the issue. A few minutes later, two more customers have requested assistance regarding the same issue. Each case that has been submitted is from a different customer. What should you do?

Answers:

A. Create one case and notify all customers involved when the issue is resolved.

B. Create one parent case and two child cases.

C. Create a case, duplicate it, and adjust the customer field for the other two cases.

D. Create a case for each customer, then merge them together.

Answer 39

B. Create one parent case and two child cases.

Module 2: You can create parent and child cases when multiple customers call in about the same issue. Instead of creating a new case for each customer, you can create a parent case and then create child cases for each case related to that issue. You would not want to create only one case and notify the customers involved because that would not accurately track cases and might be a hassle for billing purposes. With Microsoft Dynamics CRM, there is no way to duplicate a case, only create new ones. You should only merge cases when the customer submitting the issues is from the same account. When merging cases, you must choose which fields to keep when syncing them together to create one case.

Question 40

You are the Customer Service Manager for your company. You have just hired some new customer service agents to help out through the busy time of year. To make it easier for the new agents, you think it would be great to create some new knowledge base articles for common questions and issues. You need to create new knowledge base articles and verify they are accessible to the new customer service agents. What should you do? Each correct answer presents part of the solution. Choose all that apply.

Answers:

A. Select an article template within Microsoft Dynamics CRM.

B. Import a Word document and save it as a knowledge base article.

C. Create a new knowledge base article complete with a title, subject, and keywords.

D. Accept the article for approval.

E. Submit the article for approval.

F. Approve the article, whereas then it would automatically be published.

G. Approve and publish the article to ensure it can be viewed by the agents.

Answer 40

A. Select an article template within Microsoft Dynamics CRM.

C. Create a new knowledge base article complete with a title, subject, and keywords.

E. Submit the article for approval.

F. Approve the article, whereas then it would automatically be published.

Module 3: All knowledge base articles must be based on an article template in order to provide structure and determine how the article is displayed. You have the ability to create new templates via rich-text editor format or use Excel/Word templates, but cannot import Word documents as articles. After selecting an article template, you can create a new knowledge base article complete with title, subject, and keywords (optional).

Question 41

You are a Customer Service Representative for your company. You just received a case where a customer is having trouble installing a program on their computer and needs assistance to complete the install. You remember reading something about installing programs when you were looking through Knowledge Base articles a while back. You navigate to the Articles section on the case form and start looking for the article. What are some methods in which you are able to search the Knowledge Base? Choose all that apply.

Answers:

A. Partial Text Search 
B. Article Number Search 
C. Category Browse 
D. Title Search 
E. Template Search 
F. Subject Browse

Answer 41

B. Article Number Search
D. Title Search
F. Subject Browse

Module 3: There are many ways in which you can search for articles within the Knowledge Base, some of which include: Full Text Search, Keyword Search, Title Search, Article Number, and Subject Browse. You cannot search for articles with a Partial Text Search, Category Browse, or Template Search. If you wanted to search for an article within a specific subject/category, you would utilize the Subject Browse.

Question 42

You are the Customer Service Manager for your company. Your company sells two different software programs, Product 1 and Product 2. These products require different skill sets and types of knowledge from your CSR’s (Customer Service Representatives). One group of CSR’s focus on Product 1 inquiries and incidents, while the other group of CSR’s focus on Product 2 inquiries and incidents. You want it so that only CSR’s with knowledge about Product 1 see cases regarding Product 1 and that only CSR’s with knowledge about Product 2 see cases regarding Product 2. How should you to solve this problem?

Answers:

A. Have each CSR create a personal view to show only filtered cases relevant to their current skill set.

B. Create a new queue for Product 1 cases and let the original queue be used for Product 2 cases. Assign each CSR to their appropriate queue.

C. Create two queues, one regarding Product 1 cases and the other regarding Product 2 cases. Have each CSR only work on cases within their appropriate queues.

D. Create two queues, one regarding cases about Product 1 and the other regarding cases about Product 2. Create an automatic case routing rule to route incoming cases into the appropriate queues.

Answer 42

D. Create two queues, one regarding cases about Product 1 and the other regarding cases about Product 2. Create an automatic case routing rule to route incoming cases into the appropriate queues.

Module 4: In order to complete this task for current cases AND incoming cases in the future, you must create two separate queues; One queue for each skill/knowledge set. After the two queues are created, you should set up an automatic case routing rule. This way all incoming cases will automatically be routed to the appropriate queue depending on which product in which they are regarding.

Question 43

You are a Customer Service Representative for your company. You and a small team monitor and resolve cases that are displayed in the general service queue. You take a case that comes in from a customer asking for assistance with customizing a new entity within their Microsoft Dynamics CRM environment. You must ensure that your team members are aware that the case is currently being looked into and no longer listed as available. What action should you take on the queue item?

Answers:

A. Release

B. Remove

C. Pick

D. Work On

Answer 43

C. Pick

Module 4: When you select and pick a case, it automatically gets assigned to you. When picking a case, you have the option to either remove it from the queue or leaving it in the queue. If you choose to leave it in the queue, the ‘Worked By’ field in the view will display your name. Releasing an item removes the users’ name who is currently working on the record and makes that case available to be worked on by others. When a user removes a queue item this does not affect the record itself, but removes the case from queue, perhaps, if it did not pertain to the service queue. In past versions of Microsoft Dynamics CRM, the ‘Pick’ button used to be referred to as the ‘Work On’ button. It does the same thing except the name of the action/button has changed.

Question 44

You are the Customer Service Manager for your company. You have received requirements for a service level agreement (SLA) from a new customer for all incoming cases. You create and save the new SLA for the customer. A few minutes later, you notice a case has already come in from that specific customer. When you open the case record, the first thing you want to do is attach the newly created SLA to the case, but when you search for it you cannot find the SLA. You need to figure out what to do in order to attach the SLA to this case. How should you solve this problem?

Answers:

A. Activate the SLA

B. Publish the SLA

C. Set it as the default SLA

D. Assign the SLA to that customer

Answer 44

A. Activate the SLA

Module 5: After you create a new SLA, whether Standard or Enhanced, you must activate it before it can be utilized. SLA’s do not need to (and cannot) be published. A user can make an SLA default if you want it to apply it to all the cases that don’t have an SLA applied through an entitlement, but it is not necessary in order to apply it to a case. You cannot directly assign specific SLA’s to customers without a workflow or other plugins involved, but can assign them to a customer’s service schedule.

Question 45

You are the Customer Service Manager for your company. A customer contacts you in regards to an issue they are having with some of their employees creating too many cases through email. They want more interaction with their clients through different social portals, rather than all through email. The customer would like for you to create a new entitlement associated with their account that forces employees to submit cases through other social portals instead. What should you do to solve this issue? Each correct answer presents part of the solution. Choose two.

Answers:

A. Set the entitlement as the Default Entitlement.

B. Add entitlement channels and terms for all other portals, apart from email.

C. Add a specific entitlement channel for email.

D. Verify the ‘Restrict based on entitlement terms’ field is set to ‘Yes’.

E. Ensure the ‘Deduct channels from total terms’ field is set to ‘Yes.

Answer 45

B. Add entitlement channels and terms for all other portals, apart from email.

D. Verify the ‘Restrict based on entitlement terms’ field is set to ‘Yes’.

Module 6: Entitlement channels are used to define various ways that a customer can use to create a new case, such as through the phone or web. In order to ensure the customer’s employees cannot submit cases via email, you must first create entitlement channels for the portals that are allowed and then verify the ‘Restrict based on entitlement terms’ field is set to ‘Yes’. This field informs us on whether case creation is restricted based on the set entitlement terms or not. An entitlement must be activated before it can be applied to a case or associated with an account, but does not need to by the default entitlement. The ‘Deduct channels from total terms’ field does not exist.

Question 46

You are the Microsoft Dynamics CRM administrator for your company. You were asked to create and configure the Microsoft Dynamics CRM Service Calendar for your organization. Once you configure the standard work days and hours that your business is open, you now need to configure the days and hours that your business will NOT be open during standard work hours. A few days that you know for sure to put in the service calendar include: Thanksgiving Day, Christmas Day, your company’s annual Open House and Summer Picnic event. How should you continue to configure the service calendar?

Answers:

A. Create a Holiday Schedule for Thanksgiving and Christmas Day, then create two business closures on your service calendar for the company events.

B. Create a separate Holiday Schedule for all four events.

C. Create four separate business closures on the service calendar for each event.

D. Navigate to the date of each event and click the ‘Observe Business Closure’ button to show your company will be closed that day.

Answer 46

A. Create a Holiday Schedule for Thanksgiving and Christmas Day, then create two business closures on your service calendar for the company events.

Module 7: To properly set up and configure a service calendar, you should have planned company events be considered ‘business closures’ while a completely separate schedule should be created for the holidays. You should create a Holiday Schedule for Thanksgiving and Christmas Day, then create two business closures on your service calendar for the company closures. You would not want to place non-holiday events on the Holiday Schedule or place annual holidays as business closures on the standard service schedule. Business closures do not have to be listed independently on each resource’s calendar, if you create a business closure it will affect all users.

Question 47

You are the Microsoft Dynamics CRM administrator for your company and are responsible for updating the Service Schedule. Next week, there will need to be a room set up for a training class with a capacity requirement of 30 people. You create a service named ‘2016 Training Class’ and now need to find suitable resources for this service. There are multiple rooms available within the ‘Conference Rooms’ resource group that has already been created and you need to ensure the room chosen for the training will be large enough to hold at least 30 people. What should you do?

Answers:

A. Browse through the ‘Conference Rooms’ resource group and sort by room capacity.

B. Click the ‘Find Available Rooms’ button when scheduling the service.

C. Create a Selection Rule for the service that draws from the ‘Conference Rooms’ resource group.

D. Create an Advanced Find query that searches the ‘Conference Rooms’ resource group for rooms with a capacity of 30 people or more.

Answer 47

C. Create a Selection Rule for the service that draws from the ‘Conference Rooms’ resource group.

Module 7: If you needed to create a service for a training class that held at least 30 people, you could simply create a Selection Rule for the service that draws from the ‘Conference Rooms’ resource group. By doing this, Microsoft Dynamics CRM will automatically sort through the conference rooms available in that resource group that have a large enough capacity for your needs. There is a ‘Find Available Times’ button on the service form when searching for resources, but no ‘Find Available Rooms’ button exists.

Question 48

You are the new Customer Service Manager for your company. You need to configure the Interactive Service Hub available within your organization’s Microsoft Dynamics CRM. One of the first things you want to do is configure a new dashboard for your Tier One customer service agents that allows them to view and act on their workload through tiles. You also want your team to be able show/hide specific charts and have the ability to quickly filter everything within the dashboard with the simple click of a button. Which specific type of dashboard should be configured to accomplish this task within the Microsoft Dynamics CRM Interactive Service Hub?

Answers:

A. Single-stream

B. Multi-stream

C. Power BI

D. Personal/Custom

Answer 48

B. Multi-stream

Module 8: The Microsoft Dynamics Interactive Service Hub comes with a multi-stream dashboard that is specifically targeted at Tier One agents. Users can view and act on their workload across multiple data streams, such as queues or views. The single-stream dashboard is designed for Tier Two Agents. It comes with a single data stream, which shows an aggregate view of the workload. The streams are similar in that they displays tiles to show data from views or queues, except the charts/tiles cannot be hidden with the quick click of a button through the single-stream dashboards. Power BI dashboards provide the ability to interact with data but not directly within the Microsoft Dynamics CRM application and must be accessed through a separate source.

Question 49

You are the Customer Service Manager and Microsoft Dynamics CRM Customizer for your company. You have been asked to update the current call center in your organization to accommodate the new technology within Microsoft Dynamics CRM. This new contact center should be able to engage and support a customer through not only phone, but also through the web, online chat and social media applications. In order for this change to occur you need to create a space where all Customer Service Representatives can work together, while also having the ability to see a 360° view of customer interactions. What application should you configure to accomplish this task?

Answers:

A. SharePoint Service Desk

B. Integrated Service Desk

C. Power BI Service Desk

D. Unified Service Desk

Answer 49

D. Unified Service Desk

Module 9: The Unified Service Desk provides agents with a single service interface for accessing customer information in Microsoft Dynamics CRM, which helps deliver faster and more accurate customer service. It brings various technologies (web, chat, social media, etc.) into a single experience. SharePoint and Power BI are separate applications that can (and often are) integrated within Microsoft Dynamics CRM, but do not contain specific ‘Service Desk’ applications. Within the Unified Service Desk application lies the Integrated Agent Desktop (not the Integrated Service Desk). This allows users to quickly aggregate customer information from different areas in CRM into an integrated desktop that provides a 360° view of the customer interactions and gives your CSR’s immediate access to critical business information.

Question 50

You are the IT Manager and Microsoft Dynamics CRM administrator for your company. You have configured a Power BI account that syncs with your Microsoft Dynamics CRM environment and created a few dynamic dashboards for the customer service team. You receive an email from the Customer Service Manager asking why he receives an error when attempting to import a list of information from a text file into his Power BI workspace. You reply to the email with instructions on how to proceed for successfully importing the file. How should he solve this problem?

Answers:

A. Convert the information into a Microsoft Word document and re-import the file.

B. Save the document to your OneDrive account and import the file from there.

C. Convert the information to an Excel document and re-import the file.

D. Import the file into Microsoft Dynamics CRM and refresh your Power BI dataset.

Answer 50

C. Convert the information to an Excel document and re-import the file.

Module 10: Power BI connects with several diverse data sources, such as Excel, CSV files, and OneDrive (Business or Personal). However, Microsoft Word and simple text documents are two types of files that are unable to be imported into Microsoft Dynamics CRM or Power BI workspaces. You can import documents from OneDrive accounts, but since the file still remains to be a simple text file, the import will fail. You can import data through a variety of other services and databases, but in order to import a file (from your computer) it must be one of the following data types: csv, xlsx, xlsm, or pbix.

Question 51

You are a Customer Service Representative (CSR) for your company. You are designing a personal dashboard to better focus only on daily activities and updates that pertains to you. You add a few lists to show active cases and recent activities but now you want to add a chart. Your company currently has a promotion where the CSR with the most resolved cases by the end of the quarter receives free game tickets. You want to create a chart that displays where you compare in the competition against other CSR’s within the service team, so you create a chart named ‘Resolved Cases by Agent’. What chart types would be suitable for this chart? Choose all that apply.

Answers:

A. Column

B. Bar

C. Line

D. Pie

E. Tag

Answer 51

A. Column

B. Bar

D. Pie

Module 10: Column and bar charts are used for showing changes in data over a span of time or for illustrating comparisons among records, such as resolved cases. Pie charts show the amount of records in one data series proportional to the total sum, so for example, from the total amount of resolved cases, you can quickly see who is taking the lead and making up the majority of the pie. Tag charts allow users to create a tag-based chart that can be used for items such as blog articles. Line charts display continuous data over time and are great for showing trends in data over a long period of time, rather than comparing data towards a goal.

Question 52

You are the Customer Service Manager for your company. The fourth quarter (Q4) for the fiscal year is quickly approaching and you have just received the new goal numbers for your team. Your customer service team needs a total of 100 resolved cases to be successful for Q4. You create a goal for the team that has a target value of 100 resolved cases. You need to ensure that all other goals you create for this team will be combined to equal the primary goal. What are some other components that need to be created in order to successfully complete this task? Choose all that apply.

Answers:

A. A separate goal for each member in your service team

B. One goal for yourself, as Manager, and one goal for the sales team

C. New goal metric

D. Custom time period

E. Rollup Fields

F. Rollup Query

Answer 52

A. A separate goal for each member in your service team
E. Rollup Fields

Module 10: In order to successfully accomplish this task, you need to create a parent/child goal. The primary goal you created will be the parent goals, while the other goals will be the child goals. Each team member should have their own individual goals that all roll up into the parent goal. Rollup fields are required to track the actual and in-progress values of a goal, which is counted toward the parent goal upon recalculation.