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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.
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.
You plan to use the automatic record creation and update rules to create new records automata* 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? Each correct answer presents a complete solution.
A. custom activity
B. social activity
E. phone call
You need to find a specific knowledge article.
What are three possible search types that can be used to achieve the goal? Each correct answer presents a complete solution.
E. article number
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?
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? Each correct answer presents a complete solution.
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
You have a goal for a customer service representative that includes all of the representative s 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? Each correct answer presents part of the solution.
A. Create a rollup query that filters the case list based on the subject and Created On fields of the case.
B. Create a roll up 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.
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.
You need to identify which actions are available in an enhanced service level agreement (SLA). What are two possible actions that you can identify? Each correct answer presents a complete solution.
A. assigning records
B. sending email
C. prompt and response
D. on-demand workflow
You have a queue that contains 100 items.
You need to delete the queue.
What are two possible ways to achieve the goal? Each correct answer presents a complete solution.
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.
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?
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
Your customer service agents use two custom entities named Entity 1 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.
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
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.
A. product families
C. price lists
D. unit groups
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