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MB2-714-Service

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Service
Roberto López
Quiz by Roberto López, updated more than 1 year ago
Roberto López
Created by Roberto López about 7 years ago
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Resource summary

Question 1

Question
89 - 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? Each correct answer presents a complete solution.
Answer
  • Automatically generate survey questions based on CRM data.
  • Place completed surveys on a marketing list.
  • Compare survey results to CRM data.
  • Pipe customer-specific data from CRM to personalize the surveys.

Question 2

Question
88 - 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? Each correct answer presents a complete solution.
Answer
  • Queues
  • Web Resources
  • Knowledge Articles
  • iFrames

Question 3

Question
87 - 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?
Answer
  • Case1 will fail to close.
  • The cases automatically merge, and then Case1will close.
  • Case1 and Case2 will close.
  • Case1 will close and Case2 will remain open.

Question 4

Question
86 - 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?
Answer
  • Draft articles and published articles will be updated.
  • Draft articles and published articles will remain unchanged.
  • Draft articles will be updated. A minor version will be created for published articles.
  • Draft articles will be updated. Published articles will remain unchanged.

Question 5

Question
85 - 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?
Answer
  • Create a service level agreement (SLA) item.
  • Create a routing rule.
  • Update the entitlement.
  • Change the owner of the account.

Question 6

Question
84 - 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? Each correct answer presents part of the solution.
Answer
  • the rollup query
  • the subject
  • the time period
  • the goal metric

Question 7

Question
83 - 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?
Answer
  • Sway
  • Office Delve
  • Microsoft Power BI
  • Microsoft Intune

Question 8

Question
82 - 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? Each correct answer presents a complete solution
Answer
  • custom entity
  • lead
  • contact
  • account

Question 9

Question
81 - 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? Each correct answer presents a complete solution.
Answer
  • Merge
  • Assign
  • Apply Routing Rule
  • Do not decrement entitlement terms
  • Add to Queue

Question 10

Question
80 - You have a public queue named Queue1. You need to restrict access to Queue1 so that only four users can view the queue. What should you do first?
Answer
  • Set the queue type to Public
  • Edit the security hierarchy.
  • Set the queue type to Private.
  • Edit the routing rule.

Question 11

Question
79 - You need to create a dashboard for the interactive priority, incident type, and resolution trend. Which type of dashboard should you create?
Answer
  • tier one
  • multi-stream
  • single-stream
  • system

Question 12

Question
78 - You have an account named Account1. Account1 owns two subsidiaries named Subsidiary1 and Subsidiary2. The records in Dynamics CRM are tracked and Account1 is set as the parent account for each subsidiary. Account1 handles the billing and the accounting for each subsidiary. You need to ensure that Subsidary1 has a service contract based on the number of cases and Subsidiary2 has a service contract based on the number of hours. What should you do?
Answer
  • Apply the entitlement template for Account1.
  • Create one entitlement for each subsidiary.
  • Configure the Parent and Child case settings.
  • Edit the terms of the service level agreement (SLA).

Question 13

Question
77 - 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 What should you identify?
Answer
  • Managers are responsible for updating all of the account records.
  • The users access CRM by using the web client and mobile devices.
  • The company has 1,000 active users.
  • All of the users are responsible for creating and updating case records.

Question 14

Question
76 - 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?
Answer
  • the Schedule Assistant
  • the Schedule board
  • the visual filter
  • the Report Wizard

Question 15

Question
75 - 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?
Answer
  • Create a subject for each Project and associate each case to that subject.
  • Create individual cases that are all associated to the specific customer for whom you created the project.
  • Use case merging to create a master case for the project, then merge any specific cases into the master case.
  • Use parent and child cases and configure the Parent and Child case settings.

Question 16

Question
74 - You are viewing the Case Mix (By Priority) chart from the My Active Cases view. You need to identify what will occur when you click a section of the chart. What are two possible events that can occur? Each correct answer presents a complete solution.
Answer
  • The chart will save a copy of the new criteria as Case Mix (2).
  • The grid will show only the active cases that are contained in the section.
  • A control will appear that provides you with the ability to drill down.
  • A control will appear that provides you with the ability to apply a visual filter.

Question 17

Question
73 - Your Dynamics CRM organization has the service level agreements (SLAs) configured as shown in the following table. (image) A new case is opened for a customer named Customer1. SLA3 is applied to the case. After 20 minutes, you discover that Customer1 has an entitlement named Entitlement1, which is associated to SLA1 You add Entitlementl1to the case. After another 30 minutes, you discover that since the case involves a product named ProductA, the case must be associated to an entitlement named Entitlement2, which is associated to SLA2. You change the entitlement to Entitlement2. You need to identify how much time remains to resolve the case What should you identify?
Image:
Screen Shot 2017 04 21 At 12.04.59 (image/png)
Answer
  • three hours and 10 minutes
  • 10 minutes
  • one hour and 10 minutes
  • seven hours and 10 minutes

Question 18

Question
72 - 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?
Answer
  • Reload CRM in the browser.
  • Publish the changes in CRM.
  • Restart the Unified Service Desk client.
  • Export and import the changes.

Question 19

Question
71 - 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?
Answer
  • Send the customer service representatives the public URL for the article by email.
  • Have a manager approve the article.
  • Increment a major version number.
  • Create the article in the Dynamics CRM knowledge base.

Question 20

Question
70 - 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.
Answer
  • The SLA type of SLA1 is set to Standard.
  • SLA1 is paused.
  • A default SLA is missing.
  • SLA1 is not activated.

Question 21

Question
69 - 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? Each correct answer presents a complete solution.
Answer
  • showing all of the resources that are qualified, regardless of their availability
  • rotating vacation schedules for the resources
  • scheduling resources around planned meal breaks
  • showing all of the resources that are available and qualified

Question 22

Question
68 - 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? Each correct answer presents part of the solution.
Answer
  • the security of Tech1
  • the service preferences of the customer
  • the selection rules of the service
  • the resources of the resource group

Question 23

Question
67 - 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?
Answer
  • Articles can contain tables and highlighted text.
  • Articles can be located by performing a full-text search.
  • Articles can be linked to a case.
  • Policies can be enforced before articles are published.

Question 24

Question
66 - You have three service level agreements (SLAs) configured as shown in the following table. (imagen) SLA1 is the default SLA. You have a customer named Contoso, Ltd. You need to ensure that SLA3 always applies to cases that are opened by Contoso. What should you do?
Image:
Screen Shot 2017 04 23 At 09.07.33 (image/png)
Answer
  • To SLA3, add an SLA item that has a Create Record action.
  • Create a routing rule.
  • Configure the default entitlement for Contoso.
  • To SLA3, add an SLA item that has an Assign Record action.

Question 25

Question
65 - You create a new entitlement that has the following configurations: • Name: Ent1 • Start date: In two weeks • End date: In two years • Allocation type: Number of cases • Total Terms: 0 • Status: Activated You need to identify the status of Ent1. What should you identify?
Answer
  • Draft
  • Canceled
  • Active
  • Expired
  • Waiting

Question 26

Question
64 - You are working on a task from a queue. You fail to finish before the end of your shift. You need to ensure that the users on the next shift can What should you do?
Answer
  • Create a new queue item.
  • Share the task with a queue.
  • Assign the task to a queue.
  • Release a queue item.

Question 27

Question
63 - 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?
Answer
  • the user records
  • the closure for the CRM organization
  • the selection rules
  • the record for the Managers resource group

Question 28

Question
62 - 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? Each correct answer presents part of the solution.
Answer
  • Set the queue field to your personal queue.
  • Set the source type to Email
  • Select Create records for email from unknown senders.
  • Select Create case if a valid entitlement exists for the customer.
  • Set the queue field to Support.

Question 29

Question
61 - 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?
Answer
  • the Help Desk team
  • User1
  • User2
  • User3

Question 30

Question
60 - You need to apply service level agreements (SLAs) to all of the cases that have a service level of Gold. If a case fails to be resolved within 30 minutes, a manager must be notified by email. If the case fails to be resolved within two hours, an executive must be notified by email. What are two possible ways to achieve the goal? Each correct answer presents a complete solution.
Answer
  • Create one SLA that has one SLA item.
  • Create two SLAs that each has two SLA items.
  • Create two SLAs that each has one SLA item.
  • Create one SLA that has two SLA items.

Question 31

Question
59 - You have the entitlements configured as shown in the following table. (imagen) You need to identify which entitlement can be renewed currently. What should you identify?
Image:
59 (image/png)
Answer
  • Ent4
  • Ent2
  • Ent3
  • Ent1

Question 32

Question
58 - You need to create a new case record in Dynamics CRM. What are three possible ways to achieve the goal? Each correct answer presents a complete solution.
Answer
  • Use the Import Data Wizard.
  • Convert a lead.
  • Convert a custom activity.
  • Use the Quick Create form.
  • Convert an opportunity.

Question 33

Question
57 - 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 CSRUsers 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?
Answer
  • the access team
  • the CSRUsers team
  • SalesUser1
  • CSR1

Question 34

Question
56 - 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?
Answer
  • FieldOne
  • Unified Service Desk
  • the interactive service hub
  • Microsoft Power BI

Question 35

Question
55 - 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. AM other cases must remain in the Support queue. Which two actions should you perform? Each correct answer presents part of the solution.
Answer
  • Create one routing rule set that has one rule item defined for each support agreement level.
  • Create one routing rule set for each support agreement level.
  • Create an automatic record creation and update rule that has the source type set to Email and the Queue field set to Support.
  • 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.
  • Create an automatic record creation and update rule that has the source type set to Email and the Queue field left blank.

Question 36

Question
54 - 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?
Answer
  • Set the version number to a minor version.
  • Deactivate the knowledge article.
  • Reject the knowledge article.
  • Change the process flow.

Question 37

Question
53 - You have the entitlements configured as shown in the following table. (imagen) You need to identify which entitlement can be set as the default entitlement for a customer. What should you identify?
Image:
53 (image/png)
Answer
  • Ent1
  • Ent2
  • Ent3
  • Ent4

Question 38

Question
52 - A user named User1 creates a personal dashboard that contains the following: • Two system charts • A personal view • A system view • An iFrame User1 shares the dashboard with a user named User2. You need to identify which additional item must be shared with User2 to ensure that User2 can view all the contents of the dashboard. Which item should you identify?
Answer
  • the system charts
  • the personal view
  • the system view
  • the iFrame

Question 39

Question
51 - 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 activities. What should you do?
Answer
  • Create a saved view.
  • Perform an Advanced Find.
  • View the Service Activity Volume report.
  • Create a personal dashboard.

Question 40

Question
50 - 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?
Answer
  • Microsoft Exchange Online
  • a Microsoft Office 365 subscription
  • Microsoft OneDrive for Business
  • a Microsoft Azure subscription

Question 41

Question
49 - 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.
Answer
  • surveys published to websites wrapped in iFrames
  • surveys published as mobile apps
  • customer-specific surveys shared by sending invitations by email
  • anonymous surveys made available through a URL
  • surveys published as web apps

Question 42

Question
48 - 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? Each correct answer presents a complete solution.
Answer
  • Chart1
  • Chart2
  • Chart3
  • Chart4

Question 43

Question
47 - You need to locate recently created records that reference Feature A . What should you do?
Answer
  • Use Advanced Find and specify *FeatureA*.
  • Use Global Search and specify “FeatureA*.
  • Use Global Search and specify FeatureA.
  • Use Advanced Find and specify FeatureA.

Question 44

Question
46 - 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? Each correct answer presents a complete solution.
Answer
  • Resource group
  • Site
  • User
  • Equipment

Question 45

Question
45 - Your company uses Dynamics CRM for case management. You need to use the heatmap in Microsoft Power BI to display customer calls by region. What should you do first?
Answer
  • From the Interactive Service Hub dashboard, add a widget
  • CRM dashboard, export data as a dynamic worksheet.
  • From a CRM dashboard, add a widget.
  • From Power BI, add a service connection.

Question 46

Question
44 - 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? Each correct answer presents a complete solution,
Answer
  • a user
  • a territory
  • a business unit
  • a facility

Question 47

Question
43 - 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? Each correct answer presents a complete solution.
Answer
  • Forms
  • Action calls
  • Scriptlets
  • Window navigation rules

Question 48

Question
42 - 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? Each correct answer presents a complete solution.
Answer
  • Phone call
  • Email
  • Case
  • Queue Item

Question 49

Question
41 - 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 ArticleTemplate 1 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?
Answer
  • Modify the properties of ArticteTemplate1.
  • Delete ArticteTemplate1.
  • Deactivate ArticleTemplate1
  • Remove ArticleTemplate1 from the default solution.

Question 50

Question
40 - 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?
Answer
  • 9
  • 11
  • 12
  • 14

Question 51

Question
39 - 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?
Answer
  • the cases that use the article and the number of views per case
  • the customer service representatives who viewed the article and the number of views per case
  • a helpfulness rating for the article and the cases that use the article
  • a helpfulness rating for the article and the customer service representatives who viewed the article.

Question 52

Question
38 - 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?
Answer
  • a hosted control
  • a computer telephony integration (CTI) adapter
  • an event
  • an entity search

Question 53

Question
37 - 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.
Answer
  • custom activity
  • social activity
  • case
  • lead
  • phone call

Question 54

Question
36 - You need to identify how many default service level agreements (SLAs) you can have in a Dynamics CRM organization. What should you identify?
Answer
  • one per organization
  • one per customer
  • one per entitlement
  • one per SLA item

Question 55

Question
35 - 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?
Answer
  • Edit the Queue Item Details.
  • Modify the owner
  • 1 Set the Regarding field
  • Select the queue.

Question 56

Question
34 - Your company has a Dynamics CRM organization that uses FieldOne. A customer calls your companys 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?
Answer
  • Launch the Schedule Assistant.
  • Notify the technician to verify his job queue.
  • Resolve the case.
  • Convert the case to a work order.

Question 57

Question
33 - 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?
Answer
  • Routing rules
  • Entitlements
  • Service level agreements (SLAs)
  • Parent-child inheritance rules

Question 58

Question
32 - 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?
Answer
  • You will be able to resolve the case. All open activities will remain open.
  • You will be able to resolve the case. All open activities will be completed.
  • You will be prevented from resolving the case.
  • You will be able to resolve the case. All open activities will be canceled.

Question 59

Question
31 - You need to see all of the cases that were canceled. What should you do?
Answer
  • Export all of the queue items to a Microsoft Excel file.
  • Perform a Global Search and save a personal view.
  • Perform an Advanced Find and save a personal view.
  • Review the Audit log.

Question 60

Question
30 - 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?
Answer
  • Enable the entities for queues.
  • Enable the entities for access teams.
  • Create a system view.
  • Create a personal view.

Question 61

Question
29 - 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?
Answer
  • 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.
  • The appointment will be saved successfully and the manager of the resource will receive a notification by email.
  • 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.
  • A message that the appointment is outside of work hours will appear, and you will be able to save the appointment.

Question 62

Question
28 - 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.
Answer
  • assigning records
  • sending email
  • prompt and response
  • on-demand workflow

Question 63

Question
27 - 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?
Answer
  • reduces the number of service calls
  • reduces the use of social technology
  • reduces the use of web portals and mobile apps
  • reduces the fuel costs of the service calls

Question 64

Question
26 - 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?
Answer
  • the Interactive Service Hub
  • FieldOne
  • Microsoft Parature
  • Unified Service Desk

Question 65

Question
25 - 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.
Answer
  • Topic
  • Full-text
  • Keyword
  • Attachment
  • Article number

Question 66

Question
24 - 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?
Answer
  • a selection rule
  • a resource group
  • a service level agreement (SLA)
  • a field security profile

Question 67

Question
23 - 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 decisiveness as possible. What should you configure?
Answer
  • a selection rule as Least Busy
  • the available capacity of the service scheduling rule
  • the van work hours as non-overlapping
  • a selection rule as Most Busy

Question 68

Question
22 - 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?
Answer
  • Personal
  • Shared
  • Escalation
  • Public

Question 69

Question
21 - 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? Each correct answer presents a complete solution.
Answer
  • Activity Feeds
  • System Administrator
  • System Customizer
  • Customer Service Manager

Question 70

Question
20 - You need to create a new case in Dynamics CRM. Which two fields are required to create the new case manually? Each correct answer presents part of the solution.
Answer
  • Subject
  • Product
  • Case Title
  • Origin
  • Customer

Question 71

Question
19 - You plan to create an entitlement template. You need to identify which types of records can be associated to the template. What are two possible record types that you can associate to the template? Each correct answer presents a complete solution.
Answer
  • Contacts
  • Service Level Agreement (SLA)
  • Account
  • Products

Question 72

Question
18 - 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?
Answer
  • A case that is associated to the entitlement is deleted.
  • A case that is associated to the entitlement is canceled.
  • A case that is associated to the entitlement is resolved.
  • A case is associated to the entitlement.

Question 73

Question
17 - 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?
Answer
  • Microsoft Parature
  • the Engagement Hub
  • the Interactive Service Hub
  • the Integrated Desktop Agent

Question 74

Question
16 - 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?
Answer
  • From the article, click Email a Link.
  • From the article, click Share.
  • From the article, click Copy a link.
  • Create an email and click Insert Article.

Question 75

Question
15 - 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?
Answer
  • An automatic notification is sent to the manager of the user who placed the case on hold.
  • An automatic notification is sent to the customer who initiated the case.
  • The time calculations for the Key Performance Indicators (KPIs) are paused.
  • Users are prevented from editing the case record until the On Hold status changes.

Question 76

Question
14 - 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? Each correct answer presents a complete solution.
Answer
  • an automated phone call
  • an email message
  • Windows 10 toast
  • a text message
  • a web browser pop-up

Question 77

Question
13 - 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?
Answer
  • Perform an Advanced Find.
  • Perform a Global Search.
  • Apply a hierarchal view.
  • Apply a global filter.

Question 78

Question
12 - 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? Each correct answer presents a complete solution.
Answer
  • when multiple cases are selected and Apply Routing Rule is clicked.
  • when a new case is created by using an Automatic Record Creation Rule.
  • when the record is assigned to a new user.
  • when Save & Route is clicked from within a record.
  • when a new case is created manually and Save is clicked from within the case.

Question 79

Question
11 - 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 case s 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 case s 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?
Answer
  • 30
  • 80
  • 110
  • 140

Question 80

Question
10 - 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.
Answer
  • Reassign the items in the queue, and then delete the queue.
  • Cancel the items in the queue, and then delete the queue.
  • Set the queue type to Public deactivate the queue, and then delete the queue.
  • Set the queue type to Private, deactivate the queue, and then delete the queue.

Question 81

Question
9 - You have a goal for a customer service representative that includes all of the representatives 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.
Answer
  • Create a rollup query that filters the case list based on the subject and CreatedOn fields of the case.
  • Create a rollup query that filters the case list based on the subject field of the case.
  • Associate the rollup query to the goal record.
  • Change the time period of the goal record.
  • Update the rollup field on the goal record.

Question 82

Question
8 - 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?
Answer
  • Create a knowledge article.
  • Create a solution file.
  • Assign the case to a team that includes all of the users
  • Share the case with all of the users.

Question 83

Question
7 - 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? Each correct answer presents a complete solution.
Answer
  • when a case that is attached to the entitlement is resolved
  • when the entitlement is attached to a new contact
  • when a case that is attached to the entitlement is deleted
  • when the entitlement is attached to a new case

Question 84

Question
6 - 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?
Answer
  • 1
  • 2
  • 3
  • 4

Question 85

Question
5 - You work for a hosting company. One of the data centers expenences 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?
Answer
  • Merge all of the parent cases into one case, and then delete the child cases.
  • For each customer, merge all of the child cases for each parent case, and them merge all of the parent cases.
  • Export the cases, update the cases, and then reimport the cases.
  • Merge all of the child cases into one case, and then delete the parent cases.

Question 86

Question
4 - 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?
Answer
  • Add an activity.
  • Synchronize to Microsoft Outlook.
  • Resolve a case.
  • Export to Microsoft Excel.

Question 87

Question
3 - 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?
Answer
  • The SLA can be paused.
  • The status can be tracked directly from the case form.
  • Actions can be triggered based on specific success catena.
  • The failure time is tracked.

Question 88

Question
2 - 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?
Answer
  • Change the Decrease Remaining On setting.
  • Add entitlement channels that have a total term of 0.
  • Create a routing rule.
  • Set the default entitlement.

Question 89

Question
1- 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?
Answer
  • The scheduling activities will be added to a queue.
  • The scheduling activities will continue as scheduled.
  • The scheduling activities will be scheduled automatically for the next available time.
  • The scheduling activities will be deactivated.
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