You have two similar cases. One case is named Case1 and the other is named Case2 Each case has a different parent case. You attempt to merge Case1 into Case2. What is the result to the merge process?
Case1 is merged into Case2 Activities and notes are combined under Case2.
The cases will not merge. Both cases will become child cases of the parent for Case2
The cases will not merge. Each case will remain parented to their original records.
Case1 is merged into Case2 Activities and notes are combined under Case1.
You are a customer service agent that uses Unified Service Desk (USD). You search for a customer. You select a customer record from the search results and open the customer record. How many sessions are created?
0
1
2
3
You are working with the Field Service mobile app in online mode. Which two statements regarding data synchronization are true? Each correct
The user can choose when data synchronization occurs.
Data continuously synchronizes with the server.
You do not need to manually synchronize your device.
Information is downloaded to your device.
You manage a Microsoft Dynamics 365 deployment for Contoso, Ltd. You need to provide users the URL to their Microsoft Dynamics 365 Online interactive service hub. What is the URL format for the Microsoft Dynamics 365 Online interactive service hub?
https://www.microsoht.com/en-US/crynamics/crm-custo-customer-center/interactive- service -hub-user-s-guide.aspx#bkmk_Access
https://contoso.crm.dynamics.com/XRMServices/2011/Discovery.svc
https://contoso.crm.dynamics.com/engagementhub.aspx
https://contoso.crm.dynamics.com/main.aspx
You are deploying a Unified Service Desk (USD) application. For which three scenarios can you attach an action call? Each correct answer presents a complete solution.
A window navigation rule is processed
Client diagnostic logging is turned on
A threshold is reached in a Microsoft Power BI report
An agent script is run or an answer is clicked
A toolbar button is clicked
You configure an organization to use entitlements. No customization has been applied. You need to associate an entitlement with a case record. Which option is displayed in the entitlement lookup field on the case record?
only active entitlements associated with the case customer
all active entitlements associated with the customer and contact
only active entitlements associated with the case contact
all entitlements associated with the customer and contact
You attempt to delete a queue in Microsoft Dynamics 365. You are not able to delete the queue. What are two possible reasons why you cannot delete the queue? Each correct answer presents a complete solution.
The queue contains a queue item
The queue has a designated email address
The queue is referenced by a routing rule
The queue has a team owner
Which queue type is created when you add a user to Dynamics 365?
System
Personal
Escalation
Shared
You are a customer service agent in a call center. AH customer service agents use Unified Service Desk (USD) to respond to calls. You need to respond to two calls from two different customers at the same time. What should you do?
Create one session for each customer
Create two sessions and use connections to create a relationship between them.
Create one session and add each customer to a separate section on the form
Create one session and add each customer to the related customer sub grid
Your organization has a custom entity. You need to ensure that the custom entity is available from the interactive service hub. Which setting for the entity should you modify?
Enable for knowledge management
Enable for mobile
Enable for interactive experience
Enable for SLA
You have a Microsoft Dynamics 365 environment You implement Field Service. A user named User1 is creating an agreement User1 attempts to set the agreement booking dates and agreement invoice dates but reports that the options are disabled. You need to resolve the issue. What should you do?
In System Settings, set the Fiscal Year End.
Set the work order duration.
Add the Customer Service Representative role to User1
Set the agreement status to Active.
Your organization's Microsoft Dynamics 365 application is configured with the default setting for parent and child case You need to resolve a parent case. Which statement is true?
All child cases are automatically resolved when you resolve a parent case.
You must resolve each child case before you can resolve the parent case.
You must merge the parent and child cases before resolving the case
You can resolve the parent and child cases independently of each other
A user selects a case from a queue and studies the queue item details for the case. Which two data points are displayed? Each correct answer presents a complete solution.
the user who owns the case
the time spent working on the case
the queue the case is related to
the user working on the case
Which of the following capabilities is only available when using enhanced SLAs?
pause an SLA
use security roles to control SLA creation
track Key Performance Indicators (KPIs)
define failure actions
You need to implement Microsoft Power BI to analyze and visualize data. Which two actions can you perform? Each correct answer presents a complete solution.
Use iframes to display content
Implement custom visualizations.
Use a file that is stored in Microsoft OneDrive as a data source.
Display the most recent version of the data always.
You need to enable the Map view for the schedule board. What should you do first?
Enable service territories
Enable the connection to Bing Maps.
Enable Custom Geolocation
Select a resource details view
What is a limitation of the Field Service mobile app?
Windows 10 phones do not support the app
You cannot work offline
GPS locations are not available
You cannot create follow-ups
You pick a case from a queue. You determine that you cannot resolve the case, and plan to release the case back to the queue. What effect does releasing the case to the queue have on record ownership?
Ownership remains unchanged
Ownership is assigned based on the current routing rule
Ownership is reverted to the previous owner
Ownership of the record is assigned to the queue owner
You implement the Unified Service Desk (USD). You plan to implement actions and replacement parameters. Which three symbols are valid replacement keys? Each correct answer presents a complete solution.
^
-
+
$
~
You deploy Unified Service Desk (USD). You configure a toolbar container hosted control. You need to ensure that the hosted control is aligned to a specific part of the screen by using the Realign Window action. Which three parameters can you configure? Each correct answer presents a complete solution.
screen
resolution
left
client type
top
You are using the knowledge base article search from the service area. Which two search options are available? Each correct answer presents a complete solution.
Language
Title
Date Created
Subject
Which two actions can you perform by using entitlement channels? Each correct answer presents a complete solution.
Specify the number of customers allowed to use each channel
Restrict users from creating cases by using specified channels
Restrict the number of child cases allowed for each parent case with a specified channel.
Specify the number of cases allowed for each channel.
You create and activate an entitlement for a customer. The entitlement is set to decrease allotment on case creation. The customer opens a case and you observe that the issue is caused by a bug on the software. You need to ensure the customer allotment is not affected by this case. What should you do?
Delete the case.
Cancel the case
Use the Do Not Decrement Entitlement Terms action
Use the Apply Routing Rule action
You are creating a new survey with the Voice of the Customer Survey designer. Which two statements regarding the Voice of the Customer Survey designer are true? Each correct answer presents a complete solution
The Complete page must always display last
The Welcome page must always display first
Surveys can have up to three pages
Surveys can contain unlimited questions
You implement the Unified Service Desk (USD). You plan to implement a window navigation rule. Which two statements are true? Each answer represents a complete solution.
You must populate the form and entity or URL fields for specific rules
Rules are evaluated based on the order number
You must use the display name to reference the entity in the rule
You must configure default rules so that they are evaluated first
You need to merge eight similar cases. Which of the following statements is true?
You can merge all eight cases at the same time
You can only merge the cases if a parent/child relationship exists between the cases
You can only merge two cases at a time
You can only merge the cases if all related activities are closed
Which two statements regarding Microsoft Power BI dashboards are true? Each correct answer presents a complete solution.
Visualizations can display up to 5,000 records
You can use Microsoft One Drive for Business as a data connection
You can examine data by using natural language capabilities
You can add up to six visualizations
Your organization plans to use Voice of the Customer to send surveys to select groups of customers. You need to customize branding colors and logos for the surveys. What should you do?
Modify Voice of the Customer survey themes
Configure system settings
Modify Microsoft Dynamics 365 themes
Update Voice of the Customer piped data
You have a Microsoft Dynamics 365 environment and you are using Unified Service Desk (USD) in a call center scenario. Users must be able to ask their customers questions that will trigger defined follow on actions. You need to provide users with guidance for their customer interactions. What should you use?
agent scripts
knowledge management
CRM dialogs
CRM workflows
You manage a Microsoft Dynamics 365 deployment You need to enable editable grids for an entity. What should you do?
Customize the entity.
Use the System Customizer tool
Configure the Microsoft Dynamics CRM for Outlook add-in.
Modify the system settings
You use the interactive service hub for your daily work. You identify a knowledge base article that can assist with an open case for a customer. You need to send the article to the customer. What should you do?
Create a new email record and set the regarding object to the knowledge base article
Use Microsoft Skype for Business to send a link to the customer
Send a link to the customer by using Email a link
Search the knowledge base from within the case, and use the Link Article and Email Content option
You have a Microsoft Dynamics 365 environment. You implement Field Service and create a Field Service Agreement for a specific account Where should you define the preferred resource?
Schedule Board Setting
Booking Setup
Field Service Settings
Scheduler Field Service slot text template
Your organization uses enhanced service level agreements (SLA's). You need to create a view that displays the SLA failure and succeeded time for data related to a case. Which entity should you use to select the fields?
SLA
enhanced SLA C
SLA KPI Instance
SLA Item
You implement the Unified Service Desk (USD). Which three of the following objects are events? Each correct answer presents a complete solution
Realignwindow
BrowserDocumentComplete
DesktopReady
SessionClosing
FireEvent
You create and activate an entitlement. The start and end dates for the entitlement are in the future. What is the status of the entitlement?
Not started
On Hold
Pending
Waiting
You are creating an interactive service hub dashboard. You need to control the display color for data embedded in the chart Which two field types should you configure? Each correct answer presents a complete solution.
Floating Point Number
Two Options
Decimal
Currency
Option Set
You need to install and configure the Unified Service Desk (USD) client What should you do?
Import the USD client as a solution
You must manually install the client
Deploy the USD client from the Microsoft Dynamics 365 server
Enable the USD client from System Settings.
You create a service-level agreement (SLA). For which two of the following key performance indicators (KPIs) can you create actions? Each correct answer presents a complete solution
Escalate By
Resolve By
First Response By
Close By
What are three functions of the Unified Service Desk (USD) Global Manager hosted control? Each correct answer presents a complete solution.
Provide process flows to respond to agent request for help.
Manage data for the session
Interpret window navigation rules
Provide escalation alerts to manage agents who need help
Provide data to the toolbar components and agent scripts
You assign a case to a user named User A. User A is not available to work on the case. The customer service manager moves the case to the queue for User B . Which of the following statements is true?
User A still owns the case, but the case is located in the queue for UserB .
The customer service manager now owns the case.
User B now owns the case
The case is not moved to the queue for User B until User A approves the move.
You implement the Unified Service Desk (USD). Which three statements regarding the debugger are true? Each correct answer presents a complete solution
The debugger allows you to review data parameters from static log files.
The debugger allows you to review real-time data parameters.
The debugger allows you to review action calls from static log files
The debugger is a USD hosted control
The debugger allows you to review real-time action calls.
The debugger is a standalone tool.
You have a Microsoft Dynamics 365 environment You implement Field Service. You need to check the work order instructions in the Field Service mobile app. Which tab on the work order contains instructions?
Incidents
Other
Info
Booking
You need to change the warehouse location for product inventory. What should you do?
Create a new Product Relationship record
Create a new Warehouse record
Create a new Inventory Transfer record
Create a new Inventory Adjustment record
Which statement defines a User Interface Integration (UH) action?
the data sent to the action
the signature of the action to be performed
the action to be performed
the trigger for an action
What are two examples of entitlement allotment options? Each correct answer presents a complete solution.
Number of Channels
Number of Products
Number of Cases
Number of Hours
You are creating a new knowledge base article about a known product defect After publishing the article, you discover an inaccuracy. You need to correct the issue while maintaining a traceable history of what was published. What should you do?
Use the update article option
Revert the article to draft status, fix the error, and then republish the article.
Delete and recreate the article.
Publish a minor revision to the article.
You need to create a goal record. For which three fields must you enter data? Each correct answer presents a complete solution.
Time Period
Actual Value
Owner
Metric Type
Goal Metric
You use the Field Service application. You need to track users and equipment that are available for scheduling. Which resource type should you use?
Bookable Resource
Warehouse Resource
Resource Group
Web Resource
You plan to combine two cases by using the merge case process. Which option can you specify?
Set a parent case
Assign the case owner
Select which case to merge into another case.
Indicate which fields should be set as the master field from each case record
You plan to deploy Unified Service Desk (USD). You need to install all USD components and verify the installation. Which three actions should you perform? Each correct answer presents part of the solution
Deploy USD packages to the Microsoft Dynamics 365 instance
Install the USD client on a development computer
Run the USD client and connect to the Microsoft Dynamics 365
In the USD application, configure client diagnostic logging
Install computer telephony integration (CTI) adapters
You enable feedback for a Voice of the Customer survey. What is the total number of questions allowed for the survey?
30
40
100
250
The time period for a goal was not set correctly. You need to ensure that a user can correct the goal. What should you do?
Change the manager for the goal.
Add a new goal metric
Add a child goal with the correct time period that is owned by the user
Add a parent goal with the correct time period that is owned by the user
Which three statements regarding Voice of The Customer are true. Each correct answer presents a complete solution.
The survey definition is stored in Microsoft Azure. The survey response is temporarily stored in Azure Service Bus then later retrieved and stored in Microsoft Dynamics 365. Survey responses are deleted from Azure Service Bus after they are stored in Microsoft Dynamics 365.
Collateral, such as themes and images, can be stored as web resources and included in solutions.
Surveys can be included in solutions
Each new environment requires the creation of configuration records
Each survey contains three forms.
You implement the Unified Service Desk (USD). Which two statements are true when creating a hosted control?
Fields that display on a form vary depending on the hosted control type
You can set a default action for the control.
There are five total hosted control types available
The owner for the hosted control cannot be changed.
What are Field Service Agreements?
frameworks for automatically generating work orders and invoices
methods to help users verify what the customers are eligible for and create cases for customers
methods to allow users to organize, prioritize, and monitor the progress of their work
deflations for the level of service or support that your organization agrees to offer to a customer
You plan to create surveys for a multinational company that manages hotels. You must create a unique survey for each hotel location. Which statement is true?
You can capture up to 10,000 survey responses per day
You can store unlimited survey responses over time
You can publish a maximum of 200 surveys
All surveys must use the same theme
Which two statements regarding the Unified Service Desk (USD) debugger are true? Each correct answer presents a complete solution
Yellow highlights are used to indicate a warning regarding an action call
Red highlights are used to indicate the failure of an event
You can view a replacement parameter list.
You can run an action call on demand
You have access to the desktop version of Microsoft Excel and Excel Online. You need to perform a bulk update of data for 225 contacts. What are two ways to achieve the goal? Each correct answer presents a complete solution.
Open the data in Excel Online, make updates, and then save changes to Microsoft Dynamics 365
Export data as a dynamic pivot table, make updates, and then save changes to Microsoft Dynamics 365
Export the data as a static worksheet make updates, and then save changes to Microsoft Dynamics 365
Export the data as a static worksheet, make updates, and then import the data back into Microsoft Dynamics 365.
What are the states a knowledge base article can be in?
Active. Approved, Draft, Inactive, or Scheduled
Active or Inactive
Approved, Archived, Discarded, Draft. Expired, or Scheduled
Approved, Cancelled. Draft Expired. On Hold, or Scheduled
A company plans to send out customer surveys. When a customer responds that they are not likely to recommend the company to a colleague, you need to display another question to gather additional information. You need to configure the environment. What should you do?
Modify piped data.
Use a response routing rule.
Add a business rule
Create an action rule
You use the automatic creation and update rule feature to create case records automatically. Which three source record types are available for automatically creating a case? Each correct answer presents a complete solution.
social activity
mailbox alert
survey activity
auto post
booking alert
You create a service level agreement (SLA) that wilt fail after seven days. You select a service calendar that uses 24-hour work days and no holidays. Saturday and Sunday are configured to be non-working days. If no action is taken, how many calendar days can pass before the SLA fails?
5 days
7 days
9 days
11 days
Which two statements regarding standard service-level agreements (SLAs) are true? Each correct answer presents a complete solution.
Standard SLAs record failure time on the entity record itself.
You can create SLAs for entities other than the Case entity
You can only pause enhanced SLAs
You must use an enhanced SLA to define multiple success criteria
You release an item from a queue. What is the outcome?
The current routing rule is applied.
The value from the Worked By field is removed
The record is returned to the originating queue
The record is removed from the current queue and placed in the user's personal queue.
You create a queue and assign it to a team. Which type of queue is created?
You have a Microsoft Dynamics 365 environment that has no customization*. You are working in the interactive service hub with a single-stream dashboard for cases. Which option can you use to filter cases?
Business process stage
Product
Category
You are creating a new single-stream dashboard. You plan to filter the dashboard based on cases. Which two components can you add to the dashboard? Each correct answer presents a complete solution.
a tile that shows the count of open activities
a stream that contains a public queue of cases
a chart based on open activities
a stream that shows a view of open activities
Which two statements regarding case routing are true? Each correct answer presents a complete solution.
You can add a maximum of five routing rule items to a routing rule set
A workflow is automatically created for each routing rule
A maximum of three routing rule sets can be active at the same time
You can route or assign a case to a user, queue, or team
You use the interactive service hub to manage cases. Users report that they have difficulty finding a specific knowledge base article when they initiate a search from within a case. You need to ensure that search returns relevant results. What are two possible ways to achieve the goal? Each correct answer presents a complete solution.
Relate the article to one or more categories
Relate the article to a more relevant subject.
Update the article description
Add additional keywords.
You create an entitlement for a customer. In the channels section of the entitlements page, you add email and assign 75 percent of the allocation to email. Which of the following statements is true?
75 percent of cases created by the customer must be created by using email. Remaining cases cannot be created until another channel is added to the entitlement
25 percent of cases created by the customer must be created by using email. The remaining cases may be created with any other channel.
All cases created by the customer must be created by using email
75 percent of cases created by the customer must be created by using email. The remaining cases may be created with any other channel.
Under which two circumstances will a routing rule be applied to a case without user intervention? Each correct answer presents a complete solution
a case is created as the result of a record creation rule
a case was created before the routing rule was activated
a case is created by using a convert to case action
a case is created manually
You need to search for a specific knowledge base article by number. Which two options can you use? Each correct answer presents a complete solution.
Service Area
Relevance Search
Categorized Search
Article Template Quick Find
You have the Customer service representative security role. You apply a filter to the active case system view. You need to save the view. What should you do?
Create a personal view.
Save the filtered view
Pin the view
Use Save As and give the view a new name
You have a Microsoft Dynamics 365 environment. You implement Field Service. You need to ensure that users can interact with Field Service on a mobile device. What should you do?
Implement the Resco Mobile CRM Woodford app
Import the Field Service solution
Download the Windows Mobile Software Development Kit (SDK).
Configure the Microsoft Dynamics 365 mobile app
You create a Voice of the Customer survey. You need to configure an automatic response each time a customer completes the survey. Which feature or component should you use?
rule
piped data
linked question
Microsoft Azure Content Delivery Network (CDN)
You create a service level agreement (SLA) for cases where the case priority is critical. The SLA must display a warning after 15 minutes and fail after 30 minutes. You create a normal priority case at 16:00. You change the priority to critical at 16:15. If no action is taken, how many minutes will elapse before the SLA fails?
15 minutes
30 minutes
145 minutes
60 minutes
You have a Microsoft Dynamics 365 environment. You implement Field Service. You need to update a work order to indicate that you are traveling to the client Which field in the Field Service mobile app should you update?
Booking Status
Start Time
Actual Arrival Time
System Status
Which three of the following are valid survey response actions?
Restart Survey
Toggle Visibility
Auto-Populate
End Survey
Chain Survey
You ship a replacement part to a customer. The customer reports that they receive the incorrect part. You need to initiate a process to return the product to the warehouse. What should you do?
Create a new return merchandise authorization (RMA) record
Create a new return to vendor (RTV) record
Create a new Agreement record
Your organization uses the interactive service hub to manage cases. You need to interact with records in a stream that displays active cases. Which two actions can you perform? Each correct answer presents a complete solution
Add to Queue
Email a Link
Send Direct Email
Do Not Decrement Entitlement Terms
A user named User1 creates a knowledge base article. No other action has been taken. User! must modify the article. You need to direct User1 to the view where the article is displayed. To which view should you direct User1?
Scheduled Articles
Unapproved Articles
Draft Articles
Inactive Articles
Which three actions can you perform by using editable grids? Each correct answer presents a complete solution.
Update a lookup field to a custom entity
Edit records by using mobile clients.
Group records by a specific column.
Update a Customer Type lookup field.
Update the value of an Owner lookup field.
You are attempting to resolve a case. For which situation will the system display a prompt before reaching the Case Resolution window?
The case has a service-level agreement (SLA) that was not met
The case has an open activity
The customer will exceed their entitlement allotment
The case has an open parent case
You install Microsoft Dynamics 365. Which three knowledge base article templates are available? Each correct answer presents a complete solution.
Solution to a Problem
Standard KB Article
Case Escalation
Coverage Dates
Procedure
Which of the following records can you convert into a case?
task
queue
lead
opportunity
Which two of the following are valid routing rule actions? Each correct answer presents part of the solution.
Cancel Case
Send Email
Assign to User/Team
Route to Queue
You need to provide quick ad-hoc analysis of data from within the Microsoft Dynamics 365 environment Which Export to Excel option should you use?
Excel Online
static worksheet
dynamic worksheet
dynamic pivot table
A customer returns a defective product You plan to ship the product back to the vendor for credit You need to initiate the return process to the vendor. Which type of record should you create?
return to vendor (RTV)
return merchandise authorization (RMA)
Inventory Adjustment
return merchandise authorization (RMA) receipt
You have a Microsoft Dynamics 365 environment You implement Field Service. You need to set up a service task type. Which three fields, components, or relationships are available when you create a new service task type? Each correct answer presents a complete solution.
Description
Notes
Field Agent
Estimated Duration
Work Order Duration
Which two security roles are created when you install the Field Service application? Each correct answer presents a complete solution.
Field Service Administrator
Field Service Dispatcher
Field Service Representative
Field Service Read Only
