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Microsoft Dynamics CRM 2016 Customer Service

Question No: 11 – (Topic 1)

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.

  1. custom activity

  2. social activity

  3. case

  4. lead

  5. phone call

Answer: B,C,D

Question No: 12 – (Topic 1)

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?

  1. A case that is associated to the entitlement is deleted.

  2. A case that is associated to the entitlement is canceled.

  3. A case that is associated to the entitlement is resolved.

  4. A case is associated to the entitlement.

Answer: A

Question No: 13 – (Topic 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?

  1. The scheduling activities will be added to a queue.

  2. The scheduling activities will continue as scheduled.

  3. The scheduling activities will be scheduled automatically for the next available time.

  4. The scheduling activities will be deactivated.

Answer: D

Question No: 14 – (Topic 1)

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?

  1. Edit the Queue Item Details.

  2. Modify the owner

  3. 1 Set the Regarding field,

  4. Select the queue.

Answer: D

Question No: 15 – (Topic 1)

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?

  1. 30

  2. 80 C. 110 D. 140

Answer: C

Question No: 16 – (Topic 1)

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?

  1. Enable the entities for queues.

  2. Enable the entities for access teams.

  3. Create a system view.

  4. Create a personal view.

Answer: D

Question No: 17 – (Topic 1)

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.

  1. Create a rollup query that filters the case list based on the subject and CreatedOn fields of the case.

  2. Create a rollup query that filters the case list based on the subject field of the case.

  3. Associate the rollup query to the goal record.

  4. Change the time period of the goal record.

  5. Update the rollup field on the goal record.

Answer: C,D,E

Question No: 18 – (Topic 1)

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?

  1. Modify the properties of ArticteTemplate1.

  2. Delete ArticteTemplate1.

  3. Deactivate ArticleTemplate1

  4. Remove ArticleTemplate1 from the default solution.

Answer: A

Question No: 19 – (Topic 1)

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

  1. one per organization

  2. one per customer

  3. one per entitlement

  4. one per SLA item

Answer: D

Question No: 20 – (Topic 1)

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?

  1. From the Interactive Service Hub dashboard, add a widget

  2. CRM dashboard, export data as a dynamic worksheet.

  3. From a CRM dashboard, add a widget.

  4. From Power BI, add a service connection.

Answer: C

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