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Q1. 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?

A. Create a knowledge article.

B. Create a solution file.

C. Assign the case to a team that includes all of the users

D. Share the case with all of the users.

Answer: A


Q2. 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?

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

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

C. From a CRM dashboard, add a widget.

D. From Power BI, add a service connection.

Answer: C


Q3. 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.

Answer: D


Q4. 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.

A. an automated phone call

B. an email message

C. Windows 10 toast

D. a text message

E. a web browser pop-up

Answer: A,B


Q5. 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.

A. Subject

B. Product

C. Case Title

D. Origin

E. Customer

Answer: B,E


Q6. 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.

A. Activity Feeds

B. System Administrator

C. System Customizer

D. Customer Service Manager

Answer: C


Q7. 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?

A. 1

B. 2

C. 3

D. 4

Answer: C


Q8. 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?

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

B. The scheduling activities will continue as scheduled.

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

D. The scheduling activities will be deactivated.

Answer: D


Q9. 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?

A. Add an activity.

B. Synchronize to Microsoft Outlook.

C. Resolve a case.

D. Export to Microsoft Excel.

Answer: C


Q10. 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?

A. Merge all of the parent cases into one case, and then delete the child cases.

B. For each customer, merge all of the child cases for each parent case, and them merge

all of the parent cases.

C. Export the cases, update the cases, and then reimport the cases.

D. 1 Merge all of the child cases into one case, and then delete the parent cases.

Answer: D