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Q11. 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
Answer: C,D
Q12. 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?
A. the cases that use the article and the number of views per case
B. the customer service representatives who viewed the article and the number of views per case
C. a helpfulness rating for the article and the cases that use the article
D. a helpfulness rating for the article and the customer service representatives who viewed the article.
Answer: C
Q13. 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?
A. Modify the properties of ArticteTemplate1.
B. Delete ArticteTemplate1.
C. Deactivate ArticleTemplate1
D. Remove ArticleTemplate1 from the default solution.
Answer: A
Q14. 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?
A. You will be able to resolve the case. All open activities will remain open.
B. You will be able to resolve the case. All open activities will be completed.
C. You will be prevented from resolving the case.
D. You will be able to resolve the case. All open activities will be canceled.
Answer: A
Q15. 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?
A. Microsoft Exchange Online
B. a Microsoft Office 365 subscription
C. Microsoft OneDrive for Business
D. a Microsoft Azure subscription
Answer: A
Q16. 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?
A. JThe SLA can be paused-
B. The status can be tracked directly from the case form.
C. Actions can be triggered based on specific success catena.
D. The failure time is tracked.
Answer: D
Q17. 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.
A. forms
B. action calls
C. scriptlets
D. Window navigation rules
Answer: A,B
Q18. 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?
A. A case that is associated to the entitlement is deleted.
B. A case that is associated to the entitlement is canceled.
C. A case that is associated to the entitlement is resolved.
D. A case is associated to the entitlement.
Answer: A
Q19. 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.
Answer: B,C
Q20. 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?
A. personal
B. shared
C. escalation
D. public
Answer: A