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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.

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

What are three methods that you can use to distribute the surveys? Each correct answer presents a complete solution.

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

You need to deploy a technician to resolve the issue. What should you do first?

Your company has a Dynamics CRM organization that uses FieldOne. A customer calls your company’s Help Desk to report a failed device. The Help Desk technician creates a case in

You need to identify what will occur when you attempt to resolve the case. What should you identify?

You finish 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 need to ensure that you maximize the use of each delivery van while performing as many deliveries as possible. What should you configure?

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

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 ProductB. What should you use?

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

Which technology should you include in the recommendation?

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

You need to identify what occurs when the case is placed on hold. What should you identify?

You create a new case that is associated with a service level agreement (SLA). You need to identify what occurs when the case is placed on hold. What should you

You need to delete the queue. What are two possible ways to achieve the goal? Each correct answer presents a complete solution.

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.

How many minutes will the Resolve By KPI display for this case?

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

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?

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

What are three possible search types can be used to achieve the goal? Each correct answer presents a complete solution.

You need to find a specific knowledge article. What are three possible search types can be used to achieve the goal? Each correct answer presents a complete solution. A. topic

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.

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

You need to locate recently created records that reference Feature A. What should you do?

You need to locate recently created records that reference Feature A. What should you do? A. Use Advanced Find and specify “Feature A”. B. Use Global Search and specify “Feature

You need to identify what will occur to the scheduling activities that require the forklift. What should you identify?

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

You need to identify the prerequisite for the planned surveys. What should you identify?

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

What should SalesUser1 do next?

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

You need to use the heat map in Microsoft Power BI to display customer calls by region. What should you do first?

Your company uses Dynamics CRM for case management. You need to use the heat map in Microsoft Power BI to display customer calls by region. What should you do first?

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.

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

You need to ensure that all users can find the new solution. What should you do?

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

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?

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? A. a selection rule

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?

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

What are two Unified Service Desk components that you can use to achieve the goal? Each correct answer presents a complete solution.

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 pane to a

You need to identify which information can be gathered from the Analytics tab of a knowledge article. What should you identify?

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?

What are two possible resources that you can add to the service activity? Each correct answer presents a complete solution.

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

What are two possible causes that you can identify? Each correct answer presents a complete solution.

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

You need to identify a characteristic of a standard SLA. What should you identify?

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.

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?

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

You need to identify the impact to the existing articles that use the article template. What should you identify?

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

Which two actions should you perform? Each correct answer presents part of the solution.

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,

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.

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. A. Use the

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?

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

You need to identify what will occur when you attempt to close Case1. What should you identify?

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. Both

What are two possible types of records that you can use to achieve the goal? Each correct answer presents a complete solution.

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

You need to identify the current owner of the case. Who should you identify?

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

You need to ensure that all of the customer service representatives can find the article. What should you do?

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

Your team uses the Dynamics CRM knowledge base. You do not use the interactive service hub. You are working to resolve a case for a customer. You locate a helpful article within CRM. You need to associate the case and the article for future reference. What should you do?

Your team uses the Dynamics CRM knowledge base. You do not use the interactive service hub. You are working to resolve a case for a customer. You locate a helpful

You need to provide the customer with an article from the knowledge base. What should you do?

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

Which three field values should you set for the new automatic record creation and update rule? Each correct answer presents part of the solution.

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

You need to identify which feature is available only for articles in the interactive service hub. What should you identify?

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

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?

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

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?

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

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.

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

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?

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

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.

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

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?

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

You need to identify the number of entities that are used to store the survey responses. What should you identify?

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.

What should you include in the recommendation?

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

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.

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.

Which two items should be the same for the parent goal and the child goal? Each correct answer presents part of the solution.

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