Q1. 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
Q2. 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
Q3. 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
Q4. 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 the service activity? Each correct answer presents a complete solution,
A. a user
B. a territory
C. a business unit
D. a facility
Answer: A
Q5. 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 the customer with an article from the knowledge base. What should you do?
A. From the article, click Email a Link.
B. From the article, click Share.
C. From the article, click Copy a link.
D. Create an email and click Insert Article.
Answer: A
Q6. 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
Q7. 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 delivery vans.
You need to ensure that you maximize the use of each delivery van. while performing as many dciivenes as possible.
What should you configure?
A. a selection rule as Least Busy
B. the available capacity of the service scheduling rule
C. the van work hours as non-overlapping
D. a selection rule as Most Busy
Answer: D
Q8. 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
Q9. 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?
A. A message that the appointments outside of work hours will appear, and the resource will t>e removed automatically from the appointment when you save the appointment.
B. The appointment will be saved successfully and the manager of the resource will receive a notification by email.
C. A message that the appointment is outside of work hours will appear, and you will be prompted to edit the work hours of the resource.
D. A message that the appointment is outside of work hours will appear, and you will be able to save the appointment.
Answer: D
Q10. 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