Q1. 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
Q2. 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 named ProductB.
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 Products.
What should you use?
A. routing rules
B. entitlements
C. service level agreements (SLAs)
D. parent-child inheritance rules
Answer: B
Q3. You plan to create a service activity.
You need to identify which types of participant can have defined work hours. Which two participant types should you identify?
Each correct answer presents a complete solution.
A. resource group
B. site
C. user
D. equipment
Answer: B,C
Q4. 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 cases and to move them to one queue. What should you do first?
A. Perform an Advanced Find.
B. Perform a Global Search.
C. Apply a hierarchal view.
D. Apply a global filter.
Answer: D
Q5. 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
Q6. 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
Q7. 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 to a case.
Which three scenarios should you Identify? Each correct answer presents a complete solution.
A. when multiple cases are selected and Apply Routing Rule is clicked.
B. when a new case is created by using an Automatic Record Creation Rule.
C. when the record is assigned to a new user.
D. when Save 8l Route is clicked from within a record.
E. when a new case is created manually and Save is clicked from within the case.
Answer: A,B,D
Q8. 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
Q9. 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
Q10. 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