NEW QUESTION NO: 30
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 is created automatically.
Which three field values should you set for the new automatic record creation and update rule? Each correct answer presents part of the solution.
A. Select Create records for email from unknown senders.
B. Select Create case if a valid entitlement exists for the customer.
C. Set the source type to Email.
D. Set the queue field to Support.
E. Set the queue field to your personal queue.
Answer: B,C,D
Explanation/Reference:
References:
https://www.microsoft.com/en-us/dynamics/crm-customer-center/automatically-create-a-case-from-an- email-customer-service.aspx

NEW QUESTION NO: 31
You need to create a dashboard for the interactive service hub. The dashboard must display an overview of cases by product, priority, incident type, and resolution trend.
Which type of dashboard should you create?
A. system
B. single-stream
C. tier one
D. multi-stream
Answer: D
Explanation/Reference:
References:
https://technet.microsoft.com/en-us/library/mt622067.aspx

NEW QUESTION NO: 32
You are working on a task from a queue.
You fail to finish before the end of your shift.
You need to ensure that the users on the next shift can continue to work on the task.
What should you do?
A. Assign the task to a queue.
B. Release a queue item.
C. Share the task with a queue.
D. Create a new queue item.
Answer: B

NEW QUESTION NO: 33
You work for a hosting company. One of the data centers experiences 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. Merge all of the child cases into one case and then delete the parent cases.
Answer: B
Explanation/Reference:
References:
https://www.microsoft.com/en-us/dynamics/crm-customer-center/merge-similar-cases-customer- service.aspx

NEW QUESTION NO: 34
Your company has service technicians who are sent to customer sites. Depending on the requirements of the customer, the service technicians might need to bring specific equipment.
You have a customer who requests a service technician named Tech1.
When you attempt to schedule the service appointment, you discover that Tech1 is an unavailable resource. Tech1 can be scheduled for other service activities.
You need to identify what prevents Tech1 from being available for the service appointment.
Which two conditions should you identify? Each correct answer presents part of the solution.
A. the security of Tech1
B. the service preferences of the customer
C. the resources of the resource group
D. the selection rules of the service
Answer: C,D

NEW QUESTION NO: 35
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 named User2.
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. the personal view
B. the system view
C. the system charts
D. the iFrame
Answer: A

NEW QUESTION NO: 36
You need to identify how many default service level agreements (SLAs) you can have in a Dynamics CRM organization.
What should you identify?
A. one per SLA item
B. one per customer
C. one per entitlement
D. one per organization
Answer: D

NEW QUESTION NO: 37
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 be incremented or decremented.
What are two possible causes that you can identify? Each correct answer presents a complete solution.
A. when the entitlement is attached to a new contact
B. when a case that is attached to the entitlement is resolved
C. when a case that is attached to the entitlement is deleted
D. when the entitlement is attached to a new case
Answer: C,D

NEW QUESTION NO: 38
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?
A. From the article, perform a search.
B. Email a link to the article to the queue that holds the case.
C. Update the Regarding field of the case.
D. From the case, perform a search.
Answer: D

NEW QUESTION NO: 39
Your Dynamics CRM organization has the service level agreements (SLAs) configured as shown in the following table.

A new case is opened for a customer named Customer1. SLA3 is applied to the case. After 20 minutes you discover that Customer1 has an entitlement named Entitlement1, which is associated to SLA1.
You add Entitlement1 to the case.
After another 30 minutes, you discover that since the case involves a product named ProductA, the case must be associated to an entitlement named Entitlement2 which is associated to SLA2.
You change the entitlement to Entitlement2.
You need to identify how much time remains to resolve the case.
What should you identify?
A. 10 minutes
B. three hours and 10 minutes
C. one hour and 10 minutes
D. seven hours and 10 minutes
Answer: B

NEW QUESTION NO: 40
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 deliveries as possible.
What should you configure?
A. the available capacity of the service scheduling rule
B. a selection rule as Least Busy
C. the van work hours as non-overlapping
D. a selection rule as Most Busy
Answer: D