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QUESTION 71
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. Set the queue field to your personal queue.
B. Set the source type to Email
C. Select Create records for email from unknown senders.
D. Select Create case if a valid entitlement exists for the customer.
E. Set the queue field to Support.
Answer: BCE
QUESTION 72
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 import Data Wizard.
B. Convert a lead.
C. Convert an opportunity.
D. Convert a custom activity.
E. Use the Quick Create form.
Answer: ABE
QUESTION 73
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, the customer sends an email message to a generic queue named Support. You need to configure the organization to meet the following requirements:
– A case must be created automatically for every message sent to the Support queue by an existing customer.
– If the customer has a support agreement, the case must be sent to the queue that corresponds the customer’s support agreement level.
AM other cases must remain in the Support queue.
Which two actions should you perform? Each correct answer presents part of the solution.
A. Create one routing rule set that has one rule item defined for each support agreement level.
B. Create one routing rule set for each support agreement level.
C. Create an automatic record creation and update rule that has the source type set to Email and the Queue field set to Support.
D. Create four automatic record creation and update rules. Configure each rule to have a Source type of Email, and the Queue set to either None, Silver, Gold, or Platinum.
E. Create an automatic record creation and update rule that has the source type set to Email and the Queue field left blank.
Answer: CD
QUESTION 74
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 to the existing articles that use the article template.
What should you identify?
A. Draft articles and published articles will be updated.
B. Draft articles and published articles will remain unchanged.
C. Draft articles will be updated. A minor version will be created for published articles.
D. Draft articles will be updated. Published articles will remain unchanged.
Answer: A
QUESTION 75
You have a new deployment of Dynamics eRM.
You are comparing the features between articles in the eRM knowledge base and articles in the interactive service hub-
You need to identify which feature is available only for articles in the interactive service hub.
What should you identify?
A. Articles can contain tables and highlighted text.
B. Articles can be located by performing a full-text search.
C. Articles can be linked to a case.
D. Policies can be enforced before articles are published.
Answer: C
QUESTION 76
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 goal? Each correct answer presents a complete solution
A. custom entity
B. lead
C. contact
D. account
Answer: AB
QUESTION 77
You have a new deployment of Dynamics CRM.
The closure preferences are not configured.
You create a case named easel, and then you add a child case named.
You need to identify what will occur when you attempt to close case1.
What should you identify?
A. case1 will fail to close.
B. The cases automatically merge, and then case1 will close.
C. case1 and case2 will close.
D. case1 will close and case2 will remain open.
Answer: A
QUESTION 78
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 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?
A. Create a subject for each Project and associate each case to that subject.
B. Create individual cases that are all associated to the specific customer for whom you created the project.
C. Use case merging to create a master case for the project, then merge any specific cases into the master case.
D. Use parent and child cases and configure the Parent and Child case settings.
Answer: A
QUESTION 79
You have an account record named Account1 that is owned by a user named SalesUser1.
You have a private queue. The queue contains customer records that require annual maintenance. A team named CSR Users manages the queue.
Maintenance for the account records is performed by a user named CSR1.
You need to identify who will be the owner of Account1 when the queue item for the account record is added to the queue.
Who should you identify?
A. the access team
B. the CSR Users team
C. SalesUser1
D. CSR1
Answer: B
QUESTION 80
You have an entitlement that has total terms of 15.
For a customer, you create three cases that are associated to the entitlement.
You discover that the remaining terms is a value of 12.
You need to identify what the remaining terms will be if you merge the three cases.
What should you identify?
A. 9
B. 11
C. 12
D. 14
Answer: A
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