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Microsoft Dynamics CRM 2016 Customer Service
Question No: 31 – (Topic 1)
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?
Question No: 32 – (Topic 1)
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?
the cases that use the article and the number of views per case
the customer service representatives who viewed the article and the number of views per case
a helpfulness rating for the article and the cases that use the article
a helpfulness rating for the article and the customer service representatives who viewed the article.
Question No: 33 – (Topic 1)
Your company has a Dynamics CRM organization that uses a FieldOne solution. A customer calls your company#39;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.
an automated phone call
an email message
Windows 10 toast
a text message
a web browser pop-up
Question No: 34 – (Topic 1)
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?
JThe SLA can be paused-
The status can be tracked directly from the case form.
Actions can be triggered based on specific success catena.
The failure time is tracked.
Question No: 35 CORRECT TEXT – (Topic 1)
You have a Dynamics CRM organization that contains the following charts: