You need to configure Microsoft Dynamics CRM to use a special service level agreement (SLA) for selected customers. Which action should you perform? A. Select the SLA in the cases for the selected customers. B. Select the SLA in the…
A customer can use 80 hours of phone support and 20 hours of email support, according to the agreement you set up with this customer. You need to configure an entitlement. What should you do? A. Create an entitlement with…
Your company’s support team is handling all inbound requests for support for a new product. You want to configure Microsoft Dynamics CRM so that phone calls and email messages regarding the new product are held until a team member with…
You need a dashboard that shows your cases only. Which dashboard should you use? A. Customer Service Operations B. Customer Service Representative C. Customer Service Performance D. Sales Performance Dashboard
You are the team lead in a large call center. You want to know the originating source for the majority of your team’s cases. You need a report that includes the following information: The number of cases each of your…
You create a chart on your personal dashboard. The chart displays the service technician’s monthly goals for case resolution. You need to make this chart available on another dashboard. What should you do? A. In the other dashboard, select the…
You want to aggregate customer feedback from social websites in order to identify buying trends and customer opinions toward your company’s product. Which tool should you use in Microsoft Dynamics CRM? A. Microsoft Social Listening, in order to monitor social…
You have a potential sale with a prospect that you met at a trade show. You enter the prospect as a lead in Microsoft Dynamics CRM. How should you move the lead forward to track the potential sale? A. Enter…
Your organization uses territories in Microsoft Dynamics CRM to manage sales. You need to ensure that all sales managers and sales people are associated with the correct territories. What should you do? A. Add a sales manager and the relevant…
You need to configure Microsoft Dynamics CRM so that only the authorized contacts associated with an account can call and use the entitlement. What should you do? A. Add each contact to the case associated to the entitlement. B. Configure…