You plan to bulk import new case records. You do not want the service level agreement (SLA) to apply to the new cases. What should you do? A. Set the Disable the SLAs system option. B. Pause all SLAs. C.…

An entitlement for a customer has a status of Active. You need to make changes to the entitlement. What should you do before making the changes? A. Renew the entitlement. B. Deactivate the entitlement. C. Click Edit in the Action…

What is required to view a Dynamic Excel report? A. Have Outlook Client installed. B. Create the export from a System View. C. Have system administrator rights. D. Save the Advanced Find query in Microsoft Dynamics CRM.

You create an opportunity view and want to export the fields in the view for further analysis. You need to ensure the data can be refreshed automatically without requiring the data to be re- exported. What should you do? A.…

A customer calls to change the date and time of a service activity. You have limited dates, times, and resources available for the customer request. You need to update the information from the service calendar. What should you do? A.…

You are adding products to an opportunity. You want to calculate the estimated revenue based on the products added. What should you do to enable this function? A. Set the estimated budget. B. Configure the exchange rate. C. Use write-in…

You own an opportunity but need to allow other users to view and edit it. What should you do? A. Create a connection for a team, add the sales team role, and add the connection to the opportunity. B. Add…

You are a sales representative at a trade show. A trade show attendee leaves a business card at your company’s booth. You need to enter the attendee’s information into Microsoft Dynamics CRM for the sales team to qualify. Which record…

What can be classified by using the subject tree? A. Opportunities B. Accounts C. Leads D. Cases

Your customer service team often receives support calls for the same issue from multiple customers. You decide to use the parent-child hierarchy feature so that cases can be related, but the cases must continue to be resolved independently. You need…