Two active case records are related to the same issue but have nothing else in common. Your manager asks you to make an association between the records. What should you do? A. Merge the two case records. B. Reference the…

You are the customer service manager of a call center and are performing a daily review of your team’s cases. A case record owned by a member of your team has a flag in the research stage of the business…

You are responsible for creating and managing Microsoft Dynamics CRM Knowledge Base templates and articles. A user wants an image to be added to a Knowledge Base article. What should you do? A. Create a web resource, and add it…

You work at the support desk for a software company. When the newest version of a popular app is released, you receive an influx of support requests regarding an issue. The research and development team identify the issue as a…

You choose a case from the customer support queue. Your company mandates that all requests with customers be tracked regardless of the outcome. You call the customer and learn that the case was submitted on your company’s customer portal by…

You need to specify the number of support hours a customer will receive. What should you create? A. A service activity B. A service level agreement (SLA) C. An entitlement D. A contract template

You create a case and link it to a standard service level agreement (SLA) with the timer configured on the case form. You need to review the case status and report the information to your manager. Which piece of information…

You create a new service level agreement (SLA) and enter the amount of time that is allowed for it. You need to send an email message to the user assigned to a case when the time limit of the SLA…

You create a new case that includes a service level agreement (SLA). You place the case on hold because you need to wait for additional information from the customer. What is the status of the SLA key performance indicator (KPI)…

You create a new entitlement. What is the initial status of the entitlement? A. Active B. Waiting C. Created D. Draft