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You have a Microsoft Dynamics 365 environment. You implement Field Service. You need to ensure that users can interact with Field Service on a mobile device. What should you do?

A.    Implement the Resco Mobile CRM Woodford app.
B.    Import the Field Service solution.
C.    Download the Windows Mobile Software Development Kit (SDK).
D.    Configure the Microsoft Dynamics 365 mobile app.

Answer: A

What are three functions of the Unified Service Desk (USD) Global Manager hosted control? (Choose THREE.)

A.    Provide process flows to respond to agent request for help.
B.    Manage data for the session.
C.    Interpret window navigation rules.
D.    Provide escalation alerts to manage agents who need help.
E.    Provide data to the toolbar components and agent scripts.

Answer: CDE

You are using the knowledge base article search from the service area. Which two search options are available? (Choose TWO.)

A.    Language
B.    Title
C.    Date Created
D.    Subject

Answer: BD

You need to create a goal record. For which three fields must you enter data? (Choose THREE.)

A.    Time Period
B.    Actual Value
C.    Owner
D.    Metric Type
E.    Goal Metric

Answer: ABC

A customer returns a defective product You plan to ship the product back to the vendor for credit You need to initiate the return process to the vendor. Which type of record should you create?

A.    Return to Vendor (RTV)
B.    Return Merchandise Authorization (RMA)
C.    Inventory Adjustment (IA)
D.    Return Merchandise Authorization (RMA) receipt

Answer: C

A company plans to send out customer surveys. When a customer responds that they are not likely to recommend the company to a colleague, you need to display another question to gather additional information. You need to configure the environment. What should you do?

A.    Modify piped data.
B.    Use a response routing rule.
C.    Add a business rule.
D.    Create an action rule.

Answer: A

You have a Microsoft Dynamics 365 environment. You implement Field Service. You need to update a work order to indicate that you are traveling to the client. Which field in the Field Service mobile app should you update?

A.    Booking Status
B.    Start Time
C.    Actual Arrival Time
D.    System Status

Answer: D

You use the Field Service application. You need to track users and equipment that are available for scheduling. Which resource type should you use?

A.    Bookable Resource
B.    Warehouse Resource
C.    Resource Group
D.    Web Resource

Answer: D

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