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You have a customer who purchased two support contracts from your organization. One support contract is for a product named ProductA and the other support contract is for a product named ProductB. You need to ensure that only a contact named Contact1 can open cases for ProductA and only a contact named Contact2 can open cases for Products. What should you use?

A.    routing rules
B.    entitlements
C.    service level agreements (SLAs)
D.    parent-child inheritance rules

Answer: B

You have two sites. You need to ensure that all of the resources for a scheduling activity are from the same site. What should you use?

A.    a selection rule
B.    a resource group
C.    a service level agreement (SLA)
D.    a field security profile

Answer: C

You plan to create a service activity. You need to identify which types of participant can have defined work hours. Which two participant types should you identify? (Choose two.)

A.    resource group
B.    site
C.    user
D.    equipment

Answer: BC

You implement Unified Service Desk in your Dynamics CRM organization. You need to add a button to a Unified Service Desk toolbar that will load a CRM page to a hosted control when the button is clicked. What are two Unified Service Desk components that you can use to achieve the goal? (Choose two.)

A.    Forms
B.    Action calls
C.    Scriptlets
D.    Window navigation rules

Answer: AB

You are a customer service representative. You use the interactive service hub and a multi-stream interactive dashboard. At the beginning of your shift, you need to view the high-priority open cases and to move them to one queue. What should you do first?

A.    Perform an Advanced Find.
B.    Perform a Global Search.
C.    Apply a hierarchal view.
D.    Apply a global filter.

Answer: D

You work for a call center that uses Dynamics CRM for case management. You need to recommend a solution that meets the following requirements:
– Provides customer service representatives with a pop-up window initiated by the phone system.
– Provides a mechanism to view data from several different line-of-business applications based on contextual information in CRM.
Which technology should you include in the recommendation?

A.    The interactive service hub
B.    FieldOne
C.    Microsoft Parature
D.    Unified Service Desk

Answer: B

You have a service that is used to schedule the delivery of products to local customers. The service contains a resource group. The resource group contains equipment that represents 10 delivery vans. You need to ensure that you maximize the use of each delivery van while performing as many dcllvenes as possible. What should you configure?

A.    a selection rule as Least Busy
B.    the available capacity of the service scheduling rule
C.    the van work hours as non-overlapping
D.    a selection rule as Most Busy

Answer: D

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