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QUESTION 22
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

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QUESTION 15
Your company has a Dynamics CRM organization. The company plans to use the product catalog. You need to identify which component must be configured before you can implement the product catalog. What should you use?

A.    product families
B.    product
C.    price lists
D.    unit groups

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QUESTION 8
Your company has a Dynamics CRM organization that uses FieldOne. A customer calls your company’s Help Desk to report a failed device. The Help Desk technician creates a case in CRM. You need to deploy a technician to resolve the issue. What should you do first?

A.    Launch the Schedule Assistant.
B.    Notify the technician to verify his job queue.
C.    Resolve the case.
D.    Convert the case to a work order.

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QUESTION 1
Your team uses the Dynamics CRM knowledge base. You do not use the interactive service hub. You use articles to resolve cases. You have an article template named ArticleTemplate1. You publish articles that use ArticleTemplate1. You need to prevent ArticleTemplate1 from being used to create any more articles. The solution must ensure that existing articles remain available. What should you do?

A.    Modify the properties of ArticteTemplate1.
B.    Delete ArticteTemplate1.
C.    Deactivate ArticleTemplate1.
D.    Remove ArticleTemplate1 from the default solution.

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