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Your company has a Dynamics CRM organization that uses a FieldOne solution. A customer calls your company’s Help Desk to report a failed device. You schedule a technician to resolve the issue. You need to identify which notification methods can be used to notify the technician. What are two possible notification methods? (Choose two.)
A. an automated phone call
B. an email message
C. Windows 10 toast
D. a text message
E. a web browser pop-up
You need to create a new case in Dynamics CRM. Which two fields are required to create the new case manually? (Choose two.)
C. Case Title
Your team uses the Dynamics CRM knowledge base. You do not use the interactive service hub. You need to search for an article in the knowledge base. From which two types of records can you search for the article? (Choose two.)
A. Phone call
D. Queue Item
You use the interactive service hub for knowledge articles. You need to identify which information can be gathered from the Analytics tab of a knowledge article. What should you identify?
A. the cases that use the article and the number of views per case
B. the customer service representatives who viewed the article and the number of views per case
C. a helpfulness rating for the article and the cases that use the article
D. a helpfulness rating for the article and the customer service representatives who viewed the article
You work for a hosting company. One of the data centers experiences an outage. Several contacts from two different customers report the outage. You create a parent case for each customer and a child case for each child cases. You need to consolidate all of the cases. What should you do?
A. Merge all of the parent cases into one case, and then delete the child cases.
B. For each customer, merge all of the child cases for each parent case, and them merge all of the parent cases.
C. Export the cases, update the cases, and then reimport the cases.
D. Merge all of the child cases into one case, and then delete the parent cases.
You need to locate recently created records that reference Feature A. What should you do?
A. Use Advanced Find and specify FeatureA.
B. Use Global Search and specify FeatureA *.
C. Use Global Search and specify FeatureA.
D. Use Advanced Find and specify FeatureA.
Your company uses Dynamics CRM for case management. You need to use the heatmap in Microsoft Power Bl to display customer calls by region. What should you do first?
A. From the Interactive Service Hub dashboard, add a widget
B. CRM dashboard, export data as a dynamic worksheet.
C. From a CRM dashboard, add a widget.
D. From Power Bl, add a service connection.
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