Category: Microsoft Dynamics Exam Collection

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QUESTION 29
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 is about to be exceeded. Which two actions should you perform? Each correct answer presents part of the solution. (Choose two.)

A.    Configure the Warning Actions on the SLA item record.
B.    Specify the Applicable When conditions on the SLA item record.
C.    Configure the SLA Item Warning on the SLA item record.
D.    Configure the SLA Item Failure on the SLA item record.

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QUESTION 22
Your customer service team often receives support calls for the same issue from multiple customers. You decide to use the parent-child hierarchy feature so that cases can be related, but the cases must continue to be resolved independently. You need to configure the parent and child case settings for your organization. What should you do?

A.    Ensure that the cascade closure preference is not set.
B.    Choose Don’t allow parent case closure until all child cases are closed.
C.    Choose Close all child cases when parent case is closed.
D.    Include the resolve by attribute in the inherited attributes.

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QUESTION 15
A customer calls and wants to make a purchase. You need to record the phone call and the purchase in Microsoft Dynamics CRM. What should you do?

A.    Create a phone call activity, convert it to an opportunity, and close the opportunity as won.
B.    Create an opportunity, add a phone call activity, and then close the opportunity as won.
C.    Create an order, and then add a phone call activity.
D.    Create a phone call activity, and convert it to an order.

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QUESTION 8
You want to use Microsoft Dynamics CRM to compile a repository of competitor information for your sales team. You create a competitor record and enter your competitor’s strengths and weaknesses. Which two items can you directly associate with the competitor? Each correct answer presents a complete solution. (Choose two.)

A.    Sales literature
B.    Price lists
C.    Accounts
D.    Products

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QUESTION 1
Your customer wants to purchase 1,000 units of your best-selling product. Which type of record in Microsoft Dynamics CRM should you create?

A.    Quote
B.    Order
C.    Opportunity
D.    Invoice