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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.

Answer: B

You need to create an opportunity with a product that does not currently exist in the product catalog. What should you do? (Choose all that apply.)

A.    Add a product to the product catalog, and add the new product to the opportunity.
B.    Add a new product to the opportunity.
C.    Add a Write-In Product to the product catalog, and add the new Write-In Product to the opportunity.
D.    Add a Write-In Product to the opportunity.

Answer: AD

Which of the following actions can you perform with articles? (Choose all that apply.)

A.    email an article to a contact
B.    attach an article to a case
C.    add a connection to an article
D.    add an article to a campaign
E.    add an article to a product

Answer: AB

You need to schedule a phone call to a group of Accounts and Contacts, followed three days later by an email message. What should you do?

A.    Create one campaign with one marketing list.
B.    Create one campaign with two marketing lists.
C.    Create two quick campaigns.
D.    Create one quick campaign.

Answer: B

You need to create a product in Microsoft Dynamics CRM. Which product catalog component is required?

A.    Price list item
B.    Unit group
C.    Price list
D.    Discount list

Answer: B

You update the exchange rate for a currency. Which two events will cause an open opportunity to calculate and display the updated value? Each correct answer presents a complete solution. (Choose two.)

A.    Changing the state of the opportunity
B.    Updating any money field on the opportunity
C.    Adding an activity to the opportunity
D.    Updating any field on the opportunity

Answer: AB

You are a sales representative at a trade show. A trade show attendee leaves a business card at your company’s booth. You need to enter the attendee’s information into Microsoft Dynamics CRM for the sales team to qualify. Which record type should you create?

A.    Contact
B.    Account
C.    Opportunity
D.    Lead

Answer: D

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