[Free] 2018(Aug) Ensurepass Microsoft MB2-704 Dumps with VCE and PDF 41-50

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Microsoft Dynamics CRM Application

Question No: 41

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?

  1. Ensure that the cascade closure preference is not set.

  2. Choose Don#39;t allow parent case closure until all child cases are closed.

  3. Choose Close all child cases when parent case is closed.

  4. Include the resolve by attribute in the inherited attributes.

Answer: B Explanation:

Ref: https://msdn.microsoft.com/en-us/library/dn689053.aspx

Question No: 42

An existing goal tracks the number of cases resolved per month.

You need to enable it to show the number of cases that are still open. What should you do?

  1. Create a new goal, and add it as a child to the existing goal.

  2. Create a new goal metric, and add it to the existing goal.

  3. Add a new rollup field to the existing goal metric.

  4. Add a rollup query to the existing goal.

Answer: C Explanation:

Ref: http://www.magnetismsolutions.com/blog/colinmaitland/2012/12/17/goals- management-in-dynamics-crm-2011-goal-metrics-1

Question No: 43

A customer calls to change the date and time of a service activity. You have limited dates, times, and resources available for the customer request.

You need to update the information from the service calendar. What should you do?

  1. Use the reschedule option, and resolve any conflicts.

  2. Use the appointment option, and resolve any conflicts.

  3. Drag the service activity to the correct date and time on the calendar, and resolve any conflicts.

  4. Use the schedule option, and resolve any conflicts.

Answer: D Explanation:

Ref: http://www.powerobjects.com/blog/2010/09/07/service-scheduling-part-2-in-microsoft- dynamics-crm/

Question No: 44

You create an Advanced Find view that consists of columns from the account entity. Which action is possible when customizing the view?

  1. Adding columns from related of records

  2. Creating three levels of sort criteria

  3. Setting the option to filter columns to ensure it displays by default when opening the view

  4. Merging two columns into one

Answer: A Explanation:

Ref: http://technet.microsoft.com/en- us/library/dn509578.aspx#BKMK_ChooseAndConfigureColumns

Question No: 45

You choose a case from the customer support queue. Your company mandates that all requests with customers be tracked regardless of the outcome.

You call the customer and learn that the case was submitted on your company#39;s customer portal by mistake.

What should you do?

  1. Cancel the case.

  2. Delete the case.

  3. Resolve the case.

  4. Reactivate the case.

Answer: C

Question No: 46

The call center handles many types of support calls. Cases for customers requesting account balance information must be routed to a queue for the accounting department.

You need to set up a queue for these types of requests.

Which two actions should you perform? Each correct answer presents part of the solution. Choose two.

  1. Assign a security role to the queue.

  2. Choose public as the type.

  3. Assign members to the queue.

  4. Choose private as the type.

Answer: C,D Explanation:

Ref: http://blog.customereffective.com/blog/2014/06/dynamics-crm-online-spring-14-whats- new-with-queue.html

Question No: 47

You are creating a goal for the number of phone calls made versus the number of phone calls scheduled.

You need to establish the number of scheduled calls for your organization. Which value provides this information?

  1. In-progress

  2. Actual

  3. Closed

  4. Target

Answer: A Explanation:

Ref: http://www.magnetismsolutions.com/blog/colinmaitland/2012/12/17/goals- management-in-dynamics-crm-2011-goal-metrics-1

Question No: 48

An employee who you manage requests one week of paid vacation.

You need to ensure that no work is assigned to this employee during that week. What should you create?

  1. A service schedule

  2. A service restriction

  3. A time off record

  4. A new weekly schedule

Answer: C Explanation:

Ref: http://www.microsoft.com/en-US/dynamics/crm-customer-center/schedule-time- off.aspx

Question No: 49

You are responsible for creating and managing Microsoft Dynamics CRM Knowledge Base templates and articles.

A user wants an image to be added to a Knowledge Base article. What should you do?

  1. Create a web resource, and add it to the Knowledge Base template.

  2. Insert the image into the Knowledge Base template.

  3. Copy and paste the image into the Knowledge Base article.

  4. Drag and drop the image onto the Knowledge Base article.

Answer: A

Question No: 50

Your company#39;s support team is handling all inbound requests for support for a new product.

You want to configure Microsoft Dynamics CRM so that phone calls and email messages regarding the new product are held until a team member with expertise on the new product is available. The phone calls and email messages need to be assigned in the order in which they were received.

Which feature should you use?

  1. Resolution activities

  2. Service level agreements

  3. Queues

  4. Scheduling modules

Answer: C

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