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microsoft dynamics crm 2016 customer service

Microsoft Dynamics CRM 2016 Customer Service

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exam information

Exam Information

Languages : English, Chinese (Simplified), French, German, Japanese, Spanish

Audiences : Information workers

Credit toward certification : MCP

Technology : Microsoft Dynamics CRM

Published : January 22, 2016

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skills measured

Skills Measured

This exam measures your ability to accomplish the technical tasks listed below. The percentages indicate the relative weight of each major topic area on the exam. The higher the percentage, the more questions you are likely to see on that content area on the exam. View video tutorials about the variety of question types on Microsoft exams.

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who should take this exam

Who should take this exam?

Individuals wishing to obtain a certification in Dynamics CRM 2016 Customer Service should take this exam. The primary audience is a partner who sells and implements customer service modules in Microsoft Dynamics CRM 2016. This audience typically includes sales operations managers, customer service managers, service schedulers, administrators, office managers, executives, and consultants who want to demonstrate a opening understanding of the application functionality. The exam is suitable for those who are new to Dynamics CRM, yet have a background in the business process as well as Microsoft Office.

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sample question no 1

Sample Question No 1

You need to see all of the cases that were canceled. What should you do?

A. Export all of the queue items to a Microsoft Excel file.

B. Perform a Global Search and save a personal view.

C. Perform an Advanced Find and save a personal view.

D. Review the Audit log.

Answer: D

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sample question no 2

Sample Question No 2

You work for a call center that uses Dynamics CRM for case management. You need to recommend a solution that meets the following requirements: Provides customer service representatives with a pop-up window initiated by the phone system Provides a mechanism to view data*from several different line-of-business applications based on contextual information in CRM Which technology should you include in the recommendation?

A. the interactive service hub

B. Field One

C. Microsoft Premature

D. Unified Service Desk

Answer: B

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sample question no 3

Sample Question No 3

You plan to use surveys. You need to identify the number of entities that are used to store the survey responses.

What should you identify?

A. 1

B. 2

C. 3

D. 4

Answer :C

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sample question no 4

Sample Question No 4

You have a customer who purchased two support contracts from your organization. One support contract is for a product named Product and the other support contract is for a product named Product. You need to ensure that only a contact named Contact1 can open cases for Product 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

Answer: B

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sample question no 5

Sample Question No 5

Your team uses the Dynamics CRM knowledge base. You do not use the interactive service hub. You are working with a customer to resolve an issue. You need to provide the customer with an article from the knowledge base. What should you do?

A. From the article, click Email a Link.

B. From the article, click Share.

C. From the article, click Copy a link.

D. Create an email and click Insert Article.

Answer: A

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