Microsoft Dynamics CRM 2016 Customer Service Set 2

Your customer service agents use two custom entities named Entity1 and Entity2. You need to organize the records for Entity1 and Entity2 so that they appear together in a single location. What should you do first?

A task activity is assigned to a user named SalesUser1. After reviewing the task activity SalesUser1 identifies that the activity must be handled by customer service. SalesUser1 needs to send the task activity to a queue named Customer Service Queue SalesUser1 opens the task activity. What should SalesUser1 do next?

You have an entitlement that has an allocation type of Hours. You need to identify what will cause the remaining terms of the entitlement to be decremented. What should you identify?

You create an entitlement that decreases the total terms when cases are created. You need to identify what will cause the value of the remaining terms of an entitlement to be incremented or decremented. What are two possible causes that you can identify? Each correct answer presents a complete solution.

You have an entitlement that allows 15 cases to be opened by phone. After the 15 cases are opened by phone you discover that additional cases are being opened by using email the Internet and Facebook. You need to ensure that cases can be submitted for the entitlement only by using the phone. What should you do?

You are evaluating whether to use a standard or an enhanced service level agreement (SLA). You need to identify a characteristic of a standard SLA. What should you identify?

You have a customer who purchased two support contracts from your organization. One support contract is for a product named ProductA and the other support contract is for a product named ProductB. You need to ensure that only a contact named Contact1 can open cases for ProductA and only a contact named Contact2 can open cases for Products. What should you use?

You manage a team of five customer service agents. You need to view all of the cases that were opened during the last seven days and to view all of the open activates. What should you do?

You are viewing the Case Mix (By Priority) chart from the My Active Cases view. You need to identify what will occur when you click a section of the chart. What are two possible events that can occur? Each correct answer presents a complete solution.

A user named User1 creates a personal dashboard that contains the following:
Two system charts
A personal view
A system view
An iFrame
User1 shares the dashboard with a user named User2.
You need to identify which additional item must be shared with User2 to ensure that User2 can view all the contents of the dashboard. Which item should you identify?