Microsoft Dynamics CRM 2016 Customer Service Set 3

You use Dynamics CRM for knowledge base articles. You do not use the interactive service hub. You add a section to an article template. You need to identify the impact to the existing articles that use the article template. What should you identify?

You have a new deployment of Dynamics CRM. You are comparing the features between articles in the CRM knowledge base and articles in the interactive service hub. You need to identify which feature is available only for articles in the interactive service hub. What should you identify?

You are creating a new case. You need to associate the case to a specific customer. What are two possible types of records that you can use to achieve the goal? Each correct answer presents a complete solution.

You have an account record named Account1 that is owned by a user named SalesUser1. You have a private queue. The queue contains customer records that require annual maintenance. A team named CSRUsers manages the queue. Maintenance for the account records is performed by a user named CSR1. You need to identify who will be the owner of Account1 when the queue item for the account record is added to the queue. Who should you identify?

You have an entitlement that has total terms of 15. For a customer you create three cases that are associated to the entitlement. You discover that the remaining terms is a value of 12. You need to identify what the remaining terms will be if you merge the three cases. What should you identify?

Your Dynamics CRM organization has the service level agreements (SLAs) configured as shown in the following table. A new case is opened for a customer named Customer1. SLA3 is applied to the case. After 20 minutes you discover that Customer1 has an entitlement named Entitlement1 which is associated to SLA1. You add Entitlement1 to the case. After another 30 minutes you discover that since the case involves a product named ProductA the case must be associated to an entitlement named Entitlement2 which is associated to SLA2. You change the entitlement to Entitlement2. You need to identify how much time remains to resolve the case. What should you identify?

You have a public queue named Queue1. You need to restrict access to Queue1 so that only four users can view the queue. What should you do first?

You are responsible for all of the cases created for a customer named Fourth Coffee The cases are entered by using the customer portal. You need to ensure that any cases created for Fourth Coffee are assigned to you. What should you do?

You have the entitlements configured as shown in the following table. You need to identify which entitlement can be renewed currently. What should you identify?

You have a Dynamics CRM organization that has one service level agreement (SLA) named SLA1. SLA1 is the default SLA. SLA1 is not associated to any entitlements. A user edits one of the SLA items in SLA1. You discover that SLA1 is no longer applied to cases. You need to identify the possible causes of the issue. What are two possible causes? Each correct answer presents a complete solution.