Microsoft Dynamics CRM Application Set 2

A customer purchases a widget at retail price. Another customer purchases the same product at wholesale price. What should you create to enable both customers to pay the correct amount?

You create a case for a customer who requests assistance. You need to find a Frequently Asked Questions document in Microsoft Dynamics CRM and email it to the customer. In which location should you look for the document?

Your organization uses business process flows to help users complete their cases. You want the stage of a business process flow to automatically change when a field value is set to research complete. What should you add?

The service desk frequently receives email requests directly from contacts that are not currently in Microsoft Dynamics CRM. You need to configure an automatic case creation rule to ensure that these requests are not overlooked. Which option should you select in the case creation rule?

Your company'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?

A customer can use 80 hours of phone support and 20 hours of email support, according to the agreement you set up with this customer. You need to configure an entitlement. What should you do?

You need to configure Microsoft Dynamics CRM to use a special service level agreement (SLA) for selected customers. Which action should you perform?

An entitlement for a customer has a status of Active. You need to make changes to the entitlement. What should you do before making the changes?

You plan to bulk import new case records. You do not want the service level agreement (SLA) to apply to the new cases. What should you do?

You need to configure Microsoft Dynamics CRM so that only the authorized contacts associated with an account can call and use the entitlement. What should you do?