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Microsoft Dynamics 365 Fundamentals (CRM) Sample Questions (Q113-Q118):

NEW QUESTION # 113
A company is using several Dynamics 365 applications. A customer sends an email about an issue they are having with a product during a company holiday.
The customer expects a response in 48 business hours in accordance with their service-level agreement (SLA).
You need to configure the system to ensure that the company meets SLA agreements.
Which products should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-holiday-schedule
https://docs.microsoft.com/en-us/dynamics365/common-scheduler/schedule-anything-with-universal-resource- scheduling

NEW QUESTION # 114
You are a sales representative for a company that sells furniture. You collaborate with an engineering team and a design team to support customer proposals.
The latest versions of all proposals must be available to both teams. Team members must be able to edit the proposals in real time.
You need to attach a proposal to a customer record. Which mechanism should you use to attach the proposal?

A. Timeline attachment
B. Documents tab
C. Word template

Answer: B

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/basics/manage-sharepoint- documents-document-locations-in-dynamics-365-apps

NEW QUESTION # 115
A company plans to implement Dynamics 365 Customer Voice.
Instructions: For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION # 116
A company sells and services commercial refrigeration equipment. The company is implementing Dynamics
365 Project Operations.
You need to ensure that you can select a service technician for an assignment that has the required expertise to address the equipment issues reported by a customer.
Which two features should you use? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Proficiency models
B. Resource roles
C. Service-level agreements
D. Resource skills

Answer: A,D

NEW QUESTION # 117
A company provides roadside assistance for disabled automobiles.
The company enacts a policy that specifies a 30-minute response time for all requests for assistance. You need to ensure that data about assistance crew response times is captured correctly.
For what type of object should you define details? To answer, select the appropriate option in the answer area.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

NEW QUESTION # 118
......

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