MB2-714 Customer Service in Microsoft Dynamics CRM 2016 Flashcards Preview

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Flashcards in MB2-714 Customer Service in Microsoft Dynamics CRM 2016 Deck (52)
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1

What is defined as interactions between a business and their customers?

Answers:

A. Resolutions
B. Posts
C. Activities
D. Records

C. Activities

Activities are interactions between a business and their customers that are deemed important enough to track within Microsoft Dynamics CRM and can be associated with many different kinds of records. Reference: Basic Record Types.

2

Which activity can be created when the Resolve Case functionality is used in Microsoft Dynamics CRM?

Answers:

A. Case Resolution
B. Closed Case Channel
C. Customer Support
D. Queue Item

A. Case Resolution

Once the case is resolved, an activity type named ‘Resolution Activity’ is created. This activity is found only in the closed activities associated with the case. The Resolution Activity displays the case’s resolution as well as how much time was spent on the case. Reference: Basic Record Types.

3

Which of the following terms are basic record types within the Customer Service module of Microsoft dynamics CRM? Select all that apply.

Answers:

A. Opportunities
B. Customer Records
C. Activities
D. Scheduling Module

B. Customer Records
C. Activities
D. Scheduling Module

The following include the basic record types within the Customer Service module of Microsoft Dynamics CRM: Customer records, cases, activities, resolution activities, knowledge base articles, entitlements, entitlement channels, service level agreements, queues, subject tree, products, goals, and the scheduling module. Opportunities are part of the Microsoft Dynamics CRM Sales module. Reference: Basic Record Types.

4

Which of the following statements apply to case records?

Answers:

A. Case records can only be deleted if there are no open activities.
B. Case records can only be canceled if there are no open activities.
C. Case records can be deactivated.
D. Case records cannot be canceled.

B. Case records can only be canceled if there are no open activities.

Case records can be deleted and will delete all related activity records associated with it. Case records can only be canceled but only if there are no open activities. They cannot be deactivated, only canceled, resolved or deleted. Reference: Case Resolution Process.

5

Which of the following statements apply to Business Process Flows? Select all that apply.

Answers:

A. Each stage within a Business Process Flow consists of specific tasks, actions, or steps.
B. Business Process Flows may only branch into two directions.
C. Business Process Flows cannot be edited after being first initially customized and saved.
D. The main purpose of a Business Process Flow is to help guide users through the necessary steps to complete an entire business process.

A. Each stage within a Business Process Flow consists of specific tasks, actions, or steps.

D. The main purpose of a Business Process Flow is to help guide users through the necessary steps to complete an entire business process.

Each stage within a Business Process Flow consists of specific tasks, actions, or steps. The main purpose of a Business Process Flow is to help guide users through the necessary steps to complete an entire business process. Business Process Flows can have multiple branches and can be easily edited after initially created. Reference: Business Process Flow.

6

Which of the following apply to Case Routing Rules?

Answers:

A. Case Routing Rules contain conditions and actions.
B. Case Routing Rules do NOT allow for multiple active routing rules at a single time.
C. Case Routing Rules allow for multiple active routing rules at a single time.
D. Case Routing Rules must be manually fired.

A. Case Routing Rules contain conditions and actions.
B. Case Routing Rules do NOT allow for multiple active routing rules at a single time.

Case Routing Rules contain conditions and actions and can only have one active routing rules at a single time. Case Routing Rules can either be manually fired or set up to be automatic. Reference: Case Routing Rules.

7

If a case is resolved, reactivated, and then resolved again, which of the following statements is true?

Answers:

A. History items for the case will include only one case resolution activity.
B. History items for the case will include two case resolution activities.
C. The single case resolution activity will have a status of canceled.
D. One case resolution activity will have a status of canceled, and another will have a status of completed.

B. History items for the case will include two case resolution activities.

History items for the case will include two case resolution activities. Each time a case is resolved a separate resolution activity will occur, even if it’s reactivated. That way you can track every activity involved with a case from beginning to end. Reference: Case Resolution Process.

8

What is a hierarchical list of subjects an organization can use to classify service cases and other records in Microsoft Dynamics CRM is called?

Answers:

A. Knowledge Base
B. Knowledge Tree
C. Product Catalog
D. Subject Tree

D. Subject Tree

The subject tree is a hierarchy of subjects or categories that provides a structured approach for grouping and managing information. The Knowledge Base provides a central repository for an organization's information and the Product Catalog houses the products or services your company sells. Reference: Search Articles.

9

Which list of the below statuses are all valid status values for Knowledge Base articles?

Answers:

A. Draft, Unpublished, Deleted, and Published
B. Draft, Submitted, Published
C. Draft, Unapproved, Published
D. Draft, Unapproved, Published, Inactive

C. Draft, Unapproved, Published

When an article is first saved, it has a status of Draft. When a draft article is submitted for approval it has a status of Unapproved. Unapproved articles can be edited, and upon review, can either be rejected or approved. If an article is approved, its status changes to Published and it is visible to the whole organization. Reference: Create Knowledge Base Articles.

10


Which of the following statements apply to the maintenance of Knowledge Base article templates? Select all that apply.

Answers:

A. Article templates can be deleted at any time.
B. Article templates can be deleted if there are no articles based on the article templates.
C. Article templates can be deactivated at any time.
D. Article templates can only be deactivated if there are no articles based on the article templates.

B. Article templates can be deleted if there are no articles based on the article templates.
C. Article templates can be deactivated at any time.

Article templates can be deleted if there are no articles based on the article templates and can be deactivated at any time. Reference: Create and Maintain Article Templates.

11

Which types of records can be assigned to queues?

Answers:

A. Service Activities
B. Accounts
C. All record types
D. Cases

C. All record types

In Microsoft Dynamics CRM, all record types can be assigned to queues. They can be used to manage work items, cases, activities or other records. By default, only cases and activity records are enabled for queues. Reference: System and Personal Queues.

12

Which functionality within the Queues command bar must be used to allow someone else to work on an item?

Answers:

A. Release
B. Remove
C. Reroute
D. Share

A. Release

Releasing an item from the queue removes the users’ name who is currently working on the record and makes that case available to be worked on by other users or teams. Queue items can also be removed from a queue at any time by a user who has sufficient security permissions. Reference: Queue Items: Release and Remove.

13

When a queue is first created, what is the initial status of that queue?

Answers:

A. Draft
B. Active
C. Routed
D. Unapproved

B. Active

When a queue is created it has the initial status of Active. Reference: Create and Maintain Queues.

14

Service Level Agreements are a way of tracking and defining what should happen after a case is what?

Answers:

A. Canceled
B. Reassigned
C. Closed
D. Opened

D. Opened

Service Level Agreements are a way of tracking and defining what should happen when a case is opened. It is an agreement between a vendor and a client that establishes an expectation of the timing of services that are provided by the vendor. Reference: Create Service Level Agreements.

15

Which of the following options are expected levels of response for Service Level Agreements? Select all that apply.

Answers:

A. Research Time
B. First Response Time
C. Resolution Time
D. Last Response Time

B. First Response Time
C. Resolution Time

First Response Time and Resolution Time are expected levels of response that could involve when the client can expect the initial response to a question, problem, or request or even when they expect an issue being resolved. Reference: Create Service Level Agreements.

16

Which of the following are types of Service Level Agreements? Select all that apply.

Answers:

A. Standard SLA
B. Enhanced SLA
C. Improved SLA
D. General SLA

A. Standard SLA
B. Enhanced SLA

Microsoft Dynamics CRM lets you create two different types of SLA’s: Standard and Enhanced. They are both similar except for the fact that enhanced SLAs have additional capabilities that the standard SLAs don't have. Reference: Service Level Agreement Types.

17

Which of the below options are allotment types available for entitlements and entitlement templates? Select all that apply.

Answers:

A. Budgeted dollar amount
B. Coverage dates
C. Number of cases
D. Amount of time

C. Number of cases
D. Amount of time

With entitlements, you specify the support term based on either amount of time or number of cases. Reference: Create New Entitlements.

18

Which component listed cannot be associated with Entitlements?

Answers:

A. Products
B. Knowledge Base
C. Service Level Agreements
D. Accounts

B. Knowledge Base

In Microsoft Dynamics CRM, users have the ability to restrict entitlements based on specific conditions, such as limiting support to a specific product. You can also specify SLA’s to an entitlement record to provide different service levels to different entitlements. Reference: Apply Entitlements Cases and Associate Service Level Agreements.

19

Which of the following activities do entitlement channels consists of? Select all that apply.

Answers:

A. Phone calls
B. Face to Face
C. Emails
D. Twitter

A. Phone calls

C. Emails
D. Twitter

Entitlement channels allows a user to define different channels that a customer can use to create a new case and also define how many terms they can use on each channel. Entitlement channels include phone support, emails, and social media such as Twitter or Facebook. Reference: Entitlement Channels.

20

Which of the following statements defines Selection Rules?

Answers:

A. A Selection Rule specifies the amount of resources being utilized on a particular day.
B. A Selection Rule specifies the total amount of rules listed within the service calendar.
C. A Selection Rule specifies how users, facilities, or equipment should be combined.
D. A Selection Rule specifies how a service on the service calendar should be prioritized.

C. A Selection Rule specifies how users, facilities, or equipment should be combined.

A Selection Rule specifies how users, facilities, or equipment should be combined to perform a service. Selection rules can consider a combination of many factors, such as which resources can deliver a service, the schedule of required resources or whether the resources are from the same location. Reference: Selection Rules and Manage Service Activities.

21

Which of the service scheduling components below are used to track information about users, tools, equipment, rooms, and vehicles?

Answers:

A. Automatic scheduling performed by workflows
B. Capacity
C. Selection rule
D. Resources

D. Resources

In Microsoft Dynamics CRM, resources are people (users), facilities (room or hall), and equipment. A Selection Rule specifies how users, facilities, or equipment should be combined to perform a service. Capacity is a quantified unit that the organization defines. Reference: Selection Rules and Capacity Scheduling.

22

Which term listed below would be configured when an organization wants to provide the scheduling engine levels of the resources that are required and the level for these resources?

Answers:

A. Capacity
B. Work hours
C. Personal time
D. Billing rates

A. Capacity

Capacity would need to be configured when an organization wants to provide the scheduling engine levels of the resources that are required and the level for these resources. Capacity measures skill level and provides the ability to set capacity level and service specific limits for each service provided. Reference: Capacity Scheduling.

23

Which term listed below is a tool used to slice and dice data listed on the interactive dashboards?

Answers:

A. Slicer
B. Dicer
C. Visual Filter Flyout
D. FIlter Down Flyout

C. Visual Filter Flyout

Interactive charts provide a visual snapshot of key metrics related to the work items and also double up as visual filters, known as the Visual Filter Flyout, which allows agents to slice and dice the data. Reference: Multi Stream Dashboards.

24

Which of the following options are available when creating an interactive dashboard? Select all that apply.

Answers:

A. Multiple layouts
B. Single layout
C. Visual Filters section
D. Streams section

A. Multiple layouts
C. Visual Filters section
D. Streams section

Users can choose from four different layouts to build an interactive dashboard. Each type of dashboard contains different options in which to choose, each with diverse layouts, number of columns, and chart sizes. There is a Visual Filters section and a Streams section, each with their own components available. Reference: Interactive Dashboards.

25

Routing or adding cases to correct queues is imperative to which process listed below?

Answers:

A. Sales to Revenue
B. Service Overview
C. Work on Cases
D. Case Resolution

D. Case Resolution

Routing or adding cases to the correct queues is imperative to the Case Resolution process, so that the right people can get the right cases. This is why you are able to select a case or cases directly from the dashboard and add them to a specific queue. Reference: Manage Queues and Cases from Streams.

26

Which of the following components are part of the Integrated Agent Desktop within the Unified Service Desk in Microsoft Dynamics CRM? Select al that apply.

Answers:

A. Action Calls
B. Action Tabs
C. Configuration Lines
D. Session Lines

A. Action Calls
D. Session Lines

Action Calls are like function calls. They combine data from the session into parameters and passed to a control to do something. Session Lines are rules and definitions that display session items and are used for naming the tab representing the session, alerts, and displaying important overview data. Reference: Integrated Agent Desktop.

27

What kind of framework does the Unified Service Desk have?

Answers:

A. Entity-based
B. Developer-based
C. Configuration-based
D. Session-based

C. Configuration-based

The Unified Service Desk provides agents with a single service interface for accessing customer information in Microsoft Dynamics CRM and uses configuration-based framework for quickly building agent applications, which in turn can also be quickly configured per your organization requirements without using code. Reference: Unified Service Desk Overview.

28

Which of the following statements apply to the Unified Service Desk in Microsoft Dynamics CRM?

Answers:

A. The Unified Service Desk contains session-management capabilities.
B. The Unified Service Desk does not contain session-management capabilities.
C. The Unified Service Desk reduces operational complexity through chevron status bars.
D. The Unified Service Desk reduces operational complexity through agent scripts.

A. The Unified Service Desk contains session-management capabilities.
D. The Unified Service Desk reduces operational complexity through agent scripts.

The Unified Service Desk contains Session-management capabilities, where your agents can simultaneously handle multiple customer sessions and the application provides you with the ability to preserve contextual information in each session and secure access to data based on security in Microsoft Dynamics CRM. The Unified Service Desk also reduces operational complexity through agent scripts. Organizations can provide guidance to their customer service reps through standard instructions (called agent scripts). These describe what tasks to perform and how to do them, while also handling complex processes during customer interactions. Reference: Unified Service Desk Overview.

29

What report is best defined as to track service cases and explain why customers are contacting support?

Answers:

A. Neglected Cases
B. Case Summary Table
C. Service Activity Volume
D. Case Resolution Overview

B. Case Summary Table

The Case Summary Table reports on opened and resolved cases to help lower support calls and improve product or service. This report tracks service cases and tells you why customers are contacting support. The Neglected Cases Report identifies and takes action on cases that have been neglected. The Service Activity Volume Report shows the amount and length of service activities. Reference: Work with Service Reports.

30

Which of the following statements apply to Goal Management? Select all that apply.

Answers:

A. It can only be used for currency fields. Therefore, it is mainly useful for sales management.
B. A goal record must always have a goal owner.
C. Goals can only be defined for fiscal periods.
D. Goals can be defined for most record types and for both fiscal and custom periods.

B. A goal record must always have a goal owner.
D. Goals can be defined for most record types and for both fiscal and custom periods.

Goals can be defined for most record types and for both fiscal and custom periods. They must always have a goal owner and can be used on various field types. Reference: Create Monthly Goals for Case Records.