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You create a new case to which an enhanced service level agreement (SLA) is applied- The SLA states that the case will be resolved in two hours.
You work on the case for 20 minutes, and then you discover that you require a password from the customer. The customer is unavailable, so you change the status reason of the case to On Hold.
Forty minutes later, the customer sends you the password and you change the status reason of the case to In Progress.
You work on the case for 30 minutes, and then you change the case s status reason to On Hold, while you wait for a response from the customer. Twenty minutes later, you receive a response from the customer and you change the case s status reason to In Progress.
You work on the case for an additional 30 minutes, and then you change the case s status reason to Resolved. How many minutes will the Resolve By KPI display for this case?
You need to identify how many default service level agreements (SLAs) you can have in a Dynamics CRM organization. What should you identify?
A. one per organization
B. one per customer
C. one per entitlement
D. one per SLA item
You implement Unified Service Desk in your Dynamics CRM organization.
You need to add a button to a Unified Service Desk toolbar that will load a CRM page to a hosted control when the button is clicked.
What are two Unified Service Desk components that you can use to achieve the goal? Each correct answer presents a complete solution.
B. action calls
D. Window navigation rules
You are a customer service representative.
You use the interactive service hub and a multi-stream interactive dashboard.
At the beginning of your shift, you need to view the high-priority open cases and to move them to one queue. What should you do first?
A. Perform an Advanced Find.
B. Perform a Global Search.
C. Apply a hierarchal view.
D. Apply a global filter.
You work for a call center that uses Dynamics CRM for case management. You need to recommend a solution that meets the following requirements:
• Provides customer service representatives with a pop-up window initiated by the phone system
• Provides a mechanism to view data*from several different line-of-business applications based on contextual information in CRM
Which technology should you include in the recommendation?
A. the interactive service hub
C. Microsoft Parature
D. Unified Service Desk
You have a service that is used to schedule the delivery of products to local customers. The service contains a resource group. The resource group contains equipment that represents 10 delivery vans.
You need to ensure that you maximize the use of each delivery van. while performing as many dciivenes as possible.
What should you configure?
A. a selection rule as Least Busy
B. the available capacity of the service scheduling rule
C. the van work hours as non-overlapping
D. a selection rule as Most Busy
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