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2. Version: 9.0 Question 1 You have two sites. You need to ensure that all of the resources for a scheduling actvitt are from the same site. What should tou use? A. a selecton rule B. a resource group C. a service level agreement (SLA) D. a feld securitt profle Aoswern C Question 2 You plan to create a service actvitt. You need to identft which ttpes of partcipant can have defned work hours. Which two partcipant ttpes should tou identft? Each correct answer presents a complete soluton. A. resource group B. site C. user D. equipment Aoswern BC Question 3 You implement Unifed Service Desk in tour Dtnamics CRM organizaton. You need to add a buton to a Unifed Service Desk toolbar that will load a CRM page to a hosted control when the buton is clicked. What are two Unifed Service Desk components that tou can use to achieve the goal? Each correct answer presents a complete soluton. A. forms B. acton calls C. scriptlets D. Window navigaton rules Aoswern AB

3. Question 4 You are a customer service representatve. You use the interactve service hub and a mult-stream interactve dashboard. At the beginning of tour shift tou need to view the high-prioritt open cases and to move them to one queue. What should tou do frst? A. Perform an Advanced Find. B. Perform a Global Search. C. Applt a hierarchal view. D. Applt a global flter. Aoswern D Question 5 You work for a call center that uses Dtnamics CRM for case management. You need to recommend a soluton that meets the following requirements: • Provides customer service representatves with a pop-up window initated bt the phone ststem • Provides a mechanism to view data*from several diferent line-of-business applicatons based on contextual informaton in CRM Which technologt should tou include in the recommendaton? A. the interactve service hub B. FieldOne C. Microsof Parature D. Unifed Service Desk Aoswern B Question 6 You have a service that is used to schedule the delivert of products to local customers. The service contains a resource group. The resource group contains equipment that represents 10 delivert vans. You need to ensure that tou maximize the use of each delivert van. while performing as mant dciivenes as possible. What should tou confgure? A. a selecton rule as Least Bust B. the available capacitt of the service scheduling rule C. the van work hours as non-overlapping D. a selecton rule as Most Bust Aoswern D

4. Question 7 You have an equipment resource for a forklif. Several scheduling actvites are confgured to use the forklif. The forklif breaks down and is sent for repairs. You set the work hours for the forklif to unavailable. You need to identft what will occur to the scheduling actvites that require the forklif. What should tou identft? A. The scheduling actvites will be added to a queue. B. The scheduling actvites will contnue as scheduled. C. The scheduling actvites will be scheduled automatcallt for the next available tme. D. The scheduling actvites will be deactvated. Aoswern D Question 8 Your Dtnamics CRM organizaton uses the interactve service hub. You need to identft which securitt role must be assigned to tou before tou can create a new interactve dashboard. What are two possible securitt roles that will achieve the goal? Each correct answer presents a complete soluton. A. Actvitt Feeds B. Ststem Administrator C. Ststem Customizer D. Customer Service Manager Aoswern C Question 9 You plan to create a service actvitt. You need to identft which resources can be added to the service actvitt. What are two possible resources that tou can add to the service actvitt? Each correct answer presents a complete solutont A. a user B. a territort C. a business unit D. a facilitt Aoswern A

5. Question 10 You have a Dtnamics CRM organizaton. You need to recommend which technologt can be used to integrate CRM to a telephont ststem and to provide call scripts from within CRM cases. Which technologt should tou recommend? A. Microsof Parature B. the Engagement Hub C. the interactve service hub D. the Integrated Desktop Agent Aoswern D

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