Customer Service Exam Week 1

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

a. Resolutions
b. Posts
c. Activities
d. Records
2. Which activity can be created when the Resolve Case functionality is used in Microsoft Dynamics
CRM?
a. Case Resolution
b. Closed Case Channel
c. Customer Support
d. Queue Item
3. Which of the following terms are basic record types within the Customer Service module of
Microsoft dynamics CRM? Select all that apply.
a. Opportunities
b. Customer Records
c. Activities
d. Scheduling Module
4. Which of the following statements apply to case records?
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.
5. Your company mandates all cases to be tracked in CRM. A customer opens a case by mistake,
what should you do with the case?
a. Delete the Case
b. Place the Case on hold
c. Cancel the Case
6. Which of the following statements apply to Business Process Flows? Select all that apply.
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.
7. Which of the following apply to Case Routing Rules?
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.

8. Your organization allows parent child cases. However you need to make sure that all child
cases are closed before the parent is closed. What should you do so that child cases dont get
closed alongside the parent case?
a. Configure CRM to close all child cases when the parent case get closed
b. Leave the default setting on case closure
c. Configure CRM so and choose Dont allow parent case closure until all child cases are
closed option
9. If a case is resolved, reactivated, and then resolved again, which of the following statements is
true?
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.
10. What is a hierarchical list of subjects an organization can use to classify service cases and other
records in Microsoft Dynamics CRM is called?
a. Knowledge Base
b. Knowledge Tree
c. Product Catalog
d. Subject Tree
11. Which list of the below statuses are all valid status values for Knowledge Base articles?
a. Draft, Unpublished, Deleted, and Published
b. Draft, Submitted, Published
c. Draft, Unapproved, Published
d. Draft, Unapproved, Published, Inactive
12. Which of the following statements apply to the maintenance of Knowledge Base article
templates? Select all that apply.
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.
13. Which types of records can be assigned to queues?
a. Service Activities
b. Accounts
c. All record types
d. Cases
14. Which functionality within the Queues command bar must be used to allow someone else to
work on an item?
a. Release
b. Remove
c. Reroute
d. Share
15. When a queue is first created, what is the initial status of that queue?
a. Draft

b. Active
c. Routed
d. Unapproved