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LAB MANUAL
CONTENTS
Test Your Knowledge Module 1 ......................................................................................................................... 4
Test Your Knowledge Questions ........................................................................................................................ 4
Module 2: Case Management ............................................................................................................................. 6
Practice Module 2 ............................................................................................................................................................ 6
LAB 2.1 CREATE A CASE .............................................................................................................................................. 6
Lab 2.2 RESOLVE AND REACTIVATE A CASE ............................................................................................................. 6
LAB 2.3 CASE ROUTING RULE CREATION ................................................................................................................. 7
LAB 2.4 PARENT/CHILD CASES .................................................................................................................................. 9
Test Your Knowledge Questions ...................................................................................................................... 11
Module 3: Knowledge Base ............................................................................................................................... 13
Practice Module 3 .......................................................................................................................................................... 13
LAB 3.1 SUBJECT TREE MANAGEMENT.................................................................................................................... 13
LAB 3.2 KNOWLEDGE BASE ARTICLE TEMPLATES .................................................................................................. 13
LAB 3.3 CREATE A KNOWLEDGE BASE ARTICLE ..................................................................................................... 14
Test Your Knowledge Module 3 .................................................................................................................................. 16
Module 4: Queue Management ....................................................................................................................... 17
Practice Module 4 .......................................................................................................................................................... 17
LAB 4.1: CREATE AND MANAGE A QUEUE .............................................................................................................. 17
b. LAB 4.2: MANAGE QUEUE ITEMS ...................................................................................................................... 18
Test Your Knowledge .................................................................................................................................................... 19
Module 5: Service Level Agreements ............................................................................................................... 20
Practice Module 5 .......................................................................................................................................................... 20
LAB 5.1: CREATE AND ACTIVATE AN SLA ................................................................................................................ 20
Test Your Knowledge .................................................................................................................................................... 23
Module 6: Entitlements ..................................................................................................................................... 24
Practice Module 6 .......................................................................................................................................................... 24
LAB 6.1: CREATE AN ENTITLEMENT TEMPLATE WITH CHANNELS ...................................................................... 24
LAB 6.2 CREATE AND MANAGE AN ENTITLEMENT ............................................................................................... 25
Test Your Knowledge .................................................................................................................................................... 28
Module 7: Interactive Service Hub ................................................................................................................... 29
Practice Module 7 .......................................................................................................................................................... 29
LAB 7.1 CREATE AN INTERACTICE DASHBOARD ................................................................................................... 29
Test Your Knowledge .................................................................................................................................................... 31
Module 8: Unified Service Desk ........................................................................................................................ 32
Test Your Knowledge .................................................................................................................................................... 32
Module 9: Service Management Analysis ....................................................................................................... 34
Practice Module 9 .......................................................................................................................................................... 34
LAB CONFIGURE THE CASE SUMMARY TABLE REPORT ........................................................................................ 34
LAB 9.2 CREATE A SERVICE GOAL ............................................................................................................................ 34
Test Your Knowledge .................................................................................................................................................... 37
Module 1: Introduction to Service Management
Test Your Knowledge Module 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
Test Your Knowledge Questions
1. Define what CRM considers interactions between a business and their customers?
A. Resolutions
B. Posts
C. Activities
D. Records
Explanation - Lesson 1.2: Basic Record Types- 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.
2. Which type of basic service entity is used to specify the amount of support a customer is provided?
A. Entitlement
B. Entitlement Channel
C. Service Level Agreement
D. Queue
Explanation - Lesson 1.2: Basic Record Types- Entitlements are used to specify the amount of support a customer is entitled to or provided, whereas entitlement channels specify the type of service (phone, social, etc.). Service Level Agreements define the level of service your organization agrees to offer a customer and queues are a place where cases are waiting to be processed and worked on.
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. Accounts
C. Activities
D. Scheduling Module
Explanation - Lesson 1.2: Basic Record Types- The following include the basic record types within the Customer Service module of Microsoft Dynamics CRM: Accounts, 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.
Module 2: Case Management
Practice Module 2
LAB 2.1 CREATE A CASE
Scenario:
Nancy Anderson, from Adventure Works, called customer service and has an issue with a damaged shipment.
High Level Steps:
1) Create the Case using the standard case form.
Detailed Steps:
1) Create the Case using the standard case form
a. On the main application Navigation Bar, click the Entity Option Bars and then click Service.
b. From the Service option, click Cases.
c. From the command bar, click New Case
d. Within the Case form, enter needed information:
• Customer: Adventure Works (sample)
• Case Title: Damaged Shipment
• Subject: Service
• Contact: Nancy Anderson (sample)
• Origin: Phone
e. Scroll down do the Additional Details section and select Problem for the Case Type.
f. Click Save.
Lab 2.2 RESOLVE AND REACTIVATE A CASE
Scenario:
Adventure Works submitted a support case via email entitled “Damaged rim on road series bike”. As a customer service representative (CSR), you received the email and need to enter the case into Microsoft Dynamics CRM. You tried calling the customer but ended up leaving a voicemail with the instructions, however, you also followed up by emailing the instructions to the customer, so you then thought the case was resolved. After resolving the case, the customer called back with questions, so the case now needs to be reopened and handled properly. You take the case through the proper case resolution process and finally close the case when all issues are resolved.
High Level Steps:
1) Create the case
2) Add a phone call activity to the case.
3) Resolve the case.
4) Reactivate, modify, and resolve the case.
Detailed Steps:
1) Create the case.
a) On the main application command bar, click the Entity Selector, and click Service.
b) Hover over the Services button on the command bar, click Cases.
c) On the Cases menu bar, click New Case.
d) In the Title box, type Damaged rim on road series bike.
e) In the Subject box, type Service.
f) In the Customer box, click the Lookup icon.
g) In the Look Up Record window, type Adventure Works and select the account.
h) In the Case Type drop-down list, select Problem.
i) In the Case Origin drop-down list, select E-mail.
j) Click Save.
k) Within the Interaction Wall, click the Notes tab.
l) Click the Enter a Note text box, and then type Customer would like a replacement rim.
m) Click Done.
2) Add a phone call activity to the case.
a) On the case forms Interaction Wall, click Activities.
b) On the Actions toolbar, click Add Phone Call.
c) In the Description Box, type Called Adventure Works to gather additional details.
d) Place a checkmark in the Left Voicemail check box and click OK.
3) Resolve the case.
a) On the case forms Command Bar, click Resolve Case.
b) In the Resolve Case dialog box, select Information Provided for the Resolution Type.
c) In the Resolution box, type Emailed customer.
d) In the Billable Time drop-down list, select 5 minutes and then click Resolve.
e) Click Cases in the command bar.
f) On the list of cases, change the View to My Resolved Cases.
4) Reactivate, modify, and resolve the case.
a) From the My Resolved Cases view, reopen the case that was just resolved.
b) On the Case Menu Bar, click Reactivate Case.
c) On the Process Bar, click Next Stage until you are on the Research stage.
d) On the Research stage in the Similar Cases field, click Find.
e) In the Find Similar Cases dialog, select case titled Product service time (sample) and click Found a Solution.
f) Click Next Stage.
g) On the Resolve stage, in the Resolve Case field, click Mark Resolved.
h) On the Resolve a Case resolution window, in the Resolution field, type Talked to customer and sent a new part.
i) In Billable Time, type 10 Minutes.
j) Click Resolve to resolve the case.
LAB 2.3 CASE ROUTING RULE CREATION
Scenario:
Lately there has been an influx of cases where there have been problems regarding specific cases that have needed to be escalated. You decide that it would be more efficient if there were two different support queues
with the first containing all high priority issues, and the second containing all other support issues. After getting routing rules successfully set up, you want to verify that it is working properly.
High Level Steps:
1) Create a case routing rule.
2) Create routing rule items by specifying criteria.
3) Verify the routing rule works properly.
Detailed Steps:
1) Create a case routing rule.
a) From your web browser, ensure you are logged into your CRM environment.
b) On the main application Navigation Bar, click the Entity Option Bars and then click Settings.
c) From the Settings option, click Service Management.
d) Select Routing Rule Sets from the Case Settings with Record Creation and Update Rules section.
e) From the command bar, click New to create a new routing rule set.
f) Enter a new Routing Rule Set Name of Urgent Issue Routing.
g) Click Save.
2) Create routing rule items by specifying criteria.
a) Under the Rules Items sub grid, click the [+] button to add a new item.
b) For the Name field, type Problems with Delivery.
c) Under the Rule Criteria section, add the IF Conditions criteria:
• Click Select and select the Case entity.
• Click Select and choose the Subject field.
• Click Select and choose Equals.
• Click Enter Value and select Delivery as the subject.
• For a second condition, click Select and select the Case entity again.
• Click Select and choose the Case Type field.
• Click Select and choose Equals.
• Click Select and select Problem as the subject.
• Select the arrow by each row and click Select Row.
• Once the rows are both highlighted, click Group OR in the Rule Criteria header bar.
• To add a third condition to the group, click the arrow within the OR box and select Add Clause.
• Click Select and choose the Customer (Account) entity.
• Click Select and choose the Industry field.
• Click Select and choose Equals.
• Click Enter Value and select Accounting, Consulting, and Business Services.
i. Click the [>>] button to add the values to the Selected Values list.
ii. Click OK to add the values to the condition.
• Select the bottom two populated rows and click Select Row for each one.
• Once both rows are highlighted, click the Group AND button.
d) Under the Rule Criteria section, add the criteria for the THEN Conditions:
• For the Route To field, click Queue to route the case to a queue instead of a user.
• For the Add to Queue field, select the High Priority queue.
e) Click Save and Close to complete the rule item.
f) Under the Rules Items sub grid, click the [+] button to add a new item.
g) Type the information needed for the new rule item:
• Name: Basic Issue Routing
• Under the Rule Criteria section, add the IF Conditions criteria:
i. Click Select and select the Case entity.
ii. Click Select and choose the Case Type field.
iii. Click Select and choose Equals.
iv. Click Enter Value and select the Question and Request values.
o Click the [>>] button to add the values to the list
o Click OK to add the values.
• Under the Rule Criteria section, add the criteria for the THEN Conditions:
v. For the Route To field, click Queue to route the case to a queue.
vi. For the Add to Queue field, select the Tier One Customer Support queue.
• Click Save and Close to complete the rule item.
h) Highlight the Basic Issue Routing rule item.
i) Click the Activate button.
j) Click Activate to confirm the activation.
3) Verify the routing rule works properly.
a) To test the new rule, click the Quick Create button in the main application Navigation Bar.
b) Select Case under the Records column.
c) Fill out the new case information:
• Customer: A. Datum Corporation (sample)
• Case Title: Domestic Delivery Issue
• Subject: Delivery
• Case Type: Problem
• Assign to Others: Connie Watson
d) Click Save.
e) Click the View button in the confirmation popup window to see the case record.
f) Click Save & Route button in the command bar.
g) Click Route to confirm that you want to apply the new routing rule to that case.
h) Click the down arrow by Service in the main application Navigation Bar.
i) Click Queues under the Service column.
j) Under the Queue field, change the queue to High Priority.
k) In the view selector, verify the view displays All Items to see the cases in the queue. You should see the case you just created in this queue.
LAB 2.4 PARENT/CHILD CASES
Scenario:
You work Customer Support for a software company. Your company has recently upgraded their system and you have received many cases from different clients about the same issue. After the developers have figured out what the issue is, they plan to fix it with the next release. Instead of having to resolve all of these cases one-by-one, you’d like to be able to close all cases regarding this specific issue at one time.
High Level Steps:
1) Configure Parent/Child case settings
2) Create child case from existing case
Detailed Steps:
1) Configure Parent/Child case settings.
a) From your web browser, ensure you are logged into your CRM environment.
b) On the main application Navigation Bar, click the Entity Option Bars and then Settings.
c) From the Settings entity, click Service Management.
d) Select Parent and Child Case Settings under the Case Settings with Record Creation and update Rules section.
e) From the Available Attributes box, verify the following attributes are selected: Case Type, Case Title, Contact, First Response By, Entitlement, and Priority.
i. Select the value then click the [>>] button to add it to the Selected Attributes list.
f) Check the Specify closure preference box and select the Close all child cases when parent case is closed option for easily closing similar cases.
g) Click OK to save the parent/child case settings.
2) Create a child case from existing case.
a) On the main application Navigation Bar, click the Entity Option Bars and then click Service.
b) Under the Services column, click Cases.
c) Double-click to open the Missing parts (sample) case.
d) Within the Case Details section, add Rene Valdes (sample) as a contact.
e) Click Save.
f) Click Create Child Case and then click Save.
g) To view child cases, click the tab selector button and select Case Relationships.
h) Under the Child Cases sub grid, click the Missing parts (sample) case to open it.
i) Click the tab selector button again and select Additional Details to view the parent case.
j) Navigate back to the parent case by clicking the Missing parts (sample) case hyperlink.
k) Click Resolve Case to resolve the parent case.
l) Click Confirm to reiterate your decision to resolve the case.
m) Within the Resolve Case window, type Went on site to fix the issue for the Resolution.
n) Change Billable Time to display 1 Hour.
o) Click Resolve to resolve the parent case along with all related child cases.
p) Click the tab selector and select Case Relationships to verify the child case is also resolved.
Test Your Knowledge Questions
1. What two valid actions can be performed by Case Routing Rules?
a. Case records can be assigned to a contact.
b. Case records can be routed to a queue.
c. Case records be emailed to co-workers.
d. Case records can be assigned to a user or team.
Explanation - Lesson 2.6: Case Routing Rules- The valid actions that can be taken by case routing rules are that cases can be routed to a queue or they can be assigned to a user or team. Cases cannot be assigned to a contact record and they cannot be emailed to co-workers using case routing rules. An additional workflow would have to be created to facilitate emailing the case.
2. Which type of activity is 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
Explanation - Lesson 2.5: Case Resolution Process- 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.
3. Which of the following statements are TRUE for case routing rules? Select two.
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.
Explanation - Lesson 2.6: Case Routing Rules- 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.
4. If a case is resolved, reactivated, and then resolved again, which of the following statement below 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.
Explanation
Lesson 2.5: Case Resolution Process- 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.
Module 3: Knowledge Base
Practice Module 3
LAB 3.1 SUBJECT TREE MANAGEMENT
Scenario:
After resolving several cases about delivery issues and not being able to find anything in the subject tree to help resolve the case, you decide that you will create a new subject for future cases dealing with different delivery type issues.
High Level Steps:
1) Create a new subject named “Overseas”.
2) Create a new subject named “Domestic”.
3) Add a child subject named “EMEA”.
Detailed Steps:
1) Create a new subject named “Overseas”.
a) From your web browser, ensure you are logged into your CRM environment.
b) On the main application Navigation Bar, click the Entity Option Bars and then click Settings.
c) From the Settings option, click Service Management.
d) Select Subjects under the Case Settings with Record Creation and Update Rules section.
e) Expand Service within the subject tree and highlight Delivery.
f) Click Add a Subject from the Common Tasks pane.
g) In the New Subject window, provide a Subject Title of Overseas.
h) Click Add to finish adding the new subject.
2) Create a new subject named “Domestic”.
a) Expand Service within the subject tree and highlight Delivery again.
b) Click Add a Subject from the Common Tasks pane.
c) In the New Subject window, provide a Subject Title of Domestic.
d) Click Add to finish adding the new subject.
e) Expand the Service and Delivery tabs to see the two new subjects created.
3) Add a new child subject named “EMEA”.
a) To add a child subject to the ‘Overseas’ subject, highlight and select Overseas.
b) Click Add a Subject from the Common Tasks pane.
c) In the New Subject window, provide a subject title of EMEA.
d) Click Add to finish adding the new child subject.
LAB 3.2 KNOWLEDGE BASE ARTICLE TEMPLATES
Scenario:
As a new Customer Service Manager, you want all new knowledge base articles created based off of a new, cleaner template, but also do not want to impact search results for already existing articles.
High Level Steps:
1) Create and format a new knowledge base template.
Detailed Steps:
1) Create and format a new knowledge base template
a) From your web browser, ensure you are logged into your CRM environment.
b) On the main application Navigation Bar, click the Entity Option Bars and then click Settings.
c) From the Settings option under the Business column, click Templates.
d) Select Article Templates from the Templates area.
e) Click the New button in the command bar.
f) In the Article Template Properties window, provide a Template Title of Customer Facing KB Article and click OK.
g) In the formatting ribbon, select Title from the Modify dropdown list.
h) Change the font to Verdana.
i) Change the font size to 18 point.
j) Change the font color to the blue color on the bottom-right of the spectrum.
k) In the Common Tasks pane, click Add a Section.
l) Provide a section title named Overview and click OK.
m) In the ribbon, select Section Heading from the Modify dropdown list.
n) Select navy blue for a different font color.
o) Change the font to Verdana.
p) In the formatting ribbon, select Body Text from the Modify dropdown list.
q) Change the font to Verdana.
r) In the Common Tasks pane, click Add a Section again.
s) Provide a Section Title named Details and click OK.
t) In the Common Tasks pane, click Section Properties.
 From the Section Properties window, add the following as instructions: Please enter important details about the support article resolution process. Make sure that you provide step-by-step instructions.
u) Click OK.
v) Click Save and Close.
LAB 3.3 CREATE A KNOWLEDGE BASE ARTICLE
Scenario:
A Quality Control manager informs a Service Representative that there is a flaw with a line of quick release brakes and asks him to create a Knowledge Base article. The CSR creates the article by using the Solution to a Problem article template and wants to inform customers that the company has decided to offer a free replacement for all defective quick release brakes. To qualify for this offer, customers are required to provide
their account information and a time and date they want to have the defective brakes collected and replaced with a new model.
High Level Steps:
1) Create a new knowledge base article.
2) Submit and approve the article.
Detailed Steps:
1) Create a new Knowledge Base article
a) On the main application Navigation Bar, click the Entity Option Bars and then Service.
b) From the Service entity under the Collateral column, click Articles.
c) Click New.
d) In the Select a Template dialog box, click Solution to a Problem and then click OK. This displays the New Article form.
e) In the Title box, type Quick Release Brakes.
f) In the Subject box, click the Lookup icon to search for an appropriate subject.
 In the Subject Lookup window, expand Service and select Maintenance.
 Click OK.
g) In the Key Words field, type brakes.
h) In the text area, click in the Problem field and type Problem with quick release brakes.
i) Click in the Solution field and type Ask the customer for their information and a time and date to replace the brakes.
j) Click Save. The article is saved with a status value of Draft.
2) Submit and approve the article.
a) Click the Submit button in the command bar. The article status changes to Unapproved and now displays an article number below the title.
b) Click Approve. The article status changes to Published and the article will now be visible to all users and appear in search results.
Test Your Knowledge Module 3
1) What is a hierarchical list of subjects an organization can use to classify service cases and other records in Microsoft Dynamics CRM?
a. Knowledge Base
b. Knowledge Tree
c. Product Catalog
d. Subject Tree
Explanation - Lesson 3.5: Searching for Knowledge base Articles- 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.
2. During its lifecycle, a knowledge base article can be in which of the following set of states listed?
a. Draft, Unpublished, Deleted, Published
b. Draft, Submitted, Published
c. Draft, Unapproved, Published
d. Draft, Approved, Published, Inactive
Explanation - Lesson 3.4: Creating Knowledge Base Articles- 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. If you choose to not approve an article that has already been approved, you can un-publish it.
3. Which of the following statements are TRUE about the maintenance of knowledge base article templates? Choose two.
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.
Explanation - Lesson 3.2: Working with Article Templates- Working with Article Templates- Article templates can be deleted if there are no articles based on the article templates and can be deactivated at any time.
Module 4: Queue Management
Practice Module 4
LAB 4.1: CREATE AND MANAGE A QUEUE
Scenario:
As the Customer Service Manager, you need to organize cases to go into certain ‘buckets’ so the appropriate people can work on them. You need to create a specific queue to help organize the influx of Tier Two Support cases for more basic tasks for newer agent. After creating the new Tier Two Support queue, you will want to verify that it will be worked on by the appropriate customer support agents by manually re-assigning a case.
High Level Steps:
1) Create a Tier Two Support queue.
2) Add a case to the Tier Two Support queue.
Detailed Steps:
1. Create a Tier Two Support queue.
a) From your web browser, ensure you are logged into your CRM environment.
b) On the main application Navigation Bar, click the Entity Option Bars and then click Settings.
c) From the Settings option and select Service Management.
d) Select Queues under the Case Settings with Record Creation and Update Rules section.
e) From the command bar, click the New button to create the queue.
f) On the Queue form, populate the following fields:
 Name: Tier Two Support
 Type: Public
 Incoming Email: support@contoso.com
g) In the command bar, click Save.
h) Once saved, navigate to the Email Settings section.
i) For the Convert Incoming Email to Activate field, select All email messages.
j) Click the Email Activity Conversion button in the command bar to select which emails you want brought into the queue.
k) In the New Record Creation and Update Rule window, populate the following fields:
 Name: Email Processing Details
 Source Type: Email
 Queue: Tier Two Support
 Click Save and Close.
l) Click Save to save the Tier Two Support queue.
m) Click the Approve Email button in the command bar to approve that email from other exchange servers will now have access to the email you provided.
a. Add a case to the Tier Two Support queue.
a. From your web browser, ensure you are logged into your CRM environment.
b. On the main application Navigation Bar, click the Entity Option Bars and then click Service.
c. From the Service option, click Cases.
d. From the Cases page, select and open the Maintenance Required (sample) case.
e. From the command bar, click the Add to Queue button.
f. In the Add to Queue window, type in Tier Two and hit ENTER.
g. Select the Tier Two Support queue and click Add.
h. To verify the case is added to the queue, click the Queue Item Details button in the command bar.
b. LAB 4.2: MANAGE QUEUE ITEMS
c. Scenario:
d. While working in a support queue, you select cases that you know how to resolve. After choosing a case, you must show other CSR’s that you are working on the case. If you find out you are not able to resolve the case, you must release it so it can be available to other agents.
e. High Level Steps:
f. Choose a case in which to claim ownership.
g. Release the case.
h. Detailed Steps:
i. Choose a case in which to claim ownership.
a. From your web browser, ensure you are logged into your CRM environment.
b. On the main application Navigation Bar, click the Entity Option Bars and then click Service.
c. From the Service option, click Queues.
d. From the Queues page, adjust the view to show Cases Available to Work On.
e. Modify the Queue to display All Queues.
f. Select the Noise from product (sample) case.
g. From the command bar, click the Pick button.
h. Click Pick to confirm. Notice the case has been removed from that view.
j. Release the case.
a. From the Queues page, adjust the view to show Cases I am Working On.
b. Select the Noise from product (sample) case.
c. From the command bar, click the Release button.
d. Click Release to confirm. Notice the case has been removed from that view and is now available to be worked on by other CSR’s.
Test Your Knowledge
1. What type of records can be assigned to queues?
a) Service Activities
b) Accounts
c) All record types
d) Cases
Explanation - Lesson 4.1: System and Personal Queues- 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.
2. Which action in the Queues command bar must be used to allow someone else to work on an item?
a. Release
b. Remove
c. Reroute
d. Share
Explanation - Lesson 4.5: Queue Items: Release and Remove- 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.
3. When a queue is created, what is the initial status of that queue?
a. Draft
b. Active
c. Routed
d. Unapproved
Explanation - Lesson 4.2: Creating and Maintaining Queues- When a queue is created it has the initial status of Active.
Module 5: Service Level Agreements
Practice Module 5
LAB 5.1: CREATE AND ACTIVATE AN SLA
Scenario:
You need to create a new Service Level Agreement for a client. The SLA must have a failure time of 2 minutes if a response is not sent right away, with a warning at the halfway mark. If the case fails, a new email needs to automatically be created and sent to inform the responsible contact that the case has indeed failed. You also need to add a Resolution Time to the SLA. Within the Resolution Details, they want you to mark the case as failed if it is not resolved within 10 minutes with a warning at the halfway mark again. After completed, set this SLA as the default and verify it works by creating a new case and tying it to the newly created SLA.
High Level Steps:
1) Create a new service level agreement (SLA).
2) Modify the SLA details.
3) Create a case and tie it to the SLA.
Detailed Steps
1) Create a new service level agreement (SLA).
a) From your web browser, ensure you are logged into your CRM environment.
b) On the main application Navigation Bar, click the Entity Option Bars and then click Settings.
c) From the Settings option select Service Management.
d) Select Service Level Agreements under the Service Terms section.
e) From the command bar, click the New button to create the SLA.
f) From the SLA form, populate the following information:
 Name: Enhanced SLA Sample
 Applicable From: Created On
 SLA Type: Enhanced
 Allow Pause and Resume: Allow
g) Click Save up in the command bar.
2) Modify the SLA details.
a) Within the SLA form under the SLA Details section, click the [+] button.
b) In the New SLA Item window, provide an item name of First Response.
c) Under the Success Criteria section, identify what constitutes success:
 Click Select and select the Case entity.
 Click Select and choose First Response Sent.
 Click Select and choose Equals.
 Click Enter Value and select Yes as the value.
d) Under the SLA Item Failure section, type a Failure After time of 2 minutes.
e) Under the SLA Item Warning section, change the Warn After time to 1 minute.
f) Click Save.
g) Back under the SLA Item Failure section, indicate the Failure Actions by clicking Add Step.
 Choose Send Email and leave the Create New Message choice.
 Click the Set Properties button.
 From the Send Email Properties window, click the From field and dynamically populate who the email is FROM by doing the following:
i) Within the Form Assistant, click the first arrow under Look For.
ii) Verify that Case is selected.
iii) Click the second arrow under Look For.
iv) Select Owner.
v) Click Add to add the owner of the case.
vi) Click OK to add the dynamic field to the form.
 Click the To field and dynamically populate who the email is TO by doing the following:
i) Click the first arrow under Look For and verify that Case is selected.
ii) Click the second arrow under Look For.
iii) Select Responsible Contact.
iv) Click Add to the contact responsible for the case.
v) Click the second arrow under Look For again.
vi) Select Customer.
vii) Click Add to add the customer of the case if the Responsible Contact is blank.
viii) Click OK to add the dynamic fields to the form.
 Click the Subject field and type Apologies.
 Populate the body of the email by doing the following:
ix) Type a salutation of Dear. Be sure to place a space and a comma after the salutation.
x) Click after the space of the salutation and before the comma.
xi) Within the Form Assistant, click the first arrow under Look For.
xii) Select Responsible Contact (Contact).
xiii) Click the second arrow under Look For.
xiv) Select First Name.
xv) Click Add to the first name of the contact responsible for the case.
xvi) Click the first arrow under Look For again.
xvii) Select Customer (Account).
xviii) Click the second arrow under Look For again.
xix) Select Account Name.
xx) Click Add to add the Account Name if the Responsible Contact is blank.
xxi) Click OK to save the dynamically populated name field in the body.
xxii) Complete the body of the email by typing Apologies… we’ll get this taken care of for you as soon as possible.
h) Click Save and Close to save the email properties.
i) Click Save and Close to save the SLA Details.
j) Within the Case form under the SLA Details section, click the [+] button to create another SLA Details record.
k) In the New SLA Item window, provide an item name of Resolution SLA.
l) Change the SLA KPI field dropdown to show Resolve by KPI.
m) Under the Success Criteria section, identify what constitutes success:
 Click Select and select the Case entity.
 Click Select and choose Status.
 Click Select and choose Equals.
 Click Enter Value and select Resolved as the value.
n) Under the SLA Item Failure section, manually change the Failure After time to 10 minutes.
o) Under the SLA Item Warning section, change the Warn After time to 5 minutes.
p) Click Save and Close to save the SLA Details.
q) From the command bar, click the Activate button.
r) Click Activate to confirm the activation of the SLA.
s) After activating the SLA, click the Set as Default button in the command bar.
3) Create a case and tie it to the SLA.
a) To apply the newly create SLA to a case, click the Quick Create button in the main application Navigation Bar.
b) Under the Records column, select Case.
c) From the Quick Create form, populate the basic information needed to create a new case:
 Customer: Alpine Ski House (sample)
 Case Title: Shipping Issues
 Case Type: Problem
 Contact: Paul Cannon (sample)
d) Click Save.
e) After saving the case record, a notification bar will appear. From there, click View Record.
f) Once in the case record, open the tab selector and click Enhanced SLA Details.
g) The Enhanced SLA Details tab is where you will be able to view the countdown to warnings, failures, and whether the case is non-compliant.
Test Your Knowledge
1. Which of the following are features of enhanced SLA’s? Select all that apply.
a. Unlimited in scope
b. Ability to pause SLA
c. Ability to track multiple cases at once
d. Ability to add success actions
Explanation - Lesson 5.3: Enhanced SLAs- Enhanced SLA’s feature the ability to pause the SLA and also add success actions. You cannot use them to track multiple cases at once and they are not unlimited in scope.
2. Which of the following options are expected levels of response for Service Level Agreements? Select all that apply.
a. Research Time
b. First Response Time
c. Resolution Time
d. Last Response Time
Explanation - Lesson 5.1: Creating SLAs- 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.
3. What is a valid action you can take on an SLA?
a. Delete Record
b. Update Record
c. Clone Record
d. Tag Record
Explanation - Lesson 5.4: Advanced SLA Details- SLA actions include update record, send emails, create records, assign records, and change statuses but do not offer the ability to tag record, delete a record, or clone a record.
Module 6: Entitlements
Practice Module 6
LAB 6.1: CREATE AN ENTITLEMENT TEMPLATE WITH CHANNELS
Scenario:
You need to create a new entitlement template for a client. The client wants a total of 2 support cases and needs to be able to mix and match the points of contact either from phone calls, via web, or through Twitter.
High Level Steps:
1) Create a new entitlement template.
2) Create entitlement channels tied to the entitlement.
3) Create product rules that will be enforced when used on cases.
Detailed Steps:
1) Create a new entitlement template.
a) From your web browser, ensure you are logged into your CRM environment.
b) On the main application Navigation Bar, click the Entity Option Bars and then click Settings.
c) From the Settings option select Service Management.
d) Select Entitlement Templates under the Templates section.
e) From the command bar, click the New button to create a new entitlement template.
f) From the Entitlement Template form, populate the following information:
 Entitlement Template Name: Entitlement with Channels Template
 Restrict based on entitlement terms: Yes
 Allocation Type: Number of cases
 Decrease Remaining: Case Resolution
 Total Terms: 2.00
g) Click Save.
2) Create entitlement channels tied to the entitlement.
a) Add a Channel by clicking the [+] button in the Entitlement Channels subgrid.
b) Select the Name field and select Phone.
c) For the Total Terms field, choose 2.00 to allow 2 phone calls.
d) Add another Entitlement Channel by clicking the [+] button again.
e) Select the Name field and select Web.
f) For the Total Terms field, choose 1.00 to allow one support case from the web.
g) Add another Entitlement Channel by clicking the [+] button.
h) Select the Name field and select Twitter.
i) For the Total Terms field, choose 1.00 to allow one support case from Twitter.
3) Add products to the entitlement that will be enforced when using cases.
a) Within the Products subgrid, add a product to associate by clicking the [+] button.
b) Click the Browse icon and select the CRM Online Enterprise (sample) product.
c) Add another product by clicking the [+] button again.
d) Click the Browse icon and select the CRM Online Professional (sample) product.
e) Add another product by clicking the [+] button.
f) Click the Browse icon and select the CRM Online Standard (sample) product.
g) Click the Save icon to verify the entitlement template has been saved.
LAB 6.2 CREATE AND MANAGE AN ENTITLEMENT
Scenario:
You need to create a new entitlement for Adventure Works based off a template you’ve previously created. After creating the entitlement, the client calls and changes their mind about needing the entitlement so you cancel the entitlement. Later, the client calls back and changes their mind about needing the entitlement discussed earlier, so you renew and activate the entitlement again.
A different client (Coho Winery) contacts you and also wants an entitlement. However, they do not have an entitlement template to be utilized. Adventure Works contacted you about an issue with their system being down so you now need to create a new case and link it to their newly created entitlement before working to resolve the case. Adventure Works contacts you again via Twitter just after you resolved the other case saying that more issues have arisen. You create a new case directly from the case record and also associate it with entitlement. You realize that case pertains to the same issue as before and you resolve the case.
High Level Steps
1) Create a new entitlement from an existing template.
2) Activate then cancel the entitlement.
3) Renew and activate the entitlement.
4) Create a new entitlement for Coho Winery.
5) Link a case to the entitlement.
6) Verify the remaining terms have been decremented.
Detailed Steps
1) Create a new entitlement from an existing template.
a) From your web browser, ensure you are logged into your CRM environment.
b) On the main application Navigation Bar, click the Entity Option Bars and then click Settings.
c) From the Settings option select Service Management.
d) Select Entitlements under the Service Terms section.
e) From the command bar, click the arrow on the New button and select From Template.
f) From the Select Template window, select the Entitlement with Channels Template and click Select.
g) From the Entitlement Template form, populate the information below that was not already brought over from the template:
 Name: Entitlement Agreement with Adventure Works
 Primary Customer: Adventure Works (sample)
 Start Date: 11/1/2015
 End Date: 12/1/2016
 Restrict bases on entitlement terms: Yes
h) Click Save. Upon saving, notice that the Entitlement Channels and Products that were set up on the template are now displayed.
i) Under the Contacts section, add a new contact to funnel the support requests from by clicking the [+] button.
j) Click the Browse icon and select Nancy Anderson (sample).
2) Activate then cancel the entitlement.
a) Click the Activate button in the command bar.
b) Click Activate to confirm the activation.
c) From the command bar, click the Cancel button.
d) Click Confirm to verify you want to cancel the entitlement.
e) While the entitlement is in Canceled status, click the Renew button on the command bar.
3) Renew and activate the entitlement.
a) Click Renew to confirm the renewal.
b) Click the Activate button in the command bar.
c) Click Activate to confirm the activation.
4) Create a new entitlement for Coho Winery.
a) From your web browser, ensure you are logged into your CRM environment.
b) On the main application Navigation Bar, click the Entity Option Bars and then click Settings.
c) From the Settings option and select Service Management.
d) Select Entitlements under the Service Terms section.
e) From the command bar, click the New button to create a new entitlement.
f) From the Entitlement Template form, populate the following information:
 Name: Coho Support Agreement
 Primary Customer: Coho Winery (sample)
 Start Date: 11/1/2015
 End Date: 12/1/2015
 Restrict bases on entitlement terms: Yes
 Allocation Type: Number of cases
 Decrease Remaining: Case Resolution
 Total Terms: 10.00
g) Click Save.
5) Link a case to the entitlement.
a) From your web browser, ensure you are logged into your CRM environment.
b) On the main application Navigation Bar, click the Entity Option Bars and then click Service.
c) From the Service option select Cases.
d) From the Cases page, click the New button in the command bar to create a new case.
e) Once in the Case form, provide the following information:
 Case Title: System Down
 Customer: Adventure Works (sample)
 Contact: Nancy Anderson (sample)
 Entitlement: Entitlement Agreement with Adventure Works
f) Click Save.
g) Click Resolve Case in the command bar.
h) From the Resolution window, type in the resolution of Step 1, Step 2…
i) Click Resolve.
j) From that case record, click the New button in the command bar to create another case.
k) Once in the new Case form, provide the following information:
 Case Title: More Systems are Down
 Customer: Adventure Works (sample)
 Origin: Twitter
 Contact: Nancy Anderson (sample)
 Entitlement: Entitlement Agreement with Adventure Works
l) Click Save.
m) Click Resolve Case in the command bar.
n) From the Resolution window, type in the resolution of Fixed issue.
o) Click Resolve to confirm the resolution.
6) Verify the remaining terms have been decremented.
a) Click the Entitlement Agreement with Adventure Works hyperlink in the Case Details section of the case form.
b) Notice that the under the Entitlement Terms section, the Remaining Terms field lists 0.00.
Test Your Knowledge
1. What are two allotment types available for entitlements and entitlement templates?
a. Budgeted dollar amount
b. Coverage dates
c. Number of cases
d. Amount of time
Explanation - Lesson 6.2: Creating New Entitlements- With entitlements, you must specify the support term based on either amount of time or number of cases.
2. Which component listed below cannot be associated with Entitlements?
a. Products
b. Knowledge Base
c. Service Level Agreements
d. Accounts
Explanation - Lesson 6.4: Advanced SLA Details, Lesson 6.5: SLA On-Demand, & Lesson 6.6: Managing Cases and SLAs- 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.
3. Which of the following activities are default types of entitlement channels? Select all that apply.
a. Phone calls
b. Face-to-face
c. Emails
d. Twitter
Explanation - Lesson 6.3: Entitlement Channels- 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.
Module 7: Interactive Service Hub
Practice Module 7
LAB 7.1 CREATE AN INTERACTICE DASHBOARD
Scenario: Josh Behl is the Customer Service Manager and wants to create a custom interactive dashboard.
Note: You must have Administrator or System Customizer security privileges to partake in this lab.
High Level Steps
1. Create a custom interactive dashboard.
2. Add streams to the dashboard.
3. Add charts to the dashboard.
Detailed Steps
1) Create a custom interactive dashboard.
a) Click the Entity Option Bars, select Settings and click Customizations.
b) From the Customizations page, click Customize the System.
c) Within the Default Solution pane in the Customization window, click Dashboards.
d) In the Command Bar, click New and select Interactive Experience Dashboard.
e) In the Dashboards Layout dialog, select the 2-Column Overview Dashboard layout, and then click Create. The new dashboard window appears.
f) Type Josh’s Custom Dashboard in the Name field and click Save.
2) Add streams to the dashboard.
a) Populate the following fields with the values listed below:
 Filter Entity: Case
 Entity View: Active Cases
 Filter By: Created On
 Time Frame: This month
b) Click within the bottom section under the tab labeled Streams.
c) Click the Add Stream icon.
 Within the Add Stream window, check the option that says Display an Entity View.
 Verify the Entity lists Case and the View Name displays Active Cases and click OK.
d) Click within the Streams section to add another stream.
 Within the Add Stream window, check the option that says Display an Entity View.
 Verify the Entity lists Case and edit the View Name to show Active Cases Opened in the Last 7 days.
 Click OK.
e) Click within the Streams section again.
 Within the Add Stream window, check the option that says Display a Queue.
 For the Queue Name, select High Priority and click OK
f) Click within the Streams section once more.
 Within the Add Stream window, check the option that says Display a Queue.
 For the Queue Name, select All Queues.
 For the Queue Item View, select All Items.
 Click OK to save the final stream.
3) Add charts to the dashboard.
a) Click within the top-left section of the Visual Filters tab and click the Chart icon.
b) In the Add Component dialog box, select Case Mix (By Type) for the Chart filed.
c) Click Add.
d) Click within the top-right section of the Visual Filters tab and click the Chart icon.
e) In the Add Component dialog box, select Active Cases by Agent for the Chart filed.
f) Click Add.
g) Click Save in the command bar followed by the Close button.
h) Once returned back to the Customizations window, select Josh’s Custom Dashboard.
i) Click the Publish button within the component command bar.
Test Your Knowledge
1) Which type of interactive dashboard shows an aggregate view of the user’s workload with lists, charts, and tiles?
A) Knowledge Manager
B) Customer Service Representative
C) Tier 2 Dashboard
D) Tier 1 Dashboard
Explanation - Lesson 7.1: Multi-Stream Dashboards- There are four types of interactive dashboards: Knowledge Manager, My Knowledge Manager, Tier 1 Dashboard, and Tier 2 Dashboard. The Tier 2 dashboard shows an aggregate view of the user’s workload with lists, charts, and tiles while the Tier 1 dashboard displays only lists. The Knowledge Manager dashboard contains information regarding Knowledge Base information. The Customer Service Representative dashboard is not interactive and is found among the other default Service dashboards.
2) Which of the following options are available when creating an interactive dashboard? Select all that apply.
A) Multiple layouts
B) Number of rows
C) Visual Filters section
D) Streams section
Explanation - Lesson 7.4: Creating Interactive Dashboards- Users can choose from several 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.
3) Routing or adding cases to correct queues is imperative to which Microsoft Dynamics CRM process listed below?
A) Sales to Revenue
B) Service Overview
C) Work on Cases
D) Case Resolution
Explanation - Lesson 7.3: Managing Queues & Cases from Streams- 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.
Module 8: Unified Service Desk
Test Your Knowledge
1) Which of the following components are part of the Integrated Agent Desktop within the Unified Service Desk in Microsoft Dynamics CRM? Select all that apply.
A) Action Calls
B) Action Tabs
C) Configuration Lines
D) Session Lines
Explanation
Lesson 8.2: Integrated Agent Desktop- 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.
2) What kind of framework does the Unified Service Desk have?
A) Entity-based
B) Developer-based
C) Configuration-based
D) Session-based
Explanation
Lesson 8.1: USD Overview- 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.
3) Which of the following statements is true about the Unified Service Desk in Microsoft Dynamics CRM? Select the two statements that apply.
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.
Explanation
Lesson 8.1: USD Overview- 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.
Module 9: Service Management Analysis
Practice Module 9
LAB CONFIGURE THE CASE SUMMARY TABLE REPORT
Scenario: Your manager wants a report from you that displays a short summary of all open cases.
High Level Steps
1. Run the Case Summary Table report.
2. Configure the details of the report.
3.
4. Detailed Steps
1) Run the Case Summary Table report.
a) Click on the Module Selector, select Service and click Reports.
b) On the Report page, modify the view to display Service Reports.
c) Select the Case Summary Table report so it’s highlighted.
d) Click the Run Report button in the command bar to open the report.
2) Configure the details of the report.
a) From the Report Viewer window, click the Edit Filter button.
b) In the new Report Filter Criteria window, click the Clear button.
c) Click Select and choose Status.
d) Click the button for the Enter Value: Status field and choose Active.
 Click OK to add the selected values to the query.
e) Click the Run Report button to continue.
f) From the Report Viewer window, select the following values for each field below:
 First Horizontal Group: Case Type
 First Vertical Group: Customer
 Click the View Report button to see the final results.
LAB 9.2 CREATE A SERVICE GOAL
Scenario: You need to establish a goal for Connie Watson that tracks her progress towards resolved cases. Her goal is one hundred cases per quarter.
High Level Steps
1. Create a service goal for Connie Watson.
2. Create a rollup query for resolved cases.
3. Create a new case tied to Connie Watson.
4. Recalculate the goal to reflect progress towards the goal.
Detailed Steps
1) Create a service goal for Connie Watson.
a) Click the Entity Option Bars, select Service and click Goals.
b) On the Goal view, in the Command bar, click New.
c) Enter Resolved Cases in the Name field.
d) Click Goal Metric select No. of Cases.
e) In the Goal Owner lookup field, select Connie Watson.
f) Set Target equal to 100.
g) Click the Save button in the command bar.
2) Create a rollup query for resolved cases.
a) Scroll down the form and click the lookup icon next to Rollup Query Actual (Integer) field under the Goal Criteria tab.
b) In the lookup drop down pane, click Look Up More Records.
c) On the Look Up Record dialog, click New.
d) In the Rollup Query window, enter Resolved Cases for the Name field.
e) Select Case in the Entity Type drop down list.
f) In the query window, click the Select drop down.
g) Scroll down and select Status, then click Equals, followed by Resolved in the final box.
h) Click Save & Close.
i) Click Add.
j) On the Goal form, click Save.
k) Click Recalculate in the command bar, followed by OK.
l) Once the form refreshes, the Actual (Money) and the Percent Achieved values will reflect any current invoiced revenue in the system.
3) Create a new case tied to Connie Watson.
a) On the left-navigation of the form, click Actual (Integer). This will display a list of contracts that count towards this goal.
b) In the command bar, click New Case.
c) In the Name field, enter Loading Issues.
d) For the Customer field, select Coho Winery (sample) from the lookup pane.
e) Verify the Owner field displays Connie Watson. If not, change it to Connie Watson.
f) Click the Save button in the command bar.
g) Click the Resolve Case button.
h) In the Resolve Case window, type Cleared cache for the Resolution.
i) Click Resolve.
4) Recalculate the goal to reflect progress towards the goal.
a) In the Entity Option Bars, click Sales, and click Goals.
b) Change the view to display All Goals.
c) Select the Resolved Cases goal and click the Recalculate button in the command bar.
d) Click OK to confirm. Notice the new values listed in the Percent Achieved and Actual columns to reflect the resolved cases.
Test Your Knowledge
1) If you need to track service cases and explain why customers are contacting support, which report listed below would be the most appropriate?
A) Neglected Cases
B) Case Summary Table
C) Service Activity Volume
D) Case Resolution Overview
Explanation
Lesson 9.3: Service Reports- 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.
2) Which of the following statements are TRUE about Goal Management? Select all that apply.
A) Goals can only be used in regards to currency fields.
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.
Explanation
Lesson 9.5: Goal Management- 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.
3) Microsoft Dynamics CRM comes equipped with numerous built-in charts. Which of the following chart combinations below are default chart types within Microsoft Dynamics CRM? Choose two.
A) Column chart, Bar chart, Doughnut chart
B) Column chart, Bar chart, Bubble chart
C) Pie chart, Funnel chart, Multi-Series chart
D) Pie chart, Funnel chart, Scatter Plot chart
Explanation
Lesson 9.4: Working with Charts- Charts provide a visual way for users to understand and put perspective on data. Microsoft Dynamics CRM provides the following chart types: Column, Bar, Area, Line, Pie, Funnel, Multi-Series charts, Comparison/Stacked, Tag, and Doughnut charts.