Question: 1      

Which condition must be true before you canclose a case?

A. All knowledge base articles that thecase references must be active.

B. All activities that are related to thecase must be in a closed state.

C. All activity parties for activities thatare related to the case must be active customers.

D. The case must NOT be marked as highpriority.

Answer: B


Question: 2      

How many cases can an Account record haveat any given time?

A. one active case and an unlimited numberof closed cases

B. an unlimited number of active and closedcases

C. one active case for each contact recordthat is associated with an account

D. one active case for each account record

Answer: B


Question: 3      

To which entity type can you convert anActivity record?

A. Account

B. Case

C. Contact

D. Quote

Answer: B


Question: 4      

A user views the Service area of thenavigation pane in Microsoft Dynamics CRM. What is displayed when the userclicks the down arrow on the Cases button?

A. the Quick Create form for cases

B. the New Case form

C. the most recently viewed case record

D. a list of recently viewed cases

Answer: D


Question: 5      

Which Service entity has Quick Createforms?

A. Articles

B. Cases

C. Service Appointments

D. Goals

Answer: B


Question: 6      

You are modifying a customer service Caserecord by using the full form. Which activity type can you add to the serviceCase record from within the form?

A. letter

B. custom activity type

C. phone call

D. service activity

Answer: C