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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a. Draft, Unpublished, Deleted, and Published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