Name: Score:
84 Multiple choice questions
Definition 1 of 84
Entitlements are used to specify the scope of support services a customer is entitled to. Think of
entitlements as support contracts
CS: Entitlements
Resource Leveling
Customer Journeys
Sales: Customers
Definition 2 of 84
Allows you to author and schedule social media content that can be posted to popular social
media platforms such as Facebook, Twitter, and LinkedIn
Social Posts
Batch Communications
Scoring Models
Customer Insights
Definition 3 of 84
Rules that are applied to cases that automatically route a case to a specific queue or user.
CS: Entitlements
CS: Creation Rules
CS: Routing Rules
Redirect URLs
,Definition 4 of 84
Can be either an account or a contact; typically speaking, in a b2b scenario, this is an account and
in a b2c scenario, this is a contact
Sales: Opportunity
Sales: Customers
Sales: Order
Sales: Lead
Definition 5 of 84
Blocks of common content that can be reused in multiple emails, forms, and/or pages
Html Paste
Scoring Models
Marketing Execution
Content Blocks
Definition 6 of 84
Provides multiple streams of data from multiple entity types, making it easy for agents to work
with cases and related items such as activities or email
Effort management
CS: Tier 1 Dashboard
Behavioral Data
CS: Entitlements
,Definition 7 of 84
Like a lead, an opportunity is a potential sales transaction. Typically, an opportunity is a more
viable prospect than a lead, and it will contain more information and be tracked for a longer
period of time.
Sales: Product Catalog
Sales Insights
Sales: Autocapture
Sales: Opportunity
Definition 8 of 84
Unifies customer data form multiple data sources into a single profile; Brings together your
organization transactional, behavioral, and demographic data across all your data silos to create a
360 view of your customers. You can analyze customer interactions and usage with cross-channel
analytics and harness the data to drive informed decisions, automate processes, and personalize
customer engagement across channels
Marketing Research
Competitive Marketing Intelligence
Customer Insights
Customer Voice
, Definition 9 of 84
-Demographic
-Firmographic
-Behavioral
-Static
-Combined Audiences
Marketing Execution
Marketing Segment Types
Exporting D365 views to Excel
CS: Routing Rules
Definition 10 of 84
A dashboard that is specific to a table that includes multiple streams of data related to the
specified table.
D365 Sales Benefits
Field Service Lifecycle
CS: Tier 2 Dashboard
CS: Table-Specific Dashboard
Definition 11 of 84
Represents email content sent to contacts; Items like images, videos, and other components can
be stored in D365 Marketing so they can be easily used and reused in marketing email content
Portals
Marketing Execution
Marketing Emails
Content Blocks
84 Multiple choice questions
Definition 1 of 84
Entitlements are used to specify the scope of support services a customer is entitled to. Think of
entitlements as support contracts
CS: Entitlements
Resource Leveling
Customer Journeys
Sales: Customers
Definition 2 of 84
Allows you to author and schedule social media content that can be posted to popular social
media platforms such as Facebook, Twitter, and LinkedIn
Social Posts
Batch Communications
Scoring Models
Customer Insights
Definition 3 of 84
Rules that are applied to cases that automatically route a case to a specific queue or user.
CS: Entitlements
CS: Creation Rules
CS: Routing Rules
Redirect URLs
,Definition 4 of 84
Can be either an account or a contact; typically speaking, in a b2b scenario, this is an account and
in a b2c scenario, this is a contact
Sales: Opportunity
Sales: Customers
Sales: Order
Sales: Lead
Definition 5 of 84
Blocks of common content that can be reused in multiple emails, forms, and/or pages
Html Paste
Scoring Models
Marketing Execution
Content Blocks
Definition 6 of 84
Provides multiple streams of data from multiple entity types, making it easy for agents to work
with cases and related items such as activities or email
Effort management
CS: Tier 1 Dashboard
Behavioral Data
CS: Entitlements
,Definition 7 of 84
Like a lead, an opportunity is a potential sales transaction. Typically, an opportunity is a more
viable prospect than a lead, and it will contain more information and be tracked for a longer
period of time.
Sales: Product Catalog
Sales Insights
Sales: Autocapture
Sales: Opportunity
Definition 8 of 84
Unifies customer data form multiple data sources into a single profile; Brings together your
organization transactional, behavioral, and demographic data across all your data silos to create a
360 view of your customers. You can analyze customer interactions and usage with cross-channel
analytics and harness the data to drive informed decisions, automate processes, and personalize
customer engagement across channels
Marketing Research
Competitive Marketing Intelligence
Customer Insights
Customer Voice
, Definition 9 of 84
-Demographic
-Firmographic
-Behavioral
-Static
-Combined Audiences
Marketing Execution
Marketing Segment Types
Exporting D365 views to Excel
CS: Routing Rules
Definition 10 of 84
A dashboard that is specific to a table that includes multiple streams of data related to the
specified table.
D365 Sales Benefits
Field Service Lifecycle
CS: Tier 2 Dashboard
CS: Table-Specific Dashboard
Definition 11 of 84
Represents email content sent to contacts; Items like images, videos, and other components can
be stored in D365 Marketing so they can be easily used and reused in marketing email content
Portals
Marketing Execution
Marketing Emails
Content Blocks
