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Microsoft Dynamics AX 2012 Service Management

Question No: 41

Which of the following items can the field service technician display in the Microsoft Dynamics AX 2012 Enterprise Portal?

  1. Service agreements, service orders, and service subscriptions

  2. Project information details, service orders, and service tasks

  3. Repair lines, service agreements, and service orders

  4. Repair lines, service orders, and service tasks

Answer: D

Question No: 42

Your company is going to perform a service for a customer. The company has provided a similar service in the past. You want to leverage the previous service agreement in Microsoft Dynamics AX 2012. You create a service object.

Which of the following is a purpose of the service object?

  1. To create product dimensions.

  2. To search for service agreement lines to copy.

  3. To create a bill of materials (BOM).

  4. To create a new service agreement header.

Answer: D

Question No: 43

You are recording conditions for a repair management process in Microsoft Dynamics AX 2012.

Which of the following sources provides the condition information?

  1. The customer

  2. The account manager

  3. The technician

  4. The customer service representative

Answer: A

Question No: 44

What is the purpose of accruing revenue for service subscriptions in Microsoft Dynamics AX 2012?

  1. To post revenue for multiple subscription fee transactions in a single ledger account.

  2. To recognize revenue evenly throughout the subscription period.

  3. To recognize revenue for multiple subscriptions in a single accounting period.

  4. To post revenue for multiple subscription fee transactions in a single accounting transaction.

Answer: B

Question No: 45

A service order line in Microsoft Dynamics AX 2012 has a transaction type of Hour and a quantity of 5 hours. The start date and end date are June 1. Service technicians work 8- hour shifts, every day.

In the dispatch board, you create another activity of the same type with a quantity of 12 hours.

What is the end date of the new activity?

  1. June 3

  2. June 2

  3. June 4

  4. June 1

Answer: A

Question No: 46

You need to create a service agreement that is similar to an existing service agreement in Microsoft Dynamics AX 2012. You must use the least amount of administrative effort.

What should you do?

  1. Copy the service agreement header from the existing service agreement, and create new service agreement lines.

  2. Copy the service agreement header and service agreement lines from the existing service agreement.

  3. Create a new service agreement header, and copy the service agreement lines from the existing service agreement.

  4. Copy the service agreement header and service agreement lines from a service agreement template.

Answer: C

Question No: 47

You are reviewing a service order in Microsoft Dynamics AX 2012 to determine whether it is in compliance with the service level agreement.

When is the Compliance value for the service order calculated?

  1. When time recording stops.

  2. When time recording starts.

  3. When the service order is created.

  4. When the service order is invoiced.

Answer: A

Question No: 48

You are monitoring today’s service activity on the dispatch board in Microsoft Dynamics AX 2012. A service call is scheduled to be completed by 5:00 PM today.

The customer requests that the service call be performed later. Where can you move the service order?

  1. To any date and time allowed by the customer’s service agreement.

  2. To any date and time.

  3. To any time after 5:00 PM today.

  4. To any date and time allowed by the customer’s service level agreement.

Answer: D

Question No: 49

You attach a template bill of materials (BOM) to a service object on a service agreement in Microsoft Dynamics AX 2012.

You need to modify the components of the template BOM. What should you do?

  1. Delete the service BOM from the service object on the service agreement and modify the template BOM.

  2. Delete the service BOM from the service object on the service order and modify the template BOM.

  3. Move the service BOM to a service object on a different service agreement and modify the template BOM.

  4. Modify the service BOM attached to the service object on the service agreement.

Answer: A

Question No: 50

You define service tasks for an annual maintenance process in Microsoft Dynamics AX 2012.

You define service templates and service template groups.

You need to create a service agreement for the annual maintenance process. What should you do?

  1. Copy the service agreement header and service agreement lines from the service template set up for the annual maintenance process.

  2. Create a new service agreement header, and copy the service agreement lines from the service template set up for the annual maintenance process.

  3. Create a new service agreement header, and copy the service agreement lines from the service template group set up for the annual maintenance process.

  4. Copy the service agreement header and service agreement lines from the service template group set up for the annual maintenance process.

Answer: B

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Microsoft Dynamics AX 2012 Service Management

Question No: 31

You are configuring service level agreements in Microsoft Dynamics AX 2012. What is the purpose of the Calendar setting on a service level agreement?

  1. To determine whether a service order can be automatically created for the service agreement

  2. To determine the start time of an incoming service order.

  3. To determine the sign-off date of an incoming service order.

  4. To determine whether the status of an incoming service order will be set to Started.

Answer: A

Question No: 32

You are recording diagnosis codes for a repair management process in Microsoft Dynamics AX 2012.

Which of the following statements about diagnosis codes is true?

  1. The diagnosis code can automatically assign a resolution.

  2. The diagnosis code can be recorded only after the diagnosis area is recorded.

  3. The diagnosis code is recorded prior to the condition.

  4. The diagnosis code is less specific than the diagnosis area.

Answer: B

Question No: 33

From which of the following entities can you invoice for a service subscription in Microsoft Dynamics AX 2012?

  1. Service order

  2. Time and material project

  3. Sales order

  4. Fixed-price project

Answer: B

Question No: 34

Your company requires that a letter be mailed to each new customer when its first service order is created.

You need to communicate this requirement to the Sales and Marketing team in Microsoft Dynamics AX 2012.

What should you do in the Service management parameters?

  1. Describe the request in the Purpose area.

  2. Set the responsibility to Marketing.

  3. Set the category to Action.

  4. Set the activity type to Letter.

Answer: D

Question No: 35

In Microsoft Dynamics AX 2012, you set the Activity generation stage parameter for a service order stage to in process.

Which of the following actions does this setting activate in service orders?

  1. An activity may be edited.

  2. A service order may be created.

  3. An activity may be created on lines.

  4. An activity may be closed.

Answer: C

Question No: 36

For which of the following purposes is the Microsoft Dynamics AX 2012 dispatch board designed? (Each correct answer is a complete solution. Choose two.)

  1. To provide users of the Service management module an overview of the Service subscriptions.

  2. To provide a different way of viewing data that resides on service objects.

  3. To assist in scheduling work for the technician by displaying the open service orders.

  4. To provide an overview of service management activities.

Answer: A,C

Question No: 37

You need to track the progress of a repair for a service object in Microsoft Dynamics AX 2012.

What should you do?

  1. Create stage reason codes.

  2. Create repair stage codes.

  3. Create repair resolution codes.

  4. Create service stage codes.

Answer: B

Question No: 38

What is the purpose of the repair functionality in the Service management module of Microsoft Dynamics AX 2012?

  1. To track the service performed on service orders.

  2. To track the hours spent on projects.

  3. To track the hours spent on service orders.

  4. To track the service performed on service objects.

Answer: D

Question No: 39

You are defining service subscription parameters in Microsoft Dynamics AX 2012.

Your company accrues subscription revenue monthly. Customers can cancel their service subscriptions at any time. When a customer cancels a service subscription, the company reverses the current month’s accrual transaction by using the date the subscription revenue accrued.

You need to ensure that accrued subscription transactions reverse on the date the subscription revenue accrues.

Which option should you select for the Reverse accruals on crediting parameter?

  1. Calculate accrued revenue per day

  2. Delete accrued period

  3. Original posting date of the accrued transactions

  4. Invoice date of the credit note

Answer: C

Question No: 40

Which of the following functions can you perform in a service bill of materials (BOM) in Microsoft Dynamics AX 2012?

  1. Move the service BOM.

  2. Move a service order.

  3. Delete a service agreement.

  4. Delete a service order.

Answer: A

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Microsoft Dynamics AX 2012 Service Management

Question No: 21

You are reviewing a service order to determine whether it is in compliance with the associated service level agreement.

What does the Compliance value shown in the service order header represent?

  1. The number of hours of work completed on the service order.

  2. The percentage of hours remaining compared to the limit of the service level agreement.

  3. The percentage of hours completed on the service order compared to the limit of the service level agreement.

  4. The number of hours remaining within the limit of the service level agreement.

Answer: C

Question No: 22

What is the purpose of the Rounding-off period parameter for subscription revenue accrual in Microsoft Dynamics AX 2012?

  1. To determine whether rounding is used when accrued revenue is calculated per day.

  2. To determine which accrual posting transaction is rounded.

  3. To determine which invoicing period is rounded.

  4. To determine whether rounding is used during an accrual reversal transaction.

Answer: B

Question No: 23

Which of the following actions can you perform on a service order in the Microsoft Dynamics AX 2012 dispatch board?

  1. Create a service task relation.

  2. Select a customer account.

  3. Select a service level agreement.

  4. Select a project ID to attach to a service agreement.

Answer: A

Question No: 24

To which of the following entities can you assign a service level agreement in Microsoft Dynamics AX 2012?

  1. Service tasks

  2. Service orders

  3. Service agreements

  4. Sales orders

Answer: C

Question No: 25

You are setting up a repair management process in Microsoft Dynamics AX 2012. What is the purpose of the diagnosis code?

  1. To describe what the technician believes the specific problem to be.

  2. To describe what the technician believes the general problem to be.

  3. To describe what the dispatcher believes the problem to be.

  4. To describe what the technician believes will fix the problem.

Answer: A

Question No: 26

You post accrued revenue for a subscription that has quarterly invoicing and monthly accrual.

Which ledger accounts do you post to as part of the monthly accrual posting transactions? (Each correct answer presents part of the solution. Choose two.)

  1. Invoiced revenue

  2. Accrued revenue – sales value

  3. WIP – subscription

  4. Accrued revenue – subscription

  5. WIP – sales value

Answer: B,E

Question No: 27

When does a template bill of materials (BOM) become a service BOM in Microsoft Dynamics AX 2012?

  1. When you attach the template BOM to a service subscription.

  2. When you attach the template BOM to a service object.

  3. When you attach the template BOM to a service level agreement.

  4. When you attach the template BOM to a production order.

Answer: B

Question No: 28

Which of the following is a result of cancelling the service level agreement on a service order in Microsoft Dynamics AX 2012?

  1. The service order is signed off.

  2. The status is set to blank.

  3. The time recording records are deleted.

  4. The service stage is set to Cancel.

Answer: C

Question No: 29

You are updating subscription prices in Microsoft Dynamics AX 2012.

You need to perform an update to the indexed base price that reflects a 2.25% market index increase.

Which of the following methods should you use?

  1. Base price to

  2. Base price by percentage

  3. Index to

  4. Index by a percentage

Answer: B

Question No: 30

You are creating a service agreement in Microsoft Dynamics AX 2012.

What effect does a project/category validation have on a service agreement header?

  1. Allows start and end dates to be defined

  2. Defines the service level agreement

  3. Allows service orders to be grouped

  4. Allows only predefined project IDs to be used

Answer: D

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Microsoft Dynamics AX 2012 Service Management

Question No: 11

You suspend a service level agreement (SLA) in Microsoft Dynamics AX 2012. What is the result?

  1. The SLA cannot be assigned to service agreements or service agreement groups.

  2. The SLA cannot be assigned to service agreements but can be assigned to service agreement groups

  3. The SLA cannot be assigned to service agreements but can be assigned to service

    orders.

  4. The SLA cannot be assigned to service agreements or service orders.

Answer: A

Question No: 12

What does a service task relationship represent in Microsoft Dynamics AX 2012?

  1. The relationship between a service task and a bill of materials (BOM).

  2. The relationship between a generic service task and a specific bill of materials (BOM).

  3. The relationship between a service task and a service object.

  4. The relationship between a generic service task and a specific service agreement.

Answer: D

Question No: 13

You are working in the Service management module of Microsoft Dynamics AX 2012. Which of the following items can you cancel?

  1. Service order lines and service subscriptions

  2. Service orders and service order lines

  3. Service order lines and service agreements

  4. Service orders and service agreements

Answer: B

Question No: 14

A customer is using the service management functionality in the Microsoft Dynamics AX 2012 Enterprise Portal.

Which of the following tasks can the customer perform?

  1. Display planned service orders, display service subscriptions, and create new service orders.

  2. Display planned service orders, create new service orders, and transfer web service orders to the Service orders form.

  3. Display planned service orders, display requested service orders, and review web service orders.

  4. Display requested service orders, display service subscriptions, and review web service orders.

Answer: A

Question No: 15

Which of the following elements can you use to define the sales price for a service subscription in Microsoft Dynamics AX 2012? (Each correct answer presents a complete solution. Choose three.)

  1. Subscription group

  2. Project ID

  3. Project category

  4. Service subscription

  5. Customer account

Answer: B,C,D

Question No: 16

For which of the following purposes can you use a subscription group?

  1. To assign the sales currency.

  2. To specify the use of a number sequence subscription ID and set the invoice interval.

  3. To specify the use of a manual subscription ID and assign the project category.

  4. To assign the category of the subscription fee type.

Answer: B

Question No: 17

You are managing service orders for technicians in the Microsoft Dynamics AX 2012 Enterprise Portal.

In which of the following situations would you edit a service order line? (Each correct answer presents a complete solution. Choose three.)

  1. The service agreement changed.

  2. The service object relation changed,

  3. The service level agreement changed.

  4. The service task changed,

  5. The hours spent changed.

Answer: A,D,E

Question No: 18

You are creating service order transactions for repairs in Microsoft Dynamics AX 2012. For which type of entity can you create repair lines?

  1. Service objects

  2. Service bill of materials (BOM)

  3. Sales orders

  4. Service agreements

Answer: A

Question No: 19

From which of the following Accounts Receivable documents can you create a service agreement in Microsoft Dynamics AX 2012?

  1. Free text invoices

  2. Sales agreements

  3. Sales orders

  4. Recurring invoices

Answer: C

Question No: 20

A customer enters a service order request in the Microsoft Dynamics AX 2012 Enterprise Portal.

You need to dispatch the service order. What must you do first?

  1. Assign a start date and an end date.

  2. Create an activity for the service request and assign a technician.

  3. Validate the service request and determine the availability of technicians.

  4. Assign the service order priority and determine the availability of technicians.

Answer: C

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Microsoft Dynamics AX 2012 Service Management

Question No: 1

You move a service bill of materials (BOM) from one service agreement to another in Microsoft Dynamics AX 2012. Which of the following are preserved?

  1. Template BOM history

  2. Service object history

  3. Service agreement history

  4. BOM history

Answer: D

Question No: 2

Which of the following functions can a customer perform in the customer self service area of the Microsoft Dynamics AX 2012 Enterprise Portal?

  1. Renew a service subscription.

  2. Submit a question related to a service subscription.

  3. View the details of a service subscription.

  4. Terminate a service subscription.

Answer: C

Question No: 3

A customer submits a service request through the customer self-service area of the Microsoft Dynamics AX 2012 Enterprise Portal.

You need to make the request available to a technician. What should you do?

  1. Create activities for the service request.

  2. Edit the repair line information for the service request.

  3. Assign a technician to the service request.

  4. Transfer the service request to a service order.

Answer: D

Question No: 4

For which scenarios should you create manual service orders in Microsoft Dynamics AX 2012? (Each correct answer is a complete solution. Choose two.)

  1. Periodic service task calls

  2. When line items need to be copied from another service order

  3. Service calls for warranty work

  4. Emergency service calls

Answer: A,C

Question No: 5

You are working with service orders in Microsoft Dynamics AX 2012.

In which situation will advancing the service order stage stop time recording?

  1. If Stop time recording is selected for the service stage.

  2. If the service order has no lines.

  3. If the service order stage is changed to Cancel.

  4. If Cancel is selected for the service stage.

Answer: A

Question No: 6

Which of the following are valid transaction types for service agreement lines in Microsoft Dynamics AX 2012? (Each correct answer presents a complete solution. Choose three.)

  1. Time

  2. Item

  3. Expense

  4. Project

  5. Hour

Answer: A,B,C

Question No: 7

You are creating a service order in Microsoft Dynamics AX 2012.

In which situations should you use item requirements instead of service order lines of the type Item? (Each correct answer presents a complete solution. Choose three.)

  1. When you need to partially pick and deliver the items.

  2. When the item stock is routinely replenished.

  3. When the service order requires special items that you do not usually stock.

  4. When the item is always in stock.

  5. When you need the ability to specify an alternative delivery location.

Answer: C,D,E

Question No: 8

You are configuring Microsoft Dynamics AX 2012 to automatically assign a service level agreement when creating a new service agreement.

Which of the following determines the default service level agreement assigned to a service agreement?

  1. Service management parameter

  2. Service agreement group

  3. Service object group

  4. Service template group

Answer: B

Question No: 9

You are creating a template bill of materials (BOM) in Microsoft Dynamics AX 2012 for a

new item that is similar to an item your company assembles.

You need to create the BOM lines for the template by using the least amount of effort. What should you do?

  1. Copy the lines from an existing production order.

  2. Copy the lines from an existing template BOM.

  3. Copy the lines from an existing service BOM.

  4. Copy the lines from an existing service order.

Answer: A

Question No: 10

You are creating a service order in Microsoft Dynamics AX 2012.

Which of the following Service management parameters determines the first start time on a service order?

  1. the calendar

  2. the activity generation stage

  3. the project group

  4. the service order category

Answer: A

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