Microsoft MB2-714 Online Practice Questions and Exam Preparation

Microsoft MB2-714 Online Questions & Answers

• Question 1:

  You have a new deployment of Dynamics CRM.

  The closure preferences are not configured.

  You create a case named Case1, and then you add a child case named

  You need to identify what will occur when you attempt to close Case1.

  What should you identify?

  A. Casel1 will fail to close.
  B. The cases automatically merge, and then Casel1will close.
  C. Casel1 and Case2 will close.
  D. Casel1 will close and Case2 will remain open.
  A. Casel1 will fail to close.

• Question 2:

  You need to create a dashboard for the interactive priority, incident type, and resolution trend. Which type of dashboard should you create?

  A. tier one
  B. multi-stream
  C. single-stream
  D. system
  A. tier one

• Question 3:

  You create a new case to which an enhanced service level agreement (SLA) is applied- The SLA states that the case will be resolved in two hours.

  You work on the case for 20 minutes, and then you discover that you require a password from the customer. The customer is unavailable, so you change the status reason of the case to On Hold.

  Forty minutes later, the customer sends you the password and you change the status reason of the case to In Progress.

  You work on the case for 30 minutes, and then you change the case s status reason to On Hold, while you wait for a response from the customer. Twenty minutes later, you receive a response from the customer and you change the case s

  status reason to In Progress.

  You work on the case for an additional 30 minutes, and then you change the case s status reason to Resolved. How many minutes will the Resolve By KPI display for this case?

  A. 30
  B. 80
  C. 110
  D. 140
  C. 110

• Question 4:

  You plan to use surveys.

  You need to identify the number of entities that are used to store the survey responses.

  What should you identify?

  A. 1
  B. 2
  C. 3
  D. 4
  C. 3

• Question 5:

  You plan to create an entitlement template.

  You need to identify which types of records can be associated to the tempiate.

  What are two possible record types that you can associate to the template? Each correct answer presents a complete solution.

  A. contacts
  B. service level agreement (SLA)
  C. account
  D. products
  C. account

• Question 6:

  You have a routing rule set that routes cases to various queues. The rule set is activated.

  You need to identify in which scenarios the routing rule will be applied to a case.

  Which three scenarios should you Identify? Each correct answer presents a complete solution.

  A. when multiple cases are selected and Apply Routing Rule is clicked.
  B. when a new case is created by using an Automatic Record Creation Rule.
  C. when the record is assigned to a new user.
  D. when Save 8l Route is clicked from within a record.
  E. when a new case is created manually and Save is clicked from within the case.
  A. when multiple cases are selected and Apply Routing Rule is clicked.
  B. when a new case is created by using an Automatic Record Creation Rule.
  D. when Save 8l Route is clicked from within a record.

• Question 7:

  You need to identify how many default service level agreements (SLAs) you can have in a Dynamics CRM organization. What should you identify?

  A. one per organization
  B. one per customer
  C. one per entitlement
  D. one per SLA item
  D. one per SLA item

• Question 8:

  You are managing business closures in Dynamics CRM.

  You configure business closure days for your company.

  You have 50 managers who belong to a resource group named Managers.

  You need to ensure that the managers can be scheduled for activities anytime, including during the business closure days. All other resources must be prevented from being scheduled on the business closure days.

  What should you configure?

  A. the user records
  B. the closure for the CRM organization
  C. the selection rules
  D. the record for the Managers resource group
  B. the closure for the CRM organization

• Question 9:

  You are a customer service representative.

  You use the interactive service hub and a multi-stream interactive dashboard.

  At the beginning of your shift, you need to view the high-priority open cases and to move them to one queue. What should you do first?

  A. Perform an Advanced Find.
  B. Perform a Global Search.
  C. Apply a hierarchal view.
  D. Apply a global filter.
  D. Apply a global filter.

• Question 10:

  You have a goal for a customer service representative that includes all of the representative s cases from the current fiscal year. For the upcoming quarter, you need to modify the goal to include only cases associated to a specific subject. Which three actions should you perform? Each correct answer presents part of the solution.

  A. Create a rollup query that filters the case list based on the subject and CreatedOn fields of the case.
  B. Create a rollup query that filters the case list based on the subject field of the case.
  C. Associate the rollup query to the goal record.
  D. Change the time period of the goal record.
  E. Update the rollup field on the goal record.
  C. Associate the rollup query to the goal record.
  D. Change the time period of the goal record.
  E. Update the rollup field on the goal record.