Microsoft MB2-714 Online Practice Questions and Exam Preparation

Microsoft MB2-714 Online Questions & Answers

• Question 21:

  A user named User1 creates a personal dashboard that contains the following:

  Two system charts

  A personal view

  A system view

  An iFrame

  User1 shares the dashboard with a user named User2.

  You need to identify which additional item must be shared with User2 to ensure that User2 can view all the contents of the dashboard.

  Which item should you identify?

  A. the system charts
  B. the personal view
  C. the system view
  D. the iFrame
  C. the system view

• Question 22:

  You have a Dynamics CRM organization that has one service level agreement (SLA) named SLA1. SLA1 is the default SLA. SLA1 is not associated to any entitlements.

  A user edits one of the SLA items in SLA1.

  You discover that SLA1 is no longer applied to cases.

  You need to identify the possible causes of the issue.

  What are two possible causes? Each correct answer presents a complete solution.

  A. The SLA type of SLA1 is set to Standard.
  B. SLA1 is paused.
  C. A default SLA is missing.
  D. SLA1 is not activated.
  A. The SLA type of SLA1 is set to Standard.
  D. SLA1 is not activated.

• Question 23:

  You need to build a single-stream interactive dashboard in the interactive service hub. You are planning the layout of the dashboard. What are two possible components that can you include on the dashboard? Each correct answer presents a complete solution.

  A. queues
  B. web resources
  C. knowledge articles
  D. iFrames
  C. knowledge articles
  D. iFrames

• Question 24:

  You have an entitlement that allows 15 cases to be opened by phone.

  After the 15 cases are opened by phone, you discover that additional cases are being opened by using email, the Internet and Facebook.

  You need to ensure that cases can be submitted for the entitlement only by using the phone. What should you do?

  A. Change the Decrease Remaining On setting.
  B. Add entitlement channels that have a total term of 0.
  C. Create a routing rule.
  D. Set the default entitlement.
  A. Change the Decrease Remaining On setting.

• Question 25:

  You complete work on a case. The case has several activities, some of which are open and some of which are complete. You need to identify what will occur when you attempt to resolve the case. What should you identify?

  A. You will be able to resolve the case. All open activities will remain open.
  B. You will be able to resolve the case. All open activities will be completed.
  C. You will be prevented from resolving the case.
  D. You will be able to resolve the case. All open activities will be canceled.
  A. You will be able to resolve the case. All open activities will remain open.

• Question 26:

  You are viewing the Case Mix (By Priority) chart from the My Active Cases view.

  You need to identify what will occur when you click a section of the chart.

  What are two possible events that can occur? Each correct answer presents a complete solution.

  A. The chart will save a copy of the new criteria as Case Mix (2).
  B. The grid will show only the active cases that are contained in the section.
  C. A control will appear that provides you with the ability to drill down.
  D. 1 A control will appear that provides you with the ability to apply a visual filter.
  A. The chart will save a copy of the new criteria as Case Mix (2).
  B. The grid will show only the active cases that are contained in the section.

• Question 27:

  You complete work on a case. The case has several activities, some of which are open and some of which are complete. You need to identify what will occur when you attempt to resolve the case. What should you identify?

  A. You will be able to resolve the case. All open activities will remain open.
  B. You will be able to resolve the case. All open activities will be completed.
  C. You will be prevented from resolving the case.
  D. You will be able to resolve the case. All open activities will be canceled.
  A. You will be able to resolve the case. All open activities will remain open.

• Question 28:

  You implement Unified Service Desk in your Dynamics CRM organization.

  You need to add a button to a Unified Service Desk toolbar that will load a CRM page to a hosted control when the button is clicked.

  What are two Unified Service Desk components that you can use to achieve the goal? Each correct answer presents a complete solution.

  A. forms
  B. action calls
  C. scriptlets
  D. Window navigation rules
  A. forms
  B. action calls

• Question 29:

  You manage a team of five customer service agents.

  You need to view all of the cases that were opened during the last seven days and to view all of the open activities. What should you do?

  A. Create a saved view.
  B. Perform an Advanced Find.
  C. View the Service Activity Volume report.
  D. Create a personal dashboard.
  A. Create a saved view.

• Question 30:

  You have a Dynamics CRM organization.

  You need to recommend which technology can be used to integrate CRM to a telephony system and to provide call scripts from within CRM cases.

  Which technology should you recommend?

  A. Microsoft Parature
  B. the Engagement Hub
  C. the interactive service hub
  D. the Integrated Desktop Agent
  D. the Integrated Desktop Agent