Microsoft MB2-714 Online Practice Questions and Exam Preparation

Microsoft MB2-714 Online Questions & Answers

• Question 31:

  You are working on a case that pertains to a common issue encountered by customers. You discover a new solution to resolve the issue. You need to ensure that all users can find the new solution. What should you do?

  A. Create a knowledge article.
  B. Create a solution file.
  C. Assign the case to a team that includes all of the users
  D. Share the case with all of the users.
  A. Create a knowledge article.

• Question 32:

  You configure a service schedule.

  You need to identify which processes can be automated as part of the service schedule.

  Which two processes should you identify? Each correct answer presents a complete solution.

  A. showing all of the resources that are qualified, regardless of their availability
  B. rotating vacation schedules for the resources
  C. scheduling resources around planned meal breaks
  D. showing all of the resources that are available and qualified
  A. showing all of the resources that are qualified, regardless of their availability
  B. rotating vacation schedules for the resources

• Question 33:

  Your company has a Dynamics CRM organization that uses FieldOne.

  The company employs 10 field technicians. Each technician starts work at 08:00 and ends work at 16:00.

  You need to identify what percentage of the technician utilization time is scheduled for the service calls that will take place the next day.

  Which tool should you use?

  A. the Schedule Assistant
  B. the Schedule board
  C. the visual filter
  D. the Report Wizard
  A. the Schedule Assistant

• Question 34:

  You need to find a specific knowledge article.

  What are three possible search types that can be used to achieve the goal? Each correct answer presents a complete solution.

  A. topic
  B. full-text
  C. keyword
  D. attachment
  E. article number
  A. topic
  B. full-text
  E. article number

• Question 35:

  You have a new deployment of Dynamics CRM.

  You are comparing the features between articles in the CRM knowledge base and articles in the interactive service hub

  You need to identify which feature is available only for articles in the interactive service hub. What should you identify?

  A. Articles can contain tables and highlighted text.
  B. Articles can be located by performing a full-text search.
  C. Articles can be linked to a case.
  D. Policies can be enforced before articles are published.
  C. Articles can be linked to a case.

• Question 36:

  Your company deploys Dynamics CRM.

  All of the employees who perform service calls for customers use CRM. You plan to deploy FieldOne.

  You need to identify a benefit of deploying FieldOne. What should you identify?

  A. reduces the number of service calls
  B. reduces the use of social technology
  C. reduces the use of web portals and mobile apps
  D. reduces the fuel costs of the service calls
  D. reduces the fuel costs of the service calls

• Question 37:

  Your team has a queue named Assignments.

  A team member named CSR1 plans to work on an item from the Assignments queue.

  CRS1 reports that after picking the item in the queue, the item no longer appears in the queue.

  You need to tell CSR1 which type of queue to open-to view the item.

  Which type of queue should you tell CSR1 to open?

  A. personal
  B. shared
  C. escalation
  D. public
  A. personal

• Question 38:

  You have two sites.

  You need to ensure that all of the resources for a scheduling activity are from the same site.

  What should you use?

  A. a selection rule
  B. a resource group
  C. a service level agreement (SLA)
  D. a field security profile
  C. a service level agreement (SLA)

• Question 39:

  You have an entitlement that has an allocation type of Hours.

  You need to identify what will cause the remaining terms of the entitlement to be decremented.

  What should you identify?

  A. A case that is associated to the entitlement is deleted.
  B. A case that is associated to the entitlement is canceled.
  C. A case that is associated to the entitlement is resolved.
  D. A case is associated to the entitlement.
  A. A case that is associated to the entitlement is deleted.

• Question 40:

  You plan to create a service activity.

  You need to identify which types of participant can have defined work hours.

  Which two participant types should you identify?

  Each correct answer presents a complete solution.

  A. resource group
  B. site
  C. user
  D. equipment
  B. site
  C. user