Microsoft MB2-714 Online Practice Questions and Exam Preparation

Microsoft MB2-714 Online Questions & Answers

• Question 51:

  Your company has service technicians who are sent to customer sites.

  Depending on the requirements of the customer, the service technicians might need to bring specific equipment.

  You have a customer who requests a service technician named Tech1.

  When you attempt to schedule the service appointment, you discover that Tech1 is an unavailable resource. Tech1 can be scheduled for other service activities.

  You need to identify what prevents Tech1 from being available for the service appointment.

  Which two conditions should you identify? Each correct answer presents part of the solution.

  A. the security of Tech1
  B. the service preferences of the customer
  C. the selection rules of the service
  D. the resources of the resource group
  A. the security of Tech1
  D. the resources of the resource group

• Question 52:

  Your company has a Dynamics CRM organization.

  The company offers the following four support agreement levels from which customers can choose:

  

  None

  

  Silver

  

  Gold

  

  Platinum

  When a customer requires service, the customer sends an email message to a generic queue named Support. You need to configure the organization to meet the following requirements:

  A case must be created automatically for every message sent to the Support queue by an existing customer.

  If the customer has a support agreement, the case must be sent to the queue that corresponds the customer's support agreement level. AM other cases must remain in the Support queue.

  Which two actions should you perform? Each correct answer presents part of the solution.

  A. Create one routing rule set that has one rule item defined for each support agreement level.
  B. Create one routing rule set for each support agreement level.
  C. Create an automatic record creation and update rule that has the source type set to Email and the Queue field set to Support.
  D. Create four automatic record creation and update rules. Configure each rule to have a Source type of Email, and the Queue set to either None, Silver, Gold, or Platinum.
  E. Create an automatic record creation and update rule that has the source type set to Email and the Queue field left blank.
  C. Create an automatic record creation and update rule that has the source type set to Email and the Queue field set to Support.

• Question 53:

  Your company has a Dynamics CRM organization that uses a FieldOne solution. A customer calls your company's Help Desk to report a failed device.

  You schedule a technician to resolve the issue.

  You need to identify which notification methods can be used to notify the technician.

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

  A. an automated phone call
  B. an email message
  C. Windows 10 toast
  D. a text message
  E. a web browser pop-up
  A. an automated phone call
  B. an email message

• Question 54:

  Your team uses the Dynamics CRM knowledge base You do not use the interactive service hub.

  You need to search for an article in the knowledge base.

  From which two types of records can you search for the article? Each correct answer presents a complete solution.

  A. Phone call
  B. Email
  C. Case
  D. Queue Item
  B. Email

• Question 55:

  You need to apply service level agreements (SLAs) to all of the cases that have a service level of Gold. If a case fails to be resolved within 30 minutes, a manager must be notified by email. If the case fails to be resolved within two hours, an executive must be notified by email.

  What are two possible ways to achieve the goal? Each correct answer presents a complete solution.

  A. Create one SLA that has one SLA item.
  B. Create two SLAs that each has two SLA items.
  C. Create two SLAs that each has one SLA item.
  D. Create one SLA that has two SLA items.
  C. Create two SLAs that each has one SLA item.
  D. Create one SLA that has two SLA items.

• Question 56:

  You plan to create a service activity.

  You need to identify which resources can be added to the service activity.

  What are two possible resources that you can add to the service activity? Each correct answer presents a complete solution,

  A. a user
  B. a territory
  C. a business unit
  D. a facility
  A. a user

• Question 57:

  Your company has a Dynamics CRM organization that uses FieldOne.

  A customer calls your company s Help Desk to report a failed device. The Help Desk technician creates a case in CRM.

  You need to deploy a technician to resolve the issue.

  What should you do first?

  A. Launch the Schedule Assistant.
  B. Notify the technician to verify his job queue.
  C. Resolve the case.
  D. Convert the case to a work order.
  D. Convert the case to a work order.

• Question 58:

  Your Dynamics CRM organization has the service level agreements (SLAs) configured as shown in the following table.

  

  A new case is opened for a customer named Customer1. SLA3 is applied to the case.

  After 20 minutes, you discover that Customer1 has an entitlement named Entitlement1, which is associated to SLA1

  You add Entitlementl1to the case.

  After another 30 minutes, you discover that since the case involves a product named ProductA, the case must be associated to an entitlement named Entitlement2, which is associated to SLA2.

  You change the entitlement to Entitlement2.

  You need to identify how much time remains to resolve the ca

  What should you identify?

  A. three hours and 10 minutes
  B. 10 minutes
  C. one hour and 10 minutes
  D. seven hours and 10 minutes
  A. three hours and 10 minutes

• Question 59:

  A user named User1 creates a new case for a customer. The case is assigned to a queue named Help Desk.

  A user named User2 claims the case from the queue and resolves the case.

  The customer reports that the issue still exists. A user named User3 reopens the case.

  You need to identify the current owner of the case.

  Who should you identify?

  A. the Help Desk team
  B. User1
  C. User2
  D. User3
  B. User1

• Question 60:

  You create a new case that is associated to a service level agreement (SLA). You need to identify what occurs when the case is placed on hold. What should you identify?

  A. An automatic notification is sent to the manager of the user who placed the case on hold.
  B. An automatic notification is sent to the customer who initiated the case.
  C. The time calculations for the Key Performance Indicators (KPIs) are paused.
  D. Users are prevented from editing the case record until the On Hold status changes.
  C. The time calculations for the Key Performance Indicators (KPIs) are paused.