Microsoft MB2-714 Online Practice Questions and Exam Preparation

Microsoft MB2-714 Online Questions & Answers

• Question 61:

  You have a customer who purchased two support contracts from your organization. One support contract is for a product named ProductA and the other support contract is for a product named ProductB.

  You need to ensure that only a contact named Contact1 can open cases for ProductA and only a contact named Contact2 can open cases for Products.

  What should you use?

  A. routing rules
  B. entitlements
  C. service level agreements (SLAs)
  D. parent-child inheritance rules
  B. entitlements

• Question 62:

  You have a queue named Support.

  You need to ensure that when a customer who has an active entitlement sends an email message to the Support queue, a case record is created automatically.

  Which three field values should you set for the new automatic record creation and update rule? Each correct answer presents part of the solution.

  A. Set the queue field to your personal queue.
  B. Set the source type to Email
  C. Select Create records for email from unknown senders.
  D. Select Create case if a valid entitlement exists for the customer.
  E. Set the queue field to Support.
  B. Set the source type to Email
  C. Select Create records for email from unknown senders.
  D. Select Create case if a valid entitlement exists for the customer.

• Question 63:

  You are working on a task from a queue. You fail to finish before the end of your shift. You need to ensure that the users on the next shift can What should you do?

  A. Create a new queue item.
  B. Share the task with a queue.
  C. Assign the task to a queue.
  D. Release a queue item.
  A. Create a new queue item.

• Question 64:

  You use the interactive service hub for knowledge articles.

  You need to identify which information can be gathered from the Analytics tab of a knowledge article.

  What should you identify?

  A. the cases that use the article and the number of views per case
  B. the customer service representatives who viewed the article and the number of views per case
  C. a helpfulness rating for the article and the cases that use the article
  D. a helpfulness rating for the article and the customer service representatives who viewed the article.
  C. a helpfulness rating for the article and the cases that use the article

• Question 65:

  Your team uses the interactive service hub for knowledge articles.

  You are responsible for quality control on new and updated knowledge articles.

  You receive an article to review that is incomplete.

  You need to request that the author of the knowledge article complete the article, while ensuring that the article is inaccessible to other users.

  What should you do first?

  A. Set the version number to a minor version.
  B. Deactivate the knowledge article.
  C. Reject the knowledge article.
  D. Change the process flow.
  D. Change the process flow.

• Question 66:

  While viewing open cases on an interactive dashboard in the integrated service hub, your manager informs you that there is a recall on a new product.

  The cases associated to the new product must not affect the customer support agreement and must be moved to a queue named Recall Queue for processing.

  You discover that a case regarding the recalled product is assigned to you.

  You need to manage the case based on guidelines provided by the manager.

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

  A. Merge
  B. Assign
  C. Apply Routing Rule
  D. Do not decrement entitlement terms
  E. Add to Queue
  B. Assign
  D. Do not decrement entitlement terms

• Question 67:

  You need to identify what will occur when you attempt to create a service appointment that contains a resource outside of the assigned work hours of the resource. What should you identify?

  A. A message that the appointments outside of work hours will appear, and the resource will t>e removed automatically from the appointment when you save the appointment.
  B. The appointment will be saved successfully and the manager of the resource will receive a notification by email.
  C. A message that the appointment is outside of work hours will appear, and you will be prompted to edit the work hours of the resource.
  D. A message that the appointment is outside of work hours will appear, and you will be able to save the appointment.
  D. A message that the appointment is outside of work hours will appear, and you will be able to save the appointment.

• Question 68:

  You use the interactive service hub for knowledge articles.

  A customer service representative creates a new article. Other customer service representatives report that they fail to find the article in the interactive service hub.

  You need to ensure that all of the customer service representatives can find the article.

  What should you do?

  A. Send the customer service representatives the public URL for the article by email.
  B. Have a manager approve the article.
  C. Increment a major version number.
  D. Create the article in the Dynamics CRM knowledge base.
  C. Increment a major version number.

• Question 69:

  You have an entitlement that has total terms of 15.

  For a customer, you create three cases that are associated to the entitlement.

  You discover that the remaining terms is a value of 12.

  You need to identify what the remaining terms will be if you merge the three cases.

  What should you identify?

  A. 9
  B. 11
  C. 12
  D. 14
  C. 12

• Question 70:

  You have a Dynamics CRM organization that has Unified Service Desk implemented.

  In CRM, you use a custom entity named Projects for project management.

  Your customer service representatives will access the information in Projects from Unified Service Desk. The projects will be associated to specific accounts always. When a user selects a project from an account the project will open in a

  different window.

  You need to identify which Unified Service Desk component you should use to display the project information in the Unified Service Desk interface.

  Which component should you identify?

  A. a hosted control
  B. a computer telephony integration (CTI) adapter
  C. an event
  D. an entity search
  A. a hosted control