Microsoft MB2-714 Online Practice Questions and Exam Preparation

Microsoft MB2-714 Online Questions & Answers

• Question 81:

  You are responsible for all of the cases created for a customer named Fourth Coffee. The cases are entered by using the customer portal.

  You need to ensure that any cases created for Fourth Coffee are assigned to you.

  What should you do?

  A. Create a service level agreement (SLA) item.
  B. Create a routing rule.
  C. Update the entitlement.
  D. Change the owner of the account.
  C. Update the entitlement.

• Question 82:

  Your company uses Dynamics CRM for case management.

  You need to use the heatmap in Microsoft Power BI to display customer calls by region.

  What should you do first?

  A. From the Interactive Service Hub dashboard, add a widget
  B. CRM dashboard, export data as a dynamic worksheet.
  C. From a CRM dashboard, add a widget.
  D. From Power BI, add a service connection.
  C. From a CRM dashboard, add a widget.

• Question 83:

  A task activity is assigned to a user named SalesUser1.

  After reviewing the task activity, SalesUser1 identifies that the activity must be handled by customer service.

  SalesUser1 needs to send the task activity to a queue named Customer Service Queue.

  SalesUser1 opens the task activity.

  What should SalesUser1 do next?

  A. Edit the Queue Item Details.
  B. Modify the owner
  C. 1 Set the Regarding field,
  D. Select the queue.
  D. Select the queue.

• Question 84:

  You work for a hosting company.

  One of the data centers expenences an outage.

  Several contacts from two different customers report the outage.

  You create a parent case for each customer and a child case for each child cases.

  You need to consolidate all of the cases.

  What should you do?

  A. Merge all of the parent cases into one case, and then delete the child cases.
  B. For each customer, merge all of the child cases for each parent case, and them merge all of the parent cases.
  C. Export the cases, update the cases, and then reimport the cases.
  D. 1 Merge all of the child cases into one case, and then delete the parent cases.
  D. 1 Merge all of the child cases into one case, and then delete the parent cases.

• Question 85:

  You work for a call center that uses Dynamics CRM for case management. You need to recommend a solution that meets the following requirements:

  Provides customer service representatives with a pop-up window initiated by the phone system

  Provides a mechanism to view data*from several different line-of-business applications based on contextual information in CRM

  Which technology should you include in the recommendation?

  A. the interactive service hub
  B. FieldOne
  C. Microsoft Parature
  D. Unified Service Desk
  B. FieldOne

• Question 86:

  You create an entitlement that decreases the total terms when cases are created

  You need to identify what will cause the value of the remaining terms of an entitlement to be incremented or decremented.

  What are two possible causes that you can identify? Each correct answer presents a complete solution.

  A. when a case that is attached to the entitlement is resolved
  B. when the entitlement is attached to a new contact
  C. when a case that is attached to the entitlement is deleted
  D. when the entitlement is attached to a new case
  C. when a case that is attached to the entitlement is deleted

• Question 87:

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

  The system administrator recently made several configuration changes to Unified Service Desk from within CRM.

  Users report that they fail to see any of the changes in the Unified Service Desk client. The changes are visible from CRM.

  You need to ensure that the changes are visible from the Unified Service Desk client.

  What should you do?

  A. Reload CRM in the browser.
  B. Publish the changes in CRM.
  C. Restart the Unified Service Desk client.
  D. Export and import the changes.
  D. Export and import the changes.

• Question 88:

  You have an on-premises deployment of Dynamics CRM, You plan to gather customer feedback by using several surveys. You need to identify the prerequisite for the planned surveys. What should you identify?

  A. Microsoft Exchange Online
  B. a Microsoft Office 365 subscription
  C. Microsoft OneDrive for Business
  D. a Microsoft Azure subscription
  A. Microsoft Exchange Online

• Question 89:

  You plan to deliver several surveys to your customers.

  You need to identify which Dynamics CRM functionalities can be used for the surveys.

  What are two possible functionalities that you can use? Each correct answer presents a complete solution.

  A. Automatically generate survey questions based on CRM data.
  B. Place completed surveys on a marketing list.
  C. Compare survey results to CRM data.
  D. Pipe customer-specific data from CRM to personalize the surveys.
  B. Place completed surveys on a marketing list.
  C. Compare survey results to CRM data.

• Question 90:

  Your Dynamics CRM organization uses the interactive service hub.

  You need to identify which security role must be assigned to you before you can create a new interactive dashboard.

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

  A. Activity Feeds
  B. System Administrator
  C. System Customizer
  D. Customer Service Manager
  C. System Customizer