Microsoft Dynamics CRM 2016 Customer Service v8.0 (MB2-714)

You have a public queue named Queue1.
You need to restrict access to Queue1 so that only four users can view the queue.
What should you do first?

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.

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?

You have a Dynamics CRM organization that has one service level agreement (SLA)

You create a new entitlement that has the following configurations:
Name: Ent1
Start date: In two weeks
End date: In two years
Allocation type: Number of cases
Total Terms: 0
Status: Activated
You need to identify the status of Ent1. What should you identify?.

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.

You have the entitlements configured as shown in the following table.

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.

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.

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?

You need to create a dashboard for the interactive priority, incident type, and resolution trend.
Which type of dashboard should you create?

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?

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

You work for a company that handles large projects for customers.
During a project, issues commonly arise.
When there are multiple issues for a project, you need to have a master issue to which you can associate all individual issues. You must prevent the master issue from being resolved until all of the associated issues are resolved.
What should you do?

You have an account named Account1. Account1 owns two subsidiaries named
Subsidiary1 and Subsidiary?.
The records in Dynamics CRM are tracked and Account1 is set as the parent account for each subsidiary. Account1 handles the billing and the accounting for each subsidiary.
You need to ensure that Subsidary1 has a service contract based on the number of cases and Subsidiary2 has a service contract based on the number of hours.
What should you do?