Microsoft MB2-714 - Microsoft Dynamics CRM 2016 Customer Service Exam
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Total 91 questions
Question #6 (Topic: Topic 1)
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,
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
Answer: A
Question #7 (Topic: Topic 1)
You implement Unified Service Desk in your Dynamics CRM organization.
You need to add a button to a Unified Service Desk toolbar that will load a CRM page to a
hosted control when the button is clicked.
What are two Unified Service Desk components that you can use to achieve the goal?
Each correct answer presents a complete solution.
You need to add a button to a Unified Service Desk toolbar that will load a CRM page to a
hosted control when the button is clicked.
What are two Unified Service Desk components that you can use to achieve the goal?
Each correct answer presents a complete solution.
A. forms
B. action calls
C. scriptlets
D. Window navigation rules
Answer: A,B
Question #8 (Topic: Topic 1)
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.
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
Answer: B
Question #9 (Topic: Topic 1)
You are a customer service representative.
You use the interactive service hub and a multi-stream interactive dashboard.
At the beginning of your shift, you need to view the high-priority open cases and to move
them to one queue. What should you do first?
You use the interactive service hub and a multi-stream interactive dashboard.
At the beginning of your shift, you need to view the high-priority open cases and to move
them to one queue. What should you do first?
A. Perform an Advanced Find.
B. Perform a Global Search.
C. Apply a hierarchal view.
D. Apply a global filter.
Answer: D
Question #10 (Topic: Topic 1)
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?
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.
Answer: C
