Microsoft MB2-714 - Microsoft Dynamics CRM 2016 Customer Service Exam
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Total 91 questions
Question #11 (Topic: Topic 1)
You plan to use the automatic record creation and update rules to create new records
automata* based on different types of
You need to identify which record types can be used as the source type for the automatic
record creation and update rules. Which three record types should you identify? Each
correct answer presents a complete solution.
automata* based on different types of
You need to identify which record types can be used as the source type for the automatic
record creation and update rules. Which three record types should you identify? Each
correct answer presents a complete solution.
A. custom activity
B. social activity
C. case
D. lead
E. phone call
Answer: B,C,D
Question #12 (Topic: Topic 1)
You have an entitlement that has an allocation type of Hours.
You need to identify what will cause the remaining terms of the entitlement to be
decremented.
What should you identify?
You need to identify what will cause the remaining terms of the entitlement to be
decremented.
What should you identify?
A. A case that is associated to the entitlement is deleted.
B. A case that is associated to the entitlement is canceled.
C. A case that is associated to the entitlement is resolved.
D. A case is associated to the entitlement.
Answer: A
Question #13 (Topic: Topic 1)
You have an equipment resource for a forklift.
Several scheduling activities are configured to use the forklift.
The forklift breaks down and is sent for repairs.
You set the work hours for the forklift to unavailable.
You need to identify what will occur to the scheduling activities that require the forklift.
What should you identify?
Several scheduling activities are configured to use the forklift.
The forklift breaks down and is sent for repairs.
You set the work hours for the forklift to unavailable.
You need to identify what will occur to the scheduling activities that require the forklift.
What should you identify?
A. The scheduling activities will be added to a queue.
B. The scheduling activities will continue as scheduled.
C. The scheduling activities will be scheduled automatically for the next available time.
D. The scheduling activities will be deactivated.
Answer: D
Question #14 (Topic: Topic 1)
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?
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.
Answer: D
Question #15 (Topic: Topic 1)
You create a new case to which an enhanced service level agreement (SLA) is applied-
The SLA states that the case will be resolved in two hours.
You work on the case for 20 minutes, and then you discover that you require a password
from the customer. The customer is unavailable, so you change the status reason of the
case to On Hold.
Forty minutes later, the customer sends you the password and you change the status
reason of the case to In Progress.
You work on the case for 30 minutes, and then you change the case s status reason to On
Hold, while you wait for a response from the customer. Twenty minutes later, you receive a
response from the customer and you change the case s status reason to In Progress.
You work on the case for an additional 30 minutes, and then you change the case s status
reason to Resolved. How many minutes will the Resolve By KPI display for this case?
The SLA states that the case will be resolved in two hours.
You work on the case for 20 minutes, and then you discover that you require a password
from the customer. The customer is unavailable, so you change the status reason of the
case to On Hold.
Forty minutes later, the customer sends you the password and you change the status
reason of the case to In Progress.
You work on the case for 30 minutes, and then you change the case s status reason to On
Hold, while you wait for a response from the customer. Twenty minutes later, you receive a
response from the customer and you change the case s status reason to In Progress.
You work on the case for an additional 30 minutes, and then you change the case s status
reason to Resolved. How many minutes will the Resolve By KPI display for this case?
A. 30
B. 80
C. 110
D. 140
Answer: C
