MB2-714 Exam Questions

Your team uses the Dynamics CRM knowledge base. You do not use the interactive service hub. You use articles to resolve cases You have an article template named ArticleTemplate1. Y...

You need to see all of the cases that were canceled. What should you do?

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 th...

You need to find a specific knowledge article. What are three possible search types that can be used to achieve the goal? Each correct answer presents a complete solution.

You plan to use surveys. You need to identify the number of entities that are used to store the survey responses. What should you identify?

You have a Dynamics CRM organization. You need to gather customer data by using several surveys. The solution must use out-of-the box functionality. What are three methods that you...

You have a goal for a customer service representative that includes all of the representative s cases from the current fiscal year. For the upcoming quarter, you need to modify the...

Your company has a Dynamics CRM organization that uses FieldOne. A customer calls your company s Help Desk to report a failed device. The Help Desk technician creates a case in CRM...

You need to identify which actions are available in an enhanced service level agreement (SLA). What are two possible actions that you can identify? Each correct answer presents a c...

You have a queue that contains 100 items. You need to delete the queue. What are two possible ways to achieve the goal? Each correct answer presents a complete solution.

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...

You need to identify how many default service level agreements (SLAs) you can have in a Dynamics CRM organization. What should you identify?

Your customer service agents use two custom entities named Entity 1 and Entity2. You need to organize the records for Entity1 and Entity2 so that they appear together in a single l...

You have a Dynamics CRM organization that has several currencies enabled. What occurs when a user creates a record that has a currency field?

Your company has a Dynamics CRM organization. The company plans to use the product catalog. You need to identify which component must be configured before you can implement the pro...

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 incre...

You have an entitlement that allows 15 cases to be opened by phone. After the 15 cases are opened by phone, you discover that additional cases are being opened by using email, the...

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?

You plan to create an entitlement template. You need to identify which types of records can be associated to the template. What are the possible record types that you can associate...

Your team has a queue named Assignments. A team member named CSR1 plans to work on an item from the Assignments queue. CRS1 reports that after picking the item in the queue, the it...

You are evaluating whether to use a standard or an enhanced service level agreement (SLA). You need to identify a characteristic of a standard SLA. What should you identify?

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...

You have two sites. You need to ensure that all of the resources for a scheduling activity are from the same site. What should you use?

You plan to create a service activity. You need to identify which types of participant can have defined work hours. Which two participant types should you identify? Each correct an...

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...

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-p...

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 represent...

You have a service that is used to schedule the delivery of products to local customers. The service contains a resource group. The resource group contains equipment that represent...

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...

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....

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 ac...

You have a Dynamics CRM organization. You need to recommend which technology can be used to integrate CRM to a telephony system and to provide call scripts from within CRM cases. W...

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 i...

Your team uses the Dynamics CRM knowledge base. You do not use the interactive service hub. You are working with a customer to resolve an issue. You need to provide the customer wi...

You have a routing rule set that routes cases to various queues. The rule set is activated. You need to identify in which scenarios the routing rule will be applied to a case. Whic...

You quality a lead for a business account. After several conversations with the business contact you discover that the business used a different vendor. Which record should you dea...

You need to identify which type of object can be associated to sales territories. Which type of object should you identify?

You have a Dynamics CRM organization that contains the following charts: - A tag chart named Chart1 that displays keywords from case titles - A funnel chart named Chart2 that displ...

You are viewing the Service Activity Volume report from Report Viewer in Dynamics CRM. You need to identify which action can be performed from Report Viewer. Which action should yo...

Your company deploys Dynamics CRM. All of the employees who perform service calls for customers use CRM. You plan to deploy FieldOne. You need to identify a benefit of deploying Fi...

You are working on a case that pertains to a common issue encountered by customers. You discover a new solution to resolve the issue. You need to ensure that all users can find the...

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. Wh...

Your company has a Dynamics CRM organization that uses a FieldOne solution. A customer calls your company's Help Desk to report a failed device. You schedule a technician to resolv...

You need to create a new case in Dynamics CRM. Which two fields are required to create the new case manually? Each correct answer presents part of the solution.

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...

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 id...

You work for a hosting company. One of the data centers experiences an outage. Several contacts from two different customers report the outage. You create a parent case for each cu...

You need to locate recently created records that reference Feature A . What should you do?

Your company uses Dynamics CRM for case management. You need to use the heatmap in Microsoft Power Bl to display customer calls by region. What should you do first?

You complete work on a case. The case has several activities, some of which are open and some of which are complete. You need to identify what will occur when you attempt to resolv...