MB2-714 Exam Questions

The Base currency for your Dynamics CRM organization is US dollars. You have an order that has a transaction currency in euros. You need to identify which events will cause the exc...

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 n...

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 identif...

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 th...

You have a new Dynamics CRM organization. You need to define a parent goal and a child goal for cases. Which two items should be the same for the parent goal and the child goal? Ea...

You recently created several customer feedback surveys. You gather the results of the surveys. You need to analyze the results of the surveys. What should you use?

Your company has a Dynamics CRM organization. The company employs 20 technicians who respond to service calls at more than 1,000 customer locations. You need to recommend changes t...

Your company has a Dynamics CRM organization that uses FieldOne. The company employs 10 field technicians. Each technician starts work at 08:00 and ends work at 16:00. You need to...

You have a Dynamics CRM organization that has Unified Service Desk implemented. In CRM, you use a custom entity named Projects for project management. Your customer service represe...

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 ne...

Your company has a Dynamics CRM organization that has the following characteristics: - The organization has 1,000 active users. - The users access CRM by using the web client and m...

You are managing business closures in Dynamics CRM. You configure business closure days for your company. You have 50 managers who belong to a resource group named Managers. You ne...

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

You need to build a single-stream interactive dashboard in the interactive service hub. You are planning the layout of the dashboard. What are two possible components that can you...

You configure a service schedule. You need to identify which processes can be automated as part of the service schedule. Which two processes should you identify? Each correct answe...

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 Dynamics CRM organization that has Unified Service Desk implemented. The system administrator recently made several configuration changes to Unified Service Desk from wi...

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...

You use the interactive service hub for knowledge articles. A customer service representative creates a new article. Other customer service representatives report that they fail to...

Your team uses the interactive service hub for knowledge articles. You are responsible for quality control on new and updated knowledge articles. You receive an article to review t...

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 automati...

You need to create a new case record in Dynamics CRM. What are three possible ways to 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...

You use Dynamics CRM for knowledge base articles. You do not use the interactive service hub. You add a section to an article template. You need to identify the impact to the exist...

You have a new deployment of Dynamics eRM. You are comparing the features between articles in the eRM knowledge base and articles in the interactive service hub- You need to identi...

You are creating a new case. You need to associate the case to a specific customer. What are two possible types of records that you can use to achieve the goal? Each correct answer...

You have a new deployment of Dynamics CRM. The closure preferences are not configured. You create a case named easel, and then you add a child case named. You need to identify what...

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 i...

You have an account record named Account1 that is owned by a user named SalesUser1. You have a private queue. The queue contains customer records that require annual maintenance. A...

You have an entitlement that has total terms of 15. For a customer, you create three cases that are associated to the entitlement. You discover that the remaining terms is a value...

Your Dynamics CRM organization has the service level agreements (SLAs) configured as shown in the following table. A new case 1s opened for a customer named Customer1. SLA3 1s appl...

You have the entitlements configured as shown in the following table. You need to identify which entitlement can be set as the default entitlement for a customer. What should you i...

You have an account named Account1. Account1 owns two subsidiaries named Subsidiary1 And Subsidiary2. The records in Dynamics CRM are tracked and Account! is set as the parent acco...

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 Term...

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?

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 f...

You have the entitlements configured as shown in the following table. You need to identify which entitlement can be renewed currently. What should you identify?

You have a Dynamics CRM organization that has one service level agreement (SLA) named SLA1. SLA1 is the default SLA. SLA1 is not associated to any entitlements. A user edits one of...

You need to apply service level agreements (SLAs) to all of the cases that have a service level of Gold. If a case fails to be resolved within 30 minutes, a manager must be notifie...

You are working on a task from a queue. You fail to finish before the end of your shift. You need to ensure that the users on the next shift can. What should you do?

You have three service level agreements (SLAs) configured as shown in the following table. SLA1 is the default SLA. You have a customer named Contoso, Ltd. You need to ensure that...

You manage a team of five customer service agents. You need to view all of the cases that were opened during the last seven days and to view all of the open activities. What should...

You are viewing the Case Mix (By Priority) chart from the My Active Cases view. You need to identify what will occur when you click a section of the chart. What are two possible ev...

A user named User1 creates a personal dashboard that contains the following: - Two system charts - A personal view - A system view - An iFrame User1 shares the dashboard with a use...