MB2-714-Service

Question 1 of 89

1

89 - 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 that you can use? Each correct answer presents a complete solution.

Select one or more of the following:

Automatically generate survey questions based on CRM data.
Place completed surveys on a marketing list.
Compare survey results to CRM data.
Pipe customer-specific data from CRM to personalize the surveys.

Explanation

Question 2 of 89

1

88 - 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 include on the dashboard? Each correct answer presents a complete solution.

Select one or more of the following:

Queues
Web Resources
Knowledge Articles
iFrames

Explanation

Question 3 of 89

1

87 - You have a new deployment of Dynamics CRM.
The closure preferences are not configured.
You create a case named Case1, and then you add a child case named Case2.
You need to identify what will occur when you attempt to close Case1.
What should you identify?

Select one or more of the following:

Case1 will fail to close.
The cases automatically merge, and then Case1will close.
Case1 and Case2 will close.
Case1 will close and Case2 will remain open.

Explanation

Question 4 of 89

1

86 - 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 existing articles that use the article template. What should you identify?

Select one or more of the following:

Draft articles and published articles will be updated.
Draft articles and published articles will remain unchanged.
Draft articles will be updated. A minor version will be created for published articles.
Draft articles will be updated. Published articles will remain unchanged.

Explanation

Question 5 of 89

1

85 - 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?

Select one or more of the following:

Create a service level agreement (SLA) item.
Create a routing rule.
Update the entitlement.
Change the owner of the account.

Explanation

Question 6 of 89

1

84 - 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? Each correct answer presents part of the solution.

Select one or more of the following:

the rollup query
the subject
the time period
the goal metric

Explanation

Question 7 of 89

1

83 - 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?

Select one or more of the following:

Sway
Office Delve
Microsoft Power BI
Microsoft Intune

Explanation

Question 8 of 89

1

82 - 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 presents a complete solution

Select one or more of the following:

custom entity
lead
contact
account

Explanation

Question 9 of 89

1

81 - 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.

Select one or more of the following:

Merge
Assign
Apply Routing Rule
Do not decrement entitlement terms
Add to Queue

Explanation

Question 10 of 89

1

80 - 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?

Select one or more of the following:

Set the queue type to Public
Edit the security hierarchy.
Set the queue type to Private.
Edit the routing rule.

Explanation

Question 11 of 89

1

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

Select one or more of the following:

tier one
multi-stream
single-stream
system

Explanation

Question 12 of 89

1

78 - You have an account named Account1. Account1 owns two subsidiaries named Subsidiary1 and Subsidiary2.
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?

Select one or more of the following:

Apply the entitlement template for Account1.
Create one entitlement for each subsidiary.
Configure the Parent and Child case settings.
Edit the terms of the service level agreement (SLA).

Explanation

Question 13 of 89

1

77 - 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 mobile devices.
• Managers are responsible for updating all of the account records.
• All of the users are responsible for creating and updating case records.

The company is evaluating whether to implement Unified Service Desk.
You need to identify the characteristic of the company that will prevent the successful use of Unified What should you identify?

Select one or more of the following:

Managers are responsible for updating all of the account records.
The users access CRM by using the web client and mobile devices.
The company has 1,000 active users.
All of the users are responsible for creating and updating case records.

Explanation

Question 14 of 89

1

76 - 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 identify what percentage of the technician utilization time is scheduled for the service calls that will take place the next day.
Which tool should you use?

Select one or more of the following:

the Schedule Assistant
the Schedule board
the visual filter
the Report Wizard

Explanation

Question 15 of 89

1

75 - 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?

Select one or more of the following:

Create a subject for each Project and associate each case to that subject.
Create individual cases that are all associated to the specific customer for whom you created the project.
Use case merging to create a master case for the project, then merge any specific cases into the master case.
Use parent and child cases and configure the Parent and Child case settings.

Explanation

Question 16 of 89

1

74 - 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 events that can occur? Each correct answer presents a complete solution.

Select one or more of the following:

The chart will save a copy of the new criteria as Case Mix (2).
The grid will show only the active cases that are contained in the section.
A control will appear that provides you with the ability to drill down.
A control will appear that provides you with the ability to apply a visual filter.

Explanation

Question 17 of 89

1

73 - Your Dynamics CRM organization has the service level agreements (SLAs) configured as shown in the following table.
(image)
A new case is opened for a customer named Customer1. SLA3 is applied to the case.
After 20 minutes, you discover that Customer1 has an entitlement named Entitlement1, which is associated to SLA1
You add Entitlementl1to the case.
After another 30 minutes, you discover that since the case involves a product named ProductA, the case must be associated to an entitlement named Entitlement2, which is associated to SLA2.
You change the entitlement to Entitlement2.
You need to identify how much time remains to resolve the case What should you identify?

Select one or more of the following:

three hours and 10 minutes
10 minutes
one hour and 10 minutes
seven hours and 10 minutes

Explanation

Question 18 of 89

1

72 - 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?

Select one or more of the following:

Reload CRM in the browser.
Publish the changes in CRM.
Restart the Unified Service Desk client.
Export and import the changes.

Explanation

Question 19 of 89

1

71 - 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 find the article in the interactive service hub.
You need to ensure that all of the customer service representatives can find the article. What should you do?

Select one or more of the following:

Send the customer service representatives the public URL for the article by email.
Have a manager approve the article.
Increment a major version number.
Create the article in the Dynamics CRM knowledge base.

Explanation

Question 20 of 89

1

70 - 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 the SLA items in SLA1.
You discover that SLA1 is no longer applied to cases.
You need to identify the possible causes of the issue. What are two possible causes? Each correct answer presents a complete solution.

Select one or more of the following:

The SLA type of SLA1 is set to Standard.
SLA1 is paused.
A default SLA is missing.
SLA1 is not activated.

Explanation

Question 21 of 89

1

69 - 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 answer presents a complete solution.

Select one or more of the following:

showing all of the resources that are qualified, regardless of their availability
rotating vacation schedules for the resources
scheduling resources around planned meal breaks
showing all of the resources that are available and qualified

Explanation

Question 22 of 89

1

68 - 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.

Select one or more of the following:

the security of Tech1
the service preferences of the customer
the selection rules of the service
the resources of the resource group

Explanation

Question 23 of 89

1

67 - You have a new deployment of Dynamics CRM.
You are comparing the features between articles in the CRM knowledge base and articles in the interactive service hub.
You need to identify which feature is available only for articles in the interactive service hub. What should you identify?

Select one or more of the following:

Articles can contain tables and highlighted text.
Articles can be located by performing a full-text search.
Articles can be linked to a case.
Policies can be enforced before articles are published.

Explanation

Question 24 of 89

1

66 - You have three service level agreements (SLAs) configured as shown in the following table.
(imagen)
SLA1 is the default SLA.
You have a customer named Contoso, Ltd.
You need to ensure that SLA3 always applies to cases that are opened by Contoso.
What should you do?

Select one or more of the following:

To SLA3, add an SLA item that has a Create Record action.
Create a routing rule.
Configure the default entitlement for Contoso.
To SLA3, add an SLA item that has an Assign Record action.

Explanation

Question 25 of 89

1

65 - 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?

Select one or more of the following:

Draft
Canceled
Active
Expired
Waiting

Explanation

Question 26 of 89

1

64 - 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?

Select one or more of the following:

Create a new queue item.
Share the task with a queue.
Assign the task to a queue.
Release a queue item.

Explanation

Question 27 of 89

1

63 - 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 need to ensure that the managers can be scheduled for activities anytime, including during the business closure days. All other resources must be prevented from being scheduled on the business closure days.
What should you configure?

Select one or more of the following:

the user records
the closure for the CRM organization
the selection rules
the record for the Managers resource group

Explanation

Question 28 of 89

1

62 - 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.

Select one or more of the following:

Set the queue field to your personal queue.
Set the source type to Email
Select Create records for email from unknown senders.
Select Create case if a valid entitlement exists for the customer.
Set the queue field to Support.

Explanation

Question 29 of 89

1

61 - 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?

Select one or more of the following:

the Help Desk team
User1
User2
User3

Explanation

Question 30 of 89

1

60 - 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 notified by email. If the case fails to be resolved within two hours, an executive must be notified by email.
What are two possible ways to achieve the goal? Each correct answer presents a complete solution.

Select one or more of the following:

Create one SLA that has one SLA item.
Create two SLAs that each has two SLA items.
Create two SLAs that each has one SLA item.
Create one SLA that has two SLA items.

Explanation

Question 31 of 89

1

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

Select one or more of the following:

Ent4
Ent2
Ent3
Ent1

Explanation

Question 32 of 89

1

58 - 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.

Select one or more of the following:

Use the Import Data Wizard.
Convert a lead.
Convert a custom activity.
Use the Quick Create form.
Convert an opportunity.

Explanation

Question 33 of 89

1

57 - 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 team named CSRUsers manages the queue. Maintenance for the account records is performed by a user named CSR1.
You need to identify who will be the owner of Account1 when the queue item for the account record is added to the queue.
Who should you identify?

Select one or more of the following:

the access team
the CSRUsers team
SalesUser1
CSR1

Explanation

Question 34 of 89

1

56 - 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 to the organization to meet the following requirements:
• Improve the accuracy of the estimated technician arrival time at the customer locations.
• Collect real-time analytics about visits to the customer locations.
What should you include in the recommendation?

Select one or more of the following:

FieldOne
Unified Service Desk
the interactive service hub
Microsoft Power BI

Explanation

Question 35 of 89

1

55 - 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.

Select one or more of the following:

Create one routing rule set that has one rule item defined for each support agreement level.
Create one routing rule set for each support agreement level.
Create an automatic record creation and update rule that has the source type set to Email and the Queue field set to Support.
Create four automatic record creation and update rules. Configure each rule to have a Source type of Email, and the Queue set to either None, Silver, Gold, or Platinum.
Create an automatic record creation and update rule that has the source type set to Email and the Queue field left blank.

Explanation

Question 36 of 89

1

54 - 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 that is incomplete.
You need to request that the author of the knowledge article complete the article, while ensuring that the article is inaccessible to other users.
What should you do first?

Select one or more of the following:

Set the version number to a minor version.
Deactivate the knowledge article.
Reject the knowledge article.
Change the process flow.

Explanation

Question 37 of 89

1

53 - You have the entitlements configured as shown in the following table.
(imagen)
You need to identify which entitlement can be set as the default entitlement for a customer. What should you identify?

Select one or more of the following:

Ent1
Ent2
Ent3
Ent4

Explanation

Question 38 of 89

1

52 - 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 user named User2.
You need to identify which additional item must be shared with User2 to ensure that User2 can view all the contents of the dashboard.
Which item should you identify?

Select one or more of the following:

the system charts
the personal view
the system view
the iFrame

Explanation

Question 39 of 89

1

51 - 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 do?

Select one or more of the following:

Create a saved view.
Perform an Advanced Find.
View the Service Activity Volume report.
Create a personal dashboard.

Explanation

Question 40 of 89

1

50 - 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. What should you identify?

Select one or more of the following:

Microsoft Exchange Online
a Microsoft Office 365 subscription
Microsoft OneDrive for Business
a Microsoft Azure subscription

Explanation

Question 41 of 89

1

49 - 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 can use to distribute the surveys? Each correct answer presents a complete solution.

Select one or more of the following:

surveys published to websites wrapped in iFrames
surveys published as mobile apps
customer-specific surveys shared by sending invitations by email
anonymous surveys made available through a URL
surveys published as web apps

Explanation

Question 42 of 89

1

48 - 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 displays case resolution times
• A line chart named Chart3 that displays priorities
• A doughnut chart named Chart4 that displays the number of cases by priority
You need to identify which charts can be added to a personal dashboard.
What are two possible charts that you can add? Each correct answer presents a complete solution.

Select one or more of the following:

Chart1
Chart2
Chart3
Chart4

Explanation

Question 43 of 89

1

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

Select one or more of the following:

Use Advanced Find and specify *FeatureA*.
Use Global Search and specify “FeatureA*.
Use Global Search and specify FeatureA.
Use Advanced Find and specify FeatureA.

Explanation

Question 44 of 89

1

46 - 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 answer presents a complete solution.

Select one or more of the following:

Resource group
Site
User
Equipment

Explanation

Question 45 of 89

1

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

Select one or more of the following:

From the Interactive Service Hub dashboard, add a widget
CRM dashboard, export data as a dynamic worksheet.
From a CRM dashboard, add a widget.
From Power BI, add a service connection.

Explanation

Question 46 of 89

1

44 - 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,

Select one or more of the following:

a user
a territory
a business unit
a facility

Explanation

Question 47 of 89

1

43 - 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.

Select one or more of the following:

Forms
Action calls
Scriptlets
Window navigation rules

Explanation

Question 48 of 89

1

42 - 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.

Select one or more of the following:

Phone call
Email
Case
Queue Item

Explanation

Question 49 of 89

1

41 - 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. You publish articles that use ArticleTemplate 1
You need to prevent ArticleTemplate1 from being used to create any more articles. The solution must ensure that existing articles remain available. What should you do?

Select one or more of the following:

Modify the properties of ArticteTemplate1.
Delete ArticteTemplate1.
Deactivate ArticleTemplate1
Remove ArticleTemplate1 from the default solution.

Explanation

Question 50 of 89

1

40 - 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 of 12.
You need to identify what the remaining terms will be if you merge the three cases.
What should you identify?

Select one or more of the following:

9
11
12
14

Explanation

Question 51 of 89

1

39 - 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 identify?

Select one or more of the following:

the cases that use the article and the number of views per case
the customer service representatives who viewed the article and the number of views per case
a helpfulness rating for the article and the cases that use the article
a helpfulness rating for the article and the customer service representatives who viewed the article.

Explanation

Question 52 of 89

1

38 - 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 representatives will access the information in Projects from Unified Service Desk. The projects will be associated to specific accounts always. When a user selects a project from an account the project will open in a different window.
You need to identify which Unified Service Desk component you should use to display the project information in the Unified Service Desk interface.
Which component should you identify?

Select one or more of the following:

a hosted control
a computer telephony integration (CTI) adapter
an event
an entity search

Explanation

Question 53 of 89

1

37 - 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.

Select one or more of the following:

custom activity
social activity
case
lead
phone call

Explanation

Question 54 of 89

1

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

Select one or more of the following:

one per organization
one per customer
one per entitlement
one per SLA item

Explanation

Question 55 of 89

1

35 - 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?

Select one or more of the following:

Edit the Queue Item Details.
Modify the owner
1 Set the Regarding field
Select the queue.

Explanation

Question 56 of 89

1

34 - Your company has a Dynamics CRM organization that uses FieldOne.
A customer calls your companys Help Desk to report a failed device. The Help Desk technician creates a case in CRM.
You need to deploy a technician to resolve the issue. What should you do first?

Select one or more of the following:

Launch the Schedule Assistant.
Notify the technician to verify his job queue.
Resolve the case.
Convert the case to a work order.

Explanation

Question 57 of 89

1

33 - 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 named ProductB.
You need to ensure that only a contact named Contact1 can open cases for ProductA and only a contact named Contact2 can open cases for Products.
What should you use?

Select one or more of the following:

Routing rules
Entitlements
Service level agreements (SLAs)
Parent-child inheritance rules

Explanation

Question 58 of 89

1

32 - 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 resolve the case. What should you identify?

Select one or more of the following:

You will be able to resolve the case. All open activities will remain open.
You will be able to resolve the case. All open activities will be completed.
You will be prevented from resolving the case.
You will be able to resolve the case. All open activities will be canceled.

Explanation

Question 59 of 89

1

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

Select one or more of the following:

Export all of the queue items to a Microsoft Excel file.
Perform a Global Search and save a personal view.
Perform an Advanced Find and save a personal view.
Review the Audit log.

Explanation

Question 60 of 89

1

30 - 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 location. What should you do first?

Select one or more of the following:

Enable the entities for queues.
Enable the entities for access teams.
Create a system view.
Create a personal view.

Explanation

Question 61 of 89

1

29 - 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 identify?

Select one or more of the following:

A message that the appointments outside of work hours will appear, and the resource will be removed automatically from the appointment when you save the appointment.
The appointment will be saved successfully and the manager of the resource will receive a notification by email.
A message that the appointment is outside of work hours will appear, and you will be prompted to edit the work hours of the resource.
A message that the appointment is outside of work hours will appear, and you will be able to save the appointment.

Explanation

Question 62 of 89

1

28 - 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 complete solution.

Select one or more of the following:

assigning records
sending email
prompt and response
on-demand workflow

Explanation

Question 63 of 89

1

27 - 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 FieldOne. What should you identify?

Select one or more of the following:

reduces the number of service calls
reduces the use of social technology
reduces the use of web portals and mobile apps
reduces the fuel costs of the service calls

Explanation

Question 64 of 89

1

26 - 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 representatives with a pop-up window initiated by the phone system
• Provides a mechanism to view data from several different line-of-business applications based on contextual information in CRM
Which technology should you include in the recommendation?

Select one or more of the following:

the Interactive Service Hub
FieldOne
Microsoft Parature
Unified Service Desk

Explanation

Question 65 of 89

1

25 - 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.

Select one or more of the following:

Topic
Full-text
Keyword
Attachment
Article number

Explanation

Question 66 of 89

1

24 - 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?

Select one or more of the following:

a selection rule
a resource group
a service level agreement (SLA)
a field security profile

Explanation

Question 67 of 89

1

23 - 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 represents 10 delivery vans.
You need to ensure that you maximize the use of each delivery van while performing as many decisiveness as possible.
What should you configure?

Select one or more of the following:

a selection rule as Least Busy
the available capacity of the service scheduling rule
the van work hours as non-overlapping
a selection rule as Most Busy

Explanation

Question 68 of 89

1

22 - 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 item no longer appears in the queue.
You need to tell CSR1 which type of queue to open-to view the item.
Which type of queue should you tell CSR1 to open?

Select one or more of the following:

Personal
Shared
Escalation
Public

Explanation

Question 69 of 89

1

21 - 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.
What are two possible security roles that will achieve the goal? Each correct answer presents a complete solution.

Select one or more of the following:

Activity Feeds
System Administrator
System Customizer
Customer Service Manager

Explanation

Question 70 of 89

1

20 - 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.

Select one or more of the following:

Subject
Product
Case Title
Origin
Customer

Explanation

Question 71 of 89

1

19 - You plan to create an entitlement template. You need to identify which types of records can be associated to the template.
What are two possible record types that you can associate to the template? Each correct answer presents a complete solution.

Select one or more of the following:

Contacts
Service Level Agreement (SLA)
Account
Products

Explanation

Question 72 of 89

1

18 - 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?

Select one or more of the following:

A case that is associated to the entitlement is deleted.
A case that is associated to the entitlement is canceled.
A case that is associated to the entitlement is resolved.
A case is associated to the entitlement.

Explanation

Question 73 of 89

1

17 - 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.
Which technology should you recommend?

Select one or more of the following:

Microsoft Parature
the Engagement Hub
the Interactive Service Hub
the Integrated Desktop Agent

Explanation

Question 74 of 89

1

16 - 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 with an article from the knowledge base. What should you do?

Select one or more of the following:

From the article, click Email a Link.
From the article, click Share.
From the article, click Copy a link.
Create an email and click Insert Article.

Explanation

Question 75 of 89

1

15 - 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?

Select one or more of the following:

An automatic notification is sent to the manager of the user who placed the case on hold.
An automatic notification is sent to the customer who initiated the case.
The time calculations for the Key Performance Indicators (KPIs) are paused.
Users are prevented from editing the case record until the On Hold status changes.

Explanation

Question 76 of 89

1

14 - 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 resolve the issue. You need to identify which notification methods can be used to notify the technician. What are two possible notification methods? Each correct answer presents a complete solution.

Select one or more of the following:

an automated phone call
an email message
Windows 10 toast
a text message
a web browser pop-up

Explanation

Question 77 of 89

1

13 - 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?

Select one or more of the following:

Perform an Advanced Find.
Perform a Global Search.
Apply a hierarchal view.
Apply a global filter.

Explanation

Question 78 of 89

1

12 - 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. Which three scenarios should you Identify? Each correct answer presents a complete solution.

Select one or more of the following:

when multiple cases are selected and Apply Routing Rule is clicked.
when a new case is created by using an Automatic Record Creation Rule.
when the record is assigned to a new user.
when Save & Route is clicked from within a record.
when a new case is created manually and Save is clicked from within the case.

Explanation

Question 79 of 89

1

11 - 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?

Select one or more of the following:

30
80
110
140

Explanation

Question 80 of 89

1

10 - 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.

Select one or more of the following:

Reassign the items in the queue, and then delete the queue.
Cancel the items in the queue, and then delete the queue.
Set the queue type to Public deactivate the queue, and then delete the queue.
Set the queue type to Private, deactivate the queue, and then delete the queue.

Explanation

Question 81 of 89

1

9 - You have a goal for a customer service representative that includes all of the representatives cases from the current fiscal year. For the upcoming quarter, you need to modify the goal to include only cases associated to a specific subject. Which three actions should you perform? Each correct answer presents part of the solution.

Select one or more of the following:

Create a rollup query that filters the case list based on the subject and CreatedOn fields of the case.
Create a rollup query that filters the case list based on the subject field of the case.
Associate the rollup query to the goal record.
Change the time period of the goal record.
Update the rollup field on the goal record.

Explanation

Question 82 of 89

1

8 - 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 new solution. What should you do?

Select one or more of the following:

Create a knowledge article.
Create a solution file.
Assign the case to a team that includes all of the users
Share the case with all of the users.

Explanation

Question 83 of 89

1

7 - 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 incremented or decremented.
What are two possible causes that you can identify? Each correct answer presents a complete solution.

Select one or more of the following:

when a case that is attached to the entitlement is resolved
when the entitlement is attached to a new contact
when a case that is attached to the entitlement is deleted
when the entitlement is attached to a new case

Explanation

Question 84 of 89

1

6 - 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?

Select one or more of the following:

1
2
3
4

Explanation

Question 85 of 89

1

5 - You work for a hosting company.
One of the data centers expenences an outage.
Several contacts from two different customers report the outage.
You create a parent case for each customer and a child case for each child cases.
You need to consolidate all of the cases. What should you do?

Select one or more of the following:

Merge all of the parent cases into one case, and then delete the child cases.
For each customer, merge all of the child cases for each parent case, and them merge all of the parent cases.
Export the cases, update the cases, and then reimport the cases.
Merge all of the child cases into one case, and then delete the parent cases.

Explanation

Question 86 of 89

1

4 - 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 you identify?

Select one or more of the following:

Add an activity.
Synchronize to Microsoft Outlook.
Resolve a case.
Export to Microsoft Excel.

Explanation

Question 87 of 89

1

3 - 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?

Select one or more of the following:

The SLA can be paused.
The status can be tracked directly from the case form.
Actions can be triggered based on specific success catena.
The failure time is tracked.

Explanation

Question 88 of 89

1

2 - 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 Internet and Facebook.
You need to ensure that cases can be submitted for the entitlement only by using the phone. What should you do?

Select one or more of the following:

Change the Decrease Remaining On setting.
Add entitlement channels that have a total term of 0.
Create a routing rule.
Set the default entitlement.

Explanation

Question 89 of 89

1

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?

Select one or more of the following:

The scheduling activities will be added to a queue.
The scheduling activities will continue as scheduled.
The scheduling activities will be scheduled automatically for the next available time.
The scheduling activities will be deactivated.

	Created by Roberto López about 7 years ago

Service

MB2-714-Service

Question 1 of 89

89 - 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 that you can use? Each correct answer presents a complete solution.

Select one or more of the following:

Explanation

Question 2 of 89

88 - 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 include on the dashboard? Each correct answer presents a complete solution.

Select one or more of the following:

Explanation

Question 3 of 89

87 - You have a new deployment of Dynamics CRM. The closure preferences are not configured. You create a case named Case1, and then you add a child case named Case2. You need to identify what will occur when you attempt to close Case1. What should you identify?

Select one or more of the following:

Explanation

Question 4 of 89

86 - 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 existing articles that use the article template. What should you identify?

Select one or more of the following:

Explanation

Question 5 of 89

85 - 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?

Select one or more of the following:

Explanation

Question 6 of 89

84 - 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? Each correct answer presents part of the solution.

Select one or more of the following:

Explanation

Question 7 of 89

83 - 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?

Select one or more of the following:

Explanation

Question 8 of 89

82 - 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 presents a complete solution

Select one or more of the following:

Explanation

Question 9 of 89

Select one or more of the following:

Explanation

Question 10 of 89

80 - 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?

Select one or more of the following:

Explanation

Question 11 of 89

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

Select one or more of the following:

Explanation

Question 12 of 89

Select one or more of the following:

Explanation

Question 13 of 89

Select one or more of the following:

Explanation

Question 14 of 89

Select one or more of the following:

Explanation

Question 15 of 89

Select one or more of the following:

Explanation

Question 16 of 89

74 - 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 events that can occur? Each correct answer presents a complete solution.

Select one or more of the following:

Explanation

Question 17 of 89

Select one or more of the following:

Explanation

Question 18 of 89

Select one or more of the following:

Explanation

Question 19 of 89

Select one or more of the following:

Explanation

Question 20 of 89

Select one or more of the following:

Explanation

Question 21 of 89

69 - 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 answer presents a complete solution.

Select one or more of the following:

Explanation

Question 22 of 89

Select one or more of the following:

Explanation

89 - 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 that you can use? Each correct answer presents a complete solution.

88 - 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 include on the dashboard? Each correct answer presents a complete solution.

87 - You have a new deployment of Dynamics CRM.
The closure preferences are not configured.
You create a case named Case1, and then you add a child case named Case2.
You need to identify what will occur when you attempt to close Case1.
What should you identify?

86 - 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 existing articles that use the article template. What should you identify?

85 - 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?

84 - 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? Each correct answer presents part of the solution.

82 - 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 presents a complete solution

80 - 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?

74 - 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 events that can occur? Each correct answer presents a complete solution.

69 - 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 answer presents a complete solution.

67 - You have a new deployment of Dynamics CRM.
You are comparing the features between articles in the CRM knowledge base and articles in the interactive service hub.
You need to identify which feature is available only for articles in the interactive service hub. What should you identify?

66 - You have three service level agreements (SLAs) configured as shown in the following table.
(imagen)
SLA1 is the default SLA.
You have a customer named Contoso, Ltd.
You need to ensure that SLA3 always applies to cases that are opened by Contoso.
What should you do?

65 - 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?

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

58 - 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.

53 - You have the entitlements configured as shown in the following table.
(imagen)
You need to identify which entitlement can be set as the default entitlement for a customer. What should you identify?