Microsoft Dynamics CRM 2016 Customer Service - MB2-714 Exam Practice Test
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?
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?
Correct Answer: B
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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?
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?
Correct Answer: C
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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,
Correct Answer: C,D
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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?
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?
Correct Answer: B
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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.
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.
Correct Answer: A,C,E
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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?
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?
Correct Answer: D
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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?
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?
Correct Answer: A
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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?
Correct Answer: D
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You need to locate recently created records that reference Feature A.
What should you do?
What should you do?
Correct Answer: D
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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?
* 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?
Correct Answer: A
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