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MB2-714 - Microsoft Dynamics CRM 2016 Customer Service - Dump Information

Vendor : Microsoft
Exam Code : MB2-714
Exam Name : Microsoft Dynamics CRM 2016 Customer Service
Questions and Answers : 91 Q & A
Updated On : June 22, 2017
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MB2-714 Questions and Answers

MB2-714


QUESTION: 87

You have the entitlements configured as shown in the following table.


image


You need to identify which entitlement can be renewed currently. What should you identify?


  1. Ent4

  2. Ent2

  3. Ent3

  4. Ent1


Answer: C


QUESTION: 88

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.

  1. The SLA type of SLA1 is set to Standard.

  2. SLA1 is paused.

  3. A default SLA is missing.

  4. SLA1 is not activated.


Answer: B, C


QUESTION: 89

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.


  1. Create one SLA that has one SLA item.

  2. Create two SLAs that each has two SLA items.

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

  4. Create one SLA that has two SLA items.


Answer: C, D


QUESTION: 90

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?


  1. Create a new queue item.

  2. Share the task with a queue.

  3. Assign the task to a queue.

  4. Release a queue item.


Answer: A


QUESTION: 91

You have three service level agreements (SLAs) configured as shown in the following table.


image


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?


  1. To SLA3, add an SLA item that has a Create Record action.

  2. Create a routing rule.

  3. Configure the default entitlement for Contoso.

  4. To SLA3, add an SLA item that has an Assign Record action.


Answer: B


Microsoft MB2-714 Exam (Microsoft Dynamics CRM 2016 Customer Service) Detailed Information

MB2-714 - Microsoft Dynamics CRM 2016 Customer Service


MB2-714 Test Objectives


Manage cases and the knowledge base (25-30%)
  • Create and manage cases
    • Work with the case list and views; search for case records; create a new case record; understand fields on a default case form; analyze business process flows; convert activities to cases; understand the case resolution process; use case routing rules; use case creation rules

  • Create and manage the knowledge base
    • Search for articles; associate an article with a case; use knowledge base articles to help resolve cases; create, manage, and maintain knowledge base article templates; create, modify, and publish knowledge base articles; format articles; attach knowledge base articles to email messages
Manage queues, entitlements, and service level agreements (SLAs) (25-30%)
  • Create and manage queues
    • Understand system queues and personal queues; create and maintain queues; add cases and activities to queues; work with queue items; implement case routing

  • Create and manage entitlements
    • Create and maintain entitlement templates; create a new entitlement; add entitlement lines; associate products; associate entitlement channels; associate an SLA; activate an entitlement; renew an entitlement

  • Create and manage SLAs
    • Understand standard and enhanced SLAs; create SLA actions and details; use SLAs on-demand; manage cases with SLAs; manage service scheduling, interactive service hub, and the unified service desk
Manage service scheduling, interactive service hub, and the unified help desk (20-25%)
  • Implement and manage service scheduling
    • Understand service scheduling scenarios; understand the service scheduling process flow; define and manage resources; implement customer service schedules; create and manage resource groups; define sites, holiday schedules, and services; schedule service activities in the service calendar; manage service activities

  • Work with the interactive service hub and the unified service desk
    • Work with single-stream and multi-stream dashboards; manage queues and cases from streams; create interactive dashboards; understand the unified service desk; understand integrated agent desktop components
Work with FieldOne and surveys and perform service management analysis (20-25%)
  • Perform service management analysis
    • Use Microsoft Power BI service dashboards; work with the service calendar; work with service reports; work with service dashboards; work with system charts for cases; understand service metrics and goals; create goals for case records

  • Use FieldOne with service management
    • Understand FieldOne functionality; identify reasons to automate the field service organization; identify the benefits of using FieldOne

  • Work with surveys
    • Understand survey distribution options; create and configure surveys; capture responses


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