Microsoft Dynamics CRM 2016 Customer Service (MB2-714) Free Practice Test
Question 1
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.
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.
Correct Answer: B,C
Question 2
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 need to ensure that all of the resources for a scheduling activity are from the same site.
What should you use?
Correct Answer: A
Question 3
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: D
Question 4
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?
Correct Answer: C
Question 5
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?
Correct Answer: A
Question 6
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 goal to include only cases associated to a specific subject. Which three actions should you perform? Each correct answer presents part of the solution.
Correct Answer: B,D,E
Question 7
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 need to delete the queue.
What are two possible ways to achieve the goal? Each correct answer presents a complete solution.
Correct Answer: B,D
Question 8
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.
Which two fields are required to create the new case manually? Each correct answer presents part of the solution.
Correct Answer: B,E
Question 9
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: D
Question 10
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?
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?
Correct Answer: B