MB2-714 Exam
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Exam Code: MB2-714 (Practice Exam Latest Test Questions VCE PDF)
Exam Name: Microsoft Dynamics CRM 2021 Customer Service
Certification Provider: Microsoft
Free Today! Guaranteed Training- Pass MB2-714 Exam.
Q21. 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?
A. Enable the entities for queues.
B. Enable the entities for access teams.
C. Create a system view.
D. Create a personal view.
Answer: D
Q22. 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?
A. Perform an Advanced Find.
B. Perform a Global Search.
C. Apply a hierarchal view.
D. Apply a global filter.
Answer: D
Q23. 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?
A. JThe SLA can be paused-
B. The status can be tracked directly from the case form.
C. Actions can be triggered based on specific success catena.
D. The failure time is tracked.
Answer: D
Q24. 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.
A. Activity Feeds
B. System Administrator
C. System Customizer
D. Customer Service Manager
Answer: C
Q25. 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?
A. From the article, click Email a Link.
B. From the article, click Share.
C. From the article, click Copy a link.
D. Create an email and click Insert Article.
Answer: A
Q26. 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.
A. an automated phone call
B. an email message
C. Windows 10 toast
D. a text message
E. a web browser pop-up
Answer: A,B
Q27. 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.
A. Phone call
B. Email
C. Case
D. Queue Item
Answer: B
Q28. 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?
A. Microsoft Exchange Online
B. a Microsoft Office 365 subscription
C. Microsoft OneDrive for Business
D. a Microsoft Azure subscription
Answer: A