MB2-714 Exam
Replace MB2-714 exams Guide
Testking offers free demo for MB2-714 exam. "Microsoft Dynamics CRM 2021 Customer Service", also known as MB2-714 exam, is a Microsoft Certification. This set of posts, Passing the Microsoft MB2-714 exam, will help you answer those questions. The MB2-714 Questions & Answers covers all the knowledge points of the real exam. 100% real Microsoft MB2-714 exams and revised by experts!
Q11. 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.
A. when a case that is attached to the entitlement is resolved
B. when the entitlement is attached to a new contact
C. when a case that is attached to the entitlement is deleted
D. when the entitlement is attached to a new case
Answer: C
Q12. 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?
A. You will be able to resolve the case. All open activities will remain open.
B. You will be able to resolve the case. All open activities will be completed.
C. You will be prevented from resolving the case.
D. You will be able to resolve the case. All open activities will be canceled.
Answer: A
Q13. 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?
A. reduces the number of service calls
B. reduces the use of social technology
C. reduces the use of web portals and mobile apps
D. reduces the fuel costs of the service calls
Answer: B
Q14. 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?
A. routing rules
B. entitlements
C. service level agreements (SLAs)
D. parent-child inheritance rules
Answer: B
Q15. You need to locate recently created records that reference Feature A . What should you do?
A. Use Advanced Find and specify * FeatureA *
B. Use Global Search and specify "FeatureA*.
C. Use Global Search and specify FeatureA.
D. Use Advanced Find and specify FeatureA.
Answer: D
Q16. 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?
A. A case that is associated to the entitlement is deleted.
B. A case that is associated to the entitlement is canceled.
C. A case that is associated to the entitlement is resolved.
D. A case is associated to the entitlement.
Answer: A
Q17. 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 dciivenes as possible.
What should you configure?
A. a selection rule as Least Busy
B. the available capacity of the service scheduling rule
C. the van work hours as non-overlapping
D. a selection rule as Most Busy
Answer: D
Q18. 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?
A. Change the Decrease Remaining On setting.
B. Add entitlement channels that have a total term of 0.
C. Create a routing rule.
D. Set the default entitlement.
Answer: A
Q19. You plan to create an entitlement template.
You need to identify which types of records can be associated to the tempiate.
What are two possible record types that you can associate to the template? Each correct answer presents a complete solution.
A. contacts
B. service level agreement (SLA)
C. account
D. products
Answer: C
Q20. 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.
A. assigning records
B. sending email
C. prompt and response
D. on-demand workflow
Answer: C,D