MB2-714 Exam
[Realistic] MB2-714 Microsoft actual test 1-10 (Jan 2021)
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Q1. 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?
A. a selection rule
B. a resource group
C. a service level agreement (SLA)
D. a field security profile
Answer: C
Q2. Your company uses Dynamics CRM for case management.
You need to use the heatmap in Microsoft Power BI to display customer calls by region. What should you do first?
A. From the Interactive Service Hub dashboard, add a widget
B. CRM dashboard, export data as a dynamic worksheet.
C. From a CRM dashboard, add a widget.
D. From Power BI, add a service connection.
Answer: C
Q3. You need to see all of the cases that were canceled. What should you do?
A. Export all of the queue items to a Microsoft Excel file.
B. Perform a Global Search and save a personal view.
C. Perform an Advanced Find and save a personal view.
D. Review the Audit log.
Answer: D
Q4. You create a new case to which an enhanced service level agreement (SLA) is applied- The SLA states that the case will be resolved in two hours.
You work on the case for 20 minutes, and then you discover that you require a password from the customer. The customer is unavailable, so you change the status reason of the case to On Hold.
Forty minutes later, the customer sends you the password and you change the status reason of the case to In Progress.
You work on the case for 30 minutes, and then you change the case s status reason to On Hold, while you wait for a response from the customer. Twenty minutes later, you receive a response from the customer and you change the case s status reason to In Progress.
You work on the case for an additional 30 minutes, and then you change the case s status reason to Resolved. How many minutes will the Resolve By KPI display for this case?
A. 30
B. 80
C. 110
D. 140
Answer: C
Q5. 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?
A. Microsoft Parature
B. the Engagement Hub
C. the interactive service hub
D. the Integrated Desktop Agent
Answer: D
Q6. 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?
A. An automatic notification is sent to the manager of the user who placed the case on hold.
B. An automatic notification is sent to the customer who initiated the case.
C. The time calculations for the Key Performance Indicators (KPIs) are paused.
D. Users are prevented from editing the case record until the On Hold status changes.
Answer: C
Q7. You are working on a case that pertains to a common issue encountered by customers. You discover a new solution to resolve the issue. You need to ensure that all users can find the new solution. What should you do?
A. Create a knowledge article.
B. Create a solution file.
C. Assign the case to a team that includes all of the users
D. Share the case with all of the users.
Answer: A
Q8. You need to identify what will occur when you attempt to create a service appointment that contains a resource outside of the assigned work hours of the resource.
What should you identify?
A. A message that the appointments outside of work hours will appear, and the resource will t>e removed automatically from the appointment when you save the appointment.
B. The appointment will be saved successfully and the manager of the resource will receive a notification by email.
C. A message that the appointment is outside of work hours will appear, and you will be prompted to edit the work hours of the resource.
D. A message that the appointment is outside of work hours will appear, and you will be able to save the appointment.
Answer: D
Q9. 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.
A. Subject
B. Product
C. Case Title
D. Origin
E. Customer
Answer: B,E
Q10. 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.
A. Create a rollup query that filters the case list based on the subject and CreatedOn fields of the case.
B. Create a rollup query that filters the case list based on the subject field of the case.
C. Associate the rollup query to the goal record.
D. Change the time period of the goal record.
E. Update the rollup field on the goal record.
Answer: C,D,E