MB2-714 Exam
Mar 2021 updated: Exambible Microsoft MB2-714 test preparation 1-10
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Q1. 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
Q2. 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
Q3. A task activity is assigned to a user named SalesUser1.
After reviewing the task activity, SalesUser1 identifies that the activity must be handled by customer service.
SalesUser1 needs to send the task activity to a queue named Customer Service Queue. SalesUser1 opens the task activity.
What should SalesUser1 do next?
A. Edit the Queue Item Details.
B. Modify the owner
C. 1 Set the Regarding field,
D. Select the queue.
Answer: D
Q4. 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
Q5. 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
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. Your team has a queue named Assignments.
A team member named CSR1 plans to work on an item from the Assignments queue. CRS1 reports that after picking the item in the queue, the item no longer appears in the
queue.
You need to tell CSR1 which type of queue to open-to view the item. Which type of queue should you tell CSR1 to open?
A. personal
B. shared
C. escalation
D. public
Answer: A
Q8. You plan to create a service activity.
You need to identify which resources can be added to the service activity.
What are two possible resources that you can add to the service activity? Each correct answer presents a complete solution,
A. a user
B. a territory
C. a business unit
D. a facility
Answer: A
Q9. 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
Q10. You need to find a specific knowledge article.
What are three possible search types that can be used to achieve the goal? Each correct answer presents a complete solution.
A. topic
B. full-text
C. keyword
D. attachment
E. article number
Answer: A,B,E