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Microsoft Dynamics CRM 2016 Customer Service

Question No: 31 – (Topic 1)

You plan to use surveys.

You need to identify the number of entities that are used to store the survey responses. What should you identify?

  1. 1

  2. 2

  3. 3

  4. 4

Answer: C

Question No: 32 – (Topic 1)

You use the interactive service hub for knowledge articles.

You need to identify which information can be gathered from the Analytics tab of a knowledge article.

What should you identify?

  1. the cases that use the article and the number of views per case

  2. the customer service representatives who viewed the article and the number of views per case

  3. a helpfulness rating for the article and the cases that use the article

  4. a helpfulness rating for the article and the customer service representatives who viewed the article.

Answer: C

Question No: 33 – (Topic 1)

Your company has a Dynamics CRM organization that uses a FieldOne solution. A customer calls your company#39;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.

  1. an automated phone call

  2. an email message

  3. Windows 10 toast

  4. a text message

  5. a web browser pop-up

Answer: A,B

Question No: 34 – (Topic 1)

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?

  1. JThe SLA can be paused-

  2. The status can be tracked directly from the case form.

  3. Actions can be triggered based on specific success catena.

  4. The failure time is tracked.

Answer: D

Question No: 35 CORRECT TEXT – (Topic 1)

You have a Dynamics CRM organization that contains the following charts:

  • A tag chart named Chart1 that displays keywords from case titles

  • A funnel chart named Chart2 that displays case resolution times

  • A line chart named Chart3 that displays priorities

  • A doughnut chart named Chart4 that displays the number of cases by priority You need to identify which charts can be added to a personal dashboard.

    What are two possible charts that you can add? Each correct answer presents a complete solution.

    A Chart1

    1. Chart2

    2. Chart3

    3. Chart4

    Answer: D

    Question No: 36 – (Topic 1)

    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.

    1. when a case that is attached to the entitlement is resolved

    2. when the entitlement is attached to a new contact

    3. when a case that is attached to the entitlement is deleted

    4. when the entitlement is attached to a new case

    Answer: C

    Question No: 37 – (Topic 1)

    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.

    1. Activity Feeds

    2. System Administrator

    3. System Customizer

    4. Customer Service Manager

    Answer: C

    Question No: 38 – (Topic 1)

    You are viewing the Service Activity Volume report from Report Viewer in Dynamics CRM. You need to identify which action can be performed from Report Viewer.

    Which action should you identify?

    1. Add an activity.

    2. Synchronize to Microsoft Outlook.

    3. Resolve a case.

    4. Export to Microsoft Excel.

    Answer: C

    Question No: 39 – (Topic 1)

    You work for a call center that uses Dynamics CRM for case management. You need to recommend a solution that meets the following requirements:

  • Provides customer service representatives with a pop-up window initiated by the phone system

  • Provides a mechanism to view data*from several different line-of-business applications based on contextual information in CRM

    Which technology should you include in the recommendation?

    1. the interactive service hub

    2. FieldOne

    3. Microsoft Parature

    4. Unified Service Desk

    Answer: B

    Question No: 40 – (Topic 1)

    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.

    1. Reassign the items in the queue, and then delete the queue.

    2. Cancel the items in the queue, and then delete the queue.

    3. Set the queue type to Public deactivate the queue, and then delete the queue.

    4. Set the queue type to Private, deactivate the queue, and then delete the queue.

    Answer: B,C

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