MB2-714-Service

89 - You plan to deliver several surveys to your customers.
You need to identify which Dynamics CRM functionalities can be used for the surveys.
What are two possible functionalities that you can use? Each correct answer presents a complete solution.

88 - You need to build a single-stream interactive dashboard in the interactive service hub. You are planning the layout of the dashboard.
What are two possible components that can you include on the dashboard? Each correct answer presents a complete solution.

87 - You have a new deployment of Dynamics CRM.
The closure preferences are not configured.
You create a case named Case1, and then you add a child case named Case2.
You need to identify what will occur when you attempt to close Case1.
What should you identify?

86 - You use Dynamics CRM for knowledge base articles. You do not use the interactive service hub.
You add a section to an article template. You need to identify the impact to the existing articles that use the article template. What should you identify?

85 - You are responsible for all of the cases created for a customer named Fourth Coffee. The cases are entered by using the customer portal.
You need to ensure that any cases created for Fourth Coffee are assigned to you. What should you do?

84 - You have a new Dynamics CRM organization.
You need to define a parent goal and a child goal for cases.
Which two items should be the same for the parent goal and the child goal? Each correct answer presents part of the solution.

83 - You recently created several customer feedback surveys. You gather the results of the surveys. You need to analyze the results of the surveys. What should you use?

82 - You are creating a new case.
You need to associate the case to a specific customer.
What are two possible types of records that you can use to achieve the goal? Each correct answer presents a complete solution

81 - While viewing open cases on an interactive dashboard in the integrated service hub, your manager informs you that there is a recall on a new product.
The cases associated to the new product must not affect the customer support agreement and must be moved to a queue named Recall Queue for processing.
You discover that a case regarding the recalled product is assigned to you. You need to manage the case based on guidelines provided by the manager. What are two possible actions that achieve the goal? Each correct answer presents a complete solution.

80 - You have a public queue named Queue1.
You need to restrict access to Queue1 so that only four users can view the queue.
What should you do first?

79 - You need to create a dashboard for the interactive priority, incident type, and resolution trend. Which type of dashboard should you create?

78 - You have an account named Account1. Account1 owns two subsidiaries named Subsidiary1 and Subsidiary2.
The records in Dynamics CRM are tracked and Account1 is set as the parent account for each subsidiary. Account1 handles the billing and the accounting for each subsidiary.
You need to ensure that Subsidary1 has a service contract based on the number of cases and Subsidiary2 has a service contract based on the number of hours.
What should you do?

77 - Your company has a Dynamics CRM organization that has the following characteristics:
• The organization has 1,000 active users.
• The users access CRM by using the web client and mobile devices.
• Managers are responsible for updating all of the account records.
• All of the users are responsible for creating and updating case records.

The company is evaluating whether to implement Unified Service Desk.
You need to identify the characteristic of the company that will prevent the successful use of Unified What should you identify?

76 - Your company has a Dynamics CRM organization that uses FieldOne.
The company employs 10 field technicians. Each technician starts work at 08:00 and ends work at 16:00.
You need to identify what percentage of the technician utilization time is scheduled for the service calls that will take place the next day.
Which tool should you use?

75 - You work for a company that handles large projects for customers.
During a project, issues commonly arise.
When there are multiple issues for a project, you need to have a master issue to which you can associate all individual issues. You must prevent the master issue from being resolved until all of the associated issues are resolved.
What should you do?

74 - You are viewing the Case Mix (By Priority) chart from the My Active Cases view.
You need to identify what will occur when you click a section of the chart.
What are two possible events that can occur? Each correct answer presents a complete solution.

72 - You have a Dynamics CRM organization that has Unified Service Desk implemented.
The system administrator recently made several configuration changes to Unified Service Desk from within CRM.
Users report that they fail to see any of the changes in the Unified Service Desk client. The changes are visible from CRM.
You need to ensure that the changes are visible from the Unified Service Desk client.
What should you do?

71 - You use the interactive service hub for knowledge articles.
A customer service representative creates a new article. Other customer service representatives report that they fail to find the article in the interactive service hub.
You need to ensure that all of the customer service representatives can find the article. What should you do?

70 - You have a Dynamics CRM organization that has one service level agreement (SLA) named SLA1. SLA1 is the default SLA. SLA1 is not associated to any entitlements.
A user edits one of the SLA items in SLA1.
You discover that SLA1 is no longer applied to cases.
You need to identify the possible causes of the issue. What are two possible causes? Each correct answer presents a complete solution.

69 - You configure a service schedule.
You need to identify which processes can be automated as part of the service schedule.
Which two processes should you identify? Each correct answer presents a complete solution.

68 - Your company has service technicians who are sent to customer sites.
Depending on the requirements of the customer, the service technicians might need to bring specific equipment.
You have a customer who requests a service technician named Tech1.
When you attempt to schedule the service appointment, you discover that Tech1 is an unavailable resource. Tech1 can be scheduled for other service activities.
You need to identify what prevents Tech1 from being available for the service appointment.
Which two conditions should you identify? Each correct answer presents part of the solution.

67 - You have a new deployment of Dynamics CRM.
You are comparing the features between articles in the CRM knowledge base and articles in the interactive service hub.
You need to identify which feature is available only for articles in the interactive service hub. What should you identify?

65 - You create a new entitlement that has the following configurations:
• Name: Ent1
• Start date: In two weeks
• End date: In two years
• Allocation type: Number of cases
• Total Terms: 0
• Status: Activated
You need to identify the status of Ent1. What should you identify?

64 - You are working on a task from a queue. You fail to finish before the end of your shift. You need to ensure that the users on the next shift can What should you do?

63 - You are managing business closures in Dynamics CRM.
You configure business closure days for your company.
You have 50 managers who belong to a resource group named Managers.
You need to ensure that the managers can be scheduled for activities anytime, including during the business closure days. All other resources must be prevented from being scheduled on the business closure days.
What should you configure?

62 - You have a queue named Support.
You need to ensure that when a customer who has an active entitlement sends an email message to the Support queue, a case record is created automatically.
Which three field values should you set for the new automatic record creation and update rule? Each correct answer presents part of the solution.

61 - A user named User1 creates a new case for a customer. The case is assigned to a queue named Help Desk.
A user named User2 claims the case from the queue and resolves the case.
The customer reports that the issue still exists. A user named User3 reopens the case.
You need to identify the current owner of the case.
Who should you identify?

60 - You need to apply service level agreements (SLAs) to all of the cases that have a service level of Gold. If a case fails to be resolved within 30 minutes, a manager must be notified by email. If the case fails to be resolved within two hours, an executive must be notified by email.
What are two possible ways to achieve the goal? Each correct answer presents a complete solution.

58 - You need to create a new case record in Dynamics CRM.
What are three possible ways to achieve the goal? Each correct answer presents a complete solution.

57 - You have an account record named Account1 that is owned by a user named SalesUser1.
You have a private queue. The queue contains customer records that require annual maintenance.
A team named CSRUsers manages the queue. Maintenance for the account records is performed by a user named CSR1.
You need to identify who will be the owner of Account1 when the queue item for the account record is added to the queue.
Who should you identify?

56 - Your company has a Dynamics CRM organization.
The company employs 20 technicians who respond to service calls at more than 1,000 customer locations.
You need to recommend changes to the organization to meet the following requirements:
• Improve the accuracy of the estimated technician arrival time at the customer locations.
• Collect real-time analytics about visits to the customer locations.
What should you include in the recommendation?

55 - Your company has a Dynamics CRM organization.
The company offers the following four support agreement levels from which customers can choose:
• None
• Silver
• Gold
• Platinum
When a customer requires service, the customer sends an email message to a generic queue named Support. You need to configure the organization to meet the following requirements:
• A case must be created automatically for every message sent to the Support queue by an existing customer.
• If the customer has a support agreement, the case must be sent to the queue that corresponds the customer's support agreement level. AM other cases must remain in the Support queue.
Which two actions should you perform? Each correct answer presents part of the solution.

54 - Your team uses the interactive service hub for knowledge articles.
You are responsible for quality control on new and updated knowledge articles.
You receive an article to review that is incomplete.
You need to request that the author of the knowledge article complete the article, while ensuring that the article is inaccessible to other users.
What should you do first?

52 - A user named User1 creates a personal dashboard that contains the following:
• Two system charts
• A personal view
• A system view
• An iFrame
User1 shares the dashboard with a user named User2.
You need to identify which additional item must be shared with User2 to ensure that User2 can view all the contents of the dashboard.
Which item should you identify?

51 - You manage a team of five customer service agents.
You need to view all of the cases that were opened during the last seven days and to view all of the open activities. What should you do?

50 - 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?

49 - You have a Dynamics CRM organization.
You need to gather customer data by using several surveys. The solution must use out-of-the box functionality.
What are three methods that you can use to distribute the surveys? Each correct answer presents a complete solution.

48 - 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.

47 - You need to locate recently created records that reference Feature A .
What should you do?

46 - You plan to create a service activity. You need to identify which types of participant can have defined work hours. Which two participant types should you identify? Each correct answer presents a complete solution.

45 - 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?

44 - 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,

43 - You implement Unified Service Desk in your Dynamics CRM organization.
You need to add a button to a Unified Service Desk toolbar that will load a CRM page to a hosted control when the button is clicked.
What are two Unified Service Desk components that you can use to achieve the goal? Each correct answer presents a complete solution.

42 - 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.

41 - Your team uses the Dynamics CRM knowledge base You do not use the interactive service hub You use articles to resolve cases
You have an article template named ArticleTemplate1. You publish articles that use ArticleTemplate 1
You need to prevent ArticleTemplate1 from being used to create any more articles. The solution must ensure that existing articles remain available. What should you do?

40 - You have an entitlement that has total terms of 15.
For a customer, you create three cases that are associated to the entitlement.
You discover that the remaining terms is a value of 12.
You need to identify what the remaining terms will be if you merge the three cases.
What should you identify?

39 - 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?

38 - You have a Dynamics CRM organization that has Unified Service Desk implemented.
In CRM, you use a custom entity named Projects for project management.
Your customer service representatives will access the information in Projects from Unified Service Desk. The projects will be associated to specific accounts always. When a user selects a project from an account the project will open in a different window.
You need to identify which Unified Service Desk component you should use to display the project information in the Unified Service Desk interface.
Which component should you identify?

37 - You plan to use the automatic record creation and update rules to create new records automata* based on different types of
You need to identify which record types can be used as the source type for the automatic record creation and update rules. Which three record types should you identify? Each correct answer presents a complete solution.

36 - You need to identify how many default service level agreements (SLAs) you can have in a Dynamics CRM organization. What should you identify?

35 - 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?

34 - Your company has a Dynamics CRM organization that uses FieldOne.
A customer calls your companys Help Desk to report a failed device. The Help Desk technician creates a case in CRM.
You need to deploy a technician to resolve the issue. What should you do first?

33 - 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?

32 - 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?

31 - You need to see all of the cases that were canceled. What should you do?

30 - 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?

29 - 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?

28 - 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.

27 - 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?

26 - 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?

25 - 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.

24 - 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?

23 - 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 decisiveness as possible.
What should you configure?

22 - 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?

21 - 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.

20 - 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.

19 - You plan to create an entitlement template. You need to identify which types of records can be associated to the template.
What are two possible record types that you can associate to the template? Each correct answer presents a complete solution.

18 - 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?

17 - 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?

16 - 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?

15 - 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?

14 - 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.

13 - 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?

12 - You have a routing rule set that routes cases to various queues. The rule set is activated. You need to identify in which scenarios the routing rule will be applied to a case. Which three scenarios should you Identify? Each correct answer presents a complete solution.

11 - 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?

10 - 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.

9 - You have a goal for a customer service representative that includes all of the representatives 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.

8 - 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?

7 - 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.

6 - 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?

5 - You work for a hosting company.
One of the data centers expenences an outage.
Several contacts from two different customers report the outage.
You create a parent case for each customer and a child case for each child cases.
You need to consolidate all of the cases. What should you do?

4 - 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?

3 - 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?

2 - 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?

1- You have an equipment resource for a forklift.
Several scheduling activities are configured to use the forklift.
The forklift breaks down and is sent for repairs.
You set the work hours for the forklift to unavailable.
You need to identify what will occur to the scheduling activities that require the forklift. What should you identify?