[Free] 2018(Aug) Ensurepass Microsoft MB2-714 Dumps with VCE and PDF 1-10

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Microsoft Dynamics CRM 2016 Customer Service

Question No: 1 – (Topic 1)

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?

  1. Create a knowledge article.

  2. Create a solution file.

  3. Assign the case to a team that includes all of the users

  4. Share the case with all of the users.

Answer: A

Question No: 2 – (Topic 1)

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

  1. Use Advanced Find and specify * FeatureA *

  2. Use Global Search and specify quot;FeatureA*.

  3. Use Global Search and specify FeatureA.

  4. Use Advanced Find and specify FeatureA.

Answer: D

Question No: 3 – (Topic 1)

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.

  1. assigning records

  2. sending email

  3. prompt and response

  4. on-demand workflow

Answer: C,D

Question No: 4 – (Topic 1)

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?

  1. reduces the number of service calls

  2. reduces the use of social technology

  3. reduces the use of web portals and mobile apps

  4. reduces the fuel costs of the service calls

Answer: D

Question No: 5 – (Topic 1)

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?

  1. You will be able to resolve the case. All open activities will remain open.

  2. You will be able to resolve the case. All open activities will be completed.

  3. You will be prevented from resolving the case.

  4. You will be able to resolve the case. All open activities will be canceled.

Answer: A

Question No: 6 – (Topic 1)

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,

  1. a user

  2. a territory

  3. a business unit

  4. a facility

Answer: A

Question No: 7 – (Topic 1)

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.

  1. forms

  2. action calls

  3. scriptlets

  4. Window navigation rules

Answer: A,B

Question No: 8 – (Topic 1)

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.

  1. Phone call

  2. Email

  3. Case

  4. Queue Item

Answer: B

Question No: 9 – (Topic 1)

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?

  1. Perform an Advanced Find.

  2. Perform a Global Search.

  3. Apply a hierarchal view.

  4. Apply a global filter.

Answer: D

Question No: 10 – (Topic 1)

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?

  1. An automatic notification is sent to the manager of the user who placed the case on hold.

  2. An automatic notification is sent to the customer who initiated the case.

  3. The time calculations for the Key Performance Indicators (KPIs) are paused.

  4. Users are prevented from editing the case record until the On Hold status changes.

Answer: C

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