[Free] 2018(Aug) Ensurepass Microsoft MB2-714 Dumps with VCE and PDF 51-60

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Microsoft Dynamics CRM 2016 Customer Service

Question No: 51 – (Topic 2)

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?

  1. 9

  2. 11

  3. 12

  4. 14

Answer: C

Question No: 52 – (Topic 2)

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?

  1. the user records

  2. the closure for the CRM organization

  3. the selection rules

  4. the record for the Managers resource group

Answer: B

Question No: 53 – (Topic 2)

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 You need to identify what will occur when you attempt to close Case1. What should you identify?

  1. Casel1 will fail to close.

  2. The cases automatically merge, and then Casel1will close.

  3. Casel1 and Case2 will close.

  4. Casel1 will close and Case2 will remain open.

Answer: A

Question No: 54 – (Topic 2)

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?

    1. FieldOne

    2. Unified Service Desk

    3. the interactive service hub

    4. Microsoft Power BI

    Answer: D

    Question No: 55 – (Topic 2)

    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?

    1. Sway

    2. Office Delve

    3. Microsoft Power BI

    4. Microsoft Intune

    Answer: D

    Question No: 56 – (Topic 2)

    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.

    1. The chart will save a copy of the new criteria as Case Mix (2).

    2. The grid will show only the active cases that are contained in the section.

    3. A control will appear that provides you with the ability to drill down.

    4. 1 A control will appear that provides you with the ability to apply a visual filter.

    Answer: A,B

    Question No: 57 – (Topic 2)

    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.

    1. Automatically generate survey questions based on CRM data.

    2. Place completed surveys on a marketing list.

    3. Compare survey results to CRM data.

    4. Pipe customer-specific data from CRM to personalize the surveys.

    Answer: B,C

    Question No: 58 – (Topic 2)

    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?

    1. Create a saved view.

    2. Perform an Advanced Find.

    3. View the Service Activity Volume report.

    4. Create a personal dashboard.

    Answer: A

    Question No: 59 – (Topic 2)

    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.

    1. the rollup query

    2. the subject

    3. the time period

    4. the goal metric

    Answer: A,D

    Question No: 60 – (Topic 2)

    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?

    1. the system charts

    2. the personal view

    3. the system view

    4. the iFrame

    Answer: C

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