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Microsoft Dynamics CRM 2016 Customer Service

Question No: 41 – (Topic 1)

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.

  1. when multiple cases are selected and Apply Routing Rule is clicked.

  2. when a new case is created by using an Automatic Record Creation Rule.

  3. when the record is assigned to a new user.

  4. when Save 8l Route is clicked from within a record.

  5. when a new case is created manually and Save is clicked from within the case.

Answer: A,B,D

Question No: 42 – (Topic 1)

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.

  1. surveys published to websites wrapped in iFrames

  2. surveys published as mobile apps

  3. customer-specific surveys shared by sending invitations by email

  4. anonymous surveys made available through a URL

  5. surveys published as web apps

Answer: B,C,D

Question No: 43 – (Topic 1)

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

  1. Export all of the queue items to a Microsoft Excel file.

  2. Perform a Global Search and save a personal view.

  3. Perform an Advanced Find and save a personal view.

  4. Review the Audit log.

Answer: D

Question No: 44 – (Topic 1)

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.

  1. resource group

  2. site

  3. user

  4. equipment

Answer: B,C

Question No: 45 – (Topic 1)

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?

  1. personal

  2. shared

  3. escalation

  4. public

Answer: A

Question No: 46 – (Topic 1)

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?

  1. routing rules

  2. entitlements

  3. service level agreements (SLAs)

  4. parent-child inheritance rules

Answer: B

Question No: 47 – (Topic 1)

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?

  1. From the article, click Email a Link.

  2. From the article, click Share.

  3. From the article, click Copy a link.

  4. Create an email and click Insert Article.

Answer: A

Question No: 48 – (Topic 1)

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?

  1. Microsoft Exchange Online

  2. a Microsoft Office 365 subscription

  3. Microsoft OneDrive for Business

  4. a Microsoft Azure subscription

Answer: A

Question No: 49 – (Topic 1)

You plan to create an entitlement template.

You need to identify which types of records can be associated to the tempiate.

What are two possible record types that you can associate to the template? Each correct answer presents a complete solution.

  1. contacts

  2. service level agreement (SLA)

  3. account

  4. products

Answer: C

Question No: 50 – (Topic 1)

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?

  1. Merge all of the parent cases into one case, and then delete the child cases.

  2. For each customer, merge all of the child cases for each parent case, and them merge all of the parent cases.

  3. Export the cases, update the cases, and then reimport the cases.

  4. 1 Merge all of the child cases into one case, and then delete the parent cases.

Answer: D

Topic 2, Exam Set 2

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