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Microsoft Dynamics CRM 2016 Customer Service

Question No: 21 – (Topic 1)

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.

  1. Subject

  2. Product

  3. Case Title

  4. Origin

  5. Customer

Answer: B,E

Question No: 22 – (Topic 1)

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?

  1. a selection rule

  2. a resource group

  3. a service level agreement (SLA)

  4. a field security profile

Answer: C

Question No: 23 – (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: 24 – (Topic 1)

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?

  1. A message that the appointments outside of work hours will appear, and the resource will tgt;e removed automatically from the appointment when you save the appointment.

  2. The appointment will be saved successfully and the manager of the resource will receive a notification by email.

  3. A message that the appointment is outside of work hours will appear, and you will be prompted to edit the work hours of the resource.

  4. A message that the appointment is outside of work hours will appear, and you will be able to save the appointment.

Answer: D

Question No: 25 – (Topic 1)

Your company has a Dynamics CRM organization that uses FieldOne.

A customer calls your company s 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?

  1. Launch the Schedule Assistant.

  2. Notify the technician to verify his job queue.

  3. Resolve the case.

  4. Convert the case to a work order.

Answer: D

Question No: 26 – (Topic 1)

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.

  1. topic

  2. full-text

  3. keyword

  4. attachment

  5. article number

Answer: A,B,E

Question No: 27 – (Topic 1)

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?

  1. Microsoft Parature

  2. the Engagement Hub

  3. the interactive service hub

  4. the Integrated Desktop Agent

Answer: D

Question No: 28 – (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: B

Question No: 29 – (Topic 1)

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. Change the Decrease Remaining On setting.

  2. Add entitlement channels that have a total term of 0.

  3. Create a routing rule.

  4. Set the default entitlement.

Answer: A

Question No: 30 – (Topic 1)

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 dciivenes as possible.

What should you configure?

  1. a selection rule as Least Busy

  2. the available capacity of the service scheduling rule

  3. the van work hours as non-overlapping

  4. a selection rule as Most Busy

Answer: D

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