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Microsoft MB2-714 exam practice test
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Microsoft Dynamics CRM 2016 Customer Service
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The safer , easier way to help you pass any IT exams. 1.You need to ensure that all of the resources for a scheduling activity are from the same site.
What should you use?
A. a selection rule
B. a resource group
C. a service level agreement (SLA)
D. a field security profile
Answer: C
2.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.
A. resource group
B. site
C. user
D. equipment
Answer: BC
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Answer: AB
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3.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.
A. forms
B. action calls
C. scriptlets
D. Window navigation rules
4.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?
A. Perform an Advanced Find.
B. Perform a Global Search.
C. Apply a hierarchal view.
D. Apply a global filter.
Answer: D
5.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?
A. the interactive service hub
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The safer , easier way to help you pass any IT exams. B. FieldOne
C. Microsoft Parature
D. Unified Service Desk
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Answer: B
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