Microsoft MB2-714 Exam Questions And Information – (Feb-2018 Dumps)
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You have a goal for a customer service representative that includes all of the representative s cases from the current fiscal year. For the upcoming quarter, you need to modify the goal to include only cases associated to a specific subject. Which three actions should you perform? Each correct answer presents part of the solution.
A. Create a rollup query that filters the case list based on the subject and CreatedOn fields of the case.
B. Create a rollup query that filters the case list based on the subject field of the case.
C. Associate the rollup query to the goal record.
D. Change the time period of the goal record.
E. Update the rollup field on the goal record.
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?
A. Launch the Schedule Assistant.
B. Notify the technician to verify his job queue.
C. Resolve the case.
D. Convert the case to a work order.
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.
B. action calls
D. Window navigation rules
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.
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
C. Microsoft Parature
D. Unified Service Desk
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?
A. a selection rule as Least Busy
B. the available capacity of the service scheduling rule
C. the van work hours as non-overlapping
D. a selection rule as Most Busy
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