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MB2-714 - Microsoft Dynamics CRM 2016 Customer Service - Dump Information

Vendor : Microsoft
Exam Code : MB2-714
Exam Name : Microsoft Dynamics CRM 2016 Customer Service
Questions and Answers : 91 Q & A
Updated On : Click to Check Update
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MB2-714 Questions and Answers



You have the entitlements configured as shown in the following table.


You need to identify which entitlement can be renewed currently. What should you identify?

  1. Ent4

  2. Ent2

  3. Ent3

  4. Ent1

Answer: C


You have a Dynamics CRM organization that has one service level agreement (SLA) named SLA1. SLA1 is the default SLA. SLA1 is not associated to any entitlements. A user edits one of the SLA items in SLA1. You discover that SLA1 is no longer applied to cases. You need to identify the possible causes of the issue.

What are two possible causes? Each correct answer presents a complete solution.

  1. The SLA type of SLA1 is set to Standard.

  2. SLA1 is paused.

  3. A default SLA is missing.

  4. SLA1 is not activated.

Answer: B, C


You need to apply service level agreements (SLAs) to all of the cases that have a service level of Gold. If a case fails to be resolved within 30 minutes, a manager must be notified by email. If the case fails to be resolved within two hours, an executive must be notified by email. What are two possible ways to achieve the goal? Each correct answer presents a complete solution.

  1. Create one SLA that has one SLA item.

  2. Create two SLAs that each has two SLA items.

  3. Create two SLAs that each has one SLA item.

  4. Create one SLA that has two SLA items.

Answer: C, D


You are working on a task from a queue. You fail to finish before the end of your shift. You need to ensure that the users on the next shift can What should you do?

  1. Create a new queue item.

  2. Share the task with a queue.

  3. Assign the task to a queue.

  4. Release a queue item.

Answer: A


You have three service level agreements (SLAs) configured as shown in the following table.


SLA1 is the default SLA. You have a customer named Contoso, Ltd. You need to ensure that SLA3 always applies to cases that are opened by Contoso. What should you do?

  1. To SLA3, add an SLA item that has a Create Record action.

  2. Create a routing rule.

  3. Configure the default entitlement for Contoso.

  4. To SLA3, add an SLA item that has an Assign Record action.

Answer: B

Microsoft MB2-714 Exam (Microsoft Dynamics CRM 2016 Customer Service) Detailed Information

MB2-714 - Microsoft Dynamics CRM 2016 Customer Service

MB2-714 Test Objectives

Manage cases and the knowledge base (25-30%)
Manage queues, entitlements, and service level agreements (SLAs) (25-30%)
Manage service scheduling, interactive service hub, and the unified help desk (20-25%)
Work with FieldOne and surveys and perform service management analysis (20-25%)


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