Microsoft MB2-714 exam practice test

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Exam MB2-714 Microsoft Dynamics CRM 2016
Customer Service

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Exam MB2-714 Information

• Published January 22, 2016
• Languages English, Chinese (Simplified),
  French, German, Japanese, Spanish
• Audiences Information workers
• Technology Microsoft Dynamics CRM
• Credit toward certification Specialist

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Exam MB2-714 Skills Measured

• 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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Who should take this exam?

• Individuals wishing to obtain a certification in
  Dynamics CRM 2016 Customer Service should take
  this exam. The primary audience is a partner who
  sells and implements customer service modules in
  Microsoft Dynamics CRM 2016. This audience
  typically includes sales operations managers,
  customer service managers, service schedulers,
  administrators, office managers, executives, and
  consultants who want to demonstrate a
  foundational understanding of the application
  functionality. The exam is appropriate for those
  who are new to Dynamics CRM, yet have a
  background in the business process as well as
  Microsoft Office.

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Exam MB2-714 free demo

• 1.You need to ensure that all of the resources
  for a scheduling activity are from the same site.
  What should you use?
• a selection rule
• a resource group
• a service level agreement (SLA)
• a field security profile
• Answer C

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Exam MB2-714 free demo

• 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.
• resource group
• site
• user
• equipment
• Answer BC

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Exam MB2-714 free demo

• 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.
• forms
• action calls
• scriptlets
• Window navigation rules
• Answer AB

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Exam MB2-714 free demo

• 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?
• Perform an Advanced Find.
• Perform a Global Search.
• Apply a hierarchal view.
• Apply a global filter.
• Answer D

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