MB2-714 practice questions
You have a new deployment of Dynamics CRM. The closure preferences are not configured. You create a case named Case1, and then you add a child case named Case2. Both cases are open. You need to identify what will occur when you attempt to close Case1. What should you identify?
A. The cases automatically merge, and then Case1 will close.
B. Case1 will fail to close.
C. Case1 will close and Case2 will remain open.
D. Case1 and Case2 will close.
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You are creating a new case. You need to associate the case to a specific customer. What are two possible types of records that you can use to achieve the goal? Each correct answer presents a complete solution.
A. custom entity
B. lead
C. contact
D. account
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A user named User1 creates a new case for a customer. The case is assigned to a queue named Help Desk. A user named User2 claims the case from the queue and resolves the case. The customer reports that the issue still exists. A user named User3 reopens the case. You need to identify the current owner of the case. Who should you identify?
A. the Help Desk team
B. User1
C. User2
D. User3
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You use the interactive service hub for knowledge articles. A customer service representative creates a new article. Other customer service representatives report that they fail to find the article in the interactive service hub. You need to ensure that all of the customer service representatives can find the article. What should you do?
A. Create the article in the Dynamics CRM knowledge base.
B. Send the customer service representatives the public URL for the article by email.
C. Have a manager approve the article.
D. Increment a major version number.
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Your team uses the Dynamics CRM knowledge base. You do not use the interactive service hub. You are working to resolve a case for a customer. You locate a helpful article within CRM. You need to associate the case and the article for future reference. What should you do?
A. Email a link to the article to the queue that holds the case.
B. From the case, perform a search.
C. Update the Regarding field of the case.
D. From the article, perform a search.
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Your team uses the Dynamics CRM knowledge base. You do not use the interactive service hub. You are working with a customer to resolve an issue. You need to provide the customer with an article from the knowledge base. What should you do?
A. From the article, click Email a Link.
B. From the article, click Share.
C. Create an email and click Insert Article.
D. From the article, click Copy a link.
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You have a queue named Support. You need to ensure that when a customer who has an active entitlement sends an email message to the Support queue, a case record is created automatically. Which three field values should you set for the new automatic record creation and update rule? Each correct answer presents part of the solution.
A. Select Create records for email from unknown senders.
B. Select Create case if a valid entitlement exists for the customer.
C. Set the source type to Email.
D. Set the queue field to Support.
E. Set the queue field to your personal queue.
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You have a queue named Support. You need to ensure that when a customer who has an active entitlement sends an email message to the Support queue, a case record is created automatically. Which three field values should you set for the new automatic record creation and update rule? Each correct answer presents part of the solution.
A. Select Create records for email from unknown senders.
B. Select Create case if a valid entitlement exists for the customer.
C. Set the source type to Email.
D. Set the queue field to Support.
E. Set the queue field to your personal queue.
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You have a new deployment of Dynamics CRM. You are comparing the features between articles in the CRM knowledge base and articles in the interactive service hub. You need to identify which feature is available only for articles in the interactive service hub. What should you identify?
A. Articles can be located by performing a full-text search.
B. Articles can contain tables and highlighted text.
C. Articles can be linked to a case.
D. Policies can be enforced before articles are published.
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You work for a company that handles large projects for customers. During a project, issues commonly arise. When there are multiple issues for a project, you need to have a master issue to which you can associate all individual issues. You must prevent the master issue from being resolved until all of the associated issues are resolved. What should you do?
A. Use case merging to create a master case for the project, then merge any specific cases into the master case.
B. Use parent and child cases and configure the Parent and Child case settings.
C. Create a subject for each Project and associate each case to that subject.
D. Create individual cases that are all associated to the specific customer for whom you created the project.
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Your company has a Dynamics CRM organization that uses FieldOne. The company employs 10 field technicians. Each technician starts work at 08:00 and ends work at 16:00. You need to identify what percentage of the technician utilization time is scheduled for the service calls that will take place the next day. Which tool should you use?
A. the Schedule board
B. the Schedule Assistant
C. the visual filter
D. the Report Wizard
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You plan to deliver several surveys to your customers. You need to identify which Dynamics CRM functionalities can be used for the surveys. What are two possible functionalities that you can use? Each correct answer presents a complete solution.
A. Place completed surveys on a marketing list.
B. Compare survey results to CRM data.
C. Pipe customer-specific data from CRM to personalize the surveys.
D. Automatically generate survey questions based on CRM data.
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You manage a team of five customer service agents. You need to view all of the cases that were opened during the last seven days and to view all of the open activities. What should you do?
A. View the Service Activity Volume report.
B. Create a saved view.
C. Perform an Advanced Find.
D. Create a personal dashboard.
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Your company has a Dynamics CRM organization that uses a FieldOne solution. A customer calls your company’s Help Desk to report a failed device. You schedule a technician to resolve the issue. You need to identify which notification methods can be used to notify the technician. What are two possible notification methods? Each correct answer presents a complete solution.
A. a web browser pop-up
B. an automated phone call
C. a text message
D. an email message
E. Windows 10 toast
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A user named User1 creates a personal dashboard that contains the following: ✑ Two system charts ✑ A personal view ✑ A system view ✑ An iFrame User1 shares the dashboard with a user named User2. You need to identify which additional item must be shared with User2 to ensure that User2 can view all the contents of the dashboard. Which item should you identify?
A. the personal view
B. the system charts
C. the system view
D. the iFrame
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