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MB2-714 Microsoft Dynamics CRM 2016 Customer Service PDF

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Microsoft Dynamics CRM Certification 2016 MB2-714 Exam Questions

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
B. FieldOne
C. Microsoft Parature
D. Unified Service Desk
Answer: B

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
Answer: D

Your team uses the Dynamics CRM knowledge base You do not use the interactive service hub You use articles to resolve cases
You have an article template named ArticleTemplate1. You publish articles that use ArticleTemplate 1
You need to prevent ArticleTemplate1 from being used to create any more articles. The solution must ensure that existing articles remain available.
What should you do?
A. Modify the properties of ArticteTemplate1.
B. Delete ArticteTemplate1.
C. Deactivate
D. Origin ArticleTemplate1
D. Remove ArticleTemplate1 from the default solution.
Answer: A

You need to identify what will occur when you attempt to create a service appointment that contains a resource outside of the assigned work hours of the resource.
What should you identify?
A. A message that the appointments outside of work hours will appear, and the resource will t>e removed automatically from the appointment when you save the appointment.
B. The appointment will be saved successfully and the manager of the resource will receive a notification by email.
C. A message that the appointment is outside of work hours will appear, and you will be prompted to edit the work hours of the resource.
D. A message that the appointment is outside of work hours will appear, and you will be able to save the appointment.
Answer: D

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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