Printable PDFMicrosoft Dynamics CRM 2016 Customer Service: MB2-714
Vendor: Microsoft
Certifications: Microsoft Specialist exams for Microsoft Dynamics CRM
Exam Name: Microsoft Dynamics CRM 2016 Customer Service
Exam Code: MB2-714
Total Questions: 91 Q&As
Last Updated: Jan 31, 2022
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MB2-714 Online Practice Questions and Answers
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.
A. forms
B. action calls
C. scriptlets
D. Window navigation rules
You create a new case to which an enhanced service level agreement (SLA) is applied- The SLA states that the case will be resolved in two hours.
You work on the case for 20 minutes, and then you discover that you require a password from the customer. The customer is unavailable, so you change the status reason of the case to On Hold.
Forty minutes later, the customer sends you the password and you change the status reason of the case to In Progress.
You work on the case for 30 minutes, and then you change the case s status reason to On Hold, while you wait for a response from the customer. Twenty minutes later, you receive a response from the customer and you change the case s
status reason to In Progress.
You work on the case for an additional 30 minutes, and then you change the case s status reason to Resolved. How many minutes will the Resolve By KPI display for this case?
A. 30
B. 80
C. 110
D. 140
You need to create a dashboard for the interactive priority, incident type, and resolution trend. Which type of dashboard should you create?
A. tier one
B. multi-stream
C. single-stream
D. system
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