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 work for a hosting company.
One of the data centers expenences an outage.
Several contacts from two different customers report the outage.
You create a parent case for each customer and a child case for each child cases.
You need to consolidate all of the cases.
What should you do?
A. Merge all of the parent cases into one case, and then delete the child cases.
B. For each customer, merge all of the child cases for each parent case, and them merge all of the parent cases.
C. Export the cases, update the cases, and then reimport the cases.
D. 1 Merge all of the child cases into one case, and then delete the parent cases.
You have a Dynamics CRM organization that has Unified Service Desk implemented.
In CRM, you use a custom entity named Projects for project management.
Your customer service representatives will access the information in Projects from Unified Service Desk. The projects will be associated to specific accounts always. When a user selects a project from an account the project will open in a
different window.
You need to identify which Unified Service Desk component you should use to display the project information in the Unified Service Desk interface.
Which component should you identify?
A. a hosted control
B. a computer telephony integration (CTI) adapter
C. an event
D. an entity search
You are managing business closures in Dynamics CRM.
You configure business closure days for your company.
You have 50 managers who belong to a resource group named Managers.
You need to ensure that the managers can be scheduled for activities anytime, including during the business closure days. All other resources must be prevented from being scheduled on the business closure days.
What should you configure?
A. the user records
B. the closure for the CRM organization
C. the selection rules
D. the record for the Managers resource group
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