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23 Feb

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Latest and Most Accurate Microsoft MB2-714 Dumps Exam Questions and Answers:

Version: 9.0
Question: 21

You are evaluating whether to use a standard or an enhanced service level agreement (SLA).
You need to identify a characteristic of a standard SLA.
What should you identify?

A. JThe SLA can be paused-
B. The status can be tracked directly from the case form.
C. Actions can be triggered based on specific success catena.
D. The failure time is tracked.

Answer: D

Question: 22

You have a customer who purchased two support contracts from your organization. One support contract is for a product named ProductA and the other support contract is for a product named ProductB.
You need to ensure that only a contact named Contact1 can open cases for ProductA and only a contact named Contact2 can open cases for Products.
What should you use?

A. routing rules
B. entitlements
C. service level agreements (SLAs)
D. parent-child inheritance rules

Answer: B

Question: 23

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

Answer: AB

Question: 24

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?

A. Perform an Advanced Find.
B. Perform a Global Search.
C. Apply a hierarchal view.
D. Apply a global filter.

Answer: D

Question: 25

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

Question: 26

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

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