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Microsoft MB2-714 問題練習

Microsoft Dynamics CRM 2016 Customer Service 試験

最新更新時間: 2019/05/10,合計168問。

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Question No : 1
You have three service level agreements (SLAs) configured as shown in the following table.



SLA1 is the default SLA.
You have a customer named Contoso, Ltd.
You need to ensure that SLA3 always applies to cases that are opened by Contoso.
What should you do?
A. To SLA3, add an SLA item that has a Create Record action.
B. Create a routing rule.
C. Configure the default entitlement for Contoso.
D. To SLA3, add an SLA item that has an Assign Record action.

正解: C

Question No : 2
You are working on a task from a queue. You fail to finish before the end of your shift. You need to ensure that the users on the next shift can
What should you do?

正解:

Question No : 3
You need to apply service level agreements (SLAs) to all of the cases that have a service level of Gold. If a case fails to be resolved within 30 minutes, a manager must be notified by email. If the case fails to be resolved within two hours, an executive must be notified by email.
What are two possible ways to achieve the goal? Each correct answer presents a complete solution.

正解:

Question No : 4
You have a Dynamics CRM organization that has one service level agreement (SLA) named SLA1. SLA1 is the default SLA. SLA1 is not associated to any entitlements.
A user edits one of the SLA items in SLA1.
You discover that SLA1 is no longer applied to cases.
You need to identify the possible causes of the issue.
What are two possible causes? Each correct answer presents a complete solution.
A. The SLA type of SLA1 is set to Standard.
B. SLA1 is paused.
C. A default SLA is missing.
D. SLA1 is not activated.

正解: AD

Question No : 5
You have the entitlements configured as shown in the following table.



You need to identify which entitlement can be renewed currently.
What should you identify?

正解:

Question No : 6
You are responsible for all of the cases created for a customer named Fourth Coffee. The cases are entered by using the customer portal.
You need to ensure that any cases created for Fourth Coffee are assigned to you.
What should you do?

正解:

Question No : 7
You have a public queue named Queue1.
You need to restrict access to Queue1 so that only four users can view the queue.
What should you do first?

正解:

Question No : 8
You create a new entitlement that has the following configurations:
• Name: Ent1
• Start date: In two weeks
• End date: In two years
• Allocation type: Number of cases
• Total Terms: 0
• Status: Activated
You need to identify the status of Ent1.
What should you identify?

正解:

Question No : 9
You have an account named Account1. Account1 owns two subsidiaries named Subsidiary1 and Subsidiary?
The records in Dynamics CRM are tracked and Account1 is set as the parent account for each subsidiary. Account1 handles the billing and the accounting for each subsidiary.
You need to ensure that Subsidary1 has a service contract based on the number of cases and Subsidiary2 has a service contract based on the number of hours.
What should you do?

正解:

Question No : 10
You have the entitlements configured as shown in the following table.



You need to identify which entitlement can be set as the default entitlement for a customer.
What should you identify?

正解:

Question No : 11
Your Dynamics CRM organization has the service level agreements (SLAs) configured as shown in the following table.



A new case is opened for a customer named Customer1. SLA3 is applied to the case.
After 20 minutes, you discover that Customer1 has an entitlement named Entitlement1, which is associated to SLA1
You add Entitlementl1to the case.
After another 30 minutes, you discover that since the case involves a product named ProductA, the case must be associated to an entitlement named Entitlement2, which is associated to SLA2.
You change the entitlement to Entitlement2.
You need to identify how much time remains to resolve the ca
What should you identify?

正解:

Question No : 12
You have an entitlement that has total terms of 15.
For a customer, you create three cases that are associated to the entitlement.
You discover that the remaining terms is a value of 12.
You need to identify what the remaining terms will be if you merge the three cases.
What should you identify?

正解:

Question No : 13
You have an account record named Account1 that is owned by a user named SalesUser1.
You have a private queue. The queue contains customer records that require annual maintenance.
A team named CSRUsers manages the queue. Maintenance for the account records is performed by a user named CSR1.
You need to identify who will be the owner of Account1 when the queue item for the account record is added to the queue.
Who should you identify?

正解:

Question No : 14
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?

正解:

Question No : 15
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
You need to identify what will occur when you attempt to close Case1.
What should you identify?

正解:

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