MB2-714

MB2-714 practice questions, page 3 of 4, with answer review and explanations.

Question 11

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.

  1. resource group
  2. site
  3. equipment
  4. user

Question 12

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 continue to work on the task. What should you do?

  1. Assign the task to a queue.
  2. Share the task with a queue.
  3. Release a queue item.
  4. Create a new queue item.

Question 13

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?

  1. Change the owner of the account.
  2. Update the entitlement.
  3. Create a routing rule.
  4. Create a service level agreement (SLA) item.

Question 14

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?

  1. the access team
  2. SalesUser1
  3. CSR1
  4. the CSRUsers team

Question 15

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 Entitlement1 to 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 case. What should you identify?

  1. one hour and 10 minutes
  2. seven hours and 10 minutes
  3. three hours and 10 minutes
  4. 10 minutes