MB2-714Preview

While viewing open cases on an interactive dashboard in the integrated service hub, your manager informs you that there is a recall on a new product. The cases associated to the new product must not affect the customer support agreement and must be moved to a queue named Recall Queue for processing.
You discover that a case regarding the recalled product is assigned to you.
You need to manage the case based on guidelines provided by the manager.
What are two possible actions that achieve the goal? Each correct answer presents a complete solution.

You configure a service schedule.
You need to identify which processes can be automated as part of the service schedule.
Which two processes should you identify? Each correct answer presents a complete solution.

You need to create a dashboard for the interactive service hub. The dashboard must display an overview of cases by product, priority, incident type, and resolution trend.
Which type of dashboard should you create?

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?

Your company has a Dynamics CRM organization that has the following characteristics:
✑ The organization has 1,000 active users.
✑ The users access CRM by using the web client and mobile devices.
✑ Managers are responsible for updating all of the account records.
✑ All of the users are responsible for creating and updating case records.
The company is evaluating whether to implement Unified Service Desk.
You need to identify the characteristic of the company that will prevent the successful use of Unified Service Desk.
What should you identify?

You need to build a single-stream interactive dashboard in the interactive service hub.
You are planning the layout of the dashboard.
What are two possible components that can you include on the dashboard? Each correct answer presents a complete solution.

You have a Dynamics CRM organization that has Unified Service Desk implemented.
The system administrator recently made several configuration changes to Unified Service Desk from within CRM.
Users report that they fail to see any of the changes in the Unified Service Desk client. The changes are visible from CRM.
You need to ensure that the changes are visible from the Unified Service Desk client.
What should you do?

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.

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?

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?

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?

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?

You have an account named Account1. Account1 owns two subsidiaries named Subsidiary1 and Subsidiary2.
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?

You need to identify how many default service level agreements (SLAs) you can have in a Dynamics CRM organization.
What should you identify?

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.

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?

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?

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?