MB2-714 Microsoft Dynamics CRM 2016 Customer Service

It is useful for the candidates to know MB2-714 Microsoft Dynamics CRM 2016 Customer Service exam topics.

Manage cases and the knowledge base (25-30%)
Manage queues, entitlements, and service level agreements (SLAs) (25-30%)
Manage service scheduling, interactive service hub, and the unified help desk (20-25%)
Work with FieldOne and surveys and perform service management analysis (20-25%)

Published: January 22, 2016
Languages: English, Chinese (Simplified), French, German, Japanese, Spanish
Audiences:Information workers
Technology: Microsoft Dynamics CRM
Credit toward certification: Specialist

Share some Microsoft MB2-714 exam sample questions below.

You plan to create a service activity. You need to identify which resources can be added to the service activity. What are two possible resources that you can add to the service activity? Each correct answer presents a complete solution,
A. a user
B. a territory
C. a business unit
D. a facility
Answer: A

You have a Dynamics CRM organization. You need to recommend which technology can be used to integrate CRM to a telephony system and to provide call scripts from within CRM cases. Which technology should you recommend?
A. Microsoft Parature
B. the Engagement Hub
C. the interactive service hub
D. the Integrated Desktop Agent
Answer: D

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