Ucertify offers free demo for MB2-714 exam. "Microsoft Dynamics CRM 2021 Customer Service", also known as MB2-714 exam, is a Microsoft Certification. This set of posts, Passing the Microsoft MB2-714 exam, will help you answer those questions. The MB2-714 Questions & Answers covers all the knowledge points of the real exam. 100% real Microsoft MB2-714 exams and revised by experts!


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Q21. 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


Q22. You create an entitlement that decreases the total terms when cases are created

You need to identify what will cause the value of the remaining terms of an entitlement to be incremented or decremented.

What are two possible causes that you can identify? Each correct answer presents a complete solution.

A. when a case that is attached to the entitlement is resolved

B. when the entitlement is attached to a new contact

C. when a case that is attached to the entitlement is deleted

D. when the entitlement is attached to a new case

Answer: C


Q23. You create a new case that is associated to a service level agreement (SLA). You need to identify what occurs when the case is placed on hold. What should you identify?

A. An automatic notification is sent to the manager of the user who placed the case on hold.

B. An automatic notification is sent to the customer who initiated the case.

C. The time calculations for the Key Performance Indicators (KPIs) are paused.

D. Users are prevented from editing the case record until the On Hold status changes.

Answer: C


Q24. Your team uses the Dynamics CRM knowledge base. You do not use the interactive service hub. You are working with a customer to resolve an issue.

You need to provide the customer with an article from the knowledge base. What should you do?

A. From the article, click Email a Link.

B. From the article, click Share.

C. From the article, click Copy a link.

D. Create an email and click Insert Article.

Answer: A


Q25. You have a goal for a customer service representative that includes all of the representative s cases from the current fiscal year. For the upcoming quarter, you need to modify the goal to include only cases associated to a specific subject. Which three actions should you perform? Each correct answer presents part of the solution.

A. Create a rollup query that filters the case list based on the subject and CreatedOn fields of the case.

B. Create a rollup query that filters the case list based on the subject field of the case.

C. Associate the rollup query to the goal record.

D. Change the time period of the goal record.

E. Update the rollup field on the goal record.

Answer: C,D,E


Q26. Your customer service agents use two custom entities named Entity 1 and Entity2.

You need to organize the records for Entity1 and Entity2 so that they appear together in a single location.

What should you do first?

A. Enable the entities for queues.

B. Enable the entities for access teams.

C. Create a system view.

D. Create a personal view.

Answer: D


Q27. 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


Q28. Your company deploys Dynamics CRM.

All of the employees who perform service calls for customers use CRM. You plan to deploy FieldOne.

You need to identify a benefit of deploying FieldOne. What should you identify?

A. reduces the number of service calls

B. reduces the use of social technology

C. reduces the use of web portals and mobile apps

D. reduces the fuel costs of the service calls

Answer: D