MB2-714 資格難易度 - マイクロソフト Dynamics CRM 2016 Customer Service

NO.1 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. A default SLA is missing.
B. SLA1 is paused.
C. The SLA type of SLA1 is set to Standard.
D. SLA1 is not activated.
Answer: A,D

MB2-714 認定   

NO.2 A task activity is assigned to a user named SalesUser1.
After reviewing the task activity, SalesUser1 identifies that the activity must be handled by customer
SalesUser1 needs to send the task activity to a queue named Customer Service Queue.
SalesUser1 opens the task activity.
What should SalesUser1 do next?
A. Select the queue.
B. Edit the Queue Item Details.
C. Modify the owner
D. 1 Set the Regarding field,
Answer: A

MB2-714 方法   MB2-714 問題   

NO.3 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. Create a routing rule.
B. To SLA3, add an SLA item that has a Create Record action.
C. To SLA3, add an SLA item that has an Assign Record action.
D. Configure the default entitlement for Contoso.
Answer: D

MB2-714 試合   

NO.4 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
A. Assign
B. Merge
C. Do not decrement entitlement terms
D. Add to Queue
E. Apply Routing Rule
Answer: C,D

MB2-714 入門   MB2-714 クラムメディア   

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試験科目:「Microsoft Dynamics CRM 2016 Customer Service」
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