Microsoft MB2-714 Exam Practice Questions (P. 3)

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?