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Home Microsoft MB2-714

Microsoft MB2-714 Exam Practice Questions (P. 5)

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Question #21
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?
  1. A
    Configure the default entitlement for Contoso.
  2. B
    Create a routing rule.
  3. C
    To SLA3, add an SLA item that has a Create Record action.
  4. D
    To SLA3, add an SLA item that has an Assign Record action.

Correct Answer:
A

Question #22
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?
  1. A
    9
  2. B
    11
  3. C
    12
  4. D
    14

Correct Answer:
D

Question #23
You create a new entitlement that has the following configurations:

Name: Ent1 -

Start date: In two weeks -

End date: In two years -
Allocation type: Number of cases

Total Terms: 0 -

Status: Activated -
You need to identify the status of Ent1.
What should you identify?
  1. A
    Expired
  2. B
    Waiting
  3. C
    Canceled
  4. D
    Draft
  5. E
    Active.

Correct Answer:
B

Question #24
You need to apply service level agreements (SLAs) to all of the cases that have a service level of Gold. If a case fails to be resolved within 30 minutes a manager must be notified by email. If the case fails to be resolved within two hours an executive must be notified by email.
What are two possible ways to achieve the goal? Each correct answer presents a complete solution.
  1. A
    Create two SLAs that each has two SLA items.
  2. B
    Create one SLA that has one SLA item.
  3. C
    Create one SLA that has two SLA items.
  4. D
    Create two SLAs that each has one SLA item.

Correct Answer:
BC
References:
https://www.microsoft.com/en-us/dynamics/crm-customer-center/define-service-level-agreements-customer-service.aspx

Question #25
You have a public queue named Queue1.
You need to restrict access to Queue1 so that only four users can view the queue.
What should you do first?
  1. A
    Set the queue type to Personal.
  2. B
    Edit the security hierarchy.
  3. C
    Edit the routing rule.
  4. D
    Set the queue type to Private.

Correct Answer:
D

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