Free Microsoft MB2-714 Exam Dumps Questions & Answers

Your company has service technicians who are sent to customer sites.
Depending on the requirements of the customer, the service technicians might need to bring specific equipment.
You have a customer who requests a service technician named Tech 1.
When you attempt to schedule the service appointment, you discover that Tech1 is an unavailable resource. Tech1 can be scheduled for other service activities.
You need to identify what prevents Tech1 from being available for the service appointment.
Which two conditions should you identify? Each correct answer presents part of the solution .

• A.  the security of Tech1
• B.  the resources of the resource group
• C.  the service preferences of the customer
• D.  the selection rules of the service

You manage a team of five customer service agents.
You need to view all of the cases that were opened during the last seven days and to view all of the open activities. What should you do?

• A.  View the Service Activity Volume report.
• B.  Perform an Advanced Find.
• C.  Create a personal dashboard.
• D.  Create a saved view.

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.  Users are prevented from editing the case record until the On Hold status changes.
• C.  An automatic notification is sent to the customer who initiated the case.
• D.  The time calculations for the Key Performance Indicators (KPls) are paused.

A user named User1 creates a personal dashboard that contains the following:
* Two system charts
* A personal view
* A system view
* An iFrame
User1 shares the dashboard with a user named User2.
You need to identify which additional item must be shared with User2 to ensure that User2 can view all the contents of the dash board .
Which item should you identify?

• A.  the system view
• B.  the system charts
• C.  the personal view
• D.  the iFrame

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?

• A.  Change the owner of the account.
• B.  Create a routing rule.
• C.  Create a service level agreement (SLA) item.
• D.  Update the entitlement.