| Exam Code/Number: | MB2-714Join the discussion |
| Exam Name: | Microsoft Dynamics CRM 2016 Customer Service |
| Certification: | Microsoft |
| Question Number: | 92 |
| Publish Date: | May 21, 2026 |
|
Rating
100%
|
|
You have a routing rule set that routes cases to various queues. The rule set is activated.
You need to identify in which scenarios the routing rule will be applied to a case.
Which three scenarios should you Identify? Each correct answer presents a complete solution.
Your team has a queue named Assignments.
A team member named CSR1 plans to work on an item from the Assignments queue.
CRS1 reports that after picking the item in the queue, the item no longer appears in the queue.
You need to tell CSR1 which type of queue to open-to view the item.
Which type of queue should you tell CSR1 to open?
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?
You complete work on a case. The case has several activities, some of which are open and some of which are complete. You need to identify what will occur when you attempt to resolve the case. What should you identify?
You need to create a new case in Dynamics CRM.
Which two fields are required to create the new case manually? Each correct answer presents part of the solution.
