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QUESTION 41
You are working on a case that pertains to a common issue encountered by customers.
You discover a new solution to resolve the issue.
You need to ensure that all users can find the new solution.
What should you do?

A.    Create a knowledge article.
B.    Create a solution file.
C.    Assign the case to a team that includes all of the users
D.    Share the case with all of the users.

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QUESTION 21
You are evaluating whether to use a standard or an enhanced service level agreement (SLA). You need to identify a characteristic of a standard SLA.
What should you identify?

A.    The SLA can be paused-
B.    The status can be tracked directly from the case form .
C.    Actions can be triggered based on specific success catena .
D.    The failure time is tracked .

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QUESTION 11
You create a new case to which an enhanced service level agreement (SLA) is applied.
The SLA states that the case will be resolved in two hours.
You work on the case for 20 minutes, and then you discover that you require a password from the customer. The customer is unavailable, so you change the status reason of the case to On Hold. Forty minutes later, the customer sends you the password and you change the status reason of the case to In Progress.
You work on the case for 30 minutes, and then you change the cases status reason to On Hold, while you wait for a response from the customer. Twenty minutes later, you receive a response from the customer and you change the cases status reason to In Progress.
You work on the case for an additional 30 minutes, and then you change the case s status reason to Resolved.
How many minutes will the Resolve By KPI display for this case?

A.    30
B.    80
C.    110
D.    140

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2017 March Microsoft Official New Released MB2-714 Dumps in Lead2pass.com!

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QUESTION 1
Your team uses the Dynamics CRM knowledge base.
You do not use the interactive service hub.
You use articles to resolve cases
You have an article template named ArticleTemplate1.
You publish articles that use ArticleTemplate1.
You need to prevent ArticleTemplate1 from being used to create any more articles.
The solution must ensure that existing articles remain available.
What should you do?

A.    Modify the properties of ArticteTemplate1.
B.    Delete ArticteTemplate1.
C.    Deactivate ArticleTemplate1.
D.    Remove ArticleTemplate1 from the default solution.

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