Microsoft Dynamics CRM 2016 Customer Service

Here you have the best Microsoft MB2-714 practice exam questions

You have 90 total questions across 18 pages (5 per page)
These questions were last updated on February 12, 2026
This site is not affiliated with or endorsed by Microsoft.

Question 1 of 90

While viewing open cases on an interactive dashboard in the integrated service hub, your manager informs you that there is a recall on a new product. The cases associated to the new product must not affect the customer support agreement and must be moved to a queue named Recall Queue for processing.
You discover that a case regarding the recalled product is assigned to you.
You need to manage the case based on guidelines provided by the manager.
What are two possible actions that achieve the goal? Each correct answer presents a complete solution.

Question 2 of 90

You have a Dynamics CRM organization.
You need to recommend which technology can be used to integrate CRM to a telephony system and to provide call scripts from within CRM cases.
Which technology should you recommend?

Microsoft Parature

the Engagement Hub

the Interactive service hub

the Integrated Desktop Agent

Question 3 of 90

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 Tech1.
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.

the service preferences of the customer

the security of Tech1

the resources of the resource group

the selection rules of the service

Question 4 of 90

You are managing business closures in Dynamics CRM.
You configure business closure days for your company. You have 50 managers who belong to a resource group named Managers.
You need to ensure that the managers can be scheduled for activities anytime, including during the business closure days. All other resources must be prevented from being scheduled on the business closure days.
What should you configure?

the user records

the selection rules

the record for the Managers resource group

the closure for the CRM organization

Question 5 of 90

You configure a service schedule.
You need to identify which processes can be automated as part of the service schedule.
Which two processes should you identify? Each correct answer presents a complete solution.

rotating vacation schedules for the resources

scheduling resources around planned meal breaks

showing all of the resources that are qualified regardless of their availability

showing all of the resources that are available and qualified

About the Microsoft MB2-714 Certification Exam

About the Exam

The Microsoft MB2-714 (Microsoft Dynamics CRM 2016 Customer Service) validates your knowledge and skills. Passing demonstrates proficiency and can boost your career prospects in the field.

How to Prepare

Work through all 90 practice questions across 18 pages. Focus on understanding the reasoning behind each answer rather than memorizing responses to be ready for any variation on the real exam.

Why Practice Exams?

Practice exams help you familiarize yourself with the question format, manage your time, and reduce anxiety on the test day. Our MB2-714 questions are regularly updated to reflect the latest exam objectives.