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Free MB2-714: Microsoft Dynamics CRM 2016 Customer Service Exam Questions and Answers
Last updated: March 30, 2025
Examtopics MB2-714: Microsoft Dynamics CRM 2016 Customer Service Prepaway Real Exam Questions and dumps free download
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1688-MB2-714: Microsoft Dynamics CRM 2016 Customer Service
#Question
How can implementing a customer feedback loop benefit organizations?
A.
It informs continuous improvement
B.
It complicates processes
C.
It increases workload
D.
It reduces engagement
Correct Answer:
A
Implementing a customer feedback loop informs continuous improvement by integrating real customer insights into service strategy.
#Question
When should representatives follow up after a complaint has been addressed?
A.
After a set time frame
B.
Immediately after the resolution
C.
Only if they want to
D.
Only if prompted by the customer
Correct Answer:
B
Following up immediately after resolution shows the customer that their satisfaction is a priority and helps confirm that the issue was properly addressed.
#Question
How can regular team meetings improve customer service outcomes?
A.
By discouraging transparency
B.
By sharing experiences and solutions
C.
By limiting communication
D.
By increasing information silos
Correct Answer:
B
Regular team meetings facilitate sharing experiences and solutions, leading to improved customer service outcomes through collaboration and learning.
#Question
Why is it essential to maintain a polite and professional demeanor?
A.
It slows down interactions
B.
It builds customer trust
C.
It encourages more complaints
D.
It limits productivity
Correct Answer:
B
A polite and professional demeanor builds customer trust and enhances the overall service experience, leading to positive customer relationships.
#Question
What action should be taken when a customer's needs exceed available resources?
A.
Refer them to another company
B.
C.
Explore alternative solutions
D.
Ignore the concern
Correct Answer:
C
Exploring alternative solutions demonstrates a commitment to meeting customer needs, even when resources are limited.
#Question
How should you handle sensitive customer information?
A.
Secure it and limit access
B.
Store it in an unprotected format
C.
Share it freely
D.
Discuss it openly
Correct Answer:
A
Sensitive customer information must be secured and access limited to protect privacy and comply with regulations.
#Question
How can a company's reputation be negatively impacted?
A.
By refusing to engage customers
B.
By consistent positive experiences
C.
By offering personalized service
D.
By handling customer complaints poorly
Correct Answer:
D
Poor handling of customer complaints can damage the company's reputation, leading to negative customer perceptions and loss of business.
1688-MB2-714: Microsoft Dynamics CRM 2016 Customer Service
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