MB2-718 Online Training Archives

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1. Your organization plans to use Voice of the Customer to send surveys to select groups of customers. You need to customize branding colors and logos for the surveys.

What should you do?

Modify Voice of the Customer survey themes.

Configure system settings.

Modify Microsoft Dynamics 365 themes.

Update Voice of the Customer piped data.

2. Which three actions can you perform by using editable grids? Each correct answer presents a complete solution.

Update a lookup fie4d to a custom entity.

Edit records by using mobile clients.

Group records by a specific column.

Update a Customer Type lookup field.

Update the value of an Owner lookup field.

3. You plan to create surveys for a multinational company that manages hotels. You must create a unique survey for each hotel location.

Which statement is true?

You can capture up to 10,000 survey responses per day.

You can store unlimited survey responses over time.

You can publish a maximum of 200 surveys.

All surveys must use the same theme.

4. You are creating a new survey with the Voice of the Customer Survey designer.

Which two statements regarding the Voice of the Customer Survey designer are true? Each correct answer presents a complete solution.

The Complete page must always display last.

The Welcome page must always display first.

Surveys can have up to three pages.

Surveys can contain unlimited questions.

5. You need to implement Microsoft Power Bl to analyze and visualize data.

Which two actions can you perform? Each correct answer presents a complete solution.

Use iframes to display content

Implement custom visualizations.

Use a file that is stored in Microsoft OneDrive as a data source.

Display the most recent version of the data always.

6. You enable feedback for a Voice of the Customer survey.

What is the total number of questions allowed for the survey?

100

250

7. You need to provide quick ad-hoc analysis of data from within the Microsoft Dynamics 365 environment Which Export to Excel option should you use?

Excel Online

static worksheet

dynamic worksheet

dynamic pivot table

8. You have access to the desktop version of Microsoft Excel and Excel Online.

You need to perform a bulk update of data for 225 contacts.

What are two ways to achieve the goal? Each correct answer presents a complete solution.

Open the data in Excel Online, make updates, and then save changes to Microsoft Dynamics 365.

Export data as a dynamic pivot table, make updates, and then save changes to Microsoft Dynamics 365.

Export the data as a static worksheet make updates, and then save changes to Microsoft Dynamics 365.

Export the data as a static worksheet, make updates, and then import the data back into Microsoft Dynamics 365.

9. You implement the Unified Service Desk (USO). You plan to implement actions and replacement parameters.

Which three symbols are valid replacement keys? Each correct answer presents a complete solution.

10. You plan to deploy Unified Service Desk (USO).

You need to install all USO components and verify the installation.

Which three actions should you perform? Each correct answer presents part of the solutioi

Deploy USO packages to the Microsoft Dynamics 365 instance.

Install the USO client on a development computer.

Run the USO client and connect to the Microsoft Dynamics 365.

In the USO application, configure client diagnostic logging.

Install computer telephony integration (CTI) adapters.

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11. You have a Microsoft Dynamics 365 environment and you are using Unified Service Desk (USD) in a call center scenario. Users must be able to ask their customers questions that will trigger defined follow on actions. You need to provide users with guidance for their customer interactions.

What should you use?

agent scripts

knowledge management

CRM dialogs

CRM workflows

12. You implement the Unified Service Desk (USD). You plan to implement a window navigation rule.

Which two statements are true? Each answer represents a complete solution.

You must populate the form and entity or URL fields for specific rules.

Rules are evaluated based on the order number,

You must use the display name to reference the entity in the rule.

You must configure default rules so that they are evaluated first

13. You are deploying a Unified Service Desk (USD) application.

For which three scenarios can you attach an action call? Each correct answer presents a complete solution.

A window navigation rule is processed.

Client diagnostic logging is turned on.

A threshold is reached in a Microsoft Power Bl report.

An agent script is run or an answer is clicked.

A toolbar button is clicked.

14. You implement the Unified Service Desk (USD).

Which three statements regarding the debugger are true? Each correct answer presents a complete solution.

The debugger allows you to review data parameters from static log files.

The debugger allows you to review real-time data parameters.

The debugger allows you to review action calls from static log files.

The debugger is a USD hosted control.

The debugger allows you to review real-time action calls.

The debugger is a standalone tool.

15. You need to install and configure the Unified Service Desk (USO) client What should you do?

Import the USO client as a solution.

You must manually install the client.

Deploy the USO client from the Microsoft Dynamics 365 server.

Enable the USO client from System Settings.

16. You are a customer service agent that uses Unified Service Desk (USO). You search for a customer. You select a customer record from the search results and open the customer record.

How many sessions are created?

17. What are the states a knowledge base article can be in?

Active. Approved, Draft, Inactive, or Scheduled

Active or Inactive

Approved, Archived, Discarded, Draft. Expired, or Scheduled

Approved, Cancelled. Draft Expired. On Hold, or Scheduled

18. You are creating an interactive service hub dashboard.

You need to control the display color for data embedded in the chart

Which two field types should you configure? Each correct answer presents a complete solution.

Floating Point Number

Two Options

Decimal

Currency

Option Set

19. A user named User1 creates a knowledge base article. No other action has been taken. User1 must modify the article.

You need to direct User1 to the view where the article is displayed.

To which view should you direct User1?

Scheduled Articles

Unapproved Articles

Draft Articles

Inactive Articles

20. You are creating a new knowledge base article about a known product defect

After publishing the article, you discover an inaccuracy.

You need to correct the issue while maintaining a traceable history of what was published.

What should you do?

Use the update article option.

Revert the article to draft status, fix the error, and then republish the article.

Delete and recreate the article.

Publish a minor revision to the article.

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21. Which of the following records can you convert into a case?

task

queue

lead

opportunity

22. Under which two circumstances will a routing rule be applied to a case without user intervention? Each correct answer presents a complete solution.

a case is created as the result of a record creation rule

a case was created before the routing rule was activated

a case is created by using a convert to case action

a case is created manually

23. You install Microsoft Dynamics 365.

Which three knowledge base article templates are available? Each correct answer presents a complete solution.

Solution to a Problem

Standard KB Article

Case Escalation

Coverage Dates

Procedure

24. You use the automatic creation and update rule feature to create case records automatically.

Which three source record types are available for automatically creating a case? Each correct answer presents a complete solution.

social activity

mailbox alert

survey activity

auto post

booking alert

25. You manage a Microsoft Dynamics 365 deployment for Contoso, Ltd.

You need to provide users the URL to their Microsoft Dynamics 365 Online interactive service hub.

What is the URL format for the Microsoft Dynamics 365 Online interactive service hub?

https://www.microsoht.com/en-US/crynamics/crm-custo-customer-center/interactive-service-hubuser-s-guide.aspx#bkmkAccess

https://contoso.crm.dynamics.com/XRMServices/2011/Discovery.svc

https://contoso.crm.dynamics.com/engagementhub.aspx

https://contoso.crm.dynamics.com/main.aspx

26. You have a Microsoft Dynamics 365 environment that has no customization*. You are working in the interactive service hub with a single-stream dashboard for cases.

Which option can you use to filter cases?

Business process stage

Title

Product

Category

27. You are attempting to resolve a case.

For which situation will the system display a prompt before reaching the Case Resolution window?

The case has a service-level agreement {SLA) that was not met.

The case has an open activity.

The customer will exceed their entitlement allotment

The case has an open parent case.

28. You use the interactive service hub to manage cases.

Users report that they have difficulty finding a specific knowledge base article when they initiate a search from within a case.

You need to ensure that search returns relevant results.

What are two possible ways to achieve the goal? Each correct answer presents a complete solution.

Relate the article to one or more categories.

Relate the article to a more relevant subject.

Update the article description.

Add additional keywords.

29. Which two of the following are valid routing rule actions? Each correct answer presents part of the solution.

Cancel Case

Send Email

Assign to User/Team

Route to Queue

30. You have a Microsoft Dynamics 365 environment You implement Field Service. You need to check the work order instructions in the Field Service mobile app.

Which tab on the work order contains instructions?

Incidents

Other

Info

Booking

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31. What is a limitation of the Field Service mobile app?

Windows 10 phones do not support the app.

You cannot work offline.

GPS locations are not available.

You cannot create follow-ups.

32. Which two security roles are created when you install the Field Service application? Each correct answer presents a complete solution.

Field Service Administrator

Field Service Dispatcher

Field Service Representative

Field Service Read Only

33. You have a Microsoft Dynamics 365 environment You implement Field Service.

You need to set up a service task type.

Which three fields, components, or relationships are available when you create a new service task type?

Each correct answer presents a complete solution.

Description

Notes

Field Agent

Estimated Duration

Work Order Duration

34. You ship a replacement part to a customer.

The customer reports that they receive the incorrect part.

You need to initiate a process to return the product to the warehouse.

What should you do?

Create a new return merchandise authorization (RMA) record.

Create a new return to vendor (RTV) record.

Create a new Agreement record.

Create a new Inventory Adjustment record.

35. You need to change the warehouse location for product inventory.

What should you do?

Create a new Product Relationship record.

Create a new Warehouse record.

Create a new Inventory Transfer record.

Create a new Inventory Adjustment record.

36. You have a Microsoft Dynamics 365 environment You implement Field Service.

A user named User1 is creating an agreement User1 attempts to set the agreement booking dates and agreement invoice dates but reports that the options are disabled.

You need to resolve the issue.

What should you do?

In System Settings, set the Fiscal Year End.

Set the work order duration.

Add the Customer Service Representative role to User1.

Set the agreement status to Active.

37. You need to enable the Map view for the schedule board.

What should you do first?

Enable service territories.

Enable the connection to Bing Maps.

Enable Custom Geolocation.

Select a resource details view.

38. You create an entitlement for a customer. In the channels section of the entitlements page, you add email and assign 75 percent of the allocation to email.

Which of the following statements is true?

75 percent of cases created by the customer must be created by using email. Remaining cases cannot be created until another channel is added to the entitlement

25 percent of cases created by the customer must be created by using email. The remaining cases may be created with any other channel.

All cases created by the customer must be created by using email.

75 percent of cases created by the customer must be created by using email. The remaining cases may be created with any other channel.

39. Which two statements regarding standard service-level agreements (SLAs) are true? Each correct answer presents a complete solution.

Standard SLAs record failure time on the entity record itself.

You can create SLAs for entities other than the Case entity.

You can only pause enhanced SLAs.

You must use an enhanced SLA to define multiple success criteria.

40. Which two statements regarding case routing are true? Each correct answer presents a complete solution.

You can add a maximum of five routing rule items to a routing rule set

A workflow is automatically created for each routing rule.

A maximum of three routing rule sets can be active at the same time.

You can route or assign a case to a user, queue, or team.

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41. You assign a case to a user named User A.

User A is not available to work on the case. The customer service manager moves the case to the queue for User B.

Which of the following statements is true?

A. User A still owns the case, but the case is located in the queue for UserB.

B. The customer service manager now owns the case.

C. User B now owns the case.

D. The case is not moved to the queue for User B until User A approves the move.

42. Which of the following capabilities is only available when using enhanced SLAs?

pause an SLA

use security roles to control SLA creation

track Key Performance Indicators (KPls)

define failure actions

43. You configure an organization to use entitlements. No customization has been applied.

You need to associate an entitlement with a case record.

Which option is displayed in the entitlement lookup field on the case record?

only active entitlements associated with the case customer

all active entitlements associated with the customer and contact

only active entitlements associated with the case contact

all entitlements associated with the customer and contact

44. You create a service level agreement {SLA) that wilt fail after seven days. You select a service calendar that uses 24-hour work days and no holidays. Saturday and Sunday are configured to be non-working days.

If no action is taken, how many calendar days can pass before the SLA fails?

5 days

7 days

9 days

11 days

45. You create and activate an entitlement for a customer. The entitlement is set to decrease allotment on case creation. The customer opens a case and you observe that the issue is caused by a bug on the software.

You need to ensure the customer allotment is not affected by this case.

What should you do?

Delete the case.

Cancel the case.

Use the Do Not Decrement Entitlement Terms action.

Use the Apply Routing Rule action.

46. You create a queue and assign it to a team.

Which type of queue is created?

Personal

System

Escalation

Shared

47. You create a service-level agreement (SLA). For which two of the following key performance indicators (KPls) can you create actions? Each correct answer presents a complete solution.

Escalate By

Resolve By

First Response By

Close By

48. You pick a case from a queue.

You determine that you cannot resolve the case, and plan to release the case back to the queue.

What effect does releasing the case to the queue have on record ownership?

Ownership remains unchanged.

Ownership is assigned based on the current routing rule.

Ownership is reverted to the previous owner.

Ownership of the record is assigned to the queue owner.