MB2-704 Exam Questions

Your customer wants to purchase 1,000 units of your best-selling product. Which type of record in Microsoft Dynamics CRM should you create?

Two active case records are related to the same issue but have nothing else in common. Your manager asks you to make an association between the records. What should you do?

A customer can use 80 hours of phone support and 20 hours of email support, according to the agreement you set up with this customer. You need to configure an entitlement. What sho...

You need to use Microsoft Dynamics CRM goals and metrics to measure sales revenue of a specific business line for the upcoming fiscal year. What should you do?

The call center handles many types of support calls. Cases for customers requesting account balance information must be routed to a queue for the accounting department. You need to...

A customer calls to change the date and time of a service activity. You have limited dates, times, and resources available for the customer request. You need to update the informat...

You are implementing Microsoft Dynamics CRM. Your company requires employees to perform warranty repairs at the customer site. Where should the warranty repairs be configured in Dy...

You want to use Microsoft Dynamics CRM to compile a repository of competitor information for your sales team. You create a competitor record and enter your competitor's strengths a...

Each member of your sales team must earn an individual sales revenue quota for the year in order to receive a bonus. You create the goal metric and identify the Metric Type as Amou...

You use the service scheduling feature of Microsoft Dynamics CRM to manage inspection services. You need to configure Microsoft Dynamics CRM with the following information: - A jun...

A staff member at your client organization sends you an email message, inquiring about a product that the client might buy. After you track the email message, what should you do?

You create a new case that includes a service level agreement (SLA). You place the case on hold because you need to wait for additional information from the customer. What is the s...

You want to share a personal chart that you created. Who can you share your chart with? Each correct answer presents a complete solution. Choose two.

You are working on a case, but you need to use a different process flow. What should you do?

A customer calls and wants to make a purchase. You need to record the phone call and the purchase in Microsoft Dynamics CRM. What should you do?

You need to configure Microsoft Dynamics CRM so that only the authorized contacts associated with an account can call and use the entitlement. What should you do?

You currently sell widgets individually. You now need to configure the product catalog to sell widgets in packs of 12. What should you configure?

You are implementing Microsoft Dynamics CRM. Your company delivers training for customers on various topics. Not all trainers are capable of delivering all training classes. You ne...

You are the office manager for a plumbing company. According to customer feedback, technicians are showing up late and are taking a very long time on service calls. You want to res...

You send a quote to a customer, who accepts the quote. You need to complete the sale and collect payment. What should you do?

You are the service desk manager for a large engineering firm. You want to track how many cases are resolved each month by each individual service technician. Which three items in...

Your customer service team often receives support calls for the same issue from multiple customers. You decide to use the parent-child hierarchy feature so that cases can be relate...

You need to create an opportunity with a product that does not currently exist in the product catalog. What should you do? (Choose all that apply.)

Which of the following actions can you perform with articles? (Choose all that apply.)

You need to schedule a phone call to a group of Accounts and Contacts, followed three days later by an email message. What should you do?

You need to create a product in Microsoft Dynamics CRM. Which product catalog component is required?

You update the exchange rate for a currency. Which two events will cause an open opportunity to calculate and display the updated value? Each correct answer presents a complete sol...

You are a sales representative at a trade show. A trade show attendee leaves a business card at your company's booth. You need to enter the attendee's information into Microsoft Dy...

You create a new service level agreement (SLA) and enter the amount of time that is allowed for it. You need to send an email message to the user assigned to a case when the time l...

Your company's marketing team attends a conference and collects business cards of attendees who do not already use your services. After the conference, the team enters the informat...

You create an opportunity view and want to export the fields in the view for further analysis. You need to ensure the data can be refreshed automatically without requiring the data...

An existing goal tracks the number of cases resolved per month. You need to enable it to show the number of cases that are still open. What should you do?

You need to specify the number of support hours a customer will receive. What should you create?

You need to create a dashboard that will include an external website. Which component should you add?

You are creating a goal for the number of phone calls made versus the number of phone calls scheduled. You need to establish the number of scheduled calls for your organization. Wh...

You need to add a product brochure to Microsoft Dynamics CRM so that users can send the brochure via email to potential customers. Which record type should you add the brochure to?

Your customer requests that deliveries be made on Thursdays only. You need to configure Microsoft Dynamics CRM to meet this requirement. What should you create?

You have a potential sale with a prospect that you met at a trade show. You enter the prospect as a lead in Microsoft Dynamics CRM. How should you move the lead forward to track th...

You need to configure Microsoft Dynamics CRM to use a special service level agreement (SLA) for selected customers. Which action should you perform?

Your company's support process has the following two business requirements: - New cases that are marked as high priority automatically move to an escalation stage when first opened...

You are the customer service manager of a call center and are performing a daily review of your team's cases. A case record owned by a member of your team has a flag in the researc...

Your organization uses business process flows to help users complete their cases. You want the stage of a business process flow to automatically change when a field value is set to...

You choose a case from the customer support queue. Your company mandates that all requests with customers be tracked regardless of the outcome. You call the customer and learn that...

You are responsible for creating and managing Microsoft Dynamics CRM Knowledge Base templates and articles. A user wants an image to be added to a Knowledge Base article. What shou...

You are a customer service representative. You receive an inbound request for support for a product support request. You need to create a new case to document the request. What sho...

An entitlement for a customer has a status of Active. You need to make changes to the entitlement. What should you do before making the changes?

Your organization uses territories in Microsoft Dynamics CRM to manage sales. You need to ensure that all sales managers and sales people are associated with the correct territorie...

Your manager needs an analysis that contains four views and three charts. Which two actions should you perform? Each correct answer presents a complete solution. Choose two.

A customer purchases a widget at retail price. Another customer purchases the same product at wholesale price. What should you create to enable both customers to pay the correct am...

You need to ensure that the estimated revenue for your opportunity is calculated correctly based on the most recent territory price list and the associated products. Which method s...