MB2-704 Exam Questions

A customer with an open opportunity selects one of your company's competitors. You need to change the status of this opportunity so that the opportunity no longer shows in Open Opp...

You are the team lead in a large call center. You want to know the originating source for the majority of your team's cases. You need a report that includes the following informati...

What is the purpose of the business process flow in the opportunity form?

You create a chart on your personal dashboard. The chart displays the service technician's monthly goals for case resolution. You need to make this chart available on another dashb...

You want to aggregate customer feedback from social websites in order to identify buying trends and customer opinions toward your company's product. Which tool should you use in Mi...

You are a marketing specialist. You receive an email message from a prospective client who was referred to your company by a current client. You need to add the client to Microsoft...

Your company uses trucks to drive to customer sites and perform warranty work. Your company has a policy that each truck should remain in a specific region. You need to configure M...

You lose an active opportunity and close it in Microsoft Dynamics CRM. What are two results of closing the opportunity? Each correct answer presents part of the solution. Choose tw...

You configure a connection to Microsoft Social Listening but cannot see social insights data in Microsoft Dynamics CRM. What should you do to make social insights visible in Dynami...

You work at the support desk for a software company. When the newest version of a popular app is released, you receive an influx of support requests regarding an issue. The researc...

You create five new resources for various workers, each with a capacity of one. You create three new trucks in the facilities/equipment form, each with a capacity of two. Next, you...

You create a new entitlement. What is the initial status of the entitlement?

What can be classified by using the subject tree?

You create an opportunity report by using the Report Wizard. The report returns too many records. You need to reduce the number of records returned by the report. Which two actions...

You view the service calendar with the resource view applied. You notice a box with the number two in it. What does this information identify?

You create a case for a customer who requests assistance. You need to find a Frequently Asked Questions document in Microsoft Dynamics CRM and email it to the customer. In which lo...

You need a dashboard that shows your cases only. Which dashboard should you use?

What is required to view a Dynamic Excel report?

A customer calls to request a quote for a product. You need to log the call and create an opportunity for the potential sale. What should you do?

You own an opportunity but need to allow other users to view and edit it. What should you do?

You identify and create a new case. Your service team's process requires that you hand the case off to another service representative for resolution by adding the case to the servi...

You create an Advanced Find view that consists of columns from the account entity. Which action is possible when customizing the view?

You want to create a weekly schedule for a resource Which two settings should you configure when creating the schedule? Each correct answer presents part of the solution. Choose tw...

Your company's support team is handling all inbound requests for support for a new product. You want to configure Microsoft Dynamics CRM so that phone calls and email messages rega...

You are the manager for all Microsoft Dynamics CRM Knowledge Base articles that the service management team submits. A team member submits an article to Knowledge Base. What should...

You complete your work on a queue item and want to allow others to work on it. What should you do?

You need to reactivate a case you cancelled two days ago in order to update the description. In which two Microsoft Dynamics CRM system views will you find the case? Each correct a...

You are a support technician. You resolve an issue for a customer. You need to schedule a follow-up with the customer in three weeks, before the next payroll. What should you do?

You create a personal dashboard to help manage your service cases. You need to make the dashboard available to your coworker. What should you do?

You create a new user. Which record will Microsoft Dynamics CRM automatically create for the user?

The service desk frequently receives email requests directly from contacts that are not currently in Microsoft Dynamics CRM. You need to configure an automatic case creation rule t...

Employees in your organization create opportunities in Microsoft Dynamics CRM by using various currencies. You need a report that uses the company's base currency to show the value...

You need to ensure that lead qualification is automated and occurs when a field on the Lead Form is set to a certain value. What should you do?

You plan to bulk import new case records. You do not want the service level agreement (SLA) to apply to the new cases. What should you do?

An employee who you manage requests one week of paid vacation. You need to ensure that no work is assigned to this employee during that week. What should you create?

You create a case and link it to a standard service level agreement (SLA) with the timer configured on the case form. You need to review the case status and report the information...

You are adding products to an opportunity. You want to calculate the estimated revenue based on the products added. What should you do to enable this function?

You want to track your interactions with an organization. Which type of customer record should you create?

You create an opportunity and need to add products. What should you do before adding the opportunity products?

You are viewing the opportunity by status chart and want to see the records that have a status of open. What should you use on the chart pane?

You implement Microsoft Social Listening and connect it to your Microsoft Dynamics CRM organization. In which two locations within Dynamics CRM can you access social insights infor...

Which three items can not you add to a closed opportunity? Each correct answer presents a complete solution. Choose three.

You create a quick campaign to announce the launch of a new product line. Which of the following can be done with a quick campaign?

Which of the following can be associated to a marketing list? (Choose all that apply.)

You need to create a dynamic marketing list. Which of the following entities can you select as the member type? (Choose all that apply.)