MB2-718 Exam Questions

You implement the Unified Service Desk (USD). Which three statements regarding the debugger are true? Each correct answer presents a complete solution.

What is a limitation of the Field Service mobile app?

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

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...

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

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?

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 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 sh...

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

You are attempting to resolve a case. For which situation will the system display a prompt before reaching the Case Resolution window?

You attempt to delete a queue in Microsoft Dynamics 365. You are not able to delete the queue. What are two possible reasons why you cannot delete the queue? Each correct answer pr...

You create a service level agreement (SLA) for cases where the case priority is critical. The SLA must display a warning after 15 minutes and fail after 30 minutes. You create a no...

Which two actions can you perform by using entitlement channels? Each correct answer presents a complete solution.

You implement the Unified Service Desk (USD). Which two statements are true when creating a hosted control?

You plan to combine two cases by using the merge case process. Which option can you specify?

Your organization has a custom entity. You need to ensure that the custom entity is available from the interactive service hub. Which setting for the entity should you modify?

Your organization uses the interactive service hub to manage cases. You need to interact with records in a stream that displays active cases. Which two actions can you perform? Eac...

Your organization's Microsoft Dynamics 365 application is configured with the default setting for parent and child case You need to resolve a parent case. Which statement is true?

You deploy Unified Service Desk (USD). You configure a toolbar container hosted control. You need to ensure that the hosted control is aligned to a specific part of the screen by u...

Which statement defines a User Interface Integration (UH) action?

You are creating a new single-stream dashboard. You plan to filter the dashboard based on cases. Which two components can you add to the dashboard? Each correct answer presents a c...

You are working with the Field Service mobile app in online mode. Which two statements regarding data synchronization are true? Each correct

You need to merge eight similar cases. Which of the following statements is true?

You have two similar cases. One case is named Case1 and the other is named Case2 Each case has a different parent case. You attempt to merge Case1 into Case2. What is the result to...

You have a Microsoft Dynamics 365 environment. You implement Field Service. You need to ensure that users can interact with Field Service on a mobile device. What should you do?

What are three functions of the Unified Service Desk (USD) Global Manager hosted control? Each correct answer presents a complete solution.

You are using the knowledge base article search from the service area. Which two search options are available? Each correct answer presents a complete solution.

You need to create a goal record. For which three fields must you enter data? Each correct answer presents a complete solution.

A customer returns a defective product You plan to ship the product back to the vendor for credit You need to initiate the return process to the vendor. Which type of record should...

A company plans to send out customer surveys. When a customer responds that they are not likely to recommend the company to a colleague, you need to display another question to gat...

You have a Microsoft Dynamics 365 environment. You implement Field Service. You need to update a work order to indicate that you are traveling to the client. Which field in the Fie...

You use the Field Service application. You need to track users and equipment that are available for scheduling. Which resource type should you use?

Which two statements regarding the Unified Service Desk (USD) debugger are true? Each correct answer presents a complete solution.

Which two statements regarding Microsoft Power BI dashboards are true? Each correct answer presents a complete solution.

You need to search for a specific knowledge base article by number. Which two options can you use? Each correct answer presents a complete solution.

You use the interactive service hub for your daily work. You identify a knowledge base article that can assist with an open case for a customer. You need to send the article to the...

A user selects a case from a queue and studies the queue item details for the case. Which two data points are displayed? Each correct answer presents a complete solution.

Which queue type is created when you add a user to Dynamics 365?

You manage a Microsoft Dynamics 365 deployment. You need to enable editable grids for an entity. What should you do?

Which three of the following are valid survey response actions?

The time period for a goal was not set correctly. You need to ensure that a user can correct the goal. What should you do?

You create a Voice of the Customer survey. You need to configure an automatic response each time a customer completes the survey. Which feature or component should you use?

You have the Customer service representative security role. You apply a filter to the active case system view. You need to save the view. What should you do?

You create and activate an entitlement. The start and end dates for the entitlement are in the future. What is the status of the entitlement?

You plan to use surveys. You need to identify the number of entities that are used to store the survey responses. What should you identify?

You have a Dynamics CRM organization. You need to gather customer data by using several surveys. The solution must use out-of-the box functionality. What are three methods that you...

You have a goal for a customer service representative that includes all of the representative s cases from the current fiscal year. For the upcoming quarter, you need to modify the...

Your company has a Dynamics CRM organization that uses FieldOne. A customer calls your company s Help Desk to report a failed device. The Help Desk technician creates a case in CRM...

You plan to create a service activity. You need to identify which types of participant can have defined work hours. Which two participant types should you identify? Each correct an...

You implement Unified Service Desk in your Dynamics CRM organization. You need to add a button to a Unified Service Desk toolbar that will load a CRM page to a hosted control when...