MB2-718 Exam Questions

You are a customer service representative. You use the interactive service hub and a multi-stream interactive dashboard. At the beginning of your shift, you need to view the high-p...

You work for a call center that uses Dynamics CRM for case management. You need to recommend a solution that meets the following requirements: - Provides customer service represent...

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

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...

What are two examples of entitlement allotment options? Each correct answer presents a complete solution.

Which three statements regarding Voice of The Customer are true. Each correct answer presents a complete solution.

You are a customer service agent in a call center. AH customer service agents use Unified Service Desk (USD) to respond to calls. You need to respond to two calls from two differen...

You release an item from a queue. What is the outcome?

Your organization uses enhanced service level agreements (SLA's). You need to create a view that displays the SLA failure and succeeded time for data related to a case. Which entit...

What are Field Service Agreements?

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...

A user named User1 creates a knowledge base article. No other action has been taken. User! must modify the article. You need to direct User1 to the view where the article is displa...

You implement the Unified Service Desk (USD). You plan to implement actions and replacement parameters. Which three symbols are valid replacement keys? Each correct answer presents...

You enable feedback for a Voice of the Customer survey. What is the total number of questions allowed for the survey?

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 c...

You create a queue and assign it to a team. Which type of queue is created?

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

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

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 f...

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 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 y...

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...

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 enti...

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 confi...

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 ca...

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

You have a Microsoft Dynamics 365 environment. You implement Field Service and create a Field Service Agreement for a specific account Where should you define the preferred resourc...

You implement the Unified Service Desk (USD). Which three of the following objects are events? Each correct answer presents a complete solution.

You need to implement Microsoft Power BI to analyze and visualize data. Which two actions can you perform? Each correct answer presents a complete solution.

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.

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

You plan to deploy Unified Service Desk (USD). You need to install all USD components and verify the installation. Which three actions should you perform? Each correct answer prese...

You install Microsoft Dynamics 365. Which three knowledge base article templates are available? Each correct answer presents a complete solution.

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 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...

You need to enable the Map view for the schedule board. What should you do first?

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

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...

You need to identify which actions are available in an enhanced service level agreement (SLA). What are two possible actions that you can identify? Each correct answer presents a c...

Your company has a Dynamics CRM organization. The company plans to use the product catalog. You need to identify which component must be configured before you can implement the pro...

You create an entitlement that decreases the total terms when cases are created. You need to identify what will cause the value of the remaining terms of an entitlement to be incre...

You have an entitlement that allows 15 cases to be opened by phone. After the 15 cases are opened by phone, you discover that additional cases are being opened by using email, the...

You create a new case that is associated to a service level agreement (SLA). You need to identify what occurs when the case is placed on hold. What should you identify?

You plan to create an entitlement template. You need to identify which types of records can be associated to the template. What are the possible record types that you can associate...

You have two sites. You need to ensure that all of the resources for a scheduling activity are from the same site. What should you use?

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

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

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 w...

You need to change the warehouse location for product inventory. What should you do?

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...