Microsoft MB2-704 Online Practice Questions and Exam Preparation

Microsoft MB2-704 Online Questions & Answers

• Question 1:

  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 should you do?

  A. Use the quick view form to create the case.
  B. Create and close a phone call activity, and then convert it to a case.
  C. Create a lead, and convert it to a case.
  D. Use the quick create form to create a case.
  D. Use the quick create form to create a case.

• Question 2:

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

  A. Select the SLA in the cases for the selected customers.
  B. Select the SLA in the entitlements for the selected customers.
  C. Select the SLA and then use the Set as Default function.
  D. Select the SLA on the customer account for the selected customers.
  B. Select the SLA in the entitlements for the selected customers.

• Question 3:

  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 to be re- exported. What should you do?

  A. Open a view of the records, and export it to a dynamic worksheet.
  B. Run a report on the view, select the option to include all applicable records, and then export the results to Microsoft Excel.
  C. Run a report on the view, select the option to include all records on all pages, and export the results to Microsoft Excel.
  D. Open a view of the records, and export it to a dynamic pivot table.
  A. Open a view of the records, and export it to a dynamic worksheet.

• Question 4:

  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?

  A. Create a lead, and qualify it to create an opportunity.
  B. Create an account and an opportunity.
  C. Create a phone call, and convert it to an opportunity.
  D. Create a connection, and convert it to an opportunity.
  C. Create a phone call, and convert it to an opportunity.

• Question 5:

  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 Dynamics CRM?

  A. Services
  B. Sites
  C. Work centers
  D. Resources
  A. Services

• Question 6:

  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 information? Each correct answer presents a complete solution. Choose two.

  A. Dashboards
  B. Advanced find
  C. Reports
  D. Entity forms
  A. Dashboards
  D. Entity forms

• Question 7:

  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?

  A. Add each contact to the case associated to the entitlement.
  B. Configure a contact method on each contact.
  C. Add each contact to the entitlement.
  D. Mark each contact as Primary.
  C. Add each contact to the entitlement.

• Question 8:

  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 related, but the cases must continue to be resolved

  independently.

  You need to configure the parent and child case settings for your organization.

  What should you do?

  A. Ensure that the cascade closure preference is not set.
  B. Choose Don't allow parent case closure until all child cases are closed.
  C. Choose Close all child cases when parent case is closed.
  D. Include the resolve by attribute in the inherited attributes.
  B. Choose Don't allow parent case closure until all child cases are closed.

• Question 9:

  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 answer presents a complete solution. Choose two.

  A. Recent Cases
  B. Active Cases
  C. Cases Opened in the Last 7 days
  D. Resolved Cases
  A. Recent Cases
  C. Cases Opened in the Last 7 days

• Question 10:

  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 research complete.

  What should you add?

  A. Business rule
  B. Branch
  C. Workflow
  D. Conditional step
  C. Workflow