Microsoft MB2-704 Online Practice Questions and Exam Preparation

Microsoft MB2-704 Online Questions & Answers

• Question 41:

  What is required to view a Dynamic Excel report?

  A. Have Outlook Client installed.
  B. Create the export from a System View.
  C. Have system administrator rights.
  D. Save the Advanced Find query in Microsoft Dynamics CRM.
  A. Have Outlook Client installed.

• Question 42:

  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?

  A. Switch the business process flow to set the status of the lead to qualified when the condition is met.
  B. Create a business process flow that automatically sets the status of the lead to qualified when the condition is met.
  C. Create a dialog that automatically sets the status of the lead to qualified when the condition is met.
  D. Create a workflow that automatically sets the status of the lead to qualified when the condition is met.
  D. Create a workflow that automatically sets the status of the lead to qualified when the condition is met.

• Question 43:

  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 the case was submitted on your company's customer portal by mistake.

  What should you do?

  A. Cancel the case.
  B. Delete the case.
  C. Resolve the case.
  D. Reactivate the case.
  C. Resolve the case.

• Question 44:

  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?

  A. Share the dashboard with your coworker.
  B. Schedule the Dashboard to be Emailed as a Report.
  C. Export the Dashboard to Excel, and share the Excel Workbook.
  D. Copy and assign the dashboard as a system dashboard.
  A. Share the dashboard with your coworker.

• Question 45:

  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 limit of the SLA is about to be exceeded.

  Which two actions should you perform? Each correct answer presents part of the solution. Choose two.

  A. Configure the Warning Actions on the SLA item record.
  B. Specify the Applicable When conditions on the SLA item record.
  C. Configure the SLA Item Warning on the SLA item record.
  D. Configure the SLA Item Failure on the SLA item record.
  A. Configure the Warning Actions on the SLA item record.
  C. Configure the SLA Item Warning on the SLA item record.

• Question 46:

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

  A. Save your changes to the queue item.
  B. Release the queue item.
  C. Route the queue item.
  D. Change the action to Work On.
  B. Release the queue item.

• Question 47:

  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 dashboard.

  What should you do?

  A. In the other dashboard, select the existing chart.
  B. Export the chart. Import the chart into Charts under the case entity. Go to the dashboard entity, and add the chart to the dashboard.
  C. Share the chart from your personal dashboard to the case entity, and add the chart to the system service dashboard.
  D. Share the chart from your personal dashboard to the system service dashboard.
  B. Export the chart. Import the chart into Charts under the case entity. Go to the dashboard entity, and add the chart to the dashboard.

• Question 48:

  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 service representative's My Active Cases system view.

  You need to ensure that the service representative sees the new case in this view.

  Which action should you perform on the case?

  A. Switch process
  B. Share OC
  C. Fellow
  D. Assign
  D. Assign

• Question 49:

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

  A. Activity
  B. Account
  C. Contact
  D. Lead
  B. Account

• Question 50:

  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 set up a queue for these types of requests.

  Which two actions should you perform? Each correct answer presents part of the solution. Choose two.

  A. Assign a security role to the queue.
  B. Choose public as the type.
  C. Assign members to the queue.
  D. Choose private as the type.
  C. Assign members to the queue.
  D. Choose private as the type.