Microsoft MB2-718 Online Practice Questions and Exam Preparation

Microsoft MB2-718 Online Questions & Answers

• Question 1:

  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 different customers at the same time. What should you do?

  A. Create one session for each customer.
  B. Create two sessions and use connections to create a relationship between them.
  C. Create one session and add each customer to a separate section on the form.
  D. Create one session and add each customer to the related customer sub grid.
  D. Create one session and add each customer to the related customer sub grid.

• Question 2:

  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?

  A. Enable for knowledge management
  B. Enable for mobile
  C. Enable for interactive experience
  D. Enable for SLA
  D. Enable for SLA

• Question 3:

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

  A. a case is created as the result of a record creation rule
  B. a case was created before the routing rule was activated
  C. a case is created by using a convert to case action
  D. a case is created manually
  A. a case is created as the result of a record creation rule
  D. a case is created manually

• Question 4:

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

  A. pause an SLA
  B. use security roles to control SLA creation
  C. track Key Performance Indicators (KPIs)
  D. define failure actions
  A. pause an SLA

• Question 5:

  Which three of the following are valid survey response actions?

  A. Restart Survey
  B. Toggle Visibility
  C. Auto-Populate
  D. End Survey E. Chain Survey
  A. Restart Survey
  D. End Survey E. Chain Survey

• Question 6:

  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.

  A. the user who owns the case
  B. the time spent working on the case
  C. the queue the case is related to
  D. the user working on the case
  B. the time spent working on the case
  D. the user working on the case

• Question 7:

  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 need to ensure that search returns relevant results.

  What are two possible ways to achieve the goal? Each correct answer presents a complete solution.

  A. Relate the article to one or more categories.
  B. Relate the article to a more relevant subject.
  C. Update the article description.
  D. Add additional keywords.
  A. Relate the article to one or more categories.
  C. Update the article description.

• Question 8:

  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 presents part of the solutioi

  A. Deploy USD packages to the Microsoft Dynamics 365 instance.
  B. Install the USD client on a development computer.
  C. Run the USD client and connect to the Microsoft Dynamics 365.
  D. In the USD application, configure client diagnostic logging.
  E. Install computer telephony integration (CTI) adapters.
  A. Deploy USD packages to the Microsoft Dynamics 365 instance.
  B. Install the USD client on a development computer.
  C. Run the USD client and connect to the Microsoft Dynamics 365.

• Question 9:

  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 customer. What should you do?

  A. Create a new email record and set the regarding object to the knowledge base article.
  B. Use Microsoft Skype for Business to send a link to the customer.
  C. Send a link to the customer by using Email a link.
  D. Search the knowledge base from within the case, and use the Link Article and Email Content option.
  C. Send a link to the customer by using Email a link.

• Question 10:

  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 complete solution.

  A. a tile that shows the count of open activities
  B. a stream that contains a public queue of cases
  C. a chart based on open activities
  D. a stream that shows a view of open activities
  A. a tile that shows the count of open activities
  C. a chart based on open activities