Microsoft MB2-718 Free Practice Questions

NEW QUESTION 1
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 caused by a bug on the software.
You need to ensure the customer allotment is not affected by this case. What should you do?

• A. Delete the case.
• B. Cancel the case.
• C. Use the Do Not Decrement Entitlement Terms action.
• D. Use the Apply Routing Rule action.

Answer: B

NEW QUESTION 2
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?

• A. Create a personal view.
• B. Save the filtered view.
• C. Pin the view.
• D. Use Save As and give the view a new name.

Answer: D

NEW QUESTION 3
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 normal priority case at 16:00. You change the priority to critical at 16:15. If no action is taken, how many minutes will elapse before the SLA fails?

• A. 15 minutes
• B. 30 minutes
• C. 45 minutes
• D. 60 minutes

Answer: C

NEW QUESTION 4
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.

Answer: ABC

NEW QUESTION 5
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.

• A. Service Area
• B. Relevance Search
• C. Categorized Search
• D. Article Template Quick Find

Answer: AC

NEW QUESTION 6
You need to enable the Map view for the schedule board. What should you do first?

• A. Enable service territories.
• B. Enable the connection to Bing Maps.
• C. Enable Custom Geolocation.
• D. Select a resource details view.

Answer: B

NEW 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.

Answer: AC

NEW QUESTION 8
Which two security roles are created when you install the Field Service application? Each correct answer presents a complete solution.

• A. Field Service Administrator
• B. Field Service Dispatcher
• C. Field Service Representative
• D. Field Service Read Only

Answer: AB

NEW QUESTION 9
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 the merge process?

• A. Case1 is merged into Case2 Activities and notes are combined under Case2.
• B. The cases will not merg
• C. Both cases will become child cases of the parent for Case2
• D. The cases will not merg
• E. Each case will remain parented to their original records.
• F. Case1 is merged into Case2 Activities and notes are combined under Case1.

Answer: C

NEW QUESTION 10
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 presents a complete solution.

• A. The Complete page must always display last.
• B. The Welcome page must always display first.
• C. Surveys can have up to three pages.
• D. Surveys can contain unlimited questions.

Answer: AB

NEW QUESTION 11
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

Answer: AC

NEW QUESTION 12
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 resource?

• A. Schedule Board Setting
• B. Booking Setup
• C. Field Service Settings
• D. Scheduler Field Service slot text template

Answer: B

NEW QUESTION 13
You need to merge eight similar cases. Which of the following statements is true?

• A. You can merge all eight cases at the same time.
• B. You can only merge the cases if a parent/child relationship exists between the cases.
• C. You can only merge two cases at a time.
• D. You can only merge the cases if all related activities are closed.

Answer: A

Explanation: From the 81057AE_DYN365_AE_ENUS_01_CompanionGuide: “In addition, it's important to know that by default you can merge up to 10 cases at a time.”

NEW QUESTION 14
You implement the Unified Service Desk (USD). Which two statements are true when creating a hosted control?

• A. Fields that display on a form vary depending on the hosted control type.
• B. You can set a default action for the control.
• C. There are five total hosted control types available.
• D. The owner for the hosted control cannot be changed.

Answer: AB

NEW QUESTION 15
You create an entitlement for a customer. In the channels section of the entitlements page, you add email and assign 75 percent of the allocation to email.
Which of the following statements is true?

• A. 75 percent of cases created by the customer must be created by using emai
• B. Remaining cases cannot be created until another channel is added to the entitlement
• C. 25 percent of cases created by the customer must be created by using emai
• D. The remaining cases may be created with any other channel.
• E. All cases created by the customer must be created by using email.
• F. 75 percent of cases created by the customer must be created by using emai
• G. The remaining cases may be created with any other channel.

Answer: B

NEW QUESTION 16
You create a queue and assign it to a team. Which type of queue is created?

• A. Personal
• B. System
• C. Escalation
• D. Shared

Answer: D

NEW QUESTION 17
Which two statements regarding standard service-level agreements (SLAs) are true? Each correct answer presents a complete solution.

• A. Standard SLAs record failure time on the entity record itself.
• B. You can create SLAs for entities other than the Case entity.
• C. You can only pause enhanced SLAs.
• D. You must use an enhanced SLA to define multiple success criteria.

Answer: BC