Microsoft MB2-718 Free Practice Questions

NEW QUESTION 1
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 you use to filter cases?

• A. Business process stage
• B. T.tle
• C. Product
• D. Category

Answer: C

NEW QUESTION 2
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.
How many sessions are created?

• A. 1
• B. 2
• C. 3

Answer: C

NEW QUESTION 3
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 do?

• A. Modify Voice of the Customer survey themes.
• B. Configure system settings.
• C. Modify Microsoft Dynamics 365 themes.
• D. Update Voice of the Customer piped data.

Answer: A

NEW QUESTION 4
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 entity should you use to select the fields?

• A. SLA
• B. enhanced SLA C
• C. SLA KPI Instance
• D. SLA Item

Answer: D

NEW QUESTION 5
Your organization's Microsoft Dynamics 365 application is configured with the default setting for parent and child case You need to resolve a parent case.
Which statement is true?

• A. All child cases are automatically resolved when you resolve a parent case.
• B. You must resolve each child case before you can resolve the parent case.
• C. You must merge the parent and child cases before resolving the case.
• D. You can resolve the parent and child cases independently of each other.

Answer: D

NEW QUESTION 6
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.

• A. Use iframes to display content
• B. Implement custom visualizations.
• C. Use a file that is stored in Microsoft OneDrive as a data source.
• D. Display the most recent version of the data always.

Answer: AB

NEW QUESTION 7
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 correct answer presents a complete solution.

• A. social activity
• B. mailbox alert
• C. survey activity
• D. auto post
• E. booking alert

Answer: ACE

NEW QUESTION 8
You need to create a goal record.
For which three fields must you enter data? Each correct answer presents a complete solution.

• A. Time Period
• B. Actual Value
• C. Owner
• D. Metric Type
• E. Goal Metric

Answer: ACE

NEW QUESTION 9
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 on record ownership?

• A. Ownership remains unchanged.
• B. Ownership is assigned based on the current routing rule.
• C. Ownership is reverted to the previous owner.
• D. Ownership of the record is assigned to the queue owner.

Answer: A

NEW QUESTION 10
You use the Field Service application.
You need to track users and equipment that are available for scheduling. Which resource type should you use?

• A. Bookable Resource
• B. Warehouse Resource
• C. Resource Group
• D. Web Resource

Answer: A

NEW QUESTION 11
Which statement defines a User Interface Integration (UH) action?

• A. the data sent to the action
• B. the signature of the action to be performed
• C. the action to be performed
• D. the trigger for an action

Answer: D

NEW QUESTION 12
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 solution.

• A. Escalate By
• B. Resolve By
• C. First Response By
• D. Close By

Answer: BC

NEW QUESTION 13
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 format for the Microsoft Dynamics 365 Online interactive service hub?

• A. hnps://www.microsoht.com/en-US/crynamics/crm-custo-customer-center/interactive- service-hub-user-s-guide.aspx#bkmk_Access
• B. https://contoso.crm.dynamics.com/XRMServices/2011/Discovery.svc
• C. https://contoso.crm.dynamics,com/engagementhub.aspx
• D. https://contoso.crm.dynamics.com/main.aspx

Answer: C

NEW QUESTION 14
You are using the knowledge base article search from the service area.
Which two search options are available? Each correct answer presents a complete solution.

• A. Language
• B. Title
• C. Date Created
• D. Subject

Answer: BD

NEW QUESTION 15
You create a Voice of the Customer survey.
You need to configure an automatic response each time a customer completes the survey. Which feature or component should you use?

• A. rule
• B. piped data
• C. linked question
• D. Microsoft Azure Content Delivery Network (CDN)

Answer: A

NEW QUESTION 16
You are working with the Field Service mobile app in online mode.
Which two statements regarding data synchronization are true? Each correct

• A. The user can choose when data synchronization occurs.
• B. Data continuously synchronizes with the server.
• C. You do not need to manually synchronize your device.
• D. Information is downloaded to your device.

Answer: AD

NEW QUESTION 17
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.

Answer: D