Microsoft MB2-718 Free Practice Questions

NEW QUESTION 1
What are two examples of entitlement allotment options? Each correct answer presents a complete solution.

• A. Number of Channels
• B. Number of Products
• C. Number of Cases
• D. Number of Hours

Answer: CD

NEW QUESTION 2
You configure an organization to use entitlements. No customization has been applied. You need to associate an entitlement with a case record.
Which option is displayed in the entitlement lookup field on the case record?

• A. only active entitlements associated with the case customer
• B. all active entitlements associated with the customer and contact
• C. only active entitlements associated with the case contact
• D. all entitlements associated with the customer and contact

Answer: B

NEW QUESTION 3
Which two statements regarding case routing are true? Each correct answer presents a complete solution.

• A. You can add a maximum of five routing rule items to a routing rule set
• B. A workflow is automatically created for each routing rule.
• C. A maximum of three routing rule sets can be active at the same time.
• D. You can route or assign a case to a user, queue, or team.

Answer: BD

NEW QUESTION 4
The time period for a goal was not set correctly. You need to ensure that a user can correct the goal. What should you do?

• A. Change the manager for the goal.
• B. Add a new goal metric.
• C. Add a child goal with the correct time period that is owned by the user.
• D. Add a parent goal with the correct time period that is owned by the user.

Answer: A

NEW QUESTION 5
You ship a replacement part to a customer.
The customer reports that they receive the incorrect part.
You need to initiate a process to return the product to the warehouse. What should you do?

• A. Create a new return merchandise authorization (RMA) record.
• B. Create a new return to vendor (RTV) record.
• C. Create a new Agreement record.
• D. Create a new Inventory Adjustment record.

Answer: A

NEW QUESTION 6
You have a Microsoft Dynamics 365 environment You implement Field Service.
A user named User1 is creating an agreement User1 attempts to set the agreement
booking dates and agreement invoice dates but reports that the options are disabled. You need to resolve the issue.
What should you do?

• A. In System Settings, set the Fiscal Year End.
• B. Set the work order duration.
• C. Add the Customer Service Representative role to User1.
• D. Set the agreement status to Active.

Answer: D

NEW QUESTION 7
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

Answer: A

NEW QUESTION 8
You are deploying a Unified Service Desk (USD) application.
For which three scenarios can you attach an action call? Each correct answer presents a complete solution.

• A. A window navigation rule is processed.
• B. Client diagnostic logging is turned on.
• C. A threshold is reached in a Microsoft Power BI report.
• D. An agent script is run or an answer is clicked.
• E. A toolbar button is clicked.

Answer: ADE

NEW QUESTION 9
You need to change the warehouse location for product inventory. What should you do?

• A. Create a new Product Relationship record.
• B. Create a new Warehouse record.
• C. Create a new Inventory Transfer record.
• D. Create a new Inventory Adjustment record.

Answer: C

NEW QUESTION 10
Which two actions can you perform by using entitlement channels? Each correct answer presents a complete solution.

• A. Specify the number of customers allowed to use each channel
• B. Restrict users from creating cases by using specified channels.
• C. Restrict the number of child cases allowed for each parent case with a specified channel.
• D. Specify the number of cases allowed for each channel.

Answer: BD

NEW QUESTION 11
What is a limitation of the Field Service mobile app?

• A. Windows 10 phones do not support the app.
• B. You cannot work offline.
• C. GPS locations are not available.
• D. You cannot create follow-ups.

Answer: C

NEW QUESTION 12
You have a Microsoft Dynamics 365 environment. You implement Field Service. You need to update a work order to indicate that you are traveling to the client Which field in the Field Service mobile app should you update?

• A. Booking Status
• B. Start Time
• C. Actual Arrival Time
• D. System Status

Answer: A

NEW QUESTION 13
You implement the Unified Service Desk (USD). Which three of the following objects are events? Each correct answer presents a complete solution.

• A. Realignwindow
• B. BrowserDocumentComplete
• C. DesktopReady
• D. SessionClosing
• E. FireEvent

Answer: BCD

NEW QUESTION 14
Your organization uses the interactive service hub to manage cases. You need to interact with records in a stream that displays active cases.
Which two actions can you perform? Each correct answer presents a complete solution.

• A. Add to Queue
• B. Email a Link
• C. Send Direct Email
• D. Do Not Decrement Entitlement Terms

Answer: AD

NEW QUESTION 15
A customer returns a defective product You plan to ship the product back to the vendor for credit You need to initiate the return process to the vendor. Which type of record should you create?

• A. return to vendor (RTV)
• B. return merchandise authorization (RMA)
• C. Inventory Adjustment
• D. return merchandise authorization (RMA) receipt

Answer: C

NEW QUESTION 16
You manage a Microsoft Dynamics 365 deployment You need to enable editable grids for an entity. What should you do?

• A. Customize the entity.
• B. Use the System Customizer tool.
• C. Configure the Microsoft Dynamics CRM for Outlook add-in.
• D. Modify the system settings.

Answer: B

NEW QUESTION 17
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

Answer: BDE