Dumps4cert 2018 Mar Microsoft Official New Released MB2-718
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Microsoft Dynamics 365 for Customer Service
Question No: 41 – (Topic 1)
You are attempting to resolve a case.
For which situation will the system display a prompt before reaching the Case Resolution window?
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The case has a service-level agreement (SLA) that was not met.
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The case has an open activity.
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The customer will exceed their entitlement allotment
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The case has an open parent case.
Answer: B
Question No: 42 – (Topic 1)
Which of the following records can you convert into a case?
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task
-
queue
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lead
-
opportunity
Answer: A
Question No: 43 – (Topic 1)
You have a Microsoft Dynamics 365 environment You implement Field Service. You need to set up a service task type.
Which three fields, components, or relationships are available when you create a new service task type? Each correct answer presents a complete solution.
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Description
-
Notes
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Field Agent
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Estimated Duration
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Work Order Duration
Answer: A,B,C
Question No: 44 – (Topic 1)
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?
-
Create a new return merchandise authorization (RMA) record.
-
Create a new return to vendor (RTV) record.
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Create a new Agreement record.
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Create a new Inventory Adjustment record.
Answer: A
Question No: 45 – (Topic 1)
You are creating a new knowledge base article about a known product defect After publishing the article, you discover an inaccuracy.
You need to correct the issue while maintaining a traceable history of what was published. What should you do?
-
Use the update article option.
B . Revert the article to draft status, fix the error, and then republish the article.
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Delete and recreate the article.
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Publish a minor revision to the article.
Answer: A
Question No: 46 – (Topic 1)
You need to provide quick ad-hoc analysis of data from within the Microsoft Dynamics 365 environment Which Export to Excel option should you use?
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Excel Online
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static worksheet
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dynamic worksheet
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dynamic pivot table
Answer: A
Question No: 47 – (Topic 1)
Which of the following capabilities is only available when using enhanced SLAs?
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pause an SLA
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use security roles to control SLA creation
-
track Key Performance Indicators (KPIs)
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define failure actions
Answer: A
Question No: 48 – (Topic 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?
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Business process stage
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T.tle
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Product
-
Category
Answer: C
Topic 2, Exam Pool 2
Question No: 49 – (Topic 2)
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.
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Add to Queue
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Email a Link
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Send Direct Email
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Do Not Decrement Entitlement Terms
Answer: A,D
Question No: 50 – (Topic 2)
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?
-
rule
-
piped data
-
linked question
-
Microsoft Azure Content Delivery Network (CDN)
Answer: A
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