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Microsoft Dynamics CRM Application

Question No: 11

You create a case for a customer who requests assistance.

You need to find a Frequently Asked Questions document in Microsoft Dynamics CRM and email it to the customer.

In which location should you look for the document?

  1. Knowledge Base

  2. Microsoft SharePoint

  3. Sales literature

  4. Marketing list

Answer: A Explanation:

Ref: http://www.microsoft.com/en-us/dynamics/crm-customer-center/use-articles-in- knowledge-base.aspx

Question No: 12

A customer calls to request a quote for a product.

You need to log the call and create an opportunity for the potential sale. What should you do?

  1. Create a lead, and qualify it to create an opportunity.

  2. Create an account and an opportunity.

  3. Create a phone call, and convert it to an opportunity.

  4. Create a connection, and convert it to an opportunity.

Answer: C Explanation:

Ref: Ref: http://crmbook.powerobjects.com/basics/activities/converting-activities/

Question No: 13

You implement Microsoft Social Listening and connect it to your Microsoft Dynamics CRM organization.

In which two locations within Dynamics CRM can you access social insights information? Each correct answer presents a complete solution. Choose two.

  1. Dashboards

  2. Advanced find

  3. Reports

  4. Entity forms

Answer: A,D Explanation:

Ref: http://technet.microsoft.com/en-us/library/dn659847(v=crm.6).aspx

Question No: 14

You create a case and link it to a standard service level agreement (SLA) with the timer configured on the case form.

You need to review the case status and report the information to your manager. Which piece of information about the time of the case is available?

  1. Total time the case is on hold

  2. Failure time

  3. Warning time

  4. Total time the case is in processing

Answer: B Explanation:

Ref: http://www.microsoft.com/en-us/dynamics/crm-customer-center/define-service-level- agreements-slas.aspx#bkmk_StdVsEnhancedSla

Question No: 15

You are the manager for all Microsoft Dynamics CRM Knowledge Base articles that the service management team submits.

A team member submits an article to Knowledge Base.

What should you do to make the article available to the entire organization?

  1. Submit it

  2. Publish it.

  3. Approve it.

  4. Draft it.

Answer: B Explanation:

Ref: http://msdn.microsoft.com/en-gb/library/gg309345.aspx

Question No: 16

You need to configure Microsoft Dynamics CRM so that only the authorized contacts associated with an account can call and use the entitlement.

What should you do?

  1. Add each contact to the case associated to the entitlement.

  2. Configure a contact method on each contact.

  3. Add each contact to the entitlement.

  4. Mark each contact as Primary.

Answer: C

Explanation:

Ref: http://www.neudesic.com/blog/crm-entitlements/

Question No: 17

You are the office manager for a plumbing company. According to customer feedback, technicians are showing up late and are taking a very long time on service calls. You want to research the matter further.

You need a report that displays the number of service activities by owner. Which report should you use?

  1. Progress Against Goals report

  2. Service Activity Volume report

  3. Account Service Overview report

  4. Case Summary Table report

Answer: B Explanation:

Ref: http://www.powerobjects.com/blog/2010/10/12/service-scheduling-part-3-of-3-for- microsoft-dynamics-crm/

Question No: 18

You create an opportunity view and want to export the fields in the view for further analysis.

You need to ensure the data can be refreshed automatically without requiring the data to be re-exported.

What should you do?

  1. Open a view of the records, and export it to a dynamic worksheet.

  2. Run a report on the view, select the option to include all applicable records, and then export the results to Microsoft Excel.

  3. Run a report on the view, select the option to include all records on all pages, and export the results to Microsoft Excel.

  4. Open a view of the records, and export it to a dynamic pivot table.

Answer: A Explanation:

Ref: http://www.microsoft.com/en-us/dynamics/crm-customer-center/export-to-an-excel- dynamic-worksheet.aspx

Question No: 19

You complete your work on a queue item and want to allow others to work on it. What should you do?

  1. Save your changes to the queue item.

  2. Release the queue item.

  3. Route the queue item.

  4. Change the action to Work On.

Answer: B Explanation:

Ref: http://blogs.msdn.com/b/crm/archive/2010/12/20/introduction-to-queues-in-microsoft- dynamics-crm-2011.aspx

Question No: 20

You use the service scheduling feature of Microsoft Dynamics CRM to manage inspection services.

You need to configure Microsoft Dynamics CRM with the following information:

->A junior inspector can supervise one inspection at a time.

->A senior inspector can supervise two inspections at a time.

Which two actions should you perform? Each correct answer presents part of the solution. Choose two.

  1. Create a connection on the resources for the inspectors.

  2. Add a selection rule to the inspection service.

  3. Configure the capacity on the resources for the inspectors.

  4. Create a connection on the resource group that includes the inspectors.

Answer: B,C Explanation:

Ref: http://www.powerobjects.com/blog/2010/07/30/service-scheduling-in-dynamics-crm- part-1/

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