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MB2-718 - Microsoft Dynamics 365 for Customer Service - Dump Information

Vendor	:	Microsoft
Exam Code	:	MB2-718
Exam Name	:	Microsoft Dynamics 365 for Customer Service
Questions and Answers	:	150 Q & A
Updated On	:	October 16, 2017
PDF Download Mirror	:	MB2-718 Brain Dump
Get Full Version	:	Pass4sure MB2-718 Full Version

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MB2-718 Questions and Answers

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

Answer: A, B

QUESTION: 40

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

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

Answer: B, C

QUESTION: 41

You assign a case to a user named User A User A is not available to work on the case. The customer service manager moves the case to the queue for User B Which of the following statements is true?

User A still owns the case, but the case is located in the queue for UserB.
The customer service manager now owns the case.
User B now owns the case.
The case is not moved to the queue for User B until User A approves the move.

Answer: D

QUESTION: 42

Which of the following capabilities is only available when using enhanced SLAs?

pause an SLA
use security roles to control SLA creation
track Key Performance Indicators (KPls)

Answer: C

QUESTION: 43

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?

only active entitlements associated with the case customer
all active entitlements associated with the customer and contact
only active entitlements associated with the case contact
all entitlements associated with the customer and contact

Answer: D

QUESTION: 44

You create a service level agreement {SLA) that wilt fail after seven days. You select a service calendar that uses 24-hour work days and no holidays. Saturday and Sunday are configured to be non-working days. If no action is taken, how many calendar days can pass before the SLA fails?

5 days
7 days
9 days
11 days

Answer: A

QUESTION: 45

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?

Delete the case.
Cancel the case.
Use the Do Not Decrement Entitlement Terms action.
Use the Apply Routing Rule action.

Answer: B

QUESTION: 46

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

Personal
System
Escalation
Shared

Answer: D

QUESTION: 47

You create a service-level agreement (SLA). For which two of the following key performance indicators (KPls) can you create actions? Each correct answer presents a complete solution.

Escalate By
Resolve By
First Response By
Close By

Answer: A

QUESTION: 48

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?

Ownership remains unchanged.
Ownership is assigned based on the current routing rule.
Ownership is reverted to the previous owner.
Ownership of the record is assigned to the queue owner.

Answer: B

Microsoft MB2-718 Exam (Microsoft Dynamics 365 for Customer Service) Detailed Information

MB2-718 - Microsoft Dynamics 365 for Customer Service

MB2-718 Test Objectives

Manage Cases, the Knowledge Base, and the Interactive Service Hub (25% - 30%)

Create and manage cases
- Manage case lists and views, search for case records, create a new case record, convert activities to cases, perform case resolution processes, implement case routing rules; set up and configure case creation and update rules, implement parent/child cases, merge cases
Create and manage the knowledge base
- Search for articles; associate an article with a case; use knowledge base articles to help resolve cases; create, manage, and maintain knowledge base article templates; create, modify, and publish knowledge base articles; format articles; attach knowledge base articles to email messages
Install and configure Microsoft Dynamics CRM Server
- Install sample data; install and configure language packs, install the email router, configure server synchronization, configure SharePoint integration, install the SSRS data connector
Manage the Interactive Service Hub
- Implement single-stream and multi-stream dashboards, manage queues and cases from streams

Manage Queues, Entitlements, and Service Level Agreements (SLAs) (20% - 25%)

Create and manage queues
- Differentiate between queue types, create and maintain queues, add cases and activities to queues, reconfigure queue items, implement case routing
Create and manage entitlements
- Define entitlements, create and maintain entitlement templates, create and configure a new entitlement, create entitlements and add entitlement lines, apply entitlements to cases, associate products, associate entitlement channels, associate an SLA, activate and deactivate entitlements, renew an entitlement
Create and manage SLAs
- Define standard and enhanced SLAs, implement SLA actions and details, use SLAs on-demand, manage cases with standard and enhanced SLAs

Implement Service Management Analysis and Voice of the Customer Surveys (15% - 20%)

Perform service management analysis
- Create Microsoft Power BI dashboards, create service dashboards, design and create system charts, identify goal management components, define goals, implement and configure Advanced Find, create editable grids, identify service report types, design reports, export content to Microsoft Excel
Upgrade Microsoft Dynamics CRM and other components
- Identify VOC features and components, install and configure VOC, create survey forms, create surveys by using the survey designer, create and configure surveys, link survey questions, pipe data into surveys, route responses, configure survey distribution options, identify and configure survey result options

Manage the Unified Service Desk (USD) (15% - 20%)

Install and configure the USD application
- This topic may include: Install and configure the USD application; define User Interface Integration (UII) actions and calls; create an action call; manage connections by using Connection Manager, Global Manager, and debugger
Implement hosted controls
- Create hosted controls, implement toolbars, identify and declare common events, implement window navigation rules, create and configure default and specific rules, implement data and replacement parameters
Configure server-side synchronization
- Manage USD sessions, configure user settings and options, create agent scripts, identify debugger capabilities and components, view page data and parameters in the debugger

Manage Dynamics Field Service and the Interacitve Services Hub (15% - 20%)

Install and configure Dynamics 365 Field Service
- Plan a Field Service implementation; identify Field Service security roles and administration tasks; view and configure the schedule board; implement the schedule assistant; identify work order relationships; identify accounts, incident types, and service task types; identify agreement options; configure agreement bookings and invoices
Manage the Field Service mobile app and other Field Service features
- Identify features and limitations of the mobile app, configure the Field Service mobile app, review customer assets, manage the purchase order process, manage inventory, process returns

References:

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MB2-718 - Microsoft Dynamics 365 for Customer Service - Dump Information

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MB2-718 Questions and Answers

Answer: A, B

QUESTION: 40

Answer: B, C

QUESTION: 41

Answer: D

QUESTION: 42

Answer: C

QUESTION: 43

Answer: D

QUESTION: 44

Answer: A

QUESTION: 45

Answer: B

QUESTION: 46

Answer: D

QUESTION: 47

Answer: A

QUESTION: 48

Answer: B

Microsoft MB2-718 Exam (Microsoft Dynamics 365 for Customer Service) Detailed Information

MB2-718 - Microsoft Dynamics 365 for Customer Service

MB2-718 Test Objectives

References:

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