MB2-718 (ITExams) Flashcards
1
Q
- 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.
A
A,D,E
2
Q
- Which three actions can you perform by using editable grids? Each correct answer
presents a complete solution.
A. Update a lookup fied to a custom entity.
B. Edit records by using mobile clients.
C. Group records by a specific column.
D. Update a Customer Type lookup field.
E. Update the value of an Owner lookup field.
A
A,B,C
3
Q
- What are the states a knowledge base article can be in?
A. Active. Approved, Draft, Inactive, or Scheduled
B. Active or Inactive
C. Approved, Archived, Discarded, Draft. Expired, or Scheduled
D. Approved, Cancelled. Draft Expired. On Hold, or Scheduled
A
C
deaads daades Draft Active Archived Discarded Expired Scheduled
4
Q
- You plan to deploy Unified Service Desk (USD).
You need to install all USD components and verify the installation.
Which three actions should you perform? Each correct answer presents part of the solutioi
A. Deploy USD packages to the Microsoft Dynamics 365 instance.
B. Install the USD client on a development computer.
C. Run the USD client and connect to the Microsoft Dynamics 365.
D. In the USD application, configure client diagnostic logging.
E. Install computer telephony integration (CTI) adapters.
A
A,B,C
5
Q
- 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
A
A, B, E
6
Q
- You have a Microsoft Dynamics 365 environment You implement Field Service. You need
to check the work order instructions in the Field Service mobile app. Which tab on the work
order contains instructions?
A. Incidents
B. Other
C. Info
D. Booking
A
C
7
Q
- 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.
A
B,D
8
Q
* You enable feedback for a Voice of the Customer survey. What is the total number of questions allowed for the survey? A. 30 B. 40 C. 100 D. 250
A
D
9
Q
- 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.
A
A
10
Q
- Which two statements regarding standard service-level agreements (SLAs) are true? Each
correct answer presents a complete solution.
A. Standard SLAs record failure time on the entity record itself.
B. You can create SLAs for entities other than the Case entity.
C. You can only pause enhanced SLAs.
D. You must use an enhanced SLA to define multiple success criteria.
A
B,C
11
Q
- 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.
A
C
12
Q
- You implement the Unified Service Desk (USD). Which three statements regarding the
debugger are true? Each correct answer presents a complete solution.
A. The debugger allows you to review data parameters from static log files.
B. The debugger allows you to review real-time data parameters.
C. The debugger allows you to review action calls from static log files.
D. The debugger is a USD hosted control.
E. The debugger allows you to review real-time action calls.
F. The debugger is a standalone tool.
A
A,C,E
13
Q
- You are creating an interactive service hub dashboard.
You need to control the display color for data embedded in the chart
Which two field types should you configure? Each correct answer presents a complete
solution.
A. Floating Point Number
B. Two Options
C. Decimal
D. Currency
E. Option Set
A
B,E
14
Q
- Which two security roles are created when you install the Field Service application? Each
correct answer presents a complete solution.
A. Field Service Administrator
B. Field Service Dispatcher
C. Field Service Representative
D. Field Service Read Only
A
A,B
15
Q
- 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?
A. User A still owns the case, but the case is located in the queue for UserB .
B. The customer service manager now owns the case.
C. User B now owns the case.
D. The case is not moved to the queue for User B until User A approves the move.
A
A
16
Q
- You have access to the desktop version of Microsoft Excel and Excel Online.
You need to perform a bulk update of data for 225 contacts.
What are two ways to achieve the goal? Each correct answer presents a complete solution.
A. Open the data in Excel Online, make updates, and then save changes to Microsoft Dynamics 365.
B. Export data as a dynamic pivot table, make updates, and then save changes to Microsoft Dynamics 365.
C. Export the data as a static worksheet make updates, and then save changes to Microsoft Dynamics 365.
D. Export the data as a static worksheet, make updates, and then import the data back into Microsoft Dynamics 365.
A
A,D
17
Q
* You create a queue and assign it to a team. Which type of queue is created? A. Personal B. System C. Escalation D. Shared
A
D
18
Q
- You use the interactive service hub to manage cases.
Users report that they have difficulty finding a specific knowledge base article when they
initiate a search from within a case.
You need to ensure that search returns relevant results.
What are two possible ways to achieve the goal? Each correct answer presents a complete
solution.
A. Relate the article to one or more categories.
B. Relate the article to a more relevant subject.
C. Update the article description.
D. Add additional keywords.
A
A,C
19
Q
- You have a Microsoft Dynamics 365 environment and you are using Unified Service Desk
(USD) in a call center scenario. Users must be able to ask their customers questions that
will trigger defined follow on actions. You need to provide users with guidance for their
customer interactions. What should you use?
A. agent scripts
B. knowledge management
C. CRM dialogs
D. CRM workflows
A
A
20
Q
- You need to install and configure the Unified Service Desk (USD) client What should you
do?
A. Import the USD client as a solution.
B. You must manually install the client.
C. Deploy the USD client from the Microsoft Dynamics 365 server.
D. Enable the USD client from System Settings.
A
B
21
Q
- 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?
A. Delete the case.
B. Cancel the case.
C. Use the Do Not Decrement Entitlement Terms action.
D. Use the Apply Routing Rule action.
A
C
22
Q
* A user named User1 creates a knowledge base article. No other action has been taken. User1 must modify the article. You need to direct User1 to the view where the article is displayed. To which view should you direct User1? A. Scheduled Articles B. Unapproved Articles C. Draft Articles D. Inactive Articles
A
C
23
Q
* You implement the Unified Service Desk (USD). You plan to implement actions and replacement parameters. Which three symbols are valid replacement keys? Each correct answer presents a complete solution. A. ^ B. - C. + D. $ E. ~
A
A,C,D
24
Q
- 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
A
B
25
Q
- 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. 0
B. 1
C. 2
D. 3
A
C
26
Q
* You install Microsoft Dynamics 365. Which three knowledge base article templates are available? Each correct answer presents a complete solution. A. Solution to a Problem B. Standard KB Article C. Case Escalation D. Coverage Dates E. Procedure
A
A,B,E
27
Q
- You plan to create surveys for a multinational company that manages hotels. You must
create a unique survey for each hotel location. Which statement is true?
A. You can capture up to 10,000 survey responses per day.
B. You can store unlimited survey responses over time.
C. You can publish a maximum of 200 surveys.
D. All surveys must use the same theme.
A
C
28
Q
* Which two of the following are valid routing rule actions? Each correct answer presents part of the solution. A. Cancel Case B. Send Email C. Assign to User/Team D. Route to Queue
A
C,D
29
Q
- 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.
A
C
30
Q
*Under which two circumstances will a routing rule be applied to a case without user
intervention? Each correct answer presents a complete solution.
A. a case is created as the result of a record creation rule
B. a case was created before the routing rule was activated
C. a case is created by using a convert to case action
D. a case is created manually
A
A,C
31
Q
- You create an entitlement for a customer. In the channels section of the entitlements page,
you add email and assign 75 percent of the allocation to email.
Which of the following statements is true?
A. 75 percent of cases created by the customer must be created by using email. Remaining cases cannot be created until another channel is added to the entitlement
B. 25 percent of cases created by the customer must be created by using email. The remaining cases may be created with any other channel.
C. All cases created by the customer must be created by using email.
D. 75 percent of cases created by the customer must be created by using email. The remaining cases may be created with any other channel.
A
D
32
Q
- 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?
A. 5 days
B. 7 days
C. 9 days
D. 11 days
A
C
33
Q
- 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.
A
D
34
Q
* You need to enable the Map view for the schedule board. What should you do first? A. Enable service territories. B. Enable the connection to Bing Maps. C. Enable Custom Geolocation. D. Select a resource details view.
A
B
35
Q
- 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.
A
C
Still not 100% on this answer, but I know it is not A, B and pretty sure it’s not D. I actually think this is no longer a valid question because all are possible now.
36
Q
- You implement the Unified Service Desk (USD). You plan to implement a window
navigation rule. Which two statements are true? Each answer represents a complete
solution.
A. You must populate the form and entity or URL fields for specific rules.
B. Rules are evaluated based on the order number,
C. You must use the display name to reference the entity in the rule.
D. You must configure default rules so that they are evaluated first
A
B,D
