Category: MB2-718 PDF

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QUESTION 73
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

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QUESTION 65
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? (Choose THREE.)

A.    social activity
B.    mailbox alert
C.    survey activity
D.    auto post
E.    booking alert

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QUESTION 57
You are a customer service agent in a call center. AH customer service agents use Unified Service Desk (USD) to respond to calls. You need to respond to two calls from two different customers at the same time. What should you do?

A.    Create one session for each customer.
B.    Create two sessions and use connections to create a relationship between them.
C.    Create one session and add each customer to a separate section on the form.
D.    Create one session and add each customer to the related customer sub grid.

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QUESTION 49
You plan to create a service activity. You need to identify which types of participant can have defined work hours. Which two participant types should you identify? (Choose TWO.)

A.    resource group
B.    site
C.    user
D.    equipment

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QUESTION 41
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.

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QUESTION 33
Which two statements regarding the Unified Service Desk (USD) debugger are true? (Choose TWO.)

A.    Yellow highlights are used to indicate a warning regarding an action call.
B.    Red highlights are used to indicate the failure of an event.
C.    You can view a replacement parameter list.
D.    You can run an action call on demand.

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QUESTION 25
You have a Microsoft Dynamics 365 environment. You implement Field Service. You need to ensure that users can interact with Field Service on a mobile device. What should you do?

A.    Implement the Resco Mobile CRM Woodford app.
B.    Import the Field Service solution.
C.    Download the Windows Mobile Software Development Kit (SDK).
D.    Configure the Microsoft Dynamics 365 mobile app.

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QUESTION 17
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? (Choose TWO.)

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

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QUESTION 9
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.