MB2-718
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.
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Question
Which of the following records can you convert into a case?
A. task
B. queue
C. lead
D. opportunity
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Question
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?
A. Use the update article option.
B. Revert the article to draft status, fix the error, and then republish the article.
C. Delete and recreate the article.
D. Publish a minor revision to the article.
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Question
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
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Question
You are a customer service agent that uses Unified Service Desk (USO). 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
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You need to install and configure the Unified Service Desk (USO) client. What should you do?
A. Import the USO client as a solution.
B. You must manually install the client.
C. Deploy the USO client from the Microsoft Dynamics 365 server.
D. Enable the USO client from System Settings.
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Question
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.
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Question
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.
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Question
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
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Question
You implement the Unified Service Desk (USO). You plan to implement actions and replacement parameters. Which three symbols are valid replacement keys? Each correct answer presents a complete solution.
A. A
B. –
C. +
D. $
E. ~
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Question
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.
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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?
A. Excel Online
B. Static worksheet
C. Dynamic worksheet
D. Dynamic pivot table
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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
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You need to implement Microsoft Power Bl to analyze and visualize data. Which two actions can you perform? Each correct answer presents a complete solution.
A. Use iframes to display content.
B. Implement custom visualizations.
C. Use a file that is stored in Microsoft OneDrive as a data source.
D. Display the most recent version of the data always.
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You are creating a new survey with the Voice of the Customer Survey designer. Which two statements regarding the Voice of the Customer Survey designer are true? Each correct answer presents a complete solution.
A. The Complete page must always display last.
B. The Welcome page must always display first.
C. Surveys can have up to three pages.
D. Surveys can contain unlimited questions.
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