MB2-704 Exam
Renewal Microsoft MB2-704 - An Overview 11 to 20
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2021 Dec MB2-704 vce
Q11. You are the team lead in a large call center.
You want to know the originating source for the majority of your team’s cases. You need a report that includes the following information:
✑ The number of cases each of your team members owns by Origin (Phone, Email, Web)
✑ The percentage of cases owned as a proportion of total cases by Origin
Which report should you use?
A. Service Analysis Report
B. Customer Service Maintenance Report
C. Neglected Cases
D. Case Summary Table
Answer: D
Explanation:
Ref: http://www.microsoft.com/en-us/dynamics/crm-customer-center/case-summary-table- report.aspx
Q12. You choose a case from the customer support queue. Your company mandates that all requests with customers be tracked regardless of the outcome.
You call the customer and learn that the case was submitted on your company's customer portal by mistake.
What should you do?
A. Cancel the case.
B. Delete the case.
C. Resolve the case.
D. Reactivate the case.
Answer: C
Q13. What can be classified by using the subject tree?
A. Opportunities
B. Accounts
C. Leads
D. Cases
Answer: D
Explanation:
Ref: https://msdn.microsoft.com/en-gb/library/gg309616.aspx
Q14. You create a personal dashboard to help manage your service cases. You need to make the dashboard available to your coworker.
What should you do?
A. Share the dashboard with your coworker.
B. Schedule the Dashboard to be Emailed as a Report.
C. Export the Dashboard to Excel, and share the Excel Workbook.
D. Copy and assign the dashboard as a system dashboard.
Answer: A
Q15. You complete your work on a queue item and want to allow others to work on it. What should you do?
A. Save your changes to the queue item.
B. Release the queue item.
C. Route the queue item.
D. 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
Most recent MB2-704 exam answers:
Q16. You create a new user.
Which record will Microsoft Dynamics CRM automatically create for the user?
A. Queue
B. Account
C. Contact
D. Team
Answer: A
Q17. Your company's marketing team attends a conference and collects business cards of attendees who do not already use your services. After the conference, the team enters the information from the cards into Microsoft Dynamics CRM.
You assign the records to the sales team so that the team can decide which products and services align with the attendees' needs.
Which common business scenario in Microsoft Dynamics CRM does this sequence of events depict?
A. Creating contacts
B. Supporting customers
C. Lead qualification
D. Creating quotes
Answer: C
Q18. A customer calls and wants to make a purchase.
You need to record the phone call and the purchase in Microsoft Dynamics CRM. What should you do?
A. Create a phone call activity, convert it to an opportunity, and close the opportunity as won.
B. Create an opportunity, add a phone call activity, and then close the opportunity as won.
C. Create an order, and then add a phone call activity.
D. Create a phone call activity, and convert it to an order.
Answer: A
Explanation:
Ref: http://crmbook.powerobjects.com/basics/activities/converting-activities/
Q19. You want to use Microsoft Dynamics CRM to compile a repository of competitor information for your sales team.
You create a competitor record and enter your competitor's strengths and weaknesses. Which two items can you directly associate with the competitor? Each correct answer presents a complete solution. Choose two.
A. Sales literature
B. Price lists
C. Accounts
D. Products
Answer: A,D
Explanation:
Ref: http://msdn.microsoft.com/en-gb/library/gg334641(v=crm.6).aspx
Q20. You are a support technician.
You resolve an issue for a customer. You need to schedule a follow-up with the customer in three weeks, before the next payroll.
What should you do?
A. Create a case for the customer, and add it to a Queue.
B. Schedule an appointment or task from the case to follow up before the customer processes the next payroll.
C. Develop a workflow to reopen the case before the customer processes the next payroll.
D. Create a new case for the customer, and set the resolve by date before the customer processes the next payroll.
Answer: B
Explanation:
Ref:
http://www.microsoft.com/en-us/dynamics/crm-customer-center/add-a-phone-call-task- email-or-appointment-activity-to-a-case-or-record.aspx