Replace Microsoft MB2-704 - An Overview 31 to 40

MB2-704 Exam

Replace Microsoft MB2-704 - An Overview 31 to 40

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2021 Jan MB2-704 study guide

Q31. You have a potential sale with a prospect that you met at a trade show. You enter the prospect as a lead in Microsoft Dynamics CRM.

How should you move the lead forward to track the potential sale?

A. Enter products into the Lead Form.

B. Close the lead as won.

C. Qualify the lead.

D. Activate the lead.

Answer: C

Explanation:

Ref: http://msdn.microsoft.com/en-gb/library/gg328442.aspx

Q32. You need to reactivate a case you cancelled two days ago in order to update the description.

In which two Microsoft Dynamics CRM system views will you find the case? Each correct answer presents a complete solution. Choose two.

A. Recent Cases

B. Active Cases

C. Cases Opened in the Last 7 days

D. Resolved Cases

Answer: A,C

Q33. You want to aggregate customer feedback from social websites in order to identify buying trends and customer opinions toward your company's product.

Which tool should you use in Microsoft Dynamics CRM?

A. Microsoft Social Listening, in order to monitor social media channels

B. Cases, in order to see and respond to negative social mentions

C. Marketing Campaigns, in order to provide visibility to social feeds

D. Activity feeds, in order to view interactions on the social pane

Answer: A

Explanation:

Ref: http://technet.microsoft.com/en-us/library/dn659847.aspx

Q34. You need to configure Microsoft Dynamics CRM to use a special service level agreement (SLA) for selected customers.

Which action should you perform?

A. Select the SLA in the cases for the selected customers.

B. Select the SLA in the entitlements for the selected customers.

C. Select the SLA and then use the Set as Default function.

D. Select the SLA on the customer account for the selected customers.

Answer: B

Explanation:

Ref:

http://www.microsoft.com/en-us/dynamics/crm-customer-center/define-service-level- agreements-slas.aspx

Q35. Your company uses trucks to drive to customer sites and perform warranty work. Your company has a policy that each truck should remain in a specific region.

You need to configure Microsoft Dynamics CRM to meet these requirements. What should you do?

A. Create a territory for each region, a facility/equipment record for each truck, and link each truck to the relevant territory.

B. Create a site for each region, create a facility/equipment record for each truck, and link each truck to the relevant site.

C. Create a site for each region, and then link it to each service that is used to perform the warranty work.

D. Create a territory for each region, and then link it to each service that is used to perform the warranty work.

Answer: B

Explanation:

Ref: http://www.powerobjects.com/blog/2010/07/30/service-scheduling-in-dynamics-crm- part-1/

Up to the immediate present MB2-704 real exam:

Q36. You are a customer service representative. You receive an inbound request for support for a product support request.

You need to create a new case to document the request. What should you do?

A. Use the quick view form to create the case.

B. Create and close a phone call activity, and then convert it to a case.

C. Create a lead, and convert it to a case.

D. Use the quick create form to create a case.

Answer: D

Q37. You are the customer service manager of a call center and are performing a daily review of your team's cases. A case record owned by a member of your team has a flag in the research stage of the business process flow.

What does this indicate about the case?

A. The user is finished with that stage.

B. The case is at this stage.

C. The case is ready to close.

D. There is a required field at this stage.

Answer: B

Explanation:

Ref: http://crmmongrel.blogspot.co.uk/2013/10/business-process-flows-in-dynamics- crm.html

Q38. You view the service calendar with the resource view applied. You notice a box with the number two in it.

What does this information identify?

A. The service activities need to be scheduled,

B. The resources are assigned to the same service activity.

C. The service activity was rescheduled twice.

D. The service activities on the schedule are conflicting.

Answer: D

Q39. You need to create a product in Microsoft Dynamics CRM. Which product catalog component is required?

A. Price list item

B. Unit group

C. Price list

D. Discount list

Answer: B

Explanation:

Ref: http://www.microsoft.com/en-us/dynamics/crm-customer-center/create-a-product.aspx

Q40. Your manager needs an analysis that contains four views and three charts.

Which two actions should you perform? Each correct answer presents a complete solution. Choose two.