MB2-718 Exam
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Q1. 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.
Answer: A
Q2. 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
Answer: B,D
Q3. 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.
Answer: B,D
Q4. You are attempting to resolve a case.
For which situation will the system display a prompt before reaching the Case Resolution window?
A. The case has a service-level agreement (SLA) that was not met.
B. The case has an open activity.
C. The customer will exceed their entitlement allotment
D. The case has an open parent case.
Answer: B
Q5. 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.
B. Delete and recreate the article.
C. Publish a minor revision to the article.
Answer: A
Q6. Which three actions can you perform by using editable grids? Each correct answer presents a complete solution.
A. Update a lookup fie4d 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.
Answer: A,B,C
Q7. 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
Answer: A,B,E
Q8. 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.
Answer: A,D
Q9. 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
Answer: B
Q10. A user named User1 creates a knowledge base article. No other action has been taken. User! 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
Answer: C