Microsoft Dynamics 365 for Customer Service - MB2-718 FREE EXAM DUMPS QUESTIONS & ANSWERS]

Question 1

You ship a replacement part to a customer.
The customer reports that they receive the incorrect part.
You need to initiate a process to return the product to the warehouse.
What should you do?

A. Create a new return to vendor (RTV) record. B. Create a new Inventory Adjustment record. C. Create a new return merchandise authorization (RMA) record. D. Create a new Agreement record.

Discussion 0

Correct Answer: C Vote an answer

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Question 2

Which two statements regarding standard service-level agreements (SLAs) are true? Each correct answer presents a complete solution.

A. You must use an enhanced SLA to define multiple success criteria. B. Standard SLAs record failure time on the entity record itself. C. You can create SLAs for entities other than the Case entity. D. You can only pause enhanced SLAs.

Discussion 0

Correct Answer: B,D Vote an answer

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Question 3

Which statement defines a User Interface Integration (UH) action?

A. the trigger for an action B. the action to be performed C. the signature of the action to be performed D. the data sent to the action

Discussion 0

Correct Answer: A Vote an answer

Question 4

You create a service-level agreement (SLA). For which two of the following key performance indicators (KPIs) can you create actions? Each correct answer presents a complete solution.

A. First Response By B. Resolve By C. Close By D. Escalate By

Discussion 0

Correct Answer: A,B Vote an answer

Question 5

You use the interactive service hub for your daily work. You identify a knowledge base article that can assist with an open case for a customer.
You need to send the article to the customer. What should you do?

A. Search the knowledge base from within the case, and use the Link Article and Email
Content option. B. Use Microsoft Skype for Business to send a link to the customer. C. Create a new email record and set the regarding object to the knowledge base article. D. Send a link to the customer by using Email a link.

Discussion 0

Correct Answer: A Vote an answer

Question 6

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. Rules are evaluated based on the order number, B. You must configure default rules so that they are evaluated first C. You must use the display name to reference the entity in the rule. D. You must populate the form and entity or URL fields for specific rules.

Discussion 0

Correct Answer: A,B Vote an answer

Question 7

You are a customer service agent that uses Unified Service Desk (USD).
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. 3 B. 2 C. 1 D. 0

Discussion 0

Correct Answer: B Vote an answer

Question 8

You need to implement Microsoft Power BI to analyze and visualize data.
Which two actions can you perform? Each correct answer presents a complete solution.

A. Implement custom visualizations. B. Use a file that is stored in Microsoft OneDrive as a data source. C. Use iframes to display content D. Display the most recent version of the data always.

Discussion 0

Correct Answer: B,D Vote an answer

Question 9

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

Discussion 0

Correct Answer: B Vote an answer