[Free] 2017(Oct) EnsurePass Braindumps Microsoft MB2-718 Dumps with VCE and PDF 21-30

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Microsoft Dynamics 365 for Customer Service

Question No: 21 – (Topic 1)

You create and activate an entitlement for a customer. The entitlement is set to decrease allotment on case creation. The customer opens a case and you observe that the issue is caused by a bug on the software.

You need to ensure the customer allotment is not affected by this case. What should you do?

  1. Delete the case.

  2. Cancel the case.

  3. Use the Do Not Decrement Entitlement Terms action.

  4. Use the Apply Routing Rule action.

Answer: B

Question No: 22 – (Topic 1)

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?

  1. Scheduled Articles

  2. Unapproved Articles

  3. Draft Articles

  4. Inactive Articles

Answer: C

Question No: 23 – (Topic 1)

You implement the Unified Service Desk (USD). You plan to implement actions and replacement parameters. Which three symbols are valid replacement keys? Each correct answer presents a complete solution.

  1. ^

C.

  1. $

  2. ~

Answer: A,C,D

Question No: 24 – (Topic 1)

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?

  1. only active entitlements associated with the case customer

  2. all active entitlements associated with the customer and contact

  3. only active entitlements associated with the case contact

  4. all entitlements associated with the customer and contact

Answer: B

Question No: 25 – (Topic 1)

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?

  1. 0

  2. 1

  3. 2

  4. 3

Answer: C

Question No: 26 – (Topic 1)

You install Microsoft Dynamics 365.

Which three knowledge base article templates are available? Each correct answer presents

a complete solution.

  1. Solution to a Problem

  2. Standard KB Article

  3. Case Escalation

  4. Coverage Dates

  5. Procedure

Answer: A,B,E

Question No: 27 – (Topic 1)

You plan to create surveys for a multinational company that manages hotels. You must create a unique survey for each hotel location. Which statement is true?

  1. You can capture up to 10,000 survey responses per day.

  2. You can store unlimited survey responses over time.

  3. You can publish a maximum of 200 surveys.

  4. All surveys must use the same theme.

Answer: C

Question No: 28 – (Topic 1)

Which two of the following are valid routing rule actions? Each correct answer presents part of the solution.

  1. Cancel Case

  2. Send Email

  3. Assign to User/Team

  4. Route to Queue

Answer: C,D

Question No: 29 – (Topic 1)

You pick a case from a queue.

You determine that you cannot resolve the case, and plan to release the case back to the queue.

What effect does releasing the case to the queue have on record ownership?

  1. Ownership remains unchanged.

  2. Ownership is assigned based on the current routing rule.

  3. Ownership is reverted to the previous owner.

  4. Ownership of the record is assigned to the queue owner.

Answer: A

Question No: 30 – (Topic 1)

Under which two circumstances will a routing rule be applied to a case without user intervention? Each correct answer presents a complete solution.

  1. a case is created as the result of a record creation rule

  2. a case was created before the routing rule was activated

  3. a case is created by using a convert to case action

  4. a case is created manually

Answer: A,D

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