MB2-704 - Microsoft Dynamics CRM Application
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The service desk frequently receives email requests directly from contacts that are not currently in Microsoft Dynamics CRM. You need to configure an automatic case creation rule to ensure that these requests are not overlooked. Which option should you select in the case creation rule?
Cases for email from unknown senders
You create a new entitlement. What is the initial status of the entitlement?
You currently sell widgets individually. You now need to configure the product catalog to sell widgets in packs of 12. What should you configure?
You want to share a personal chart that you created. Who can you share your chart with? Each correct answer presents a complete solution. Choose two.
Which three items can you add to a closed opportunity? Each correct answer presents a complete solution. Choose three.
You create a new case that includes a service level agreement (SLA). You place the case on hold because you need to wait for additional information from the customer. What is the status of the SLA key performance indicator (KPI) instance record related to the case?
You need to ensure that lead qualification is automated and occurs when a field on the Lead Form is set to a certain value. What should you do?
Create a workflow that automatically sets the status of the lead to qualified when the condition is met.
An employee who you manage requests one week of paid vacation. You need to ensure that no work is assigned to this employee during that week. What should you create?
A time off record
You are responsible for creating and managing Microsoft Dynamics CRM Knowledge Base templates and articles. A user wants an image to be added to a Knowledge Base article. What should you do?
Create a web resource, and add it to the Knowledge Base template.
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?
Create a phone call activity, convert it to an opportunity, and close the opportunity as won.
You create a new service level agreement (SLA) and enter the amount of time that is allowed for it. You need to send an email message to the user assigned to a case when the time limit of the SLA is about to be exceeded. Which two actions should you perform? Each correct answer presents part of the solution. Choose two.
Configure the Warning Actions on the SLA item record.
Configure the SLA Item Warning on the SLA item record.
You are implementing Microsoft Dynamics CRM. Your company delivers training for customers on various topics. Not all trainers are capable of delivering all training classes. You need to ensure that each training service is associated with the required resource. What should you create?
You plan to bulk import new case records. You do not want the service level agreement (SLA) to apply to the new cases. What should you do?
Deactivate all SLAs.
You lose an active opportunity and close it in Microsoft Dynamics CRM. What are two results of closing the opportunity? Each correct answer presents part of the solution. Choose two.
The opportunity is removed from the list of active opportunities.
Notes and attachments associated with the opportunity are saved for future reference.
You need to create a dashboard that will include an external website. Which component should you add?
You want to track your interactions with an organization. Which type of customer record should you create?
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.
Create an SSRS report.
Create two dashboards.
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 customer can use 80 hours of phone support and 20 hours of email support, according to the agreement you set up with this customer. You need to configure an entitlement. What should you do?
Create an entitlement, with two entitlement channels for each type of support.
Each member of your sales team must earn an individual sales revenue quota for the year in order to receive a bonus. You create the goal metric and identify the Metric Type as Amount and the Amount Data Type as Money. You need to complete the configuration of the goal metric. What should you do?
Add rollup fields.
You use the service scheduling feature of Microsoft Dynamics CRM to manage inspection services. You need to configure Microsoft Dynamics CRM with the following information: A junior inspector can supervise one inspection at a time. A senior inspector can supervise two inspections at a time. Which two actions should you perform? Each correct answer presents part of the solution. Choose two.
Add a selection rule to the inspection service.
Configure the capacity on the resources for the inspectors.
You create a chart on your personal dashboard. The chart displays the service technician's monthly goals for case resolution. You need to make this chart available on another dashboard. What should you do?
Export the chart. Import the chart into Charts under the case entity. Go to the dashboard entity, and add the chart to the dashboard.
Your customer wants to purchase 1,000 units of your best-selling product. Which type of record in Microsoft Dynamics CRM should you create?
You are the manager for all Microsoft Dynamics CRM Knowledge Base articles that the service management team submits. A team member submits an article to Knowledge Base. What should you do to make the article available to the entire organization?
You need to add a product brochure to Microsoft Dynamics CRM so that users can send the brochure via email to potential customers. Which record type should you add the brochure to?
You configure a connection to Microsoft Social Listening but cannot see social insights data in Microsoft Dynamics CRM. What should you do to make social insights visible in Dynamics CRM?
Configure social listening search topics and visuals.
You create a case for a customer who requests assistance. You need to find a Frequently Asked Questions document in Microsoft Dynamics CRM and email it to the customer. In which location should you look for the document?
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?
Share the dashboard with your coworker.
You need to ensure that the estimated revenue for your opportunity is calculated correctly based on the most recent territory price list and the associated products. Which method should you use to configure the opportunity pricing?
Your company's support team is handling all inbound requests for support for a new product. You want to configure Microsoft Dynamics CRM so that phone calls and email messages regarding the new product are held until a team member with expertise on the new product is available. The phone calls and email messages need to be assigned in the order in which they were received. Which feature should you use?
A customer purchases a widget at retail price. Another customer purchases the same product at wholesale price. What should you create to enable both customers to pay the correct amount?
One retail and one wholesale price list
Your company's support process has the following two business requirements: New cases that are marked as high priority automatically move to an escalation stage when first opened. New cases with no priority move to the research stage. What should you configure to meet these business requirements?
Branching business process flow
You are a marketing specialist. You receive an email message from a prospective client who was referred to your company by a current client. You need to add the client to Microsoft Dynamics CRM so that a salesperson can follow up with the potential client. After tracking the email message, what should you do?
Convert the email message to a lead, and assign it to a salesperson.
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?
Create a site for each region, create a facility/equipment record for each truck, and link each truck to the relevant site.
You create five new resources for various workers, each with a capacity of one. You create three new trucks in the facilities/equipment form, each with a capacity of two. Next, you create a new service and add a selection rule to include one from any site. You add a resource to the selection rule for one worker and a second resource for one truck. You then create one new service activity and use the schedule function to find available time slots. You need to identify which resources are available for scheduling. What should you identify?
Five resources are available for the worker, or three resources are available for the truck.
You are creating a goal for the number of phone calls made versus the number of phone calls scheduled. You need to establish the number of scheduled calls for your organization. Which value provides this information?
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?
The service activities on the schedule are conflicting.
You are the service desk manager for a large engineering firm. You want to track how many cases are resolved each month by each individual service technician. Which three items in Microsoft Dynamics CRM do you need to configure? Each correct answer presents part of the solution. Choose three.
You own an opportunity but need to allow other users to view and edit it. What should you do?
Add users to the access team on the opportunity.
You need to specify the number of support hours a customer will receive. What should you create?
You create an opportunity report by using the Report Wizard. The report returns too many records. You need to reduce the number of records returned by the report. Which two actions should you perform? Each correct answer presents a complete solution. Choose two.
Designate a top or bottom number.
Apply a filter.
Your organization uses territories in Microsoft Dynamics CRM to manage sales. You need to ensure that all sales managers and sales people are associated with the correct territories. What should you do?
Add a sales manager and the relevant sales people as members to each territory.
You create a new user. Which record will Microsoft Dynamics CRM automatically create for the user?
You complete your work on a queue item and want to allow others to work on it. What should you do?
Release the queue item.
A staff member at your client organization sends you an email message, inquiring about a product that the client might buy. After you track the email message, what should you do?
Convert the email message to the opportunity.
A customer with an open opportunity selects one of your company's competitors. You need to change the status of this opportunity so that the opportunity no longer shows in Open Opportunities. What should you do?
Close the opportunity as lost.
You need to create a product in Microsoft Dynamics CRM. Which product catalog component is required?
You are implementing Microsoft Dynamics CRM. Your company requires employees to perform warranty repairs at the customer site. Where should the warranty repairs be configured in Dynamics CRM?
Two active case records are related to the same issue but have nothing else in common. Your manager asks you to make an association between the records. What should you do?
Merge the two case records.
You need to configure Microsoft Dynamics CRM to use a special service level agreement (SLA) for selected customers. Which action should you perform?
Select the SLA in the entitlements for the selected customers.