MB2-704 by Microsoft Valid Free Exam Practice Test

Question 1

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.

A. Specify the Applicable When conditions on the SLA item record. B. Configure the Warning Actions on the SLA item record. C. Configure the SLA Item Failure on the SLA item record. D. Configure the SLA Item Warning on the SLA item record.

Correct Answer: B,D

Question 2

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. Cases Opened in the Last 7 days B. Resolved Cases C. Recent Cases D. Active Cases

Correct Answer: A,C

Question 3

You send a quote to a customer, who accepts the quote.
You need to complete the sale and collect payment.
What should you do?

A. Convert the quote to an order, and convert the order to an invoice. B. Convert the quote to an invoice, and convert the invoice to an order. C. Close the quote as invoiced. D. Close the quote as won.

Correct Answer: A

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Question 4

You create a new entitlement.
What is the initial status of the entitlement?

A. Created B. Active C. Draft D. Waiting

Correct Answer: C

Question 5

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?

A. Switch the business process flow to set the status of the lead to qualified when the condition is met. B. Create a workflow that automatically sets the status of the lead to qualified when the condition is met. C. Create a business process flow that automatically sets the status of the lead to qualified when the condition is met. D. Create a dialog that automatically sets the status of the lead to qualified when the condition is met.

Correct Answer: B

Question 6

You create a case and link it to a standard service level agreement (SLA) with the timer configured on the case form.
You need to review the case status and report the information to your manager.
Which piece of information about the time of the case is available?

A. Failure time B. Warning time C. Total time the case is in processing D. Total time the case is on hold

Correct Answer: A

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Question 7

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. Close the lead as won. B. Enter products into the Lead Form. C. Qualify the lead. D. Activate the lead.

Correct Answer: C

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Question 8

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 on the customer account for the selected customers. B. Select the SLA in the cases for the selected customers. C. Select the SLA and then use the Set as Default function. D. Select the SLA in the entitlements for the selected customers.

Correct Answer: D

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Question 9

A customer calls to change the date and time of a service activity. You have limited dates,
times, and resources available for the customer request.
You need to update the information from the service calendar.
What should you do?

A. Use the schedule option, and resolve any conflicts. B. Drag the service activity to the correct date and time on the calendar, and resolve any conflicts. C. Use the reschedule option, and resolve any conflicts. D. Use the appointment option, and resolve any conflicts.

Correct Answer: A

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Microsoft Dynamics CRM Application - MB2-704 Exam Practice Test