MB2-718 by Microsoft Valid Free Exam Practice Test

Question 1

Your organization has a custom entity.
You need to ensure that the custom entity is available from the interactive service hub.
Which setting for the entity should you modify?

A. Enable for knowledge management B. Enable for mobile C. Enable for interactive experience D. Enable for SLA

Correct Answer: C

Question 2

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

Correct Answer: C

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Question 3

You have a Microsoft Dynamics 365 environment. You implement Field Service. You need to update a work order to indicate that you are traveling to the client Which field in the Field
Service mobile app should you update?

A. Actual Arrival Time B. Booking Status C. System Status D. Start Time

Correct Answer: B

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Question 4

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 an open activity. B. The customer will exceed their entitlement allotment C. The case has a service-level agreement (SLA) that was not met. D. The case has an open parent case.

Correct Answer: A

Question 5

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

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

Correct Answer: A,B

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Question 6

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. Unapproved Articles B. Inactive Articles C. Scheduled Articles D. Draft Articles

Correct Answer: D

Question 7

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

Correct Answer: A,C

Question 8

You are working with the Field Service mobile app in online mode.
Which two statements regarding data synchronization are true? Each correct

A. Information is downloaded to your device. B. Data continuously synchronizes with the server. C. You do not need to manually synchronize your device. D. The user can choose when data synchronization occurs.

Correct Answer: B,C

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Question 9

Which two actions can you perform by using entitlement channels? Each correct answer presents a complete solution.

A. Restrict users from creating cases by using specified channels. B. Specify the number of cases allowed for each channel. C. Restrict the number of child cases allowed for each parent case with a specified channel. D. Specify the number of customers allowed to use each channel ___

Correct Answer: A,B

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Microsoft Dynamics 365 for Customer Service - MB2-718 Exam Practice Test