Microsoft Dynamics 365 for Customer Service v9.0 (MB2-718)

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Total 90 questions

You create a service level agreement (SLA) for cases where the case priority is critical. The
SLA must display a warning after 15 minutes and fail after 30 minutes.
You create a normal priority case at 16:00. You change the priority to critical at 16:15. If no action is taken, how many minutes will elapse before the SLA fails?

  • A. 15 minutes
  • B. 30 minutes
  • C. 145 minutes
  • D. 60 minutes

Answer : C

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

Answer : C

Which three statements regarding Voice of The Customer are true. Each correct answer presents a complete solution.

  • A. The survey definition is stored in Microsoft Azure. The survey response is temporarily stored in Azure Service Bus then later retrieved and stored in Microsoft Dynamics 365. Survey responses are deleted from Azure Service Bus after they are stored in Microsoft Dynamics 365.
  • B. Collateral, such as themes and images, can be stored as web resources and included in solutions.
  • C. Surveys can be included in solutions.
  • D. Each new environment requires the creation of configuration records.
  • E. Each survey contains three forms.

Answer : B,D,E

What are Field Service Agreements?

  • A. frameworks for automatically generating work orders and invoices
  • B. methods to help users verify what the customers are eligible for and create cases for customers
  • C. methods to allow users to organize, prioritize, and monitor the progress of their work
  • D. deflations for the level of service or support that your organization agrees to offer to a customer

Answer : C

You manage a Microsoft Dynamics 365 deployment You need to enable editable grids for an entity. What should you do?

  • A. Customize the entity.
  • B. Use the System Customizer tool.
  • C. Configure the Microsoft Dynamics CRM for Outlook add-in.
  • D. Modify the system settings.

Answer : A

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

Answer : D

You deploy Unified Service Desk (USD). You configure a toolbar container hosted control.
You need to ensure that the hosted control is aligned to a specific part of the screen by using the Realign Window action.
Which three parameters can you configure? Each correct answer presents a complete solution.

  • A. screen
  • B. resolution
  • C. left
  • D. client type
  • E. top

Answer : A,C,E


You have two similar cases. One case is named Case1 and the other is named Case2
Each case has a different parent case. You attempt to merge Case1 into Case2. What is the result to the merge process?

  • A. Case1 is merged into Case2 Activities and notes are combined under Case2.
  • B. The cases will not merge. Both cases will become child cases of the parent for Case2
  • C. The cases will not merge. Each case will remain parented to their original records.
  • D. Case1 is merged into Case2 Activities and notes are combined under Case1.

Answer : D

You implement the Unified Service Desk (USD). Which two statements are true when creating a hosted control?

  • A. Fields that display on a form vary depending on the hosted control type.
  • B. You can set a default action for the control.
  • C. There are five total hosted control types available.
  • D. The owner for the hosted control cannot be changed.

Answer : A,B

You need to search for a specific knowledge base article by number.
Which two options can you use? Each correct answer presents a complete solution.

  • A. Service Area
  • B. Relevance Search
  • C. Categorized Search
  • D. Article Template Quick Find

Answer : A,C

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

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

Answer : A,D

Which two statements regarding the Unified Service Desk (USD) debugger are true? Each correct answer presents a complete solution.

  • A. Yellow highlights are used to indicate a warning regarding an action call.
  • B. Red highlights are used to indicate the failure of an event
  • C. You can view a replacement parameter list.
  • D. You can run an action call on demand.

Answer : A,B

What are three functions of the Unified Service Desk (USD) Global Manager hosted control? Each correct answer presents a complete solution.

  • A. Provide process flows to respond to agent request for help.
  • B. Manage data for the session.
  • C. Interpret window navigation rules.
  • D. Provide escalation alerts to manage agents who need help.
  • E. Provide data to the toolbar components and agent scripts.

Answer : C,D,E

You need to merge eight similar cases. Which of the following statements is true?

  • A. You can merge all eight cases at the same time.
  • B. You can only merge the cases if a parent/child relationship exists between the cases.
  • C. You can only merge two cases at a time.
  • D. You can only merge the cases if all related activities are closed.

Answer : C

Which three of the following are valid survey response actions?

  • A. Restart Survey
  • B. Toggle Visibility
  • C. Auto-Populate
  • D. End Survey
  • E. Chain Survey

Answer : A,D,E

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Total 90 questions