[Free] New Updated (October) Microsoft MB2-704 Real Exam 21-30

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QUESTION 21

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.

 

A.

Goal metric

B.

Goal

C.

Rollup field

D.

Target

E.

Parent goal

 

Correct Answer: ABC

 

 

QUESTION 22

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.

Total time the case is on hold

B.

Failure time

C.

Warning time

D.

Total time the case is in processing

 

Correct Answer: B

Explanation:

http://www.microsoft.com/en-us/dynamics/crm-customer-center/define-service-level-agreements-slas.aspx#bkmk_StdVsEnhancedSla

 

 

 

 

QUESTION 23

You need to configure Microsoft Dynamics CRM so that only the authorized contacts associated with an account can call and use the entitlement. What should you do?

 

A.

Add each contact to the case associated to the entitlement.

B.

Configure a contact method on each contact.

C.

Add each contact to the entitlement.

D.

Mark each contact as Primary.

 

Correct Answer: C

Explanation:

http://www.neudesic.com/blog/crm-entitlements/

 

 

QUESTION 24

You are viewing the opportunity by status chart and want to see the records that have a status of open. What should you use on the chart pane?

 

A.

Refresh chart

B.

Drill down

C.

Advanced Find

D.

Export Chart

 

Correct Answer: B

 

 

QUESTION 25

You are working on a case, but you need to use a different process flow. What should you do?

 

A.

Use a dialog to switch the business process flow.

B.

Manually switch the business process flow.

C.

Use a business rule to switch the business process flow.

D.

Use a workflow to switch the business process flow.

 

Correct Answer: B

Explanation:

https://technet.microsoft.com/en-us/library/dn531164(v=crm.6).aspx

 

 

QUESTION 26

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?

 

A.

One resource is available for the worker, and two resources are available for the truck.

B.

Five resources are available for the worker, or three resources are available for the truck.

C.

One resource is available for the worker, and one resource is available for the truck.

D.

Five resources are available for the worker, or one resource is available for the truck.

 

Correct Answer: B

Explanation:

The selection rule has a quantity of ONE. Therefore we can only select (any) one worker OR (any) one truck.

 

 

QUESTION 27

You want to track your interactions with an organization. Which type of customer record should you create?

 

A.

Activity

B.

Account

C.

Contact

D.

Lead

 

Correct Answer: B

Explanation:

http://msdn.microsoft.com/en-gb/library/gg309704.aspx

 

 

QUESTION 28

What is the purpose of the business process flow in the opportunity form?

 

A.

To show other users who are collaborating on the opportunity

B.

To provide a sales script for the salesperson to use when speaking to a potential customer

C.

To show the current stage in the sales lifecycle

D.

To enforce entry of mandatory fields

 

Correct Answer: C

Explanation:

http://technet.microsoft.com/en-us/library/dn531164.aspx

 

 

QUESTION 29

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.

Enter products into the Lead Form.

B.

Close the lead as won.

C.

Qualify the lead.

D.

Activate the lead.

 

Correct Answer: C

Explanation:

http://msdn.microsoft.com/en-gb/library/gg328442.aspx

 

 

 

 

QUESTION 30

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.

Recent Cases

B.

Active Cases

C.

Cases Opened in the Last 7 days

D.

Resolved Cases

 

Correct Answer: AC

 

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