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Title: MB2-718 Questions Answers Dumps


1
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Microsoft MB2-718 Microsoft Dynamics 365 for
Customer Service
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Questions NO 1, What are the states a knowledge
base article can be in? A. Active, Approved,
Draft, Inactive, or Scheduled B. Active or
Inactive C. Approved, Archived, Discarded, Draft,
Expired, or Scheduled D. Approved, Cancelled,
Draft, Expired, On Hold, or Scheduled Correct
Answer A
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Questions NO 2, Which of the following records
can you convert into a case? A. task B. queue C.
lead D. opportunity Correct Answer A
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Questions NO 3, Under which two circumstances
will a routing rule be applied to a case without
user intervention? Each correct answer presents a
complete solution. A. A case is created as the
result of a record creation rule. B. A case was
created before the routing rule was activated. C.
A case is created by using a convert to case
action. D. A case is created manually. Correct
Answer BD
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Questions NO 4, You install Microsoft Dynamics
365. Which three knowledge base article templates
are available? Each correct answer presents a
complete solution. A. Solution to a Problem B.
Standard KB Article C. Case Escalation D.
Coverage Dates E. Procedure Correct Answer BDE
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Questions NO 5, You have a Microsoft Dynamics 365
environment that has no customization. You are
working in the interactive service hub with a
single-stream dashboard for cases. Which option
can you use to filter cases? A. Business process
stage B. Title C. Product D. Category Correct
Answer A
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Questions NO 6, 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 a service-level
agreement (SLA) that was not met. B. The case has
an open activity. C. The customer will exceed
their entitlement allotment. D. The case has an
open parent case. Correct Answer B
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Questions NO 7, You use the interactive service
hub to manage cases. Users report that they have
difficulty finding a specific knowledge base
article when they initiate a search from within a
case. You need to ensure that search returns
relevant results. What are two possible ways to
achieve the goal? Each correct answer presents a
complete solution. A. Relate the article to one
or more categories. B. Relate the article to a
more relevant subject. C. Update the article
description. D. Add additional keywords. Correct
Answer AC
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Questions NO 8, Which two of the following are
valid routing rule actions? Each correct answer
presents part of the solution. A. Cancel Case B.
Send Email C. Assign to User/Team D. Route to
Queue Correct Answer BC
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Certificationexam
Questions NO 9, You have a Microsoft Dynamics 365
environment. You implement Field Service. You
need to check the work order instructions in the
Field Service mobile app. Which tab on the work
order contains instructions? A. Incidents B.
Other C. Info D. Booking Correct Answer A
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Certificationexam
Questions NO 10, You need to change the warehouse
location for product inventory. What should you
do? A. Create a new Product Relationship
record. B. Create a new Warehouse record. C.
Create a new Inventory Transfer record. D. Create
a new Inventory Adjustment record. Correct
Answer D
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