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QUESTION 1
You are a sales representative at a trade show.
A trade show attendee leaves a business card at your company’s booth.
You need to enter the attendee’s information into Microsoft Dynamics CRM for the sales team to qualify.
Which record type should you create?

A. Contact
B. Account
C. Opportunity
D. Lead

Correct Answer: D QUESTION 2
You own an opportunity but need to allow other users to view and edit it. What should you do?
A. Create a connection for a team, add the sales team role, and add the connection to the opportunity.
B. Add users to the access team on the opportunity.
C. Add users to the access team template.
D. Create a connection for each user, add the sales team role, and add the connection to the opportunity.

Correct Answer: B QUESTION 3
You are adding products to an opportunity.
You want to calculate the estimated revenue based on the products added.
What should you do to enable this function?

A. Set the estimated budget.
B. Configure the exchange rate.
C. Use write-in products.
D. Add a price list

Correct Answer: C QUESTION 4
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 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 business process flow that automatically sets the status of the lead to qualified when the condition is met.
C. Create a dialog that automatically sets the status of the lead to qualified when the condition is met.
D. Create a workflow that automatically sets the status of the lead to qualified when the condition is met.

Correct Answer: D QUESTION 6
A staff member at your client organization sends you an email message, inquiring about a product that the client might buy.
After you track the email message, what should you do?
A. Convert the email message to the opportunity.
B. Convert the email message to an account and contact.
C. Create a quote, and link the email message to the quote.
D. Create an order, and link the email message to the order.

Correct Answer: A QUESTION 7
You are creating a goal for the number of phone calls made versus the number of phone calls scheduled.
You need to establish the number of scheduled calls for your organization.
Which value provides this information?

A. In-progress
B. Actual
C. Closed
D. Target

Correct Answer: A QUESTION 8
You want to share a personal chart that you created.
Who can you share your chart with? Each correct answer presents a complete solution. Choose two.

A. Resource group
B. Access team
C. Team
D. User

Correct Answer: CD QUESTION 9
Each member of your sales team must earn an individual sales revenue quota for the year in order to receive a bonus. You create the goal metric and identify the Metric Type as Amount and the Amount Data Type as Money.
You need to complete the configuration of the goal metric.
What should you do?
A. Add rollup fields.
B. Create goals.
C. Create fiscal years.
D. Create rollup queries.

Correct Answer: A QUESTION 10
You create an Advanced Find view that consists of columns from the account entity. Which action is possible when customizing the view?
A. Adding columns from related of records
B. Creating three levels of sort criteria
C. Setting the option to filter columns to ensure it displays by default when opening the view
D. Merging two columns into one

Correct Answer: A QUESTION 11
You create an opportunity report by using the Report Wizard. The report returns too many records.
You need to reduce the number of records returned by the report.
Which two actions should you perform? Each correct answer presents a complete solution.

Choose two.

A. Make the report a personal report.
B. Reduce the number of columns.
C. Designate a top or bottom number.
D. Apply a filter.

Correct Answer: CD QUESTION 12
You need to create a dashboard that will include an external website. Which component should you add?
A. Quick view
B. Sub-grid
C. IFRAME
D. Web resource

Correct Answer: C QUESTION 13
You create a new entitlement.
What is the initial status of the entitlement?

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

Correct Answer: D QUESTION 14
You create a new case that includes a service level agreement (SLA). You place the case on hold because you need to wait for additional information from the customer.
What is the status of the SLA key performance indicator (KPI) instance record related to the case?
A. Failed
B. In progress
C. On hold
D. Paused

Correct Answer: D QUESTION 15
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. Configure the Warning Actions on the SLA item record.
B. Specify the Applicable When conditions on the SLA item record.
C. Configure the SLA Item Warning on the SLA item record.
D. Configure the SLA Item Failure on the SLA item record.

Correct Answer: AC QUESTION 16
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 QUESTION 17
You need to specify the number of support hours a customer will receive. What should you create?
A. A service activity
B. A service level agreement (SLA)
C. An entitlement
D. A contract template

Correct Answer: C QUESTION 18
You choose a case from the customer support queue. Your company mandates that all requests with customers be tracked regardless of the outcome.
You call the customer and learn that the case was submitted on your company’s customer portal by mistake.
What should you do?
A. Cancel the case.
B. Delete the case.
C. Resolve the case.
D. Reactivate the case.

Correct Answer: C QUESTION 19
You work at the support desk for a software company.
When the newest version of a popular app is released, you receive an influx of support requests regarding
an issue. The research and development team identify the issue as a bug and prepare to fix it.
You need to identify existing cases in which this bug was reported and relate them to one another so that
they can be closed simultaneously when the bug fix has been released.

What should you do?

A. From the parent case, select create child case for each of the cases that reported the bug.
B. From the active cases view, select all of the cases that are reporting the bug, and then select merge cases.
C. From the child case, select similar cases to find the cases that reported the bug.
D. From the active cases view, select all of the cases that are reporting the bug, and then select associate child cases.

Correct Answer: B QUESTION 20
You are responsible for creating and managing Microsoft Dynamics CRM Knowledge Base templates and
articles.
A user wants an image to be added to a Knowledge Base article.
What should you do?

A. Create a web resource, and add it to the Knowledge Base template.
B. Insert the image into the Knowledge Base template.
C. Copy and paste the image into the Knowledge Base article.
D. Drag and drop the image onto the Knowledge Base article.

Correct Answer: A QUESTION 21
You are the customer service manager of a call center and are performing a daily review of your team’s cases. A case record owned by a member of your team has a flag in the research stage of the business process flow.
What does this indicate about the case?
A. The user is finished with that stage.
B. The case is at this stage.
C. The case is ready to close.
D. There is a required field at this stage.

Correct Answer: B QUESTION 22
Two active case records are related to the same issue but have nothing else in common.
Your manager asks you to make an association between the records.
What should you do?

A. Merge the two case records.
B. Reference the case ID of the other case in the case ID field of each case.
C. Add one case to the sub-grid on the other case for similar cases.
D. Reference the case ID of the other case in the notes field of each case.

Correct Answer: C QUESTION 23
You create a new user.
Which record will Microsoft Dynamics CRM automatically create for the user?

A. Queue
B. Account
C. Contact
D. Team

Correct Answer: A QUESTION 24
You create a chart on your personal dashboard. The chart displays the service technician’s monthly goals
for case resolution.
You need to make this chart available on another dashboard.
What should you do?

A. In the other dashboard, select the existing chart.
B. Export the chart. Import the chart into Charts under the case entity. Go to the dashboard entity, and add the chart to the dashboard.
C. Share the chart from your personal dashboard to the case entity, and add the chart to the system service dashboard.
D. Share the chart from your personal dashboard to the system service dashboard.

Correct Answer: B QUESTION 25
You are the team lead in a large call center.
You want to know the originating source for the majority of your team’s cases.
You need a report that includes the following information:

The number of cases each of your team members owns by Origin (Phone, Email, Web)

The percentage of cases owned as a proportion of total cases by Origin Which report should you use?

A.
Service Analysis Report

B.
Customer Service Maintenance Report

C.
Neglected Cases

D.
Case Summary Table Correct Answer: D

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