NO.1 You need to add a product brochure to Microsoft Dynamics CRM so that users can send the
brochure via email to potential customers. Which record type should you add the brochure to?
A. Sales literature
B. Competitor
C. Product
D. Marketing list
Answer: A

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Explanation:
Ref:http://crmbook.powerobjects.com/basics/microsoft-dynamics-crm-salesprocess/working-with-
microsoft-dynamics-crm-sales-literature/

NO.2 Your manager needs an analysis that contains four views and three charts.
Which two actions should you perform? Each correct answer presents a complete solution. Choose
two.
A. Create one dashboard.
B. Create a Report Wizard Report.
C. Create an SSRS report.
D. Create two dashboards.
Answer: C,D

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NO.3 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
Answer: C

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

NO.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
Answer: C

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

NO.5 The call center handles many types of support calls. Cases for customers requesting account
balance information must be routed to a queue for the accounting department.
You need to set up a queue for these types of requests.
Which two actions should you perform? Each correct answer presents part of the solution. Choose
two.
A. Assign a security role to the queue.
B. Choose public as the type.
C. Assign members to the queue.
D. Choose private as the type.
Answer: C,D

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Explanation:
Ref:http://blog.customereffective.com/blog/2014/06/dynamics-crm-online-spring-14-whatsnew-
with-queue.html

NO.6 You are a marketing specialist. You receive an email message from a prospective client who was
referred to your company by a current client.
You need to add the client to Microsoft Dynamics CRM so that a salesperson can follow up with the
potential client.
After tracking the email message, what should you do?
A. Convert the email message to an opportunity, and assign it to a salesperson.
B. Convert the email message to a lead, and assign it to a salesperson.
C. Create a task, and set the Regarding field to the existing customer who referred the potential
client.
D. Create a new account for the potential client and assign a follow-up phone call activity to a
salesperson.
Answer: B

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Explanation:
Ref:https://msdn.microsoft.com/en-gb/library/gg328442.aspx

NO.7 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
Answer: B

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

NO.8 You send a quote to a customer, who accepts the quote.
You need to complete the sale and collect payment.
What should you do?
A. Convert the quote to an order, and convert the order to an invoice.
B. Close the quote as invoiced.
C. Close the quote as won.
D. Convert the quote to an invoice, and convert the invoice to an order.
Answer: A

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Explanation:
Ref:http://rc.crm.dynamics.com/RC/2011/en-us/online/5.1_CTP/quotesroutingdiagram.aspx

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Exam Code: MB2-704
Exam Name: Microsoft Dynamics CRM Application
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MB2-704 Exam Cram Total Q&A: 89 Questions and Answers
Last Update: 03-25,2015

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