NO.1 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.
Answer: C

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NO.2 You configure a connection to Microsoft Social Listening but cannot see social insights data in
Microsoft Dynamics CRM.
What should you do to make social insights visible in Dynamics CRM?
A. Ensure that each of your social listening search topics are assigned a category.
B. Configure social listening search topics and visuals.
C. In system settings, change the default setting for the Disable Social Engagement option.
D. Select the Reset Social Insights option to refresh the social insights data.
Answer: B

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Explanation:
Ref: http://technet.microsoft.com/en-us/library/dn659847(v=crm.6).aspx

NO.3 A customer can use 80 hours of phone support and 20 hours of email support, according to
the agreement you set up with this customer.
You need to configure an entitlement.
What should you do?
A. Create an entitlement with two service level agreements (SLAs) for each type of support.
B. Create an entitlement, and link to two cases for each type of support. OC
C. Create an entitlement, with two entitlement channels for each type of support.
D. Create an entitlement, and link to two templates for each type of support.
Answer: C

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Explanation:
Ref: http://inogic.com/blog/2014/06/entitlements-in-dynamics-crm-2013-spring-release/

NO.4 What is required to view a Dynamic Excel report?
A. Have Outlook Client installed.
B. Create the export from a System View.
C. Have system administrator rights.
D. Save the Advanced Find query in Microsoft Dynamics CRM.
Answer: A

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NO.5 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
Answer: D

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

NO.6 You need a dashboard that shows your cases only. Which dashboard should you use?
A. Customer Service Operations
B. Customer Service Representative
C. Customer Service Performance
D. Sales Performance Dashboard
Answer: B

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NO.7 You plan to bulk import new case records.
You do not want the service level agreement (SLA) to apply to the new cases.
What should you do?
A. Set the Disable the SLAs system option.
B. Pause all SLAs.
C. Set the Ignore SLAs import option.
D. Deactivate all SLAs.
Answer: D

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Explanation:
Ref: http://www.microsoft.com/en-us/dynamics/crm-customer-center/disable-or-enableservice-
level-agreements-slas-for-cases.aspx

NO.8 A customer with an open opportunity selects one of your company's competitors.
You need to change the status of this opportunity so that the opportunity no longer shows in Open
Opportunities.
What should you do?
A. Mark all activities on the opportunity as complete.
B. Close the opportunity as lost.
C. Change the estimated revenue to zero.
D. Activate all draft quotes related to the opportunity.
Answer: B

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Explanation:
Ref: http://www.microsoft.com/en-us/dynamics/crm-customer-center/close-an-opportunityas-won-
or-lost.aspx

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Exam Code: MB2-704
Exam Name: Microsoft Dynamics CRM Application
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MB2-704 Real Exams Total Q&A: 89 Questions and Answers
Last Update: 07-09,2015

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