NO.1 You lose an active opportunity and close it in Microsoft Dynamics CRM.
What are two results of closing the opportunity? Each correct answer presents part of the solution.
Choose two.
A. The opportunity is removed from the list of active opportunities.
B. Notes and attachments associated with the opportunity are saved for future reference.
C. All activities associated with the opportunity are automatically deactivated.
D. The opportunity cannot be reactivated.
Answer: A,B

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NO.2 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.3 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.4 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.5 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.6 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

NO.7 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.8 You create an opportunity and need to add products.
What should you do before adding the opportunity products?
A. Set a price list.
B. Change the revenue setting to user provided.
C. Set estimated revenue.
D. Change the revenue setting to system calculated.
Answer: A

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Exam Code: MB2-704 Exam PDF
Exam Name: Microsoft Dynamics CRM Application
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