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Exam Code: MB2-704
Exam Name: Microsoft Dynamics CRM Application
One year free update, No help, Full refund!
MB2-704 Exam Prep Total Q&A: 89 Questions and Answers
Last Update: 03-29,2015

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NO.1 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.
Answer: A

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NO.2 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.3 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.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 You create a new entitlement.
What is the initial status of the entitlement?
A. Active
B. Waiting
C. Created
D. Draft
Answer: A

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NO.6 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.7 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.8 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

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