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Exam Code:
MB2-704Exam Name: Microsoft Dynamics CRM Application
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MB2-704 Exam PDF Total Q&A: 89 Questions and Answers
Last Update: 03-15,2015
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NO.1 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.2
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.3
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.4 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.5
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
NO.6
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.7
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.8
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
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