Free Microsoft MB2-704 Exam Dumps Questions & Answers

You complete your work on a queue item and want to allow others to work on it.
What should you do?

• A.Release the queue item.
• B.Save your changes to the queue item.
• C.Route the queue item.
• D.Change the action to Work On.

You create a case and link it to a standard service level agreement (SLA) with the timer configured on the case form.
You need to review the case status and report the information to your manager.
Which piece of information about the time of the case is available?

• A.Failure time
• B.Total time the case is on hold
• C.Warning time
• D.Total time the case is in processing

You work at the support desk for a software company.
When the newest version of a popular app is released, you receive an influx of support requests regarding an issue. The research and development team identify the issue as a bug and prepare to fix it.
You need to identify existing cases in which this bug was reported and relate them to one another so that they can be closed simultaneously when the bug fix has been released.
What should you do?

• A.From the child case, select similar cases to find the cases that reported the bug.
• B.From the active cases view, select all of the cases that are reporting the bug, and then select associate child cases.
• C.From the parent case, select create child case for each of the cases that reported the bug.
• D.From the active cases view, select all of the cases that are reporting the bug, and then select merge cases.

You identify and create a new case. Your service team's process requires that you hand the case off to another service representative for resolution by adding the case to the service representative's My Active Cases system view.
You need to ensure that the service representative sees the new case in this view.
Which action should you perform on the case?

• A.Assign
• B.Fellow
• C.Switch process
• D.Share OC

Your organization uses territories in Microsoft Dynamics CRM to manage sales.
You need to ensure that all sales managers and sales people are associated with the correct territories.
What should you do?

• A.Add a sales manager and the relevant sales people as members to each territory.
• B.Add a sales manager to each territory record and to each sales person's user record.
• C.Add a territory to each sales person's record, and add the sales manager and territory to each opportunity record.
• D.Add the relevant sales people to each territory record, and make the sales manager the owner of the territory record.