MB2-718

You assign a case to a user named User A. User A is not available to work on the case. The customer service manager moves the case to the queue for User B. Which of the following statements is true? A. User A still owns the case, but the case...

You implement the Unified Service Desk (USD). You plan to implement a window navigation rule. Which two statements are true? Each answer represents a complete solution.A . You must populate the form and entity or URL fields for specific rules.B . Rules are evaluated based on the order number,C ....

You create a service level agreement {SLA) that wilt fail after seven days. You select a service calendar that uses 24-hour work days and no holidays. Saturday and Sunday are configured to be non-working days. If no action is taken, how many calendar days can pass before the SLA fails?A...

You need to change the warehouse location for product inventory. What should you do?A . Create a new Product Relationship record.B . Create a new Warehouse record.C . Create a new Inventory Transfer record.D . Create a new Inventory Adjustment record.View AnswerAnswer: D

Which two statements regarding case routing are true? Each correct answer presents a complete solution.A . You can add a maximum of five routing rule items to a routing rule setB . A workflow is automatically created for each routing rule.C . A maximum of three routing rule sets can...

You create and activate an entitlement for a customer. The entitlement is set to decrease allotment on case creation. The customer opens a case and you observe that the issue is caused by a bug on the software. You need to ensure the customer allotment is not affected by this...

You plan to deploy Unified Service Desk (USO). You need to install all USO components and verify the installation. Which three actions should you perform? Each correct answer presents part of the solutioiA . Deploy USO packages to the Microsoft Dynamics 365 instance.B . Install the USO client on a...

What is a limitation of the Field Service mobile app?A . Windows 10 phones do not support the app.B . You cannot work offline.C . GPS locations are not available.D . You cannot create follow-ups.View AnswerAnswer: D

You have a Microsoft Dynamics 365 environment and you are using Unified Service Desk (USD) in a call center scenario. Users must be able to ask their customers questions that will trigger defined follow on actions. You need to provide users with guidance for their customer interactions. What should you...

Which two security roles are created when you install the Field Service application? Each correct answer presents a complete solution.A . Field Service AdministratorB . Field Service DispatcherC . Field Service RepresentativeD . Field Service Read OnlyView AnswerAnswer: C,D