Free Microsoft MB2-718 Exam Practice Questions & Explanations
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Contoso uses Dynamics 365 Field Service. A case for a faulty industrial pump requires an on-site technician visit. The dispatcher must be able to schedule a resource, capture the work performed, and record parts used.
What should the agent do from the case?
In Dynamics 365 Field Service, cases requiring on-site work are converted to work orders. The work order carries the incident type (which defaults the required service tasks, products and services), and dispatchers schedule the resulting resource requirement using the Schedule Board or schedule assistant. Technicians then record work performed, service tasks and products used.
Opportunities are sales records. Service Activities belong to the older service scheduling model and do not capture parts used. Resource requirements are generated from the work order (or bookable requirement), not added directly to a case.
A service manager needs a single dashboard where she can see her team's active cases split by priority, filter all charts at once by a time frame, and drill into the underlying case list to reassign work. She also wants tiles that count cases per queue.
Which dashboard type should you create?
Multi-stream interactive dashboards display several data streams (for example cases by queue or by priority) side by side, support visual filters and a global time-frame filter that applies to all streams, include tiles for counts, and allow inline actions such as assign, route or resolve directly from a stream.
Single-stream dashboards show one stream only, typically for a tier-2 specialist working a single queue. Classic dashboards lack visual filters and inline record actions. Excel export is not a dashboard type.
You have published a Voice of the Customer survey and want the response to be automatically associated with the case that triggered the email, and you want to avoid asking the customer for their name and email again.
What should you do?
Voice of the Customer relies on the survey invitation link generated from the survey record (inserted into an email or email template as the survey snippet). That link carries the invitation/context data, so the survey response is automatically linked to the regarding record such as the case and to the contact, and piped data can pre-populate fields like the customer's name.
A plain URL loses the invitation context. Anonymous surveys deliberately strip identity, and matching by date is unreliable. Allowing multiple responses does not associate responses with cases.
Contoso's support team keeps writing the same troubleshooting steps into case notes. The manager wants agents to search existing knowledge from within the case form, attach the article to the case, and email a link to the customer, while also tracking which articles resolve the most cases.
Which combination of actions should you take? (Choose two.)
Knowledge Management must first be enabled for the Case entity (via Settings > Service Management > Embedded Knowledge Search / the Knowledge Base Management wizard, or the entity's Knowledge Management checkbox). Then adding the Knowledge Base Search control to the case form gives agents in-context search with actions to link the article to the case, email a link, or copy the URL. Linking articles also produces usage data so you can report on which articles resolve cases.
Sales Literature, Word templates and Activity Feeds do not provide knowledge search, linking or article-usage tracking.
A customer service manager at Contoso wants agents to be able to resolve a parent case only after all of its child cases have been closed. Agents should also be able to close all child cases automatically when the parent case is resolved, without touching each child record.
Where do you configure this behavior?
Parent/child case behavior is defined organization-wide in Settings > Administration > System Settings on the Service tab. There you choose which attributes are inherited from parent to child case, whether closing a parent case closes all child cases, and whether a parent case can be closed while child cases are still active.
Form properties and business rules cannot enforce the cascading close logic; SLAs govern first response and resolve-by timers, not case hierarchy; and Relationship Insights is not where hierarchy closure rules are set.