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Microsoft MB2-704

Microsoft Dynamics CRM Application

Free Questions in OTE format

File Date Q&A Votes Size  
Microsoft.MB2-704.v2016-03-28.89q.ote 2016-03-28 89 0/0 80.08 Kb

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About Microsoft MB2-704 dump

This exam is intended for individuals who plan to implement, use, maintain or support Microsoft Dynamics CRM 2015 Sales and Customer Service applications in their organisations. This audience typically includes sales operation managers, customer service managers, service schedulers, administrators, office managers, executives and consultants who want to demonstrate a foundational understanding of the application functionality.
This exam measures your ability to accomplish the technical tasks listed below.
Apply sales management concepts (10–15%)

  • Work with customers
    Identify customers who would benefit from sales management, identify core record types, describe how core record types are used in sales management, create and maintain customer records
  • Manage sales operations
    Create, maintain and use sales literature; create and maintain competitors; create and maintain sales territories; configure multiple currencies
  • Understand social listening
    Identify social media channels, create and run search to listen for keywords, create an alert, determine where social insights can be added

Manage leads and opportunities (10–15%)

  • Work with leads
    Determine when to use leads and opportunities, create and maintain leads, qualify and disqualify leads, convert email messages to leads, describe stages and steps in the lead process ribbon, describe the lead conversion process
  • Create opportunities
    Create and maintain opportunities, convert activities and leads to opportunities, evaluate when to use system-calculated or user-provided values for revenue fields, describe stages and steps in the opportunity process ribbon
  • Manage opportunities
    Close opportunities; view resolution activities; work with opportunity views; create and maintain opportunity connections; add post, activities and notes in the collaboration pane; assign ownership of opportunity records to users or teams; add sales teams to opportunity records

Process sales (10–15%)

  • Manage the product catalogue
    Create unit groups, create products and add them to the product catalogue, create price lists, create tailored price lists, create product kits and product bundles, group products by using product families, view product relationships by using hierarchy visualisation, manage multiple currencies
  • Work with opportunities and quotes
    Add opportunity products, capture product properties, suggest cross-sell and up-sell products, create new quotes, create a quote from an opportunity, activate and revise quotes, determine the impact of different currencies on price calculations and price lists
  • Work with orders and invoices
    Create new orders; create new invoices; convert a quote to an order to an invoice; identify quote status changes; select alternative price lists with opportunities, quotes, orders or invoice records

Analyse reports and sales (10–15%)

  • Manage sales metrics and goals
    Define goal metric records; configure fiscal periods; define goal records; describe target, actual and in-progress values for goal records; describe how to recalculate goals; describe a rollup query
  • Work with reports and views
    Build reports with Report Wizard; identify report outputs; export information to Microsoft Excel; differentiate between features of static and dynamic view exports to Excel; work with Advanced Find; share dashboards, charts and Advanced Find queries
  • Work with charts and dashboards
    Create, configure and share personal charts; create, configure and publish system charts; create new system dashboards; describe uses of web resources and IFrames; differentiate between personal and system dashboards, charts and views

Apply service management (10–15%)

  • Work with service management
    Identify customers who would benefit from service management, identify core record types, describe how core record types are used in service management
  • Work with business process flows
    Describe the purpose of business process flow in service management, identify what can be done programmatically in a business process flow, describe the rules-based branching feature of business process flow
  • Configure service management
    Create case routing rules, create automatic case creation rules, create and maintain the subject tree, configure parent-child case settings

Manage service cases (10–15%)

  • Work with cases
    Identify case lists and views, describe steps in automated case creation, identify benefits of case hierarchy, search for cases
  • Create cases
    Identify ways to create new cases; create new case record; convert activity records to cases; create parent-child cases; identify case relationships; add posts, activities and notes in the collaboration pane
  • Maintain cases
    Describe stages and steps in the case process ribbon; identify actions that can be taken on a case; merge cases; cancel, delete, resolve and reactivate cases; apply routing rules to cases
  • Work with the Knowledge Base
    Search for Knowledge Base articles; create and maintain article templates; create, approve and publish articles; search articles from case records; associate articles to a case; send Knowledge Base articles
  • Use queues
    Differentiate between system and personal queues, create and maintain queues, assign cases and activities to queues, work with queue items, describe the process of working with queues, describe how case routing rules apply to queues

Manage contracts and entitlements (10–15%)

  • Work with entitlements
    Create entitlement templates, create entitlements for a customer, add entitlement lines and associate with products, identify channels supported for entitlements, identify when case entitlements decrement and increment, describe the entitlement life cycle
  • Work with service level agreements (SLAs)
    Identify SLA tracking KPIs and indicators, create a service level agreement, create SLA items, associate a service level agreement with an entitlement, describe the purpose of the timer control on the case form, configure service system settings for SLAs

Work with service scheduling (10–15%)

  • Service scheduling concepts
    Identify customers who would benefit from service scheduling functionality, define service scheduling terminology, identify service scheduling process flow
  • Manage service scheduling operations
    Configure work hours for users and facilities/equipment, limit a resource’s availability, create resource groups, create a site and associate resources with it, create customer service schedules, create holiday schedules
  • Maintain services and capacity planning
    Define capacity planning, create a new service record, add a selection rule for required users and resources, configure account and contact service preferences, create a service with a same-site selection rule
  • Schedule service activities
    Schedule a service activity in the Service Calendar, schedule specific resources by using the scheduling engine, schedule a service activity with same site rules, reschedule service activities, change the status of service activities, display and resolve scheduling conflicts

Analyse and report on service management (5–10%)

  • Manage service metrics and goals
    Identify typical service goals and metrics, create a monthly metric and goal for case records, describe steps for adding a Target-In-Progress-Actual chart to the service dashboard
  • Work with service management reports
    Identify key features and uses of the Service Activity Volume report, evaluate which service management report is best used in a given situation, identify key features and uses of the Case Summary Table report
  • Work with charts and dashboards
    Identify service management system dashboards, create a personal service dashboard, create a system chart for service management

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