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- MB2-718: Microsoft Dynamics 365 for Customer Service
Free MB2-718: Microsoft Dynamics 365 for Customer Service Exam Questions and Answers
Last updated: May 11, 2025
Examtopics MB2-718: Microsoft Dynamics 365 for Customer Service Prepaway Real Exam Questions and dumps free download
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1692-MB2-718: Microsoft Dynamics 365 for Customer Service
#Question
If an agent discovers a customer has an ongoing issue not addressed, what is the next step?
A.
Close the case
B.
Re-engage the customer
C.
Ignore the problem
D.
Hand-off to another team
Correct Answer:
B
Re-engaging the customer allows the agent to acknowledge the issue, showing commitment and providing a resolution.
#Question
A service agent notices that they often skip documenting their interactions. What should they do?
A.
Ignore the importance
B.
Ask a colleague to document
C.
Prioritize accurate documentation
D.
Continue as they are
Correct Answer:
C
Prioritizing accurate documentation ensures that all customer interactions are effectively tracked and available for future reference.
#Question
A customer inquires about a service not available in their region. How should the agent respond?
A.
Change the subject
B.
Offer a service anyway
C.
Direct them to the right option
D.
Apologize and ignore
Correct Answer:
C
Directing them to the right option reflects a proactive approach to provide appropriate assistance without misleading the customer.
#Question
How can agents better prioritize caseloads effectively?
A.
Ignore urgency
B.
Random selection
C.
Analyze case urgency
D.
Follow personal preferences
Correct Answer:
C
Analyzing case urgency helps prioritize workload effectively, ensuring that critical customer issues receive prompt attention.
#Question
If a customer requests a cancellation, what is critical for the agent to do?
A.
Ask for reasons and feedback
B.
Suggest alternatives
C.
Process it immediately
D.
Ignore their request
Correct Answer:
A
Asking for reasons and feedback not only helps understand customer decisions but also provides opportunities for improvement.
#Question
What is a good reason for a customer to receive a follow-up after service?
A.
Check for upselling
B.
Verify transaction details
C.
Ensure their issue is resolved
D.
Avoid future complaints
Correct Answer:
C
Following up ensures that customers feel supported and that their problems have been resolved satisfactorily.
#Question
A service agent wants to review their performance metrics. What should they look for?
A.
Average handling time
B.
Company expenses
C.
Customer complaints
D.
Colleague performance
Correct Answer:
A
Analyzing average handling time helps indicate personal efficiency and areas needing improvement to optimize customer service.
1692-MB2-718: Microsoft Dynamics 365 for Customer Service
#Question
If an agent discovers a customer has an ongoing issue not addressed, what is the next step?
A.
Close the case
B.
Re-engage the customer
C.
Ignore the problem
D.
Hand-off to another team
Correct Answer:
B
Re-engaging the customer allows the agent to acknowledge the issue, showing commitment and providing a resolution.
#Question
A service agent notices that they often skip documenting their interactions. What should they do?
A.
Ignore the importance
B.
Ask a colleague to document
C.
Prioritize accurate documentation
D.
Continue as they are
Correct Answer:
C
Prioritizing accurate documentation ensures that all customer interactions are effectively tracked and available for future reference.
#Question
A customer inquires about a service not available in their region. How should the agent respond?
A.
Change the subject
B.
Offer a service anyway
C.
Direct them to the right option
D.
Apologize and ignore
Correct Answer:
C
Directing them to the right option reflects a proactive approach to provide appropriate assistance without misleading the customer.
#Question
How can agents better prioritize caseloads effectively?
A.
Ignore urgency
B.
Random selection
C.
Analyze case urgency
D.
Follow personal preferences
Correct Answer:
C
Analyzing case urgency helps prioritize workload effectively, ensuring that critical customer issues receive prompt attention.
#Question
If a customer requests a cancellation, what is critical for the agent to do?
A.
Ask for reasons and feedback
B.
Suggest alternatives
C.
Process it immediately
D.
Ignore their request
Correct Answer:
A
Asking for reasons and feedback not only helps understand customer decisions but also provides opportunities for improvement.
#Question
What is a good reason for a customer to receive a follow-up after service?
A.
Check for upselling
B.
Verify transaction details
C.
Ensure their issue is resolved
D.
Avoid future complaints
Correct Answer:
C
Following up ensures that customers feel supported and that their problems have been resolved satisfactorily.
#Question
A service agent wants to review their performance metrics. What should they look for?
A.
Average handling time
B.
Company expenses
C.
Customer complaints
D.
Colleague performance
Correct Answer:
A
Analyzing average handling time helps indicate personal efficiency and areas needing improvement to optimize customer service.
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