MB2-718 Agent Practice Questions

A customer reports an issue with their order in the portal. What is the first step for the service agent?

• AA. Forward the issue to the manager
• BB. Ask the customer for feedback
• CC. Log the issue in CRM
• DD. Call the customer

A service agent has resolved a customer complaint. What should they do next?

• AA. Mark it as resolved
• BB. Send a survey
• CC. Close the case
• DD. Notify a supervisor

During a service interaction, how can an agent ensure they are compliant with company policies?

• AA. Ignore company policies
• BB. Discuss with peers
• CC. Refer to the policy handbook
• DD. Contact IT

A customer wants to change their billing information. Which Dynamics feature should the agent use?

• AA. Log a complaint
• BB. Create a new case
• CC. Update contact information
• DD. Submit a ticket

A customer is unhappy with the wait time for service. How should the agent address the dissatisfaction?

• AA. Ignore the feedback
• BB. Offer a discount
• CC. End the conversation
• DD. Apologize and provide an explanation

If a customer is frequently asking for the same support, what is a good practice for the service agent to follow?

• AA. Close their case
• BB. Refer them to a competitor
• CC. Send them a survey
• DD. Create a knowledge base article