Microsoft MB2-718 Actual Free Exam Questions & Community Discussion

Exam Code/Number: MB2-718
Exam Name/Title: Microsoft Dynamics 365 for Customer Service
Certification Provider: Microsoft
Corresponding Certification: Microsoft Dynamics 365

Exam Questions: 90
Updated On: May 26, 2026

Question #28

You are attempting to resolve a case.
For which situation will the system display a prompt before reaching the Case Resolution window?

A. The case has an open parent case.

B. The customer will exceed their entitlement allotment

C. The case has an open activity.

D. The case has a service-level agreement (SLA) that was not met.

Discussion 0

Correct Answer: C Vote an answer

Question #29

You install Microsoft Dynamics 365.
Which three knowledge base article templates are available? Each correct answer presents a complete solution.

A. Procedure

B. Coverage Dates

C. Standard KB Article

D. Solution to a Problem

E. Case Escalation

Discussion 0

Correct Answer: A,C,D Vote an answer

Question #30

You ship a replacement part to a customer.
The customer reports that they receive the incorrect part.
You need to initiate a process to return the product to the warehouse.
What should you do?

A. Create a new Inventory Adjustment record.

B. Create a new return merchandise authorization (RMA) record.

C. Create a new return to vendor (RTV) record.

D. Create a new Agreement record.

Discussion 0

Correct Answer: B Vote an answer

Explanation: Only visible for EduDump members. You can sign-up / login (it's free).

Question #31

You need to enable the Map view for the schedule board. What should you do first?

A. Enable Custom Geolocation.

B. Enable service territories.

C. Enable the connection to Bing Maps.

D. Select a resource details view.

Discussion 0

Correct Answer: C Vote an answer

Question #32

Which three of the following are valid survey response actions?

A. Toggle Visibility

B. Restart Survey

C. Chain Survey

D. End Survey

E. Auto-Populate

Discussion 0

Correct Answer: A,C,D Vote an answer

Question #33

What are the states a knowledge base article can be in?

A. Active. Approved, Draft, Inactive, or Scheduled

B. Active or Inactive

C. Approved, Archived, Discarded, Draft. Expired, or Scheduled

D. Approved, Cancelled. Draft Expired. On Hold, or Scheduled

Discussion 0

Correct Answer: C Vote an answer

Explanation: Only visible for EduDump members. You can sign-up / login (it's free).

Question #34

Your organization has a custom entity.
You need to ensure that the custom entity is available from the interactive service hub.
Which setting for the entity should you modify?

A. Enable for interactive experience

B. Enable for knowledge management

C. Enable for SLA

D. Enable for mobile

Discussion 0

Correct Answer: A Vote an answer

Question #35

You have the Customer service representative security role. You apply a filter to the active case system view. You need to save the view. What should you do?

A. Save the filtered view.

B. Use Save As and give the view a new name.

C. Create a personal view.

D. Pin the view.

Discussion 0

Correct Answer: B Vote an answer

Question #36

You manage a Microsoft Dynamics 365 deployment You need to enable editable grids for an entity. What should you do?

A. Customize the entity.

B. Modify the system settings.

C. Configure the Microsoft Dynamics CRM for Outlook add-in.

D. Use the System Customizer tool.

Discussion 0

Correct Answer: A Vote an answer

Explanation: Only visible for EduDump members. You can sign-up / login (it's free).

Download Free Microsoft MB2-718 Demo

Simply submit your e-mail address below to get started with our free demo of your Microsoft MB2-718 exam.