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Introduction to MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam
Candidates for MB2-714 Exam are seeking to prove fundamental Microsoft Dynamics CRM knowledge and skills. Before taking this exam, exam aspirants ought to have a solid fundamental information of the concepts shared in preparation guide.
It is suggested that professionals accustomed to the ideas and also the technologies represented here by taking relevant training courses. Candidates are expected to have some hands-on experience with Windows based Microsoft Dynamics CRM covering use of fieldone with service management, microsoft power BI service dashboards, survey distribution options , creation and configuration of these surveys. After passing this exam, candidates get a certificate from Microsoft that helps them to demonstrate their proficiency in Windows Microsoft Dynamics CRM Fundamentals to their clients and employers.
Reference: https://www.microsoft.com/en-us/learning/exam-mb2-714.aspx
Microsoft MB2-714 Exam Syllabus Topics:
| Topic | Details |
|---|---|
| Manage cases and the knowledge base (25-30%) | |
| Create and manage cases | -Work with the case list and views; search for case records; create a new case record; understand fields on a default case form; analyze business process flows; convert activities to cases; understand the case resolution process; use case routing rules; use case creation rules |
| Create and manage the knowledge base | -Search for articles; associate an article with a case; use knowledge base articles to help resolve cases; create, manage, and maintain knowledge base article templates; create, modify, and publish knowledge base articles; format articles; attach knowledge base articles to email messages |
| Manage queues, entitlements, and service level agreements (SLAs) (25-30%) | |
| Create and manage queues | -Understand system queues and personal queues; create and maintain queues; add cases and activities to queues; work with queue items; implement case routing |
| Create and manage entitlements | -Create and maintain entitlement templates; create a new entitlement; add entitlement lines; associate products; associate entitlement channels; associate an SLA; activate an entitlement; renew an entitlement |
| Create and manage SLAs | -Understand standard and enhanced SLAs; create SLA actions and details; use SLAs on-demand; manage cases with SLAs; manage service scheduling, interactive service hub, and the unified service desk |
| Manage service scheduling, interactive service hub, and the unified help desk (20-25%) | |
| Implement and manage service scheduling | -Understand service scheduling scenarios; understand the service scheduling process flow; define and manage resources; implement customer service schedules; create and manage resource groups; define sites, holiday schedules, and services; schedule service activities in the service calendar; manage service activities |
| Work with the interactive service hub and the unified service desk | -Work with single-stream and multi-stream dashboards; manage queues and cases from streams; create interactive dashboards; understand the unified service desk; understand integrated agent desktop components |
| Work with FieldOne and surveys and perform service management analysis (20-25%) | |
| Perform service management analysis | -Use Microsoft Power BI service dashboards; work with the service calendar; work with service reports; work with service dashboards; work with system charts for cases; understand service metrics and goals; create goals for case records |
| Use FieldOne with service management | -Understand FieldOne functionality; identify reasons to automate the field service organization; identify the benefits of using FieldOne |
| Work with surveys | -Understand survey distribution options; create and configure surveys; capture responses |
How much MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam Cost
The price of the MB2-714:Microsoft Dynamics CRM 2016 Customer Service exam has been retired by Microsoft. You can refer to Microsoft Training website.
Microsoft Dynamics CRM 2016 Customer Service Exam Certification Details:
| Sample Questions | Microsoft Dynamics CRM 2016 Customer Service Sample Questions |
| Passing Score | 700 / 1000 |
| Exam Price | $165 (USD) |
| Duration | 120 mins |
| Exam Code | MB2-714 |
| Books / Training | 80726: Customer Service in Microsoft Dynamics CRM 2016 80715: Office 365 Integration with Microsoft Dynamics CRM Online |
| Schedule Exam | Pearson VUE |
| Exam Name | Microsoft Certified Professional (MCP) - Microsoft Dynamics CRM 2016 |
| Number of Questions | 40-60 |
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