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Topics of MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam

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1. 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

2. 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

3. 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

4. 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

Describe related services

• Identify related online services; integrate Microsoft Social Engagement with Microsoft Dynamics CRM Online; manage campaigns with Microsoft Dynamics Marketing

Integrate Yammer and SharePoint Online

• Describe Yammer and SharePoint Online; identify SharePoint Online integration types; describe the integration process

Integrate OneNote, Skype, Skype for Business, Office 365 Groups, and OneDrive for Business

• Compare Dynamics CRM Notes and OneNote; identify storage location for OneNote notebooks; configure OneNote integration; integrate Skype and Skype for Business; identify limitations for Skype and Skype for Business; describe Office 365 Groups; identify requirements for Office 365 Groups; integrate Office 365 Groups with Microsoft Dynamics CRM Online

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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.

MB2-714:Microsoft Dynamics CRM 2016 Customer Service Certification Path

MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam is foundation level Certification, this exam has been retired.

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Microsoft MB2-714 Exam Syllabus Topics:

Reference: https://www.microsoft.com/en-us/learning/exam-mb2-714.aspx