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Exam MB2-714
Microsoft Dynamics CRM 2016 Customer Service

Published: January 22, 2016
Languages: English, Chinese (Simplified), French, German, Japanese, Spanish
Audiences: Information workers
Technology: Microsoft Dynamics CRM
Credit toward certification: Specialist

Skills measured
This exam measures your ability to accomplish the technical tasks listed below. The percentages indicate the relative weight of each major topic area on the exam. The higher the percentage, the more questions you are likely to see on that content area on the exam. View video tutorials about the variety of question types on Microsoft exams.

Please note that the questions may test on, but will not be limited to, the topics described in the bulleted text.

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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


Preparation options

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Self-paced training
Online learning through the Microsoft Dynamics Learning Portal (DLP) is available to Microsoft Dynamics Partners who have purchased a training pack. If you haven’t purchased a training pack, sign in to PartnerSource and view the training pack details page. Find out how to gain access to the DLP site.
These DLP courses cover content for Exam MB2-714.
80726: Customer Service in Microsoft Dynamics CRM 2016
80715: Office 365 Integration with Microsoft Dynamics CRM Online
Customers on a service plan can access online learning from CustomerSource. Please contact mlxsupp@microsoft.com if you have questions.
From the community
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Who should take this exam?

Individuals wishing to obtain a certification in Dynamics CRM 2016 Customer Service should take this exam. The primary audience is a partner who sells and implements customer service modules in Microsoft Dynamics CRM 2016. This audience typically includes sales operations managers, customer service managers, service schedulers, administrators, office managers, executives, and consultants who want to demonstrate a foundational understanding of the application functionality. The exam is appropriate for those who are new to Dynamics CRM, yet have a background in the business process as well as Microsoft Office.
More information about exams

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Preparing for an exam
We recommend that you review this exam preparation guide in its entirety and familiarize yourself with the resources on this website before you schedule your exam. See the Microsoft Certification exam overview for information about registration, videos of typical exam question formats, and other preparation resources. For information on exam policies and scoring, see the Microsoft Certification exam policies and FAQs.
This preparation guide is subject to change at any time without prior notice and at the sole discretion of Microsoft. Microsoft exams might include adaptive testing technology and simulation items. Microsoft does not identify the format in which exams are presented. Please use this preparation guide to prepare for the exam, regardless of its format. To help you prepare for this exam, Microsoft recommends that you have hands-on experience with the product and that you use the specified training resources. These training resources do not necessarily cover all of the topics listed in the "Skills measured" section.

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