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Microsoft Dynamics CRM 2016 Customer Service (MB2-714) Practice Exam - Retired

Microsoft Dynamics CRM 2016 Customer Service (MB2-714) Practice Exam

About Microsoft Dynamics CRM 2016 Customer Service (MB2-714) Practice Exam

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.

  • Languages: English, Chinese (Simplified), French, German, Japanese, Spanish
  • Audiences: Information workers
  • Technology: Microsoft Dynamics CRM
  • Credit toward certification: MCP
  • Price: $165.00 USD*

Exam Schedule

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

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.

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