Microsoft Dynamics CRM 2016 Customer Service (MCP Microsoft Dynamics CRM 2016) Exam Syllabus

Microsoft Dynamics CRM 2016 Customer Service PDF, MB2-714 Dumps, MB2-714 PDF, Microsoft Dynamics CRM 2016 Customer Service VCE, MB2-714 Questions PDF, Microsoft MB2-714 VCE, MCP Microsoft Dynamics CRM 2016 Dumps, MCP Microsoft Dynamics CRM 2016 PDFUse this quick start guide to collect all the information about Microsoft Dynamics CRM 2016 Customer Service (MB2-714) Certification exam. This study guide provides a list of objectives and resources that will help you prepare for items on the MB2-714 Microsoft Dynamics CRM 2016 Customer Service exam. The Sample Questions will help you identify the type and difficulty level of the questions and the Practice Exams will make you familiar with the format and environment of an exam. You should refer this guide carefully before attempting your actual MCP Microsoft Dynamics CRM 2016 certification exam.

The Microsoft Dynamics CRM 2016 Customer Service certification is mainly targeted to those candidates who want to build their career in Microsoft Dynamics CRM domain. The Microsoft Certified Professional (MCP) - Microsoft Dynamics CRM 2016 exam verifies that the candidate possesses the fundamental knowledge and proven skills in the area of Microsoft MCP Dynamics CRM 2016.

Microsoft Dynamics CRM 2016 Customer Service Exam Summary:

Exam Name Microsoft Certified Professional (MCP) - Microsoft Dynamics CRM 2016
Exam Code MB2-714
Exam Price $165 (USD)
Duration 120 mins
Number of Questions 40-60
Passing Score 700 / 1000
Books / Training 80726: Customer Service in Microsoft Dynamics CRM 2016
80715: Office 365 Integration with Microsoft Dynamics CRM Online
Schedule Exam Pearson VUE
Sample Questions Microsoft Dynamics CRM 2016 Customer Service Sample Questions
Practice Exam Microsoft MB2-714 Certification Practice Exam

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

To ensure success in MCP Microsoft Dynamics CRM 2016 certification exam, we recommend authorized training course, practice test and hands-on experience to prepare for Microsoft Dynamics CRM 2016 Customer Service (MB2-714) exam.

Rating: 4.9 / 5 (46 votes)