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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.

Microsoft MB2-714 Exam Syllabus Topics:

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

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

Candidates should apprehend the examination topics before they begin of preparation. because it'll extremely facilitate them in touch the core. Our MB2-714 exam dumps will include the following topics:

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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