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How to Prepare For MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam
Preparation Guide for MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam
Introduction
Microsoft has created a track for Customer service professionals to get certified Microsoft Dynamics CRM on the windows platform. This certification program provides Windows Microsoft Dynamics CRM professionals a way to demonstrate their skills. The assessment is based on a rigorous exam using industry standard methodology to determine whether a candidate meets Microsoft's proficiency standards.
According to Microsoft, a Microsoft Certified Professional enables organizations to leverage Microsoft windows Microsoft Dynamics CRM technologies. With a thorough understanding of windows Microsoft Dynamics CRM including create and manage cases, creation of knowledge base, analysis of business flows to drive business objectives.
Certification is evidence of your skills, expertise in those areas in which you like to work. There are many vendors in the market that are providing these certifications. If candidate wants to work on Microsoft windows Microsoft Dynamics CRM and prove his knowledge, certification offered by Microsoft. This MB2-714 Exam Certification helps a candidate to validates his skills in Microsoft Dynamics CRM Technology.
In this guide, we will cover the MB2-714:Microsoft Dynamics CRM 2016 Customer Service Certification exam, MB2-714:Microsoft Dynamics CRM 2016 Customer Service Certified professional salary and all aspects of the MB2-714:Microsoft Dynamics CRM 2016 Customer Service Certification.
Reference: https://www.microsoft.com/en-us/learning/exam-mb2-714.aspx
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 |
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