PDF Version DemoMB2-714:Microsoft Dynamics CRM 2016 Customer Service Certification Path
MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam is foundation level Certification, this exam has been retired.
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Microsoft Dynamics CRM 2016 Customer Service Exam Certification Details:
| 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 |
| Sample Questions | Microsoft Dynamics CRM 2016 Customer Service Sample Questions |
| Exam Price | $165 (USD) |
| Exam Code | MB2-714 |
| Schedule Exam | Pearson VUE |
| Duration | 120 mins |
| Exam Name | Microsoft Certified Professional (MCP) - Microsoft Dynamics CRM 2016 |
Reference: https://www.microsoft.com/en-us/learning/exam-mb2-714.aspx
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Microsoft MB2-714 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Manage Service Scheduling and Interactive Service Hub | 20-25% | - Configure service scheduling rules - Use and configure Interactive Service Hub - Implement Unified Help Desk functionality - Manage resources and service activities |
| Manage Cases and the Knowledge Base | 30-35% | - Implement knowledge base management - Configure case routing and resolution - Create and manage cases - Integrate knowledge base with cases |
| Manage Queues, Entitlements, and SLAs | 30-35% | - Configure and manage queues - Define and manage Service Level Agreements (SLAs) - Set up and apply entitlements - Configure SLA timers and actions |
| Field Service and Service Analysis | 10-15% | - Analyze service performance and reports - Configure FieldOne integration - Create and manage surveys |
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