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MB2-714: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:

Duration120 mins
Passing Score700 / 1000
Number of Questions40-60
Sample QuestionsMicrosoft Dynamics CRM 2016 Customer Service Sample Questions
Exam NameMicrosoft Certified Professional (MCP) - Microsoft Dynamics CRM 2016
Books / Training80726: Customer Service in Microsoft Dynamics CRM 2016
80715: Office 365 Integration with Microsoft Dynamics CRM Online
Exam Price$165 (USD)
Schedule ExamPearson VUE
Exam CodeMB2-714

How to study the MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam

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

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Microsoft MB2-714 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Manage Cases and the Knowledge Base30-35%- Configure case routing and resolution
- Create and manage cases
- Implement knowledge base management
- Integrate knowledge base with cases
Topic 2: Field Service and Service Analysis10-15%- Create and manage surveys
- Analyze service performance and reports
- Configure FieldOne integration
Topic 3: Manage Queues, Entitlements, and SLAs30-35%- Set up and apply entitlements
- Configure SLA timers and actions
- Configure and manage queues
- Define and manage Service Level Agreements (SLAs)
Topic 4: Manage Service Scheduling and Interactive Service Hub20-25%- Use and configure Interactive Service Hub
- Implement Unified Help Desk functionality
- Configure service scheduling rules
- Manage resources and service activities

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