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Microsoft MB2-714 real answers - Microsoft Dynamics CRM 2016 Customer Service

MB2-714
  • Exam Code: MB2-714
  • Exam Name: Microsoft Dynamics CRM 2016 Customer Service
  • Updated: Oct 15, 2025
  • Q & A: 92 Questions and Answers
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  • PDF Price: $59.98
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How much MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam Cost

The price of the MB2-714:Microsoft Dynamics CRM 2016 Customer Service exam has been retired by Microsoft. You can refer to Microsoft Training website.

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Who should take the MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam

The MB2-714 Exam certification is an internationally-recognized certification which help to have validation for those professionals who are keen to make their career in Microsoft Dynamics CRM domain. Candidates for this exam are familiar with general Microsoft Dynamics CRM concepts and the technologies. Candidates should have some hands-on experience with Windows-based Microsoft Dynamics CRM. It is good for these candidates

  • Service administrators
  • Customer service managers
  • Service schedulers
  • Sales operations managers
  • Office managers
  • Executives
  • Consultants

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

Only need to practice for 20 to 30 hours

You will get to know the valuable exam tips and the latest question types in our MB2-714 certification training files, and there are special explanations for some difficult questions, which can help you to have a better understanding of the difficult questions. All of the questions we listed in our MB2-714 practice exam materials are the key points for the IT exam, and there is no doubt that you can practice all of MB2-714 best questions within 20 to 30 hours, even though the time you spend on it is very short, however the contents you have practiced are the quintessence for the IT exam. And of course, if you still have any misgivings, you can practice our MB2-714 certification training files again and again, which may help you to get the highest score in the IT exam.

Microsoft MB2-714 Exam Syllabus Topics:

TopicDetails
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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