Before you purchase anywhere, ask two questions: is the bank valid, and is my money safe? CertkingdomPDF answers both for the MB2-718 exam — continuous version checks, a strict information safety system, and a written refund policy for Microsoft Dynamics 365 for Customer Service buyers.
Microsoft MB2-718 Exam Overview:
| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics 365 for Customer Service |
| Exam Number: | MB2-718 |
| Exam Format: | Scenario-based, Drag and drop, Multiple choice, Multiple response |
| Exam Duration: | 150 minutes |
| Certificate Validity Period: | Retired on March 31, 2017; no longer active |
| Related Certifications: | MCP MCSE: Business Applications |
| Passing Score: | 700 / 1000 |
| Exam Price: | $165 USD |
| Real Exam Qty: | 45-60 |
| Available Languages: | English, Japanese |
| Recommended Training: | Microsoft Official Learning Path Microsoft Partner Training |
| Exam Registration: | Pearson VUE Registration Microsoft Exam Page |
| Sample Questions: |  |
| Exam Way: | Proctored onsite at Pearson VUE centers or online proctored (before retirement) |
| Pre Condition: | Recommended: Basic knowledge of Dynamics CRM/Dynamics 365, customer service processes, and relational databases; no mandatory prerequisites |
| Official Syllabus URL: | https://www.microsoft.com/en-us/learning/exam-mb2-718.aspx |
Microsoft MB2-718 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configure Unified Service Desk | 20% | - Hosted controls and configuration - Session management and integration - Toolbars, navigation rules, and events |
| Topic 2: Implement Service Management Analysis and Voice of the Customer | 25% | - Voice of the Customer surveys
|
| Topic 3: Manage Cases, Knowledge Base, and Interactive Service Hub | 35% | - Configure Interactive Service Hub / Customer Service Hub
|
| Topic 4: Manage Dynamics 365 Field Service Integration | 20% | - Field service and customer service integration - Resource management and scheduling - Products, price lists, and territories |
Straight Answers for Microsoft Dynamics 365 for Customer Service Candidates
Microsoft recommends the following official training resources:
Choose the format that fits your schedule, then reinforce it with regular question practice.
The latest exam information lists 45-60 questions for the MB2-718 exam, to be completed within 150 minutes minutes. Knowing the format cold is half the battle — timed practice handles the other half.
These are the core domains of the Microsoft Dynamics 365 for Customer Service blueprint:
- Manage Dynamics 365 Field Service Integration (20%)
- Implement Service Management Analysis and Voice of the Customer (25%)
- Configure Unified Service Desk (20%)
The remaining domains appear in the full official outline, all of which our bank addresses.
Microsoft sets the following prerequisites for the Microsoft Dynamics 365 for Customer Service: Recommended: Basic knowledge of Dynamics CRM/Dynamics 365, customer service processes, and relational databases; no mandatory prerequisites.
Check the current requirements on the official certification page before scheduling.
Validity is maintained, not assumed. Our dedicated IT team checks the system and pushes new versions to the site continuously, so the MB2-718 bank on sale is always the latest — with expert-verified answers across the Microsoft Dynamics 365 for Customer Service objectives. You can also pick the format that fits your devices: an easy-to-read PDF, a Windows PC test engine, or a browser-based online engine for Windows, Mac, Android, and iOS. Questions? Support replies to instant messages and emails within two hours.
Upon successful payment, the complete materials are available immediately: a download link on screen and an automatic email to your mailbox within about a minute. If nothing arrives within two hours, check spam and contact support. Every purchase carries a 365-day service warranty — you can download the latest valid version free whenever it is released, no matter when you bought — and a 50% renewal discount follows when the period ends.
Use the official registration channels below:
Pick a center or online appointment that suits your timeline, and book early for the best selection of dates.
Yes, we keep our promises — in writing. If you fail the corresponding exam within 60 days of purchase, email us a scanned copy of your enrollment slip and your official Score Report PDF within two days of the exam date; we process verified refunds in full within seven days. The exclusions are plain: exams taken within three days of purchase, candidate names that do not match the payer, and free or expired products. If you prefer, we will exchange your product for two others of equal value at no charge.
As of the latest information, the MB2-718 exam's passing score is 700 / 1000 and the registration fee is $165 USD. Microsoft can adjust either figure, so verify both on the official site before you book.
Microsoft Dynamics 365 for Customer Service Sample Questions:
You create a queue and assign it to a team. Which type of queue is created?
- A. Escalation
- B. System
- C. Personal
- D. Shared
Correct Answer: D 🗳️
You have a Microsoft Dynamics 365 environment You implement Field Service. You need to check the work order instructions in the Field Service mobile app. Which tab on the work order contains instructions?
- A. Other
- B. Info
- C. Incidents
- D. Booking
Correct Answer: B 🗳️
Which two of the following are valid routing rule actions? Each correct answer presents part of the solution.
- A. Cancel Case
- B. Send Email
- C. Assign to User/Team
- D. Route to Queue
Correct Answer: C,D 🗳️
You need to merge eight similar cases. Which of the following statements is true?
- A. You can merge all eight cases at the same time.
- B. You can only merge the cases if all related activities are closed.
- C. You can only merge the cases if a parent/child relationship exists between the cases.
- D. You can only merge two cases at a time.
Correct Answer: A 🗳️
You have a Microsoft Dynamics 365 environment and you are using Unified Service Desk
(USD) in a call center scenario. Users must be able to ask their customers questions that will trigger defined follow on actions. You need to provide users with guidance for their customer interactions. What should you use?
- A. knowledge management
- B. CRM workflows
- C. CRM dialogs
- D. agent scripts
Correct Answer: D 🗳️
Hilary 
Verna 
Molly 
Everley 
Nathaniel 
Wendell 
Stanford 
Hermosa 
Aubrey 
Montague 
Murray 
Elsa 
Patricia 
