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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.
Reference: https://www.microsoft.com/en-us/learning/exam-mb2-714.aspx
Who should take the MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam
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- Service schedulers
- Customer service managers
- Consultants
- Executives
- Service administrators
- Sales operations managers
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Introduction to MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam
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It is suggested that professionals accustomed to the ideas and also the technologies represented here by taking relevant training courses. Candidates are expected to have some hands-on experience with Windows based Microsoft Dynamics CRM covering use of fieldone with service management, microsoft power BI service dashboards, survey distribution options , creation and configuration of these surveys. After passing this exam, candidates get a certificate from Microsoft that helps them to demonstrate their proficiency in Windows Microsoft Dynamics CRM Fundamentals to their clients and employers.
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Microsoft MB2-714 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Process Automation | - Business process flows - Workflows |
| Topic 2: Customization and Integration | - System integration concepts - Entity customization |
| Topic 3: Customer Service Management | - Knowledge base management - Case management - Queue management - Entitlements and SLAs |
| Topic 4: Service Configuration and Administration | - Service settings configuration - Security roles for customer service - Service scheduling |
| Topic 5: Reporting and Analytics | - Dashboards - Reports |





