MB2-714 (Microsoft Dynamics CRM 2016 Customer Service)

As I prepare for my exam I’ve shared my notes on all aspects customer service. Below are a collection of posts connected with the MB2-714 exam. I hope they help with your preparation.

It is important to understand that I am not trying to cover every aspect of CRM customer service. These are my notes used for revision. I can’t guarentee they cover every peice of information needed to pass the exam but they should help.

You may notice that the 2016 exam covers some new concepts such as interactive service hub, FieldOne, Unified Service Desk and Voice of the Customer. So you might have plenty of new topics to review. Along with some exciting revision on topics like queues, case routine and service scheduling.

Good luck.

Customer Service Exam Content

Introduction to customer service concepts

Case Management

Knowledge Base

Queue Management

Service Level Agreements


Service Scheduling

Interactive Service Hub

Unified Service Desk

Service Analysis


Voice of the Customer







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