MB2-714 Certification (Microsoft Dynamics CRM 2016 Customer Service) – Revision Guide

I created a series of posts as I revised for the MB2-714 certification. Microsoft Dynamics CRM2016 Service. Here is a collection of links to all of these posts. I hope these might help anyone preparing for the MB2-714 exam.

Revision Notes (Introduction)

Customer Service Concepts

Manage cases and the knowledge base

  • 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; analyse 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

Revision Notes

Manage queues, entitlements and service level agreements (SLAs)

  • 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

Revision Notes

Manage service scheduling, interactive service hub and the unified help desk

  • 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

Revision Notes

Work with FieldOne and surveys and perform service management analysis

  • 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 organisation; identify the benefits of using FieldOne
  • Work with surveys
    • Understand survey distribution options; create and configure surveys; capture responses

Revision Notes

22 thoughts on “MB2-714 Certification (Microsoft Dynamics CRM 2016 Customer Service) – Revision Guide

  1. Pingback: MB2-714 (Microsoft Dynamics CRM 2016 Customer Service): Voice of the Customer | Microsoft Dynamics CRM and Unified Service Desk

  2. Pingback: MB2-714 (Microsoft Dynamics CRM 2016 Customer Service): Service Analysis | Microsoft Dynamics CRM and Unified Service Desk

  3. Pingback: MB2-714 (Microsoft Dynamics CRM 2016 Customer Service): FieldOne | Microsoft Dynamics CRM and Unified Service Desk

  4. Pingback: MB2-714 (Microsoft Dynamics CRM 2016 Customer Service): Unified Service Desk | Microsoft Dynamics CRM and Unified Service Desk

  5. Pingback: MB2-714 (Microsoft Dynamics CRM 2016 Customer Service): Interactive Service Hub | Microsoft Dynamics CRM and Unified Service Desk

  6. Pingback: MB2-714 (Microsoft Dynamics CRM 2016 Customer Service): Service Scheduling | Microsoft Dynamics CRM and Unified Service Desk

  7. Pingback: MB2-714 (Microsoft Dynamics CRM 2016 Customer Service): Entitlements | Microsoft Dynamics CRM and Unified Service Desk

  8. Pingback: MB2-714 – Introduction to Customer Service Concepts | Microsoft Dynamics CRM and Unified Service Desk

  9. Pingback: New Year’s Eve 2016 | Microsoft Dynamics CRM and Unified Service Desk

  10. Hey Neil – Cleared MB2-714 and this time only referred to your revision guide. Thanks a lot for such a wonderful revision guide.

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  11. I am in delima and need guidance.

    I am in process of working for a client for which is looking to implement Microsoft dynamics CRM solution for its call center.
    Now I need to be a step ahead and really wanted to learn MS dynamics and do at least 1 MS CRM certification which will related to my work and help me excel.

    Please guide me which certification should I do both as a developer / consultant for this engagement. Please note that CRM implementation is for a contact center / call center. so shall I do MB 712, MB 716 or something else?? please guide as I need to know both from architectural as well as developer point.

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    • Hi Nandesh

      From you comments I suggest two exams might be the best to consider;

      1. MB2-718 – This is the service exam. It covers functional areas very key to contact centers / service companies. Such as case management and Unified Service Desk.
      2. MB2-716 – This is the customization and configuration exam and will help you learn about how to customize dynamics 365. Something else that sounds important to you.

      Additionally if you fancied a third exam! MB2-715 is about online deployment and would cover deploying CRM and integration with other products. (Such as email setup or links to SharePoint etc.)

      I know this sounds a lot. And it is. (Sorry!) I guess you need to consider if you want to focus on functionality, dev skills or deployment first. Although from your comments I suspect you’ll want to learn all of this overtime.

      Good luck. (You will hopefully find posts to help you revise for all of these exams on my blog.)

      Neil.

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  12. Neil, super fast response….wow…..do you ever sleep ( just kidding) but thanks for the guidance and i will start to look at your certification and study note right from those respective links……all those links on your respective certification sub headings is all i need to read / learn? to get them cleared? Also any idea on the pricing on these two exams? I am from India btw so just wondering to know

    Liked by 1 person

    • You will need to check your local cost for the exams. The in USD they are $165 each. I suggest not booking the exam until you feel ready!

      My blog should contain most of the information you need but I encourage you to google around for more information. If you have access to DLP (Microsoft’s learning portal) also use that.

      Cheers

      Neil.

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  13. ok sure wil do so…one last thing…which one should i focus on first? I am working as architect as of now…so I should first focus on 718? and then 716?

    Liked by 1 person

    • In my opinion asking the exam order is a little bit like deciding which end of a baguette to eat first. Both ends lead to the same result.

      When I do the exams I pick the one I think will be the hardest to do first. (But maybe I am crazy!) Most people would opt for which they sense will be easiest for them first.

      Mb2-716 is a big exam and covers loads of stuff. Developers might go for it first but for a functional consultant the scope of the exam is big. (But big and hard are different things.)

      In my opinion mb2-718 is quite a hard exam. As many concepts in Field Service, usd and voice of the customer can be new concepts to many people.

      Sorry if this is confusing or doesn’t answer your question directly. The short answer is there isn’t a correct answer.

      Neither is wrong.

      I would say pick one and commit to the effort needed to pass. Was it Yoda who said something like there is no try, do or do not!

      Hope this helps and doesn’t confuse you more!

      Neil
      Neil

      Like

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