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)
Manage cases and the knowledge base
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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
- 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
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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
- 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)
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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
- Understand system queues and personal queues; create and maintain queues; add cases and activities to queues; work with queue items; implement case routing
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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 maintain entitlement templates; create a new entitlement; add entitlement lines; associate products; associate entitlement channels; associate an SLA; activate an entitlement; renew an entitlement
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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
- 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
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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
- 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
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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 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
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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 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
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Use FieldOne with service management
- Understand FieldOne functionality; identify reasons to automate the field service organisation; identify the benefits of using FieldOne
- Understand FieldOne functionality; identify reasons to automate the field service organisation; identify the benefits of using FieldOne
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Work with surveys
- Understand survey distribution options; create and configure surveys; capture responses
- Understand survey distribution options; create and configure surveys; capture responses
Revision Notes
NEIL PARKHURST 
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