MB2-714 Certification (Microsoft Dynamics CRM 2016 Customer Service) – Revision Guide
A collection of posts that should help anyone preparing for the MB2-714 certification.
MB2-714 (Microsoft Dynamics CRM 2016 Customer Service): Voice of the Customer
This is my final post in preparing for the MB2-714 exam (Microsoft Dynamics CRM 2016 Customer Service), this time I am going to look at what you’ll need to know about the voice of the customer. First of all, I will be very open and state that I haven’t used voice of the customer yet!…
MB2-714 (Microsoft Dynamics CRM 2016 Customer Service): Service Analysis
In this post I will continue my series on information needed to help prepare for the MB2-714 exam, this time I will look at Service Analysis. In this post I will look at; Using default Service Dashboards The PowerBI Service dashboard’s capabilities Working with service reports and charts Goals and how they apply to service…
MB2-714 (Microsoft Dynamics CRM 2016 Customer Service): FieldOne
In this post I will look at what I think you should need to know about FieldOne in preparation for the MB2-7014 exam (Microsoft Dynamics CRM 2016 Customer Service.) FieldOne is a powerful and flexible addition to CRM that helps with field service scenarios. A subject I have blogged about on multiple occasions! So instead of…
MB2-714 (Microsoft Dynamics CRM 2016 Customer Service): Unified Service Desk
This “chapter” in my series on preparing for the MB2-714 exam (Microsoft Dynamics CRM 2016 Customer Service) is going to cover the essential information you need to know about Unified Service Desk. Assuming you have read other articles in my blog you’ll probably know I’ve already covered many aspects of Unified Service Desk in great…
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…
MB2-714 (Microsoft Dynamics CRM 2016 Customer Service): Interactive Service Hub
This is my next post about preparing for the MB2-714 exam (Microsoft Dynamics CRM 2016 Customer Service) it is going to look at a new feature of CRM 2016, the interactive service hub. The interactive service hub is a modern intuitive interface tailored to enhance the user experience for agents with a customer service role.…
MB2-714 (Microsoft Dynamics CRM 2016 Customer Service): Service Scheduling
Welcome to my next post containing the information needed when preparing for the MB2-714 exam, by the time you reach this stage in your preparation you will have learnt all about cases, SLAs and entitlements. As well as how to route and queue cases. Meaning you are getting pretty knowledgeable on the subject of service…
MB2-714 (Microsoft Dynamics CRM 2016 Customer Service): Entitlements
This is my next post created for anyone preparing for the MB2-714 exam. (Microsoft Dynamics CRM 2016 Customer Service) This time I am going to cover the principles involves with entitlements. Like SLAs this is something I have created a couple of posts about previously. Entitlements and enhanced SLAs can be related subjects as you can…
MB2-714 (Microsoft Dynamics CRM 2016 Customer Service): Service Level Agreements
This post will be the next in my series aimed at people who are preparing for the MB2-714 exam. (Microsoft Dynamics CRM 2016 Customer Service.) Microsoft Dynamics CRM 2016 provides lots of features to help manage service, this post will describe service level agreements (SLAs) and how to use them to enhance service. I’ll describe…
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