This is the next “exciting” instalment in my series  about preparing for the MB2-714 exam. (Microsoft Dynamics CRM 2016 Customer Service.) This post is all about queue management. A queue is simply a list of “work items” including cases, activities or other entity types. Queues are a place to organize and store “jobs” waiting to be processed. CRM…

In this post I will continue my series on information connected with preparing for the MB2-714 exam. (Microsoft Dynamics CRM 2016 Customer Service) This post will focus on the knowledge base. A knowledge base is a collection of articles which is searchable and can be used to answer customer questions. The articles typically refer to products and services. In…

This is the next instalment in my series of posts describing the information needed to pass the MB2-714 (Microsoft Dynamics CRM 2016 Customer Service) exam, this time I will look at cases and case management. If you are familiar with CRM, you may find much of this post covers concepts that you are familiar with but…

This post is one of a collection aimed at helping people prepare for the MB2-714 exam (Microsoft Dynamics CRM 2016 Customer Service). Before “diving into” the specifics of various aspects of customer service its important to gain an understanding of the key service principles, entities involved and any associated terminology. If you have been working with CRM for…