MB2-714 (Microsoft Dynamics CRM 2016 Customer Service) : Queue Management

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…

MB2-714 (Microsoft Dynamics CRM 2016 Customer Service) : Knowledge Base

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…

MB2-714 – Introduction to Customer Service Concepts

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…

MB2-714 Microsoft Dynamics CRM 2016 Customer Service

Today I started to revise for the newly released MB2-714 CRM exam. (Microsoft Dynamics CRM 2016 Customer Service) This a new certification which measures your knowledge of all things service related within Microsoft Dynamics CRM 2016. As you’d expect the exam covers cases, queue management and service scheduling all subjects previously covered in other Microsoft Certifications.…