Published: January 22, 2016
Languages: English, Chinese (Simplified), French, German, Japanese, Spanish
Audiences: Information workers
Technology: Microsoft Dynamics CRM
Credit toward certification: Specialist
Skills measured
This exam measures your ability to accomplish the technical tasks listed below. The percentages indicate the relative weight of each major topic area on the exam. The higher the percentage, the more questions you are likely to see on that content area on the exam. View video tutorials about the variety of question types on Microsoft exams.
Please note that the questions may test on, but will not be limited to, the topics described in the bulleted text.
Do you have feedback about the relevance of the skills measured on this exam? Please send Microsoft your comments. All feedback will be reviewed and incorporated as appropriate while still maintaining the validity and reliability of the certification process. Note that Microsoft will not respond directly to your feedback. We appreciate your input in ensuring the quality of the Microsoft Certification program.
If you have concerns about specific questions on this exam, please submit an exam challenge.
If you have other questions or feedback about Microsoft Certification exams or about the certification program, registration, or promotions, please contact your Regional Service Center.
Manage cases and the knowledge base (25-30%)
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; analyze 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
Manage queues, entitlements, and service level agreements (SLAs) (25-30%)
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
Manage service scheduling, interactive service hub, and the unified help desk (20-25%)
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
Work with FieldOne and surveys and perform service management analysis (20-25%)
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 organization; identify the benefits of using FieldOne
Work with surveys
Understand survey distribution options; create and configure surveys; capture responses
Why Use Microsoft MB2-714 - Microsoft Dynamics CRM 2016 Customer Service Certkingdom.com Questions and Answers?
Answer:
The MB2-714 - Microsoft Dynamics CRM 2016 Customer Service Practice Test Questions PDF and VCE are the Most Updated and Latest MB2-714 Questions and Answers you will find pertaining to the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam
Most Updated MB2-714 - Microsoft Dynamics CRM 2016 Customer Service Questions and Answers Covering Exam Objectives
Pass the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service with our 100% Money Back Guarantee
Free Updates for 1 Year for the MB2-714 Practice Questions and Answers
24/7 MB2-714 Live Chat Support
MB2-714 - Microsoft Dynamics CRM 2016 Customer Service PDF and VCE Engine Included
Instant Downloading of the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service right after purchase.
How Does the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service VCE/PDF work?
Answer:
The MB2-714 VCE Test Engine Questions and answers help cover all the exam objectives you will be tested on with regards to the Microsoft MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam.
You can be rest assured that Certkingdom.com covers all the exam objectives you will be tested on. Preparing for your MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam is very time consuming and here at Pass-Guaranteed.com we are here to help you prepare for that difficult MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam.
What is in the Microsoft MB2-714 - Microsoft Dynamics CRM 2016 Customer Service demo?
Answer:
You receive MB2-714 - Microsoft Dynamics CRM 2016 Customer Service Questions and Answers with Explanations that show you the quality of our MB2-714 Practice Questions and Answers. Every MB2-714 - Microsoft Dynamics CRM 2016 Customer Service Questions and Answer is well thought out and prepares you for the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam.
What If I do not Pass the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam?
Answer:
If you do not pass the MB2-714 exam, we give you a full refund within 180 days after your purchase date of the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam. You can be rest assured that using Certkingdom.com MB2-714 Practice Questions and Answers are a great help in preparing for the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam!
How do I claim my refund on the Microsoft MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam?
Answer:
Claiming a refund for the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service is simple. In the event if you fail the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam which is very unlikely, you just simply visit the Guarantee page and follow the instructions to claim your MB2-714 - Microsoft Dynamics CRM 2016 Customer Service refund. You can also add an extension to the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service if you choose not to go with the refund or 2 Free Exams of your choice.
How many computers can I install the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service testing engine on?
Answer:
You can install the MB2-714 Questions and Answers on 2 computers. If you install the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service on two or more computers, your account will not work and be blocked to access any further updates to the Microsoft MB2-714 Practice Exam.
After purchasing the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service, do I receive the product instant after purchase?
Answer:
After purchasing the Microsoft MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam, you receive your order instantly after purchase. You can order the MB2-714 pdf or MB2-714 VCE. You receive the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam instantly right after
purchase.
Do you provide MB2-714 Questions and Answers With Explanations Updates?
Answer:
You are entitled to 1 Year of updates after your purchase of the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam. If the objectives on the Microsoft MB2-714 exam change, you will have 1 year in which you can log into your members area and download the Updated MB2-714 exam practice questions and answers with explanations. Certkingdom.com Updated MB2-714 - Microsoft Dynamics CRM 2016 Customer Service practice exam test questions area great help for the exam.
Do you provide 24/7 Support on the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam?
Answer:
Certkingdom.com provides 24/7 online chat support and email support for the Microsoft MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam. If you have any questions related to the MB2-714 exam, come on live chat and ask our tech support or contact Support for any questions relating to the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam.
Languages: English, Chinese (Simplified), French, German, Japanese, Spanish
Audiences: Information workers
Technology: Microsoft Dynamics CRM
Credit toward certification: Specialist
Skills measured
This exam measures your ability to accomplish the technical tasks listed below. The percentages indicate the relative weight of each major topic area on the exam. The higher the percentage, the more questions you are likely to see on that content area on the exam. View video tutorials about the variety of question types on Microsoft exams.
Please note that the questions may test on, but will not be limited to, the topics described in the bulleted text.
Do you have feedback about the relevance of the skills measured on this exam? Please send Microsoft your comments. All feedback will be reviewed and incorporated as appropriate while still maintaining the validity and reliability of the certification process. Note that Microsoft will not respond directly to your feedback. We appreciate your input in ensuring the quality of the Microsoft Certification program.
If you have concerns about specific questions on this exam, please submit an exam challenge.
If you have other questions or feedback about Microsoft Certification exams or about the certification program, registration, or promotions, please contact your Regional Service Center.
Manage cases and the knowledge base (25-30%)
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; analyze 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
Manage queues, entitlements, and service level agreements (SLAs) (25-30%)
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
Manage service scheduling, interactive service hub, and the unified help desk (20-25%)
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
Work with FieldOne and surveys and perform service management analysis (20-25%)
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 organization; identify the benefits of using FieldOne
Work with surveys
Understand survey distribution options; create and configure surveys; capture responses
Why Use Microsoft MB2-714 - Microsoft Dynamics CRM 2016 Customer Service Certkingdom.com Questions and Answers?
Answer:
The MB2-714 - Microsoft Dynamics CRM 2016 Customer Service Practice Test Questions PDF and VCE are the Most Updated and Latest MB2-714 Questions and Answers you will find pertaining to the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam
Most Updated MB2-714 - Microsoft Dynamics CRM 2016 Customer Service Questions and Answers Covering Exam Objectives
Pass the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service with our 100% Money Back Guarantee
Free Updates for 1 Year for the MB2-714 Practice Questions and Answers
24/7 MB2-714 Live Chat Support
MB2-714 - Microsoft Dynamics CRM 2016 Customer Service PDF and VCE Engine Included
Instant Downloading of the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service right after purchase.
How Does the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service VCE/PDF work?
Answer:
The MB2-714 VCE Test Engine Questions and answers help cover all the exam objectives you will be tested on with regards to the Microsoft MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam.
You can be rest assured that Certkingdom.com covers all the exam objectives you will be tested on. Preparing for your MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam is very time consuming and here at Pass-Guaranteed.com we are here to help you prepare for that difficult MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam.
What is in the Microsoft MB2-714 - Microsoft Dynamics CRM 2016 Customer Service demo?
Answer:
You receive MB2-714 - Microsoft Dynamics CRM 2016 Customer Service Questions and Answers with Explanations that show you the quality of our MB2-714 Practice Questions and Answers. Every MB2-714 - Microsoft Dynamics CRM 2016 Customer Service Questions and Answer is well thought out and prepares you for the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam.
What If I do not Pass the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam?
Answer:
If you do not pass the MB2-714 exam, we give you a full refund within 180 days after your purchase date of the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam. You can be rest assured that using Certkingdom.com MB2-714 Practice Questions and Answers are a great help in preparing for the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam!
How do I claim my refund on the Microsoft MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam?
Answer:
Claiming a refund for the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service is simple. In the event if you fail the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam which is very unlikely, you just simply visit the Guarantee page and follow the instructions to claim your MB2-714 - Microsoft Dynamics CRM 2016 Customer Service refund. You can also add an extension to the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service if you choose not to go with the refund or 2 Free Exams of your choice.
How many computers can I install the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service testing engine on?
Answer:
You can install the MB2-714 Questions and Answers on 2 computers. If you install the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service on two or more computers, your account will not work and be blocked to access any further updates to the Microsoft MB2-714 Practice Exam.
After purchasing the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service, do I receive the product instant after purchase?
Answer:
After purchasing the Microsoft MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam, you receive your order instantly after purchase. You can order the MB2-714 pdf or MB2-714 VCE. You receive the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam instantly right after
purchase.
Do you provide MB2-714 Questions and Answers With Explanations Updates?
Answer:
You are entitled to 1 Year of updates after your purchase of the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam. If the objectives on the Microsoft MB2-714 exam change, you will have 1 year in which you can log into your members area and download the Updated MB2-714 exam practice questions and answers with explanations. Certkingdom.com Updated MB2-714 - Microsoft Dynamics CRM 2016 Customer Service practice exam test questions area great help for the exam.
Do you provide 24/7 Support on the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam?
Answer:
Certkingdom.com provides 24/7 online chat support and email support for the Microsoft MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam. If you have any questions related to the MB2-714 exam, come on live chat and ask our tech support or contact Support for any questions relating to the MB2-714 - Microsoft Dynamics CRM 2016 Customer Service exam.
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