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)

Customer Service Concepts

Manage cases and the knowledge base

  • 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
  • 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

Revision Notes

Manage queues, entitlements and service level agreements (SLAs)

  • 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

Revision Notes

Manage service scheduling, interactive service hub and the unified help desk

  • 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

Revision Notes

Work with FieldOne and surveys and perform service management analysis

  • 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 organisation; identify the benefits of using FieldOne
  • Work with surveys
    • Understand survey distribution options; create and configure surveys; capture responses

Revision Notes


Filed under: CRM Certifications, Uncategorized Tagged: CRM Certifications, crm2016, Microsoft Dynamics CRM