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Microsoft MB2-714 Dumps
Reading Time: 6 mins | Publish Date: 3 Apr 2021 | Update Date: 22 Jul 2022
How to Prepare For MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam
Preparation Guide for MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam
Introduction
Microsoft has created a track for Customer service professionals to get certified Microsoft Dynamics CRM on the windows platform. This certification program provides Windows Microsoft Dynamics CRM professionals a way to demonstrate their skills. The assessment is based on a rigorous exam using industry standard methodology to determine whether a candidate meets Microsoft’s proficiency standards.
According to Microsoft, a Microsoft Certified Professional enables organizations to leverage Microsoft windows Microsoft Dynamics CRM technologies. With a thorough understanding of windows Microsoft Dynamics CRM including create and manage cases, creation of knowledge base, analysis of business flows to drive business objectives.
Certification is evidence of your skills, expertise in those areas in which you like to work. There are many vendors in the market that are providing these certifications. If candidate wants to work on Microsoft windows Microsoft Dynamics CRM and prove his knowledge, certification offered by Microsoft. This MB2-714 Exam Certification helps a candidate to validates his skills in Microsoft Dynamics CRM Technology.
In this guide, we will cover the MB2-714:Microsoft Dynamics CRM 2016 Customer Service Certification exam, MB2-714:Microsoft Dynamics CRM 2016 Customer Service Certified professional salary and all aspects of the MB2-714:Microsoft Dynamics CRM 2016 Customer Service Certification.
Introduction to MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam
Candidates for MB2-714 Exam are seeking to prove fundamental Microsoft Dynamics CRM knowledge and skills. Before taking this exam, exam aspirants ought to have a solid fundamental information of the concepts shared in preparation guide.
It is suggested that professionals accustomed to the ideas and also the technologies represented here by taking relevant training courses. Candidates are expected to have some hands-on experience with Windows based Microsoft Dynamics CRM covering use of fieldone with service management, microsoft power BI service dashboards, survey distribution options , creation and configuration of these surveys. After passing this exam, candidates get a certificate from Microsoft that helps them to demonstrate their proficiency in Windows Microsoft Dynamics CRM Fundamentals to their clients and employers.
Topics of MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam
Candidates should apprehend the examination topics before they begin of preparation. because it’ll extremely facilitate them in touch the core. Our MB2-714 dumps will include the following topics:
1. 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
2. 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
3. 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
4. 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
Describe related services
Identify related online services; integrate Microsoft Social Engagement with Microsoft Dynamics CRM Online; manage campaigns with Microsoft Dynamics Marketing
Integrate Yammer and SharePoint Online
Describe Yammer and SharePoint Online; identify SharePoint Online integration types; describe the integration process
Integrate OneNote, Skype, Skype for Business, Office 365 Groups, and OneDrive for Business
Compare Dynamics CRM Notes and OneNote; identify storage location for OneNote notebooks; configure OneNote integration; integrate Skype and Skype for Business; identify limitations for Skype and Skype for Business; describe Office 365 Groups; identify requirements for Office 365 Groups; integrate Office 365 Groups with Microsoft Dynamics CRM Online
Who should take the MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam
The MB2-714 Exam certification is an internationally-recognized certification which help to have validation for those professionals who are keen to make their career in Microsoft Dynamics CRM domain. Candidates for this exam are familiar with general Microsoft Dynamics CRM concepts and the technologies. Candidates should have some hands-on experience with Windows-based Microsoft Dynamics CRM. It is good for these candidates
Sales operations managers
Customer service managers
Service schedulers
Service administrators
Office managers
Executives
Consultants
How to study the MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam
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MB2-714:Microsoft Dynamics CRM 2016 Customer Service Certification Path
MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam is foundation level Certification, this exam has been retired.
How much MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam Cost
The price of the MB2-714:Microsoft Dynamics CRM 2016 Customer Service exam has been retired by Microsoft. You can refer to Microsoft Training website.
MB2-714 Exam Questions, MB2-714 study materials. Microsoft Dynamics CRM 2016 Customer Service
Microsoft Dynamics CRM 2016 Customer Service Exam Certification Details:
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Microsoft MB2-714 Exam Syllabus Topics:
Topic Details Topic 1 Manage service scheduling| interactive service hub| and the unified help desk Topic 2 Manage queues| entitlements| and service level agreements (SLAs) Topic 3 Manage cases and the knowledge base
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Who should take the MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam
The MB2-714 Exam certification is an internationally-recognized certification which help to have validation for those professionals who are keen to make their career in Microsoft Dynamics CRM domain. Candidates for this exam are familiar with general Microsoft Dynamics CRM concepts and the technologies. Candidates should have some hands-on experience with Windows-based Microsoft Dynamics CRM. It is good for these candidates
Executives
Service administrators
Consultants
Office managers
Customer service managers
Sales operations managers
Service schedulers
How to Prepare For MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam
Preparation Guide for MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam
Introduction
Microsoft has created a track for Customer service professionals to get certified Microsoft Dynamics CRM on the windows platform. This certification program provides Windows Microsoft Dynamics CRM professionals a way to demonstrate their skills. The assessment is based on a rigorous exam using industry standard methodology to determine whether a candidate meets Microsoft’s proficiency standards.
According to Microsoft, a Microsoft Certified Professional enables organizations to leverage Microsoft windows Microsoft Dynamics CRM technologies. With a thorough understanding of windows Microsoft Dynamics CRM including create and manage cases, creation of knowledge base, analysis of business flows to drive business objectives.
Certification is evidence of your skills, expertise in those areas in which you like to work. There are many vendors in the market that are providing these certifications. If candidate wants to work on Microsoft windows Microsoft Dynamics CRM and prove his knowledge, certification offered by Microsoft. This MB2-714 Exam Certification helps a candidate to validates his skills in Microsoft Dynamics CRM Technology.
In this guide, we will cover the MB2-714:Microsoft Dynamics CRM 2016 Customer Service Certification exam, MB2-714:Microsoft Dynamics CRM 2016 Customer Service Certified professional salary and all aspects of the MB2-714:Microsoft Dynamics CRM 2016 Customer Service Certification.
Introduction to MB2-714:Microsoft Dynamics CRM 2016 Customer Service Exam
Candidates for MB2-714 Exam are seeking to prove fundamental Microsoft Dynamics CRM knowledge and skills. Before taking this exam, exam aspirants ought to have a solid fundamental information of the concepts shared in preparation guide.
It is suggested that professionals accustomed to the ideas and also the technologies represented here by taking relevant training courses. Candidates are expected to have some hands-on experience with Windows based Microsoft Dynamics CRM covering use of fieldone with service management, microsoft power BI service dashboards, survey distribution options , creation and configuration of these surveys. After passing this exam, candidates get a certificate from Microsoft that helps them to demonstrate their proficiency in Windows Microsoft Dynamics CRM Fundamentals to their clients and employers.
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01. Your company deploys Dynamics CRM. All of the employees who perform servicecalls for customers use CRM. You plan to deploy FieldOne. You need to identify a benefit of deploying FieldOne. What should you identify?
a) reduces the number of service calls
b) reduces the use of social technology
c) reduces the use of web portals and mobile apps
d) reduces the fuel costs of the service calls
02. You are viewing the Service Activity Volume report from Report Viewer in Dynamics CRM. You need to identify which action can be performed from Report Viewer. Which action should you identify?
a) Add an activity.
b) Synchronize to Microsoft Outlook.
c) Resolve a case.
d) Export to Microsoft Excel.
03. You configure a service schedule. You need to identify which processes can be automated as part of the service schedule. Which two processes should you identify?
Each correct answer presents a complete solution.
a) showing all of the resources that are qualified, regardless of their availability
b) rotating vacation schedules for the resources
c) scheduling resources around planned meal breaks
d) showing all of the resources that are available and qualified
04. You plan to create a service activity. You need to identify which types of participant can have defined work hours. Which two participant types should you identify?
Each correct answer presents a complete solution.
a) resource group
b) site
c) user
d) equipment
05. A user named User1 creates a new case for a customer. The case is assigned to a queue named Help Desk. A user named User2 claims the case from the queue and resolves the case. The customer reports that the issue still exists. A user named User3 reopens the case. You need to identify the current owner of the case. Who should you identify?
a) the Help Desk team
b) User1
c) User2
d) User3
06. You need to locate recently created records that reference Feature A. What should you do?
a) Use Advanced Find and specify* FeatureA *
b) Use Global Search and specify “FeatureA*
c) Use Global Search and specify FeatureA.
d) Use Advanced Find and specify FeatureA.
07. You are evaluating whether to use a standard or an enhanced service level agreement (SLA). You need to identify a characteristic of a standard SLA. What should you identify?
a) The SLA can be paused-
b) The status can be tracked directly from the case form.
c) Actions can be triggered based on specific success catena.
d) The failure time is tracked.
08. You recently created several customer feedback surveys. You gather the results of the surveys. You need to analyze the results of the surveys. What should you use?
a) Sway
b) Office Delve
c) Microsoft Power BlE
d) Microsoft lntune
09. You have a public queue named Queue1. You need to restrict access to Queue1 so that only four users can view the queue. What should you do first?
a) Set the queue type to
b) Edit the security hierarchy.
c) Set the queue type to Private.
d) Edit the routing rule.
10. You need to create a new case record in Dynamics CRM. What are three possible ways to achieve the goal?
Each correct answer presents a complete solution.
a) Use the Import Data Wizard.
b) Convert a lead.
c) Convert an opportunity.
d) Convert a custom activity.
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MB2-714 – Microsoft Dynamics CRM 2016 Customer Service
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Product Description Exam Number/Code: MB2-714
Exam Number/Code: MB2-714
“Microsoft Dynamics CRM 2016 Customer Service”, also known as MB2-714 exam, is a Microsoft Certification. With the complete collection of questions and answers, Passleader has assembled to take you through 94 Q&As to your MB2-714 Exam preparation. In the MB2-714 exam resources, you will cover every field and category in Microsoft Microsoft Dynamics helping to ready you for your successful Microsoft Certification.
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