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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.
Reference: https://www.microsoft.com/en-us/learning/exam-mb2-714.aspx
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Manage Service Scheduling and Interactive Service Hub | 20-25% | - Implement Unified Help Desk functionality - Manage resources and service activities - Use and configure Interactive Service Hub - Configure service scheduling rules |
| Topic 2: Manage Cases and the Knowledge Base | 30-35% | - Integrate knowledge base with cases - Configure case routing and resolution - Create and manage cases - Implement knowledge base management |
| Topic 3: Field Service and Service Analysis | 10-15% | - Create and manage surveys - Analyze service performance and reports - Configure FieldOne integration |
| Topic 4: Manage Queues, Entitlements, and SLAs | 30-35% | - Set up and apply entitlements - Define and manage Service Level Agreements (SLAs) - Configure and manage queues - Configure SLA timers and actions |
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