MB2-714 Certification (Microsoft Dynamics CRM 2016 Customer Service) – Revision Guide

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

• Case Management
• Knowledge Base
  

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

• Queues
  
• Entitlements
  
• Service Level Agreements
  

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

• Service Scheduling
  
• Interactive Service Hub
  
• Unified Service Desk
  

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

• Service Analysis
  
• FieldOne
  
• Voice of the customer