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Microsoft MB2-714 Exam Overview:
| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics CRM 2016 Customer Service |
| Exam Number: | MB2-714 |
| Exam Format: | Multiple response, Multiple choice |
| Real Exam Qty: | 91 |
| Related Certifications: | Microsoft Dynamics CRM 2016 Customization and Configuration (MB2-707) Microsoft Dynamics CRM 2016 Sales (MB2-713) |
| Exam Price: | USD pricing varies by region (Microsoft exam standard pricing) |
| Certificate Validity Period: | Retired (no longer part of current role-based certification path) |
| Available Languages: | English |
| Passing Score: | Not publicly disclosed by Microsoft |
| Exam Duration: | 120 minutes |
| Sample Questions: |  |
| Exam Way: | Proctored exam at a test centre or online via Microsoft's authorized exam delivery partner |
| Pre Condition: | Recommended experience with Microsoft Dynamics CRM 2016 service module features; no strict prerequisite exam published by Microsoft |
Microsoft MB2-714 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Case and Knowledge Base Management | - Create and manage cases - Search and associate articles - Work with the knowledge base |
| Service Scheduling and Interactive Service Hub | - Use Unified Service Desk - Understand service scheduling scenarios - Work with interactive dashboards |
| Queues, Entitlements, and SLAs | - Implement service level agreements - Manage entitlements - Configure and manage queues |
| FieldOne and Surveys | - Work with FieldOne - Configure and use surveys |
| Service Management Analysis | - Use service reports and dashboards - Analyze service metrics |
Microsoft MB2-714 Exam: FAQ for Serious Candidates
Microsoft Dynamics CRM 2016 Customer Service is an official Microsoft exam, listed under exam code MB2-714. A passing result earns you the Microsoft Dynamics CRM certification at the Specialist level. It also ties into Microsoft Dynamics CRM 2016 Sales (MB2-713), Microsoft Dynamics CRM 2016 Customization and Configuration (MB2-707), extending its value across your certification roadmap. Employers read this credential as verified competence, which is why it keeps appearing in job requirements.
Expect 91 questions inside 120 minutes on the Microsoft Dynamics CRM 2016 Customer Service exam. That pace punishes hesitation, so rehearse it: the ActualPDF software engine simulates the real exam scene, reminds you of the questions you got wrong, and pushes you to re-practice them until the clock stops being your enemy.
Passing Microsoft Dynamics CRM 2016 Customer Service requires Not publicly disclosed by Microsoft, and the official registration fee is USD pricing varies by region (Microsoft exam standard pricing). Retakes charge the full USD pricing varies by region (Microsoft exam standard pricing) again, which is why experienced candidates treat preparation as the cheaper exam fee. Verify your readiness with repeated ActualPDF practice scores above the requirement before you commit to a date.
Recommended experience with Microsoft Dynamics CRM 2016 service module features; no strict prerequisite exam published by Microsoft
Requirements evolve, so confirm the current conditions before registering.
Yes. ActualPDF provides a free download demo of the Microsoft Dynamics CRM 2016 Customer Service material, so you can check the content before choosing a version. After purchase, a one-year warranty covers you: the latest version is sent to you as it releases, free for 365 days, and after expiry you can extend the update service at a 50% discount.
Your purchase is covered by a 100% money-back guarantee with clear conditions. Take the Microsoft Dynamics CRM 2016 Customer Service exam within 60 days of purchase; if you fail, provide your unqualified result by submitting a scanned enrollment slip and the official Score Report PDF within 2 days of the exam, and the full refund is processed within 7 days. The exam must match your product, candidate and payer names must match, and attempts within 3 days of purchase, unused downloads, free materials, and expired orders are not covered. Alternatively, exchange for two other exam products of equal value, free, or wait for updates while keeping your original product's update service.
Delivery is instant: files unlock for download at payment and are emailed within one minute. If nothing arrives within 2 hours, check spam and contact customer service, which works 7/24 and normally replies within two hours. Installation is unlimited across your computers.
The Microsoft Dynamics CRM 2016 Customer Service syllabus spans 5 domains, led by Service Scheduling and Interactive Service Hub, Queues, Entitlements, and SLAs, and Case and Knowledge Base Management. The complete topic list is published above; candidates who study the map first rarely get lost later.
Microsoft Dynamics CRM 2016 Customer Service Sample Questions:
You are managing business closures in Dynamics CRM.
You configure business closure days for your company.
You have 50 managers who belong to a resource group named Managers.
You need to ensure that the managers can be scheduled for activities anytime, including during the business closure days. All other resources must be prevented from being scheduled on the business closure days.
What should you configure?
- A. the user records
- B. the record for the Managers resource group
- C. the closure for the CRM organization
- D. the selection rules
Correct Answer: B 🗳️
You have an account named Account1. Account1 owns two subsidiaries named Subsidiary1 And
Subsidiary2.
The records in Dynamics CRM are tracked and Account! is set as the parent account for each subsidiary.
Account1 handles the billing and the accounting for each subsidiary.
You need to ensure that Subsidary1 has a service contract based on the number of cases and
Subsidiary2 has a service contract based on the number of hours.
What should you do?
- A. Create one entitlement for each subsidiary.
- B. Apply the entitlement template for Account1.
- C. Configure the Parent and Child case settings.
- D. Edit the terms of the service level agreement (SLA).
Correct Answer: A 🗳️
Your team has a queue named Assignments.
A team member named CSR1 plans to work on an item from the Assignments queue.
CRS1 reports that after picking the item in the queue, the item no longer appears in the queue.
You need to tell CSR1 which type of queue to open-to view the item.
Which type of queue should you tell CSR1 to open?
- A. public
- B. shared
- C. personal
- D. escalation
Correct Answer: B 🗳️
You need to apply service level agreements (SLAs) to all of the cases that have a service level of Gold. If a case fails to be resolved within 30 minutes, a manager must be notified by email. If the case fails to be resolved within two hours, an executive must be notified by email.
What are two possible ways to achieve the goal? Each correct answer presents a complete solution.
- A. Create one SLA that has two SLA items.
- B. Create two SLAs that each has two SLA items.
- C. Create one SLA that has one SLA item.
- D. Create two SLAs that each has one SLA item.
Correct Answer: A,C 🗳️
You create an entitlement that decreases the total terms when cases are created
You need to identify what will cause the value of the remaining terms of an entitlement to be incremented or decremented.
What are two possible causes that you can identify? Each correct answer presents a complete solution.
- A. when a case that is attached to the entitlement is resolved
- B. when a case that is attached to the entitlement is deleted
- C. when the entitlement is attached to a new case
- D. when the entitlement is attached to a new contact
Correct Answer: C,D 🗳️
