MB2-714: Overview

In deze series van blogs zal ik mij richten op de voorbereiding voor het examen van MB2-714 Dynamics CRM 2016 Customer Service. Dit helpt mijzelf bij de voorbereiding en wellicht kan het jou ook helpen. Aangezien het examen in het Engels wordt afgenomen; switch ik naar het Engels. 🙂

In my first blog I will take a look at the Exam topics, which will be measured. Those can be found: https://www.microsoft.com/en-us/learning/exam-mb2-714.aspx

The scores are measured on four main topics.


Manage cases and the knowledge base

I consider this area as the basis for the Customer Service module in Microsoft Dynamics CRM. It is all about creation and follow up on cases.

Manage queues, entitlements and service level agreements

I consider these areas to be the areas for automation and defining rules for cases.

Manage service scheduling, interactive service hub and unified service desk

This will cover the topics on service scheduling in Dynamics CRM (planning), and working with (advanced) dashboards to make life easier for the support engineers.

Work with FieldOne and survey and perform service management analyses

This covers the addon solutions for FieldOne (Field Management) and Voice of Customer (surveys). And some reporting within CRM and Power BI functionality.

My guess is that we need some deep knowledge on the first three blocks and some highlevel knowledge on the last part.

Microsoft suggests this Self-paced training:



I guess if you have passed MB2-713 Sales for Microsoft Dynamics CRM 2016 some of the topics will be the same like the reporting. Also the training 80715: Office 365 Integration with Microsoft Dynamics CRM Online is recommended for the MB2-713 Sales certification.

My next blog will deep dive into Case Management!