MB2-718 Dynamics 365 (CRM 2016) Customer Service Exam
Description
This assessment tests the knowledge that is required to work with Customer Service in Microsoft Dynamics 365 for Enterprise
Prerequisites
Microsoft Training Course 81057 - Dynamics 365 (CRM 2016) Customer Service
WHAT SKILLS ARE MEASURED IN THIS ASSESSMENT?
- Describe the basic records types and business processes that are involved in the Customer Service module
- Utilize cases and queues to efficiently and quickly resolve customer complaints and service issues.
- Examine Service Level Agreements and how to create and manage them
- Utilize entitlement templates to create entitlements and understand how entitlements relate to cases, products, and service level agreements
- Analyze how to use relationship insights related to case management and quicker resolution times
- Create Knowledgebase Articles and effectively search for and manage them in the Knowledge Management system in the Interactive Service hub
- Explore the features of the Interactive Service Hub
- Use various analytical tools to provide insights and learn what they can do to further improve Customer Service.
Target Audience
Individuals wishing to obtain a certification on Microsoft Dynamics 365 for Customer Service should take this exam. Candidates typically include sales operations managers, customer service managers, service schedulers, administrators, office managers, executives, partners, and consultants who want to demonstrate a foundational understanding of the application functionality. The exam is appropriate for those who are new to CRM but have a background in the business process as well as Microsoft Office.
Exam Specifics
Skills being measured
This certification exam measures your ability to understand and articulate how to implement Microsoft Dynamics 365 for Customer Service, including managing cases, the knowledge base, and the Interactive Service Hub; managing queues, entitlements, and service level agreements; implementing Service Management Analysis and Voice of the Customer surveys; managing the Unified Service Desk; and managing the Field Service application.
Time requirements
Microsoft Dynamics exam times typically range between 60 -- 160 minutes. Note that this time does not include any additional time required for validating your identification, reviewing instructions, providing comments, and calculating your score.
Microsoft Dynamics exams typically contain between 40 – 75 questions
Multiple Choice and Multiple Answer questions
Registration:
Register for Exam MB2-718 Microsoft Dynamics 365 for Customer Service
Exam Topics
Manage Cases, the Knowledge Base, and the Interactive Service Hub (25% - 30%)
Create and manage cases
This objective may include but is not limited to: Manage case lists and views; search for case records; create a new case record; convert activities to cases; perform case resolution processes; implement case routing rules; set up and configure case creation and update rules; implement parent/child cases; merge cases
Create and manage the knowledge base
This objective may include but is not limited to: 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
Manage the Interactive Service Hub
This objective may include but is not limited to: Implement single-stream and multi-stream dashboards; manage queues and cases from streams
Manage Queues, Entitlements, and Service Level Agreements (SLAs) (20% - 25%)
Create and manage queues
This objective may include but is not limited to: Differentiate between queue types; create and maintain queues; add cases and activities to queues; reconfigure queue items; implement case routing
Create and manage entitlements
This objective may include but is not limited to: Define entitlements; create and maintain entitlement templates; create and configure a new entitlement; create entitlements and add entitlement lines; apply entitlements to cases; associate products; associate entitlement channels; associate an SLA; activate and deactivate entitlements; renew an entitlement
Create and manage SLAs
This objective may include but is not limited to: Define standard and enhanced SLAs; implement SLA actions and details; use SLAs on-demand; manage cases with standard and enhanced SLAs
Implement Service Management Analysis and Voice of the Customer (VOC) Surveys (15% - 20%)
Perform service management analysis
This objective may include but is not limited to: Create Microsoft Power BI dashboards; create service dashboards; design and create system charts; identify goal management components; define goals; implement and configure Advanced Find; create editable grids; identify service report types; design reports; export content to Microsoft Excel
Implement VOC Surveys
This objective may include but is not limited to: Identify VOC features and components; install and configure VOC; create survey forms; create surveys by using the survey designer; create and configure surveys; link survey questions; pipe data into surveys; route responses; configure survey distribution options; identify and configure survey result options
Manage the Unified Service Desk (USD) (15% - 20%)
Install and configure the USD application
This objective may include but is not limited to: Install and configure the USD application; define User Interface Integration (UII) actions and calls; create an action call; Manage connections by using Connection Manager, Global Manager, and debugger
Implement hosted controls
This objective may include but is not limited to: Create hosted controls; implement toolbars; identify and declare common events; implement window navigation rules; create and configure default and specific rules; implement data and replacement parameters
Manage the USD
This objective may include but is not limited to: Manage USD sessions; configure user settings and options; create agent scripts; identify debugger capabilities and components; view page data and parameters in the debugger
Manage Microsoft Dynamics Field Service an the Interactive Services Hub (15% - 20%)
Install and configure Microsoft Dynamics 365 Field Service
This objective may include but is not limited to: Plan a Field Service implementation; identify Field Service security roles and administration tasks; view and configure the schedule board; implement the schedule assistant; identify work order relationships; identify accounts, incident types, and service task types; identify agreement options; configure agreement bookings and invoices
Manage the Field Service mobile app and other Field Service features
This objective may include but is not limited to: Identify features and limitations of the mobile app; configure the Field Service mobile app; review customer assets; manage the purchase order process; manage inventory; process returns