Exam Name: Microsoft Dynamics CRM 2016 Customer Service
Certification Provider: Microsoft
Corresponding Certification: Microsoft Dynamics CRM
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The MB2-714 Exam certification is an internationally-recognized certification which help to have validation for those professionals who are keen to make their career in Microsoft Dynamics CRM domain. Candidates for this exam are familiar with general Microsoft Dynamics CRM concepts and the technologies. Candidates should have some hands-on experience with Windows-based Microsoft Dynamics CRM. It is good for these candidates
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Reference: https://www.microsoft.com/en-us/learning/exam-mb2-714.aspx
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Microsoft MB2-714 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Customer Service Management | - Case management - Knowledge base management - Queue management - Entitlements and SLAs |
| Topic 2: Customization and Integration | - Entity customization - System integration concepts |
| Topic 3: Reporting and Analytics | - Dashboards - Reports |
| Topic 4: Process Automation | - Workflows - Business process flows |
| Topic 5: Service Configuration and Administration | - Security roles for customer service - Service settings configuration - Service scheduling |
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