Study Notes – 98-366 Networking Fundamentals – The OSI Model

There’s been a lack of posts recently due to studying for university among other things, partly to get something new out and partly as a self-help tool I’m going to upload several articles that cover my study notes for the Microsoft 98-366 Networking Fundamentals course which I’m currently studying in depth to further aid my Systems Administration and Dynamics skills.

For some study material I’d highly suggest going to this link, which is a copy of the Microsoft Official Academic Course for Networking Fundamentals.

Hopefully this helps somebody else too, and if you spot any mistakes don’t hesitate to get in touch in the comments below.

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Service Management in CRM 2016 – MB2-714 Exam Notes

This post is part of my MB2-714 exam series of articles and contains my notes relating to entitlement management in CRM 2016.

This post covers the following required areas –

  • 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

Continue reading “Service Management in CRM 2016 – MB2-714 Exam Notes”

Entitlement Management in CRM2016 – MB2-714 Notes

This post is part of my MB2-714 exam series of articles and contains my notes relating to entitlement management in CRM 2016.

This post covers the following required areas –

  • 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

Continue reading “Entitlement Management in CRM2016 – MB2-714 Notes”

Queue Management in CRM – MB2-714 Notes

This post is part of my MB2-714 exam series of articles and contains my notes relating to queue management in CRM 2016 which is an important element of the MB2-714 exam for CRM and which can be one of the more difficult elements to grasp in it’s entirety.

This post covers the following required areas –

  • Understand system queues and personal queues
  • Create and maintain queues
  • Add cases and activities to queues
  • Work with queue items
  • Implement case routing

Continue reading “Queue Management in CRM – MB2-714 Notes”

Knowledge Base Article Management in CRM – MB2-714 Notes

This post is part of my MB2-714 exam series of articles and contains my notes relating to knowledge base article management in CRM 2016 which is an important element of the MB2-714 exam for CRM.

This post covers the following required areas –

  • 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

Continue reading “Knowledge Base Article Management in CRM – MB2-714 Notes”

Case Management in CRM – MB2-714 Notes

I’m currently working towards my second Microsoft CRM exam and thought it would be a good practice to record my notes as I go along. Hopefully these prove valuable to others hoping to take MB2-714 CRM Customer Service exam.

This post is part of my MB2-714 exam series of articles and contains my notes relating to case management in CRM 2016 which is an important element of the MB2-714 exam for CRM.

This post covers the following required areas –

  • Work with the case list and views
  • Search for case records
  • Create a new case record
  • Understand fields on a default case form
  • Analyze business process flows
  • Convert activities to cases
  • Understand the case resolution process
  • Use case routing rules
  • Use case creation rules

Continue reading “Case Management in CRM – MB2-714 Notes”