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”