Category Dynamics 365 / CRM 2016

Knowledge Base Article Management in CRM – MB2-714 Notes

Shaun Wilkinson Leave a comment

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

Shaun Wilkinson Leave a comment

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” →

Creating a HTML Email in CRM 2016

Shaun Wilkinson Leave a comment

Unfortunately CRM 2016 has not seen the long-wished for update to it’s email editor, however not only is it still possible to use the method I covered in my last article on this topic it is also possible to use your favourite text editor to write the HTML and then simply pasting the code into the template editor directly. Continue reading “Creating a HTML Email in CRM 2016” →