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” →
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