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Microsoft Dynamics 365 for Customer Service MB2-718 Exam

Microsoft Dynamics 365 for Customer Service MB2-718 Exam which is related to Microsoft Certified Professional Certification. This exam measures and validates the create and manage cases, create and manage queues, install and configure Dynamics 365 field service, identify features and limitation of the Mobile Apps. App Developers, Sales Operations Managers, and IT Professionals usually hold or pursue this certification and you can expect the same job role after completion of this certification.

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The Microsoft Dynamics 365 for Customer Service MB2-718 Exam certification is an internationally recognized validation that identifies persons who earn it as possessing skilled as a Microsoft Certified Professional. If candidates want significant improvement in career growth needs enhanced knowledge, skills, and talents. The Microsoft Dynamics 365 for Customer Service MB2-718 Exam certification provides proof of this advanced knowledge and skill. If a candidate has knowledge of associated technologies and skills that are required to pass Microsoft Dynamics 365 for Customer Service MB2-718 Exam then he should take this exam.

Reference: https://www.microsoft.com/en-us/learning/exam-mb2-718.aspx

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Microsoft MB2-718日本語 Exam Syllabus Topics:

SectionWeightObjectives
Manage Dynamics 365 Field Service Integration20%- Products, price lists, and territories
- Field service and customer service integration
- Resource management and scheduling
Configure Unified Service Desk20%- Session management and integration
- Toolbars, navigation rules, and events
- Hosted controls and configuration
Implement Service Management Analysis and Voice of the Customer25%- Service analytics and reporting
  • 1. Dashboards and charts
    • 2. Custom views and reports
      - Voice of the Customer surveys
      • 1. Distribute and analyze survey responses
        • 2. Create and configure surveys
          Manage Cases, Knowledge Base, and Interactive Service Hub35%- Implement knowledge management
          • 1. Create and publish knowledge articles
            • 2. Knowledge base configuration
              • 3. Article search and association
                - Create and manage cases
                • 1. Case lifecycle and processes
                  • 2. Queues, routing, and assignment
                    • 3. Entitlements and service level agreements (SLAs)
                      - Configure Interactive Service Hub / Customer Service Hub
                      • 1. Dashboards and streams
                        • 2. Unified interface configuration

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