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Microsoft Dynamics CRM 2016 Customer Service
Published: January 22, 2016
Languages: English, Chinese (Simplified), French, German, Japanese, Spanish
Audiences: Information workers
Technology: Microsoft Dynamics CRM
Credit toward certification: Specialist
This exam measures your ability to accomplish the technical tasks listed below. The percentages indicate the relative weight of each major topic area on the exam. The higher the percentage, the more questions you are likely to see on that content area on the exam. View video tutorials about the variety of question types on Microsoft exams.
Please note that the questions may test on, but will not be limited to, the topics described in the bulleted text.
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Manage cases and the knowledge base (25-30%)
Create and manage cases
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
Create and manage the knowledge base
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
Manage queues, entitlements, and service level agreements (SLAs) (25-30%)
Create and manage queues
Understand system queues and personal queues; create and maintain queues; add cases and activities to queues; work with queue items; implement case routing
Create and manage entitlements
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
Create and manage SLAs
Understand standard and enhanced SLAs; create SLA actions and details; use SLAs on-demand; manage cases with SLAs; manage service scheduling, interactive service hub, and the unified service desk
Manage service scheduling, interactive service hub, and the unified help desk (20-25%)
Implement and manage service scheduling
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
Work with the interactive service hub and the unified service desk
Work with single-stream and multi-stream dashboards; manage queues and cases from streams; create interactive dashboards; understand the unified service desk; understand integrated agent desktop components
Work with FieldOne and surveys and perform service management analysis (20-25%)
Perform service management analysis
Use Microsoft Power BI service dashboards; work with the service calendar; work with service reports; work with service dashboards; work with system charts for cases; understand service metrics and goals; create goals for case records
Use FieldOne with service management
Understand FieldOne functionality; identify reasons to automate the field service organization; identify the benefits of using FieldOne
Work with surveys
Understand survey distribution options; create and configure surveys; capture responses
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