MB2-718: Dynamics 365 for Customer Service Certification dumb

MB2-718: Dynamics 365 for Customer Service Certification Exam Syllabus

Syllabus

Manage Cases, the Knowledge Base, and the Interactive Service Hub (25% - 30%)

• Create and manage cases
  • Manage case lists and views, search for case records, create a new case record, convert activities to cases, perform case resolution processes, implement case routing rules; set up and configure case creation and update rules, implement parent/child cases, merge cases
• 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
• Install and configure Microsoft Dynamics CRM Server
  • Install sample data; install and configure language packs, install the email router, configure server synchronization, configure SharePoint integration, install the SSRS data connector
• Manage the Interactive Service Hub
  • Implement single-stream and multi-stream dashboards, manage queues and cases from streams

Manage Queues, Entitlements, and Service Level Agreements (SLAs) (20% - 25%)

• Create and manage queues
  • Differentiate between queue types, create and maintain queues, add cases and activities to queues, reconfigure queue items, implement case routing
• Create and manage entitlements
  • Define entitlements, create and maintain entitlement templates, create and configure a new entitlement, create entitlements and add entitlement lines, apply entitlements to cases, associate products, associate entitlement channels, associate an SLA, activate and deactivate entitlements, renew an entitlement
• Create and manage SLAs
  • Define standard and enhanced SLAs, implement SLA actions and details, use SLAs on-demand, manage cases with standard and enhanced SLAs

Implement Service Management Analysis and Voice of the Customer Surveys (15% - 20%)

• Perform service management analysis
  • Create Microsoft Power BI dashboards, create service dashboards, design and create system charts, identify goal management components, define goals, implement and configure Advanced Find, create editable grids, identify service report types, design reports, export content to Microsoft Excel
• Upgrade Microsoft Dynamics CRM and other components
  • Identify VOC features and components, install and configure VOC, create survey forms, create surveys by using the survey designer, create and configure surveys, link survey questions, pipe data into surveys, route responses, configure survey distribution options, identify and configure survey result options

Manage the Unified Service Desk (USD) (15% - 20%)

• Install and configure the USD application
  • This topic may include: Install and configure the USD application; define User Interface Integration (UII) actions and calls; create an action call; manage connections by using Connection Manager, Global Manager, and debugger
• Implement hosted controls
  • Create hosted controls, implement toolbars, identify and declare common events, implement window navigation rules, create and configure default and specific rules, implement data and replacement parameters
• Configure server-side synchronization
  • Manage USD sessions, configure user settings and options, create agent scripts, identify debugger capabilities and components, view page data and parameters in the debugger

Manage Dynamics Field Service and the Interacitve Services Hub (15% - 20%)

• Install and configure Dynamics 365 Field Service
  • Plan a Field Service implementation; identify Field Service security roles and administration tasks; view and configure the schedule board; implement the schedule assistant; identify work order relationships; identify accounts, incident types, and service task types; identify agreement options; configure agreement bookings and invoices
• Manage the Field Service mobile app and other Field Service features
  • Identify features and limitations of the mobile app, configure the Field Service mobile app, review customer assets, manage the purchase order process, manage inventory, process returns

MB2-715: Dynamics 365 Customer Engagement Online Deployment Dumbs

MB2-715 Certification Syllabus

Create a Customer Organizational Structure (25% - 30%)

• Support the Microsoft Dynamics 365 client environment
  • Validate minimum browser requirements for devices utilizing the web interface to access Microsoft Dynamics 365, ensure client devices meet the minimum hardware specifications, support outlook integration by using Outlook or Outlook with Dynamics 365 App for Outlook installed, manage phone and tablet client environments
• Deploy Microsoft Dynamics
  • Determine the proper edition of Microsoft Dynamics 365 suited for the client; determine the proper pricing, packaging, and subscription model based on the needs of the organizational environment; create a deployment plan to meet organizational considerations
• Import data into the Microsoft Dynamics 365 environment
  • Design a data import plan, import data through supported methodologies, upload data from on-premises to Azure, manage large volume migrations with the Data Loader service
• Manage the Microsoft Dynamics 365 environment
  • Sign-up and cancel subscriptions, manage users, configure SSO and AD synchronization within hybrid environments with Active Directory Federation Services (ADFS), configure administrative access, assign roles

Administer the Microsoft Dynamics 365 Environment (25% - 30%)

• Deploy instances
  • Deploy appropriate number and types of instances for designated environments, deploy sandbox and production instances, configure and edit instance properties
• Manage instances
  • Switch an instance, reset an instance, delete an instance, copy an instance, manage regions and multiple tenant environments, manage storage and resources, manage administrative email notifications
• Manage updates
  • Design a Microsoft Dynamics 365 update policy; review, approve, and skip updates; schedule updates

Integrate Microsoft Dynamics with Other Applications (20% - 25%)

• Integrate Microsoft Exchange, SharePoint, and OneDrive with Microsoft Dynamics
  • Configure Exchange server synchronization for incoming and outgoing traffic, manage folder based tracking flows, manage SharePoint integration, enable OneDrive for Business, configure control access and folder structure for SharePoint
• Integrate other Microsoft Online Business Solutions with Microsoft Dynamics
  • Manage OneNote integration, manage Microsoft Social Engagement integration, manage Yammer integration, manage workspace collaboration with Office 365 Groups, manage and configure Delve integration
• Integrate customized and third party applications with Microsoft Dynamics
  • Configure and manage app modules, create customized function apps with App Designer, create site maps by using Design App Mapper, obtain access to additional apps through App Source and Power Apps

Manage Microsoft Outlook and Mobile Environments (25% - 30%)

• Integrate Microsoft Dynamics 365 with Outlook
  • Manage supported environments for Microsoft Dynamics 365 for Outlook, deploy Microsoft Dynamics 365 for Outlook through multiple methods, configure Microsoft Dynamics 365 for Outlook to connect to multiple instances, configure synchronized fields, perform basic functions using the Microsoft Dynamics 365 App for Outlook interface
• Manage and configure mobile apps for Microsoft Dynamics 365
• Configure Microsoft Dynamics 365 for phones express and newer Microsoft Dynamics 365 for Phones and Tablets, configure entities and security privileges, manage CRM forms and dashboards

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