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Microsoft MB2-714 Exam Syllabus Topics:
| Topic | Details |
|---|---|
| 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 |
Reference: https://www.microsoft.com/en-us/learning/exam-mb2-714.aspx
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