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Microsoft Dynamics 365 for Customer Service Exam Certification Details:

Books / Training81057: Agent Enablement in Microsoft Dynamics 365 for Customer Service
81058: Service Intelligence in Microsoft Dynamics 365 for Customer Service
81063: Voice of the Customer in Microsoft Dynamics 365 for Customer Service
81064: Microsoft Dynamics 365 Unified Service Desk For Customer Service
81065: Microsoft Dynamics 365 for Field Service
Number of Questions40-60
Passing Score700 / 1000
Sample QuestionsMicrosoft Dynamics 365 for Customer Service Sample Questions
Schedule ExamPearson VUE
Exam CodeMB2-718
Exam NameMicrosoft Certified Solutions Expert (MCSE) - Business Applications
Exam Price$165 (USD)
Duration120 mins

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Microsoft MB2-718日本語 Exam Syllabus Topics:

SectionObjectives
Knowledge management- Knowledge base configuration
  • 1. Create and publish knowledge articles
    • 2. Search and use knowledge articles
      Manage cases and service requests- Case lifecycle management
      • 1. Escalate and resolve cases
        • 2. Route cases using queues
          • 3. Create and manage cases
            - Service level management
            • 1. Configure SLAs
              • 2. Track SLA compliance
                Reporting and analytics- Customer service reporting
                • 1. Monitor service performance metrics
                  • 2. Use dashboards and reports
                    Configure Microsoft Dynamics 365 for Customer Service- Set up and configure customer service applications
                    • 1. Manage security roles and business units
                      • 2. Configure service management settings
                        • 3. Configure system settings and preferences
                          Omnichannel and service automation- Service automation tools
                          • 1. Configure routing rules
                            • 2. Automate workflows for service cases

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