Exam Name: Microsoft Dynamics 365 for Customer Service
Certification Provider: Microsoft
Corresponding Certification: Microsoft Dynamics 365
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Microsoft MB2-718 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Manage Cases, Knowledge Base, and Service Hub | 25% | - Manage Knowledge Base articles - Use the Interactive Service Hub - Create and manage cases |
| Manage Queues, Entitlements, and SLAs | 25% | - Configure service level agreements - Define entitlements and channels - Configure queues |
| Service Management Analysis and Surveys | 20% | - Service management analysis with Power BI - Voice of the Customer surveys |
| Dynamics Field Service and USD | 20% | - Field Service mobile app and schedule board - Unified Service Desk configuration |
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