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| Exam Code | MB2-718 |
| Duration | 120 mins |
| Number of Questions | 40-60 |
| Books / Training | 81057: 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 |
| Exam Name | Microsoft Certified Solutions Expert (MCSE) - Business Applications |
| Exam Price | $165 (USD) |
| Schedule Exam | Pearson VUE |
| Sample Questions | Microsoft Dynamics 365 for Customer Service Sample Questions |
| Passing Score | 700 / 1000 |
Reference: https://www.microsoft.com/en-us/learning/exam-mb2-718.aspx
Microsoft Dynamics 365 for Customer Service MB2-718 Exam which is related to Microsoft Certified Professional Certification. This exam measures and validates the create and manage cases, create and manage queues, install and configure Dynamics 365 field service, identify features and limitation of the Mobile Apps. App Developers, Sales Operations Managers, and IT Professionals usually hold or pursue this certification and you can expect the same job role after completion of this certification.
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| Section | Weight | Objectives |
|---|---|---|
| Manage Dynamics 365 Field Service Integration | 20% | - Resource management and scheduling - Field service and customer service integration - Products, price lists, and territories |
| Implement Service Management Analysis and Voice of the Customer | 25% | - Service analytics and reporting
|
| Manage Cases, Knowledge Base, and Interactive Service Hub | 35% | - Configure Interactive Service Hub / Customer Service Hub
|
| Configure Unified Service Desk | 20% | - Toolbars, navigation rules, and events - Session management and integration - Hosted controls and configuration |
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