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Reference: https://www.microsoft.com/en-us/learning/exam-mb2-718.aspx

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Microsoft Dynamics 365 for Customer Service Exam Certification Details:

Sample QuestionsMicrosoft Dynamics 365 for Customer Service Sample Questions
Number of Questions40-60
Exam Price$165 (USD)
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
Schedule ExamPearson VUE
Exam CodeMB2-718
Passing Score700 / 1000
Exam NameMicrosoft Certified Solutions Expert (MCSE) - Business Applications
Duration120 mins

How much MB2-718 Exam Cost

The price of the MB2-718 exam is $165 USD.

Microsoft MB2-718日本語 Exam Syllabus Topics:

SectionObjectives
Topic 1: Configure Microsoft Dynamics 365 for Customer Service- Set up and configure customer service applications
  • 1. Configure system settings and preferences
    • 2. Manage security roles and business units
      • 3. Configure service management settings
        Topic 2: Omnichannel and service automation- Service automation tools
        • 1. Automate workflows for service cases
          • 2. Configure routing rules
            Topic 3: Manage cases and service requests- Service level management
            • 1. Configure SLAs
              • 2. Track SLA compliance
                - Case lifecycle management
                • 1. Escalate and resolve cases
                  • 2. Create and manage cases
                    • 3. Route cases using queues
                      Topic 4: Reporting and analytics- Customer service reporting
                      • 1. Use dashboards and reports
                        • 2. Monitor service performance metrics
                          Topic 5: Knowledge management- Knowledge base configuration
                          • 1. Create and publish knowledge articles
                            • 2. Search and use knowledge articles

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