Microsoft MB2-714 - Microsoft Dynamics CRM 2016 Customer Service

Microsoft MB2-714 Actual PDF
  • Exam Code: MB2-714
  • Exam Name: Microsoft Dynamics CRM 2016 Customer Service
  • Updated: Sep 16, 2026
  • Q & A: 92 Questions and Answers
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About Microsoft MB2-714 Exam

Still confused about how to prepare for the MB2-714 exam? The confusion ends with a clear resource: TestPDF's bank of 92 practice questions covering the Microsoft Dynamics CRM 2016 Customer Service objectives, every answer expert-verified, ready in 2026.

Microsoft MB2-714 Exam Overview:

Certification Vendor:Microsoft
Exam Name:Microsoft Dynamics CRM 2016 Customer Service
Exam Number:MB2-714
Passing Score:700 (on a 1000 scale)
Available Languages:English
Exam Price:$165 USD (varies by region)
Related Certifications:Microsoft Dynamics CRM 2016 Installation and Deployment
Microsoft Dynamics CRM 2016 Sales
Microsoft Dynamics CRM 2016 Customization and Configuration
Exam Duration:120 minutes
Real Exam Qty:40-60
Exam Format:Case study, Scenario-based questions, Multiple choice
Certificate Validity Period:Retired (no longer active exam)
Recommended Training:Microsoft Learn - Dynamics CRM 2016 Customer Service
Dynamics CRM 2016 training courses (Microsoft Learn / legacy materials)
Exam Registration:Microsoft Certification Exam Page
Pearson VUE Microsoft Exams
Sample Questions:Free Download MB2-714 Test PDF
Exam Way:Proctored exam delivered via Pearson VUE (online or authorized test center)
Pre Condition:No formal prerequisites required; recommended familiarity with Microsoft Dynamics CRM 2016 platform and customer service processes.
Official Syllabus URL:https://learn.microsoft.com/en-us/credentials/certifications/exams/mb2-714

Microsoft MB2-714 Exam Syllabus Topics:

SectionObjectives
Topic 1: Customization and Integration- System integration concepts
- Entity customization
Topic 2: Customer Service Management- Queue management
- Case management
- Entitlements and SLAs
- Knowledge base management
Topic 3: Service Configuration and Administration- Service settings configuration
- Security roles for customer service
- Service scheduling
Topic 4: Reporting and Analytics- Reports
- Dashboards
Topic 5: Process Automation- Business process flows
- Workflows

Clear Answers for Microsoft Dynamics CRM 2016 Customer Service Candidates

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The Microsoft Dynamics CRM 2016 Customer Service blueprint covers these principal domains:

  • Reporting and Analytics
  • Service Configuration and Administration
  • Customization and Integration

The remaining domains appear in the full official outline, all of which our bank addresses.

As of the latest information, the passing score for the MB2-714 exam is 700 (on a 1000 scale) and the fee is $165 USD (varies by region). Microsoft can revise both, so confirm the current figures on the official site before registering.

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Microsoft recommends these official training options:

Pick the course matching your experience, then reinforce it with regular question practice.

Microsoft lists the following prerequisites for the Microsoft Dynamics CRM 2016 Customer Service: No formal prerequisites required; recommended familiarity with Microsoft Dynamics CRM 2016 platform and customer service processes..

Confirm the details on the official certification page before you book.

Per current exam information, the MB2-714 exam includes 40-60 questions and allows 120 minutes minutes. Timed practice beforehand makes the format feel routine on the day.

Because every step respects your time. Buying is a simple, transparent procedure: choose your version or package, see the cost generated automatically, confirm, and order — then the materials arrive by email in about a minute. The MB2-714 content is clear, the main points easy to acquire, and every answer expert-verified; the PDF prints for paper review. When the exam changes, our experts devote their energy to immediate research and revision, and critical comments trigger improvement measures as soon as possible. A free demo lets you run a mini-test and confirm quality first, and your personal information is protected on an integrity-based platform throughout.

Microsoft Dynamics CRM 2016 Customer Service Sample Questions:

Question #1

You have an equipment resource for a forklift.
Several scheduling activities are configured to use the forklift.
The forklift breaks down and is sent for repairs.
You set the work hours for the forklift to unavailable.
You need to identify what will occur to the scheduling activities that require the forklift.
What should you identify?

  • A. The scheduling activities will be deactivated.
  • B. The scheduling activities will be scheduled automatically for the next available time.
  • C. The scheduling activities will be added to a queue.
  • D. The scheduling activities will continue as scheduled .
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #2

Your company has service technicians who are sent to customer sites.
Depending on the requirements of the customer, the service technicians might need to bring specific equipment.
You have a customer who requests a service technician named Tech 1.
When you attempt to schedule the service appointment, you discover that Tech1 is an unavailable resource. Tech1 can be scheduled for other service activities.
You need to identify what prevents Tech1 from being available for the service appointment.
Which two conditions should you identify? Each correct answer presents part of the solution .

  • A. the selection rules of the service
  • B. the resources of the resource group
  • C. the security of Tech1
  • D. the service preferences of the customer
Reveal Solution  Discussion  0

Correct Answer: A,B  🗳️

Question #3

Your customer service agents use two custom entities named Entity 1 and Entity2.
You need to organize the records for Entity1 and Entity2 so that they appear together in a single location.
What should you do first?

  • A. Enable the entities for queues.
  • B. Enable the entities for access teams.
  • C. Create a personal view.
  • D. Create a system view.
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #4

You plan to use the automatic record creation and update rules to create new records automata* based on different types of
You need to identify which record types can be used as the source type for the automatic record creation and update rules. Which three record types should you identify? Each correct answer presents a complete solution.

  • A. lead
  • B. social activity
  • C. custom activity
  • D. case
  • E. phone call
Reveal Solution  Discussion  0

Correct Answer: B,D,E  🗳️

Question #5

Your company deploys Dynamics CRM.
All of the employees who perform service calls for customers use CRM.
You plan to deploy FieldOne.
You need to identify a benefit of deploying FieldOne.
What should you identify?

  • A. reduces the use of social technology
  • B. reduces the fuel costs of the service calls
  • C. reduces the number of service calls
  • D. reduces the use of web portals and mobile apps
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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