Microsoft MB2-714 - Microsoft Dynamics CRM 2016 Customer Service
- Exam Code: MB2-714
- Exam Name: Microsoft Dynamics CRM 2016 Customer Service
- Updated: Sep 16, 2026
- Q & A: 92 Questions and Answers
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.
| 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| Certificate Validity Period: | Retired (no longer active exam) |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: | ![]() |
| 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 |
| Section | Objectives |
|---|---|
| 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 |
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The Microsoft Dynamics CRM 2016 Customer Service blueprint covers these principal domains:
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.
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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?
Correct Answer: D 🗳️
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 .
Correct Answer: A,B 🗳️
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?
Correct Answer: D 🗳️
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.
Correct Answer: B,D,E 🗳️
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?
Correct Answer: C 🗳️
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