Fear of failure keeps more candidates away from the MB2-714 exam than the exam itself ever could. At RealVCE, the Microsoft Dynamics CRM 2016 Customer Service practice materials come with a free demo you can review at your own pace, so your decision is based on what the product actually is — 92+ Q&As with expert-verified answers — rather than on worry.
Microsoft MB2-714 Exam Overview:
| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics CRM 2016 Customer Service |
| Exam Number: | MB2-714 |
| Certificate Validity Period: | Retired (no longer part of current role-based certification path) |
| Exam Duration: | 120 minutes |
| Exam Price: | USD pricing varies by region (Microsoft exam standard pricing) |
| Exam Format: | Multiple choice, Multiple response |
| Related Certifications: | Microsoft Dynamics CRM 2016 Customization and Configuration (MB2-707) Microsoft Dynamics CRM 2016 Sales (MB2-713) |
| Available Languages: | English |
| Real Exam Qty: | 91 |
| Passing Score: | Not publicly disclosed by Microsoft |
| Sample Questions: |  |
| Exam Way: | Proctored exam at a test centre or online via Microsoft's authorized exam delivery partner |
| Pre Condition: | Recommended experience with Microsoft Dynamics CRM 2016 service module features; no strict prerequisite exam published by Microsoft |
Microsoft MB2-714 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management Analysis | - Use service reports and dashboards - Analyze service metrics |
| Topic 2: Case and Knowledge Base Management | - Create and manage cases - Search and associate articles - Work with the knowledge base |
| Topic 3: FieldOne and Surveys | - Configure and use surveys - Work with FieldOne |
| Topic 4: Queues, Entitlements, and SLAs | - Implement service level agreements - Manage entitlements - Configure and manage queues |
| Topic 5: Service Scheduling and Interactive Service Hub | - Work with interactive dashboards - Understand service scheduling scenarios - Use Unified Service Desk |
Your Questions About the Microsoft Dynamics CRM 2016 Customer Service Exam, Answered
The MB2-714 exam is the required test for earning the Microsoft Dynamics CRM 2016 Customer Service certification from Microsoft. It assesses your command of the official exam objectives through scenario-based and knowledge questions, and the resulting credential is widely recognized by employers. Its reputation for difficulty is real but manageable — candidates who practice consistently with quality materials routinely walk in well prepared.
The official outline for the MB2-714 exam highlights these domains:
- Service Scheduling and Interactive Service Hub ()
- FieldOne and Surveys ()
- Service Management Analysis ()
Seeing the topics laid out this way often shrinks the exam's intimidation factor — each domain is a finite, learnable block, and the Microsoft Dynamics CRM 2016 Customer Service practice questions at RealVCE follow the same structure.
Recommended experience with Microsoft Dynamics CRM 2016 service module features; no strict prerequisite exam published by Microsoft
The MB2-714 exam is demanding, but its difficulty is specific, not mysterious: unfamiliar question formats, time pressure, and a few heavily weighted domains. All three respond to the same remedy — repeated, timed exposure to exam-style questions. That is what the Microsoft Dynamics CRM 2016 Customer Service practice materials at RealVCE provide, and the free demo lets you measure the real difficulty yourself before committing, which is usually the moment the fear starts shrinking.
The MB2-714 exam consists of 91 questions with a time allowance of 120 minutes minutes. Practicing full sets under a similar time cap is the most direct way to make sure pacing never costs you points on exam day.
Because seeing beats guessing. The free demo of the MB2-714 exam materials at RealVCE contains genuine samples from the full Microsoft Dynamics CRM 2016 Customer Service question set — same format, same expert-verified answers — and downloading it costs nothing. If you are unsure whether the materials match your level or your study style, the demo answers that question with evidence rather than marketing, and every demo on the site is free of charge.
The passing score is Not publicly disclosed by Microsoft and the exam fee is USD pricing varies by region (Microsoft exam standard pricing). Knowing both numbers early helps you plan: aim to be consistently above the passing mark in timed practice sessions before you spend the fee on a booking.
Microsoft Dynamics CRM 2016 Customer Service Sample Questions:
You have a Dynamics CRM organization.
You need to recommend which technology can be used to integrate CRM to a telephony system and to provide call scripts from within CRM cases.
Which technology should you recommend?
- A. Microsoft Parature
- B. the Integrated Desktop Agent
- C. the interactive service hub
- D. the Engagement Hub
Correct Answer: C 🗳️
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 fuel costs of the service calls
- B. reduces the use of social technology
- C. reduces the number of service calls
- D. reduces the use of web portals and mobile apps
Correct Answer: C 🗳️
You have two sites.
You need to ensure that all of the resources for a scheduling activity are from the same site.
What should you use?
- A. a resource group
- B. a service level agreement (SLA)
- C. a selection rule
- D. a field security profile
Correct Answer: C 🗳️
A task activity is assigned to a user named SalesUser1.
After reviewing the task activity, SalesUser1 identifies that the activity must be handled by customer service.
SalesUser1 needs to send the task activity to a queue named Customer Service Queue.
SalesUser1 opens the task activity.
What should SalesUser1 do next?
- A. 1 Set the Regarding field,
- B. Modify the owner
- C. Edit the Queue Item Details.
- D. Select the queue.
Correct Answer: D 🗳️
You are responsible for all of the cases created for a customer named Fourth Coffee. The cases are entered by using the customer portal.
You need to ensure that any cases created for Fourth Coffee are assigned to you.
What should you do?
- A. Update the entitlement.
- B. Create a routing rule.
- C. Create a service level agreement (SLA) item.
- D. Change the owner of the account.
Correct Answer: B 🗳️
Isidore 
Hugo 
Magee 
Venus 
Barry 
Victoria 
Luther 
Catherine 
Horace 
Isaac 
Matt 
Otto 
Truda 
Verna 
Ralap 
Lawrence 
Pag 
Rachel 
Ethel 
