Microsoft Dynamics 365 for Customer Service : MB2-718

  • Exam Code: MB2-718
  • Exam Name: Microsoft Dynamics 365 for Customer Service
  • Updated: Sep 07, 2025     Q & A: 90 Questions and Answers

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About Microsoft MB2-718 Exam

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The benefit in Obtaining the MB2-718 Exam Certification

  • Candidates will get in-depth knowledge by completing the courses along with the access to revision materials for 6 months upon completion means they will have a wider skill set when it comes to the various technologies and systems than an uncertified professional. Certified Professional in this particular skill set is 74% more efficient when it comes to completing their tasks in a timely well-executed manner.
  • Organization owners invest a lot in their employees when it comes to their training with the goal of making them quicker, more efficient, and more knowledgeable about their role. Certified Professional will reduce the time he spends on tasks, meaning he can get more done this could help reduce company downtime when repairing faults on a system or fixing hardware problems.
  • After completion of Microsoft Certified Professional Certification candidates receive official confirmation from Microsoft that you are now fully certified in their chosen field. This can be now added to their CV, cover letters and job applications.
  • When Candidates applying for a job or looking to promotion in their current position, a Microsoft Certified Professional certification in the field in which Candidates are applying will put you at the top of the list and make them a desirable candidate for employers.
  • Becoming Microsoft Certified Professional means one thing you are worth more to the company and therefore more to yourself in the form of an upgraded pay package. On average a Microsoft Certified Professional member of staff is estimated to be worth 30% more to a company than their uncertified professionals.

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

MB2-718 Exam topics

Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our MB2-718 exam dumps will include the following topics:

  • Implement Service Management Analysis and Voice of the Customer Surveys 15%-20%
  • Manage Queues, Entitlements, and Service Level Agreements (SLAs) 20%-25%
  • Manage Cases, the Knowledge Base, and the Interactive Service Hub 25%-30%
  • Manage the Unified Service Desk (USD) 15%-20%
  • Manage Dynamics Field Service and the Interactive Services Hub 15%-20%

Microsoft Dynamics 365 for Customer Service Exam Certification Details:

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

Microsoft MB2-718 Exam Syllabus Topics:

TopicDetails
Manage Cases, the Knowledge Base, and the Interactive Service Hub (25% - 30%)
Create and manage cases-Manage case lists and views, search for case records, create a new case record, convert activities to cases, perform case resolution processes, implement case routing rules; set up and configure case creation and update rules, implement parent/child cases, merge cases
Create and manage the knowledge base-Search for articles; associate an article with a case; use knowledge base articles to help resolve cases; create, manage, and maintain knowledge base article templates; create, modify, and publish knowledge base articles; format articles; attach knowledge base articles to email messages
Install and configure Microsoft Dynamics CRM Server-Install sample data; install and configure language packs, install the email router, configure server synchronization, configure SharePoint integration, install the SSRS data connector
Manage the Interactive Service Hub-Implement single-stream and multi-stream dashboards, manage queues and cases from streams
Manage Queues, Entitlements, and Service Level Agreements (SLAs) (20% - 25%)
Create and manage queues-Differentiate between queue types, create and maintain queues, add cases and activities to queues, reconfigure queue items, implement case routing
Create and manage entitlements-Define entitlements, create and maintain entitlement templates, create and configure a new entitlement, create entitlements and add entitlement lines, apply entitlements to cases, associate products, associate entitlement channels, associate an SLA, activate and deactivate entitlements, renew an entitlement
Create and manage SLAs-Define standard and enhanced SLAs, implement SLA actions and details, use SLAs on-demand, manage cases with standard and enhanced SLAs
Implement Service Management Analysis and Voice of the Customer Surveys (15% - 20%)
Perform service management analysis-Create Microsoft Power BI dashboards, create service dashboards, design and create system charts, identify goal management components, define goals, implement and configure Advanced Find, create editable grids, identify service report types, design reports, export content to Microsoft Excel
Upgrade Microsoft Dynamics CRM and other components-Identify VOC features and components, install and configure VOC, create survey forms, create surveys by using the survey designer, create and configure surveys, link survey questions, pipe data into surveys, route responses, configure survey distribution options, identify and configure survey result options
Manage the Unified Service Desk (USD) (15% - 20%)
Install and configure the USD application-This topic may include: Install and configure the USD application; define User Interface Integration (UII) actions and calls; create an action call; manage connections by using Connection Manager, Global Manager, and debugger
Implement hosted controls-Create hosted controls, implement toolbars, identify and declare common events, implement window navigation rules, create and configure default and specific rules, implement data and replacement parameters
Configure server-side synchronization-Manage USD sessions, configure user settings and options, create agent scripts, identify debugger capabilities and components, view page data and parameters in the debugger
Manage Dynamics Field Service and the Interacitve Services Hub (15% - 20%)
Install and configure Dynamics 365 Field Service-Plan a Field Service implementation; identify Field Service security roles and administration tasks; view and configure the schedule board; implement the schedule assistant; identify work order relationships; identify accounts, incident types, and service task types; identify agreement options; configure agreement bookings and invoices
Manage the Field Service mobile app and other Field Service features-Identify features and limitations of the mobile app, configure the Field Service mobile app, review customer assets, manage the purchase order process, manage inventory, process returns

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