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Microsoft Dynamics 365

  • Published:
    February 21, 2017
  • Languages:
  • Audiences:
    IT professionals, Developers
  • Technology:
    Microsoft Dynamics 365 Enterprise
  • Credit towards certification:

Microsoft Dynamics 365 for Customer Service

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Skills measured

This exam measures your ability to accomplish the technical tasks listed below. The percentages indicate the relative weight of each major topic area in the exam. The higher the percentage, the more questions you are likely to see on that content area in the exam. View video tutorials about the variety of question types on Microsoft exams.

Please note that the questions may test on, but will not be limited to, the topics described in the bulleted text.

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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 synchronisation, 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 synchronisation
    • 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

Preparation options

Self-paced training

Online learning through the Microsoft Dynamics Learning Portal (DLP) is available to Microsoft Dynamics Partners who have purchased a training pack. If you haven’t purchased a training pack, sign in toPartnerSource and view the training pack details page. Find out how togain access to the DLP site.

These DLP courses cover content for Exam MB2-718.

81057: 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

These Digital Learning courses provide students with the tools to customise Dynamics 365 implementation for Customer Service. The focus is on understanding some of the powerful capabilities that a customer service agent can utilise within Microsoft Dynamics 365.

Customers on a service plan can access online learning fromCustomerSource. Please contact if you have questions.

From the community

Microsoft Dynamics CRM Team Blog

Who should take this exam?

Individuals wishing to obtain a certification on Microsoft Dynamics 365 for Customer Service should take this exam. include sales operations managers, customer service managers, service schedulers, administrators, office managers, executives, partners, and consultants who want to demonstrate a foundational understanding of the application functionality. The exam is appropriate for those who are new to CRM but have a background in the business process as well as Microsoft Office.

More information about exams

Preparing for an exam

We recommend that you review this exam preparation guide in its entirety and familiarise yourself with the resources on this website before you schedule your exam. See the Microsoft Certification exam overview for information about registration, videos of typical exam question formats and other preparation resources. For information on exam policies and scoring, see the Microsoft Certification exam policies and FAQs.


This preparation guide is subject to change at any time without prior notice and at the sole discretion of Microsoft. Microsoft exams might include adaptive testing technology and simulation items. Microsoft does not identify the format in which exams are presented. Please use this preparation guide to prepare for the exam, regardless of its format. To help you prepare for this exam, Microsoft recommends that you have hands-on experience with the product and that you use the specified training resources. These training resources do not necessarily cover all of the topics listed in the "Skills measured" section.