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Microsoft Dynamics CRM

  • Published:
    December 26, 2014
  • Languages:
    English, Chinese (Simplified), Japanese
  • Audiences:
    IT professionals
  • Technology:
    Microsoft Dynamics CRM
  • Credit toward certification:

Microsoft Dynamics CRM Application

This exam has been retired

For currently available options, please see the Microsoft Certification exam list.


Introduction to Microsoft Dynamics CRM 2013

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 on the exam. The higher the percentage, the more questions you are likely to see on that content area on 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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Apply sales management concepts (10–15%)
  • Work with customers
    • Identify customers who would benefit from sales management, identify core record types, describe how core record types are used in sales management, create and maintain customer records
  • Manage sales operations
    • Create, maintain, and use sales literature; create and maintain competitors; create and maintain sales territories; configure multiple currencies
  • Understand social listening
    • Identify social media channels, create and run search to listen for keywords, create an alert, determine where social insights can be added
Manage leads and opportunities (10–15%)
  • Work with leads
    • Determine when to use leads and opportunities, create and maintain leads, qualify and disqualify leads, convert email messages to leads, describe stages and steps in the lead process ribbon, describe the lead conversion process
  • Create opportunities
    • Create and maintain opportunities, convert activities and leads to opportunities, evaluate when to use system-calculated or user-provided values for revenue fields, describe stages and steps in the opportunity process ribbon
  • Manage opportunities
    • Close opportunities; view resolution activities; work with opportunity views; create and maintain opportunity connections; add post, activities, and notes in the collaboration pane; assign ownership of opportunity records to users or teams; add sales teams to opportunity records
Process sales (10–15%)
  • Manage the product catalog
    • Create unit groups, create products and add them to the product catalog, create price lists, create tailored price lists, create product kits and product bundles, group products by using product families, view product relationships by using hierarchy visualization, manage multiple currencies
  • Work with opportunities and quotes
    • Add opportunity products, capture product properties, suggest cross-sell and up-sell products, create new quotes, create a quote from an opportunity, activate and revise quotes, determine the impact of different currencies on price calculations and price lists
  • Work with orders and invoices
    • Create new orders; create new invoices; convert a quote to an order to an invoice; identify quote status changes; select alternate price lists with opportunities, quotes, orders, or invoice records
Analyze reports and sales (10–15%)
  • Manage sales metrics and goals
    • Define goal metric records; configure fiscal periods; define goal records; describe target, actual, and in-progress values for goal records; describe how to recalculate goals; describe a rollup query
  • Work with reports and views
    • Build reports with Report Wizard; identify report outputs; export information to Microsoft Excel; differentiate between features of static and dynamic view exports to Excel; work with Advanced Find; share dashboards, charts, and Advanced Find queries
  • Work with charts and dashboards
    • Create, configure, and share personal charts; create, configure, and publish system charts; create new system dashboards; describe uses of web resources and IFrames; differentiate between personal and system dashboards, charts, and views
Apply service management (10–15%)
  • Work with service management
    • Identify customers who would benefit from service management, identify core record types, describe how core record types are used in service management
  • Work with business process flows
    • Describe the purpose of business process flow in service management, identify what can be done programmatically in a business process flow, describe the rules-based branching feature of business process flow
  • Configure service management
    • Create case routing rules, create automatic case creation rules, create and maintain the subject tree, configure parent-child case settings
Manage service cases (10–15%)
  • Work with cases
    • Identify case lists and views, describe steps in automated case creation, identify benefits of case hierarchy, search for cases
  • Create cases
    • Identify ways to create new cases; create new case record; convert activity records to cases; create parent-child cases; identify case relationships; add posts, activities, and notes in the collaboration pane
  • Maintain cases
    • Describe stages and steps in the case process ribbon; identify actions that can be taken on a case; merge cases; cancel, delete, resolve, and reactivate cases; apply routing rules to cases
  • Work with the Knowledge Base
    • Search for Knowledge Base articles; create and maintain article templates; create, approve, and publish articles; search articles from case records; associate articles to a case; send Knowledge Base articles
  • Use queues
    • Differentiate between system and personal queues, create and maintain queues, assign cases and activities to queues, work with queue items, describe the process of working with queues, describe how case routing rules apply to queues
Manage contracts and entitlements (10–15%)
  • Work with entitlements
    • Create entitlement templates, create entitlements for a customer, add entitlement lines and associate with products, identify channels supported for entitlements, identify when case entitlements decrement and increment, describe the entitlement life cycle
  • Work with service level agreements (SLAs)
    • Identify SLA tracking KPIs and indicators, create a service level agreement, create SLA items, associate a service level agreement with an entitlement, describe the purpose of the timer control on the case form, configure service system settings for SLAs
Work with service scheduling (10–15%)
  • Service scheduling concepts
    • Identify customers who would benefit from service scheduling functionality, define service scheduling terminology, identify service scheduling process flow
  • Manage service scheduling operations
    • Configure work hours for users and facilities/equipment, limit a resource’s availability, create resource groups, create a site and associate resources with it, create customer service schedules, create holiday schedules
  • Maintain services and capacity planning
    • Define capacity planning, create a new service record, add a selection rule for required users and resources, configure account and contact service preferences, create a service with a same-site selection rule
  • Schedule service activities
    • Schedule a service activity in the Service Calendar, schedule specific resources by using the scheduling engine, schedule a service activity with same site rules, reschedule service activities, change the status of service activities, display and resolve scheduling conflicts
Analyze and report on service management (5–10%)
  • Manage service metrics and goals
    • Identify typical service goals and metrics, create a monthly metric and goal for case records, describe steps for adding a Target-In-Progress-Actual chart to the service dashboard
  • Work with service management reports
    • Identify key features and uses of the Service Activity Volume report, evaluate which service management report is best used in a given situation, identify key features and uses of the Case Summary Table report
  • Work with charts and dashboards
    • Identify service management system dashboards, create a personal service dashboard, create a system chart for service management

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 to PartnerSource and view the training pack details page. Find out how to gain access to the DLP site.

These DLP courses cover content for Exam MB2-704.

80668: Customer Service in Microsoft Dynamics CRM Online

This course guides you through the process of working with your customers in Microsoft Dynamics CRM, including cost-effective resolution of customer complaints and services issues. It also provides insight on managing all related correspondence, documents, contacts, and conversations. This course demonstrates the rich and relevant view of your customer that provides your team with actionable insights, including the use of knowledge management in a centralized knowledge base.

80669: Sales and Marketing in Microsoft Dynamics CRM Online

This course describes the components used in Microsoft Dynamics CRM Sales Management and explains how they can apply to various business scenarios. It also details the entities or record types that Microsoft Dynamics CRM uses to track sales from potential to close. With this information, organizations can determine which aspects of the Sales module framework are appropriate for their organization.

Customers on a service plan can access online learning from CustomerSource. Please contact mlxsupp@microsoft.com if you have questions.

From the community

Microsoft Dynamics CRM Team Blog

Who should take this exam?

This exam is intended for individuals who plan to implement, use, maintain, or support Microsoft Dynamics CRM 2015 Sales and Customer Service applications in their organizations. This audience typically includes sales operations managers, customer service managers, service schedulers, administrators, office managers, executives, and consultants who want to demonstrate a foundational understanding of the application functionality.

More information about exams

Preparing for an exam

We recommend that you review this exam preparation guide in its entirety and familiarize 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 topics listed in the "Skills measured" section.