


| Exam Code | MB2-718 |
| Number of Questions | 40-60 |
| Passing Score | 700 / 1000 |
| Books / Training | 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 |
| Duration | 120 mins |
| Sample Questions | Microsoft Dynamics 365 for Customer Service Sample Questions |
| Schedule Exam | Pearson VUE |
| Exam Name | Microsoft Certified Solutions Expert (MCSE) - Business Applications |
| Exam Price | $165 (USD) |
Reference: https://www.microsoft.com/en-us/learning/exam-mb2-718.aspx
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| Section | Weight | Objectives |
|---|---|---|
| Manage Cases, Knowledge Base, and Interactive Service Hub | 35% | - Configure Interactive Service Hub / Customer Service Hub
|
| Configure Unified Service Desk | 20% | - Hosted controls and configuration - Session management and integration - Toolbars, navigation rules, and events |
| Implement Service Management Analysis and Voice of the Customer | 25% | - Service analytics and reporting
|
| Manage Dynamics 365 Field Service Integration | 20% | - Products, price lists, and territories - Field service and customer service integration - Resource management and scheduling |
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