Book Image

Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide

By : Danny Varghese
Book Image

Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide

By: Danny Varghese

Overview of this book

Managing any relationship can be difficult. Microsoft Dynamics CRM 2011 enables an organization to manage their marketing, sales, and service efforts for a customer, and give users a 360 degree view of the customer."Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide" will assist individuals in passing the certification exam by reviewing each topic covered by the exam in depth, providing questions to test your knowledge at the end of each chapter, and finally by providing a 75 question practice exam including answers.You'll start with an introduction to Microsoft Dynamics CRM 2011 along with an overview of the exam, benefits of certification, and helpful exam taking tips.The following chapters take a deeper look into the CRM application itself covering each of the key modules: marketing, sales, service, and service scheduling. At the end of the book, there is a 75 question sample certification exam.This book will help you attain the MB2-868 certification, making you more marketable.
Table of Contents (19 chapters)
Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide
Credits
About the Author
Acknowledgement
About the Reviewers
www.packtpub.com
Preface
Answers to Sample Certification Exam Questions
Index

Summary


Service scheduling allows an organization to allocate the proper resources to help service their customers. Service is a type of work that is delivered to a customer and performed by one or more resources. For example, equipment repair, health services, legal, or accounting services. It's important to understand service scheduling terminology, such as resources, resource groups, sites, capacity scheduling, selection rules, and selection criteria. All of the aforementioned components may be needed when scheduling services for a customer. CRM helps to tackle four major scheduling scenarios:

  • Individual scenario

  • Different skills and shifts

  • Different skills, shifts, equipment, and sites

  • Different skills, equipment, and sites

A service activity is like any other activity, but it is related to a service. It can be associated to one or more customers, and resources (user, equipment, and facility). Setting up service scheduling entails the following potential tasks:

  • Setting up work hours, business...