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

Creating and managing accounts and contacts


Accounts and contacts are collectively known as customers in CRM. Understanding how to create and manage these customers in CRM is essential, and necessary before tracking sales.

Accounts

The account entity is one of the central components of a CRM system and is essential in managing customers that are organizations. Opportunities, sales, and service-related items for an organization can all be tracked by using the account entity.

According to MSDN, the account entity can be a parent to almost any other entity, including another account. An account can only have one parent account, but can have multiple child accounts and/or child contacts.

Business scenarios

An inside sales representative at Race2Win Insurance Company went through a qualification process on a lead. Using their company's business rules, the sales representative qualified the lead and converted it to an account.

The inside sales representative has now handed the account over to a sales...