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.

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Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide
Danny Varghese
Apr, 2013 | 344 pages
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Table of Contents (19 chapters)
Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide
Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide
Credits
Credits
About the Author
About the Author
Acknowledgement
Acknowledgement
About the Reviewers
About the Reviewers
www.packtpub.com
www.packtpub.com
Preface
Preface
Free Chapter
1
Microsoft Dynamics CRM 2011 Overview
Microsoft Dynamics CRM 2011 Overview
Introduction to CRM 2011
Microsoft Dynamics CRM 2011 training and certifications
Summary
2
Activities and Notes
Activities and Notes
Activities
Notes
Test your knowledge
Summary
3
Managing Marketing Automation Applications – Marketing Lists and Campaigns
Managing Marketing Automation Applications – Marketing Lists and Campaigns
Introduction to marketing list core records
Creating and managing marketing lists
Creating and working with campaigns
4
Managing Sales Applications
Managing Sales Applications
Creating and managing leads
Creating and managing accounts and contacts
Creating competitors
Creating and managing goals
Reporting and analysis
Test your knowledge
Summary
5
Managing the Product Catalog and Order Processing
Managing the Product Catalog and Order Processing
An introduction to the product catalog
Unit groups
Creating and managing products
Creating and managing price lists
Discount lists
Creating and managing quotes
6
Managing CRM 2011 Outlook Client
Managing CRM 2011 Outlook Client
An Overview of the Outlook client
Tracking and managing e-mails
Tracking appointments and tasks
Custom views
Conditional formatting
Test your knowledge
Summary
7
Managing Service Management Applications
Managing Service Management Applications
Introduction
Managing service cases
Managing queues and teams
Managing teams
Managing contracts
Analysis and reporting
Test your knowledge
Summary
8
Managing Service Scheduling Applications
Managing Service Scheduling Applications
Introduction to service scheduling
Setting up service scheduling
Scheduling service activities
Reporting on service activities
Test your knowledge
Summary
Sample Certification Exam Questions
Sample Certification Exam Questions
Sample exam questions
Bonus question
Answers to Sample Certification Exam Questions
Answers to Sample Certification Exam Questions
Bonus question
Answers to Self-test Questions
Answers to Self-test Questions
Chapter 2, Activities and Notes
Chapter 3, Managing Marketing Automation Applications – Marketing Lists and Campaigns
Chapter 4, Managing Sales Applications
Chapter 5, Managing the Product Catalog and Order Processing
Chapter 6, Managing CRM 2011 Outlook Client
Chapter 7, Managing Service Management Applications
Chapter 8, Managing Service Scheduling Applications
Index
Index

Test your knowledge

Q.1 Which of the following fields are required when creating a case? (Choose all that apply.)

  1. Title.

  2. Case Number.

  3. Subject.

  4. Customer.

Q.2. What are the required fields when resolving a case? (Choose all that apply.)

  1. Resolution.

  2. Resolution Type.

  3. Total Time.

  4. Billable Time.

Q.3. On a quick find search of cases, what are the default search fields? (Choose all that apply.)

  1. Title.

  2. Customer.

  3. Case Number.

  4. Priority.

  5. None of the above.

Q.4. Let's say you have many articles, based on a knowledge base template, in various stages of the publishing process. If you deactivate the knowledge base article template, what happens to the articles created from the template?

  1. All articles based on the deactivated template continue in the publishing process.

  2. All articles based on the deactivated template are deactivated.

  3. All articles based on the deactivated template are deleted.

  4. All articles based on the deactivated template are canceled.

Q.5. What are the search options for a knowledge base article? (Choose all...

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