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


Leads are organizations or individuals that can potentially do business with an organization. Leads can be created manually, but an added feature in CRM is the ability to create a lead from an e-mail. Throughout the life-cycle of a lead, the record can be assigned to a user or team, shared with one or more users or teams and deactivated or reactivated. Many organizations go through a lead qualification process to determine if that lead will in fact result in the purchase of a product or service. Lead records have various statuses based on if the lead is open, qualified, or disqualified. When a lead record is qualified, a new account, contact and/or opportunity is created.

Accounts and contacts are two central components of any CRM system as they enable an organization to manage their customers. They can both be created in multiple ways, such as through the file menu on the ribbon, within a lookup dialog, or for a contact through an associated view. Account and contact records can...