While servicing your customers, regardless of your best efforts, customer questions or issues may arise. When they do, CRM's service module provides an excellent way to manage these cases. Along with managing customer's cases, Dynamics CRM allows an organization to create a knowledge base to track resolutions, and to help resolve future cases efficiently. Cases can be assigned to a queue for users to pick and choose which cases to work on, and in other instances, cases can be assigned to a team of users. All of these assignment functionalities help to drive collaboration and improve the visibility of cases at all levels of an organization. Often, service contracts are created between organizations and its customers. In such cases, CRM provides a way to manage those contracts. Finally, to complete the 360-degree view of the customer, users have the ability to analyze the data via various charts, dashboards, and reports.
Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide
By :
Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide
By:
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
Free Chapter
Microsoft Dynamics CRM 2011 Overview
Activities and Notes
Managing Marketing Automation Applications – Marketing Lists and Campaigns
Managing Sales Applications
Managing the Product Catalog and Order Processing
Managing CRM 2011 Outlook Client
Managing Service Management Applications
Managing Service Scheduling Applications
Sample Certification Exam Questions
Answers to Sample Certification Exam Questions
Answers to Self-test Questions
Index
Customer Reviews