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

Managing contracts


Contracts are a way to define the types of service agreement that an organization might enter into with a customer. Contracts, when used with cases, can be referenced in order to see if the service being performed is in line with the agreed upon terms of the contract.

Business scenarios

Race2Win Insurance Company has entered into a service agreement with one of its clients to provide up to 40 hours of support every week for the next month. The terms of the service are that any case created will be worked on within 24 hours and, if it's a high priority item, the case will be worked on within 1 hour. Race2Win can leverage Microsoft Dynamics CRM contract functionality to help track these contract obligations. Race2Win can tie contracts to cases as they work on them, to make sure that the hours are used appropriately.

Contracts in Dynamics CRM consist of contract templates, which are used to create contracts, and then each contact can have one or more contract lines.

Creating...