Exam Name: Microsoft Dynamics CRM 2011 Applications
Certification Provider: Microsoft
Corresponding Certification: Dynamics GP 2011
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Microsoft MB2-868 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Customer Service Management | - Service level agreements (SLA) and routing - Cases and queues |
| Topic 2: Sales Management | - Quotes, orders, and invoices management - Leads, opportunities, and sales processes |
| Topic 3: Marketing Automation | - Marketing lists and campaigns - Lead generation and tracking |
| Topic 4: Customization and Configuration | - Entity customization and forms - Business rules and workflows - Security roles and access control |
| Topic 5: Microsoft Dynamics CRM 2011 Overview | - Core concepts of CRM entities and relationships - System components and architecture |
Microsoft Dynamics CRM 2011 Applications Sample Questions:
In Microsoft Dynamics CRM 2011, which of the following types of activities can you distribute? (Choose all that apply.)
- A. planning activities
- B. email campaign activities
- C. phone campaign activities
- D. other campaign activities
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In Microsoft Dynamics CRM 2011, which of the following can be associated to a marketing list? (Choose all that apply.)
- A. products
- B. quick campaigns
- C. sales literature
- D. price lists
- E. campaigns
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A company uses Microsoft Dynamics CRM 2011. You need to ensure that a specific customer is
always offered afternoon service appointments with the customer's preferred service technician.
Each service technician is a Microsoft Dynamics CRM 2011 user.
What should you do?
- A. Create a service with a selection rule listing the preferred user. Change the preferred user's work hours to the afternoon.
- B. On the preferred user's record, set the service preference for the account and the preferred work hours.
- C. Create a service with a selection rule listing the preferred user. Add a service restriction on the user for the morning hours.
- D. On the customer's account, set the service preferences for preferred time and preferred user.
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In Microsoft Dynamics CRM 2011, you need to send the Sales Attachment of a Sales Literature record to a
Customer.
What should you do?
- A. Open the Sales Literature and send it to the customer as an email message.
- B. Create an email message, add the Sales Literature record, and send the email message to the Customer.
- C. Create an email message, add the Sales Attachment record, and send the email message to the Customer.
- D. Open the Sales Attachment and send it to the customer as an email message.
Using Microsoft Dynamics CRM 2011, you need to analyze the number and percent of cases in progress
for each of your employees.
How can you get this information by using the least amount of effort?
- A. Run the Case Summary Table Report.
- B. Create a custom report.
- C. Run the Service Activity Volume Report.
- D. Use Advanced Find and create a Personal Chart.
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