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Microsoft MB2-868 Exam Syllabus Topics:
Section
Objectives
Work with Microsoft Dynamics CRM Marketing Applications
- Manage marketing lists
1. Use target marketing features
2. Create and manage marketing lists
- Manage marketing campaigns
1. Create campaigns and campaign activities
2. Track campaign responses
Work with Microsoft Dynamics CRM Service Applications
- Manage service activities
1. Schedule and track service activities
2. Use service dashboards and reports
- Manage cases and service processes
1. Create and resolve cases
2. Use queues and knowledge management features
Manage Microsoft Dynamics CRM Applications
- Manage personal options and settings
1. Configure user preferences
2. Manage personal dashboards and views
- Navigate Microsoft Dynamics CRM
1. Work with records, views, and forms
2. Use the Microsoft Dynamics CRM user interface
Use Microsoft Dynamics CRM Reporting and Analysis Features
- Analyze CRM data
1. Use charts and views for analysis
2. Use dashboards
- Create and use reports
1. Use report filters and charts
2. Run built-in reports
Work with Microsoft Dynamics CRM Sales Applications
- Manage accounts, contacts, and activities
1. Track customer information
2. Manage activities and follow-up tasks
- Manage leads and opportunities
1. Manage opportunities and sales processes
2. Create and qualify leads
Microsoft Dynamics CRM 2011 Applications Sample Questions:
You are configuring the Sales module in Microsoft Dynamics CRM 2011. Which of the following components must be configured before you can add a product to the catalog?
A. unit group
B. discount list
C. price list
D. currency
Answer: A
Explanation: Only visible for PrepAwayETE members. You can sign-up / login (it's free).
A customer calls in response to a phone call he received about a current campaign. You need to ensure that the call is captured as a campaign response. What are possible ways to achieve this goal? (Choose all that apply.)
A. Create a new campaign response activity. On the response form, select the referenced campaign and the Phone channel.
B. From the Phone Calls Created view of the referenced campaign activity, assign the phone call to a queue.
C. In the Phone Call activity for the referenced campaign, select Promote to Response.
D. Create a new Phone Call activity, and set the Regarding field to the referenced campaign. Then select Promote to Response.
Answer: A,C
In Microsoft Dynamics CRM 2011, you need to create an account, a contact, and an opportunity from a lead. What should you do?
A. Qualify the lead and convert it to an account, a contact, and an opportunity.
B. Qualify the lead and convert it to an account and a contact. Create the opportunity with the values of the lead, and then attach it to the account.
C. Create the account, the contact, and the opportunity with the values of the lead. Then attach the contact and the opportunity to the account.
D. Qualify the lead and convert it to an account. Create the contact and the opportunity with the values of the lead, and then attach them to the account.
Answer: A
You install and configure Microsoft Dynamics CRM Online 2011 for Microsoft Office Outlook on a client computer. Which of the following Outlook features are available when using Microsoft Dynamics CRM Online for Outlook? (Choose all that apply.)
A. moving records by dragging and dropping
B. 15-minute reminders for service activities
C. attaching files before saving an email activity
D. email signatures
Answer: B,D
In Microsoft Dynamics CRM 2011, which of the following can be associated to a marketing list? (Choose all that apply.)
A. campaigns
B. quick campaigns
C. products
D. sales literature
E. price lists
Answer: A,B
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