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Microsoft MB2-868 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Managing Service Scheduling Applications | 19% | - Schedule, reschedule, and manage service activities - Resolve scheduling conflicts - Understand service scheduling concepts - Set up sites, facilities, equipment, and resources - Create and configure services and selection rules |
| Topic 2: Managing Sales Applications | 30% | - Work with accounts and contacts - Manage leads and lead qualification - Set up and track sales goals - Manage opportunities and sales pipeline - Use products, price lists, quotes, orders, and invoices |
| Topic 3: Managing Service Management Applications | 24% | - Use knowledge base articles - Manage contracts and entitlements - Create and manage service cases - Work with service dashboards and reports |
| Topic 4: Managing Marketing Automation Applications | 27% | - Work with campaign responses - Use sales literature and marketing collateral - Create and manage campaigns - Manage marketing lists |
Microsoft Dynamics CRM 2011 Applications Sample Questions:
1. Which of the following statements about cases in Microsoft Dynamics CRM 2011 are true? (Choose all that apply.)
A) A case cannot be resolved until all activities associated to the case are completed.
B) Cases can be assigned to teams.
C) Custom activity types can be converted into cases.
D) A case must be assigned a subject.
2. In Microsoft Dynamics CRM 2011, you need to close an opportunity as lost. Which of the following must you do?
A) Relate the opportunity to at least one competitor.
B) Close all open activities on the opportunity.
C) Activate all draft quotes related to the opportunity.
D) Enter the close date on the close opportunity form.
3. You are creating a personal dashboard in Microsoft Dynamics CRM 2011. Which of the following components can you include on the dashboard?
A) only charts
B) only reports
C) charts and reports
D) charts and lists
4. In Microsoft Dynamics CRM 2011, you create a quick campaign to announce the launch of a new product
line.
Which of the following can be done with a quick campaign?
A) Create a campaign from a template.
B) Associate target products and price lists.
C) Create an appointment activity.
D) Track financial information to determine return on investment (ROI).
5. Which of the following types of personal charts can you create by using the Chart Designer in Microsoft Dynamics CRM 2011? (Choose al that apply.)
A) multi-series charts
B) funnel charts
C) scatter charts
D) single-series charts
Solutions:
| Question # 1 Answer: A,B,C | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: B,D |
Polly 
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Mamie 
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Maxwell 
Buck 
Spring 
Catherine 
Asa 
Fabian 
Boyce 
Penny 
Tyler 
