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Microsoft MB2-868 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Managing Sales Applications | 30% | - Set up and track sales goals - Work with accounts and contacts - Manage opportunities and sales pipeline - Use products, price lists, quotes, orders, and invoices - Manage leads and lead qualification |
| Managing Service Management Applications | 24% | - Manage contracts and entitlements - Work with service dashboards and reports - Use knowledge base articles - Create and manage service cases |
| Managing Marketing Automation Applications | 27% | - Create and manage campaigns - Use sales literature and marketing collateral - Manage marketing lists - Work with campaign responses |
| Managing Service Scheduling Applications | 19% | - Resolve scheduling conflicts - Set up sites, facilities, equipment, and resources - Schedule, reschedule, and manage service activities - Create and configure services and selection rules - Understand service scheduling concepts |
Microsoft Dynamics CRM 2011 Applications Sample Questions:
1. A company uses Microsoft Dynamics CRM Online 2011.
Company representatives create knowledge base articles based on the KB-Product template to respond to
product questions.
Articles based on the KB-Product template are frequently updated.
The updated articles must be reviewed and approved before the changes are published.
For each article based on the KB-Product template, you need to track who last updated the article and who
last approved article changes.
What should you do?
(Choose all that apply.)
A) Enable auditing for the articles.
B) Add updatedby and approvedby fields to the article template. Then create a workflow to update the new fields.
C) Enable system auditing.
D) Enable auditing for the article template.
2. In Microsoft Dynamics CRM 2011, you need to change the query for a dynamic marketing list while
preserving the current list of members.
What should you do?
A) Share the members of the marketing list with a new static marketing list.
B) Lock the dynamic marketing list. Then change the query for the dynamic marketing list.
C) Change the dynamic marketing list to a static marketing list. Then create a new dynamic marketing list to track additional members.
D) Copy the dynamic marketing list as a static list. Then change the query for the dynamic marketing list.
3. 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) single-series charts
B) scatter charts
C) funnel charts
D) multi-series charts
4. In Microsoft Dynamics CRM 2011, which of the following types of activities can you distribute? (Choose all that apply.)
A) email campaign activities
B) phone campaign activities
C) other campaign activities
D) planning activities
5. You receive an email message from a prospective customer who references a promotion code from a letter
that you sent to an existing customer.
You need to capture a campaign response in Microsoft Dynamics CRM 2011.
What should you do?
A) Create a manual campaign response and indicate that it was received from the prospective customer. Then convert the campaign response to a new lead.
B) Promote the email message to a campaign response, and then convert the campaign response to a new lead.
C) Create a new lead, and then convert the lead to an account, a contact, and an opportunity.
D) Create a manual campaign response and indicate that it was received from the existing customer. Then convert the campaign response to an opportunity.
Solutions:
| Question # 1 Answer: A,C | Question # 2 Answer: D | Question # 3 Answer: A,C | Question # 4 Answer: A,B | Question # 5 Answer: A |
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