Exam MB2-868:

Microsoft Dynamics CRM 2011 Applications

Published:	May 19, 2011
Language(s):	English, French, German, Italian, Japanese, Russian, Spanish, Portuguese (Brazil), Chinese (Simplified)
Audience(s):	Information Workers
Technology:	Microsoft Dynamics CRM 2011
Type:	Proctored Exam

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Overview

Preparing for an Exam

This certification exam measures your ability to understand and articulate how to use, maintain and support Microsoft Dynamics CRM 2011 application including managing Microsoft Dynamics CRM 2011 marketing automation applications, Microsoft Dynamics CRM 2011 sales applications, Microsoft Dynamics CRM 2011 service management applications, and Microsoft Dynamics CRM 2011 services scheduling applications.

Exam Topics Covered

The following list includes the topic areas covered on this exam.

Managing Microsoft Dynamics CRM Marketing Automation Applications
Managing Microsoft Dynamics CRM Sales Applications
Managing Microsoft Dynamics CRM Service Management Applications
Managing Microsoft Dynamics CRM Service Scheduling Applications

Audience Profile

This exam is intended for individuals that plan to implement, use, maintain, or support Microsoft Dynamics CRM 2011 in their organization. The exam is also intended for service schedulers, administrators, office managers, CEOs, and consultants who want to demonstrate foundational understanding of the application functionality.

Additional Skills Recommended:

General working knowledge of: Microsoft Dynamics CRM 2011 usage and of solving real-world business problems by using Microsoft Dynamics CRM 2011, Microsoft Office, Windows operating systems, Windows Internet Explorer, and the Customer Relationship Management process.

Credit Toward CertificationWhen you pass Exam MB2-868: Microsoft Dynamics CRM 2011 Applications, you complete the requirements for the following certification(s):

Microsoft Dynamics Certified Technology Specialist

Note This preparation guide is subject to change at any time without prior notice and at the sole discretion of Microsoft. Microsoft exams might include adaptive testing technology and simulation items. Microsoft does not identify the format in which exams are presented. Please use this preparation guide to prepare for the exam, regardless of its format.

Skills Measured

Skills Being MeasuredThis exam measures your ability to accomplish the technical tasks listed below.The percentages indicate the relative weight of each major topic area on the exam.The higher the percentage, the more questions you are likely to see on that content area on the exam.

The information after “This objective may include but is not limited to” is intended to further define or scope the objective by describing the types of skills and topics that may be tested for the objective. However, it is not an exhaustive list of skills and topics that could be included on the exam for a given skill area. You may be tested on other skills and topics related to the objective that are not explicitly listed here.

Managing Microsoft Dynamics CRM Marketing Automation Applications (27 percent)

Identify types of core records.

This objective may include: record types associated with marketing lists; core record hierarchy; relationships between record types

Create and work with marketing lists.

This objective may include: creating static marketing lists; creating dynamic marketing lists; updating marketing lists; adding marketing lists to a campaign

Create and work with marketing campaigns.

This objective may include: creating marketing campaigns; creating a quick campaign for a marketing list; create phone calls with a quick campaign; send emails with a quick campaign; identify limitations of a quick campaign

Manage marketing campaigns.

This objective may include: maintain campaign information; create and maintain planning activities; create and distribute campaign activities; associate target products, sales literature, and price lists with a campaign

Report and analyze marketing data.

This objective may include: analyze marketing information with advanced find; analyze marketing information with personal views; run a campaign performance report and a comparison report; create a personal marketing chart and a personal marketing dashboard

Manage campaign responses.

This objective may include: create a manual campaign response; create a campaign response from activities; convert campaign responses

Managing Microsoft Dynamics CRM Sales Applications (30 percent)

Manage customer and activity records.

This objective may include: identify core record types; create and maintain customer records, activity records, and lead records; convert activity records to leads; convert lead records to accounts, contacts, and opportunities; create and maintain sales literature; create and maintain competitors

Manage opportunity records.

This objective may include: create new opportunity records, close an opportunity; work with opportunity views; work with opportunity lists; connect with other records; assign opportunity records to individuals or teams

Configure the product catalog.

This objective may include: create unit groups; create and maintain products; create and maintain price lists; create and maintain discount lists; manage negative prices and quantities on products

Process sales orders.

This objective may include: add opportunity products; add write-in products for opportunities; select alternate price lists; create a quote from an opportunity; activate and revise quotes; work with orders; work with invoices; convert a quote to an order to an invoice

Manage metrics, goals, charts, and dashboards.

This objective may include: configure sales metrics; configure fiscal periods; create and assign goal records; create and recalculate parent and child goal records; work with system charts from an opportunity list; create and work with new dashboards in the workplace

Manage personal views and reports.

This objective may include: use advanced find to analyze sales information; save and work with advanced find views; build a report; run built-in reports; export sales information to Excel; implement filtering capabilities

Work with the Outlook client.

This objective may include: track incoming and outgoing emails; track appointments; convert emails to leads or opportunities; use template to send emails; attach literature to emails; create custom views in Outlook; create a grouped view of opportunity records; create an opportunity view with conditional formatting

Managing Microsoft Dynamics CRM Service Management Applications (24 percent)

Manage service cases.

This objective may include: working with case lists and views; searching for case records; working with system charts for cases; creating a new case record; creating related records; assigning case records; connecting a case to another record; maintain the subject tree; add notes to a case record; resolve a case record; create recurring appointments

Manage the Knowledge Base.

This objective may include: search articles from the workplace; associate an article with a case; use existing templates to create knowledge based articles; create and maintain article templates

Manage queues and teams.

This objective may include: create and maintain queues; add cases and activities to queues; work with routing; manage queue item records ; work with queue item details; create and manage team ownership of records

Manage contracts.

This objective may include: create and maintain contract templates; create a new contract; add contract lines to a contract; associate contract lines with products; contract line allotment details; contract line pricing; resolve cases with contracts; copy contracts; place a contract on hold; renew a contract; set a contract’s calendar

Manage analysis and reporting.

This objective may include: working with the case summary table; working with customer service system dashboards; creating a personal dashboard; identifying service metrics and goals; create a monthly goal for case records; add a progress chart to a service dashboard

Managing Microsoft Dynamics CRM Service Scheduling Applications (19 percent)

Identify service scheduling concepts and basic record types.

This topic may include: service scheduling scenarios; services and resource selection rules; users and facilities/equipment

Set up service scheduling.

This topic may include: set up work hours for users and for a new record; create a new facility/equipment record; create a new service record; add a selection rule for required users and for required resources; configure account and contact service preferences; create a site; associate resources with a site; create resource groups; create a service with a same-site selection rule

Schedule service activities.

This objective may include: create a new service activity; select resources by using the scheduling engine; select specific resources; schedule a service activity with same site rules; reschedule service activities; change status of service activities; display and resolve scheduling conflicts

Report and analyze service activities.

This objective may include: working with the service calendar; working with the service activity volume report; creating personal views of service activities; creating custom reports for service activities; send a direct email from a service activity; convert a service activity to an opportunity; convert a service activity to a case

Preparation Materials

Preparation Tools and ResourcesTo help you prepare for this exam, Microsoft Learning recommends that you have hands-on experience with the product and that you use the following training resources. These training resources do not necessarily cover all of the topics listed in the "Skills Measured" tab.

Learning Plans and Classroom Training

Microsoft E-Learning

80290AE: Marketing Automation in Microsoft Dynamics CRM 2011 (4 Hours)
80291AE: Sales Management in Microsoft Dynamics CRM 2011 (5 Hours)
80292AE: Service Management in Microsoft Dynamics CRM 2011 (5 Hours)
80293AE: Service Scheduling in Microsoft Dynamics CRM 2011 (3 Hours)

Microsoft Press Books There are no Microsoft Press books currently available.

Practice Tests There are no practice tests currently available.

Microsoft Online Resources

Marketing Automation, Sales Management, Service Management and Service Scheduling online topics can be found in Online Help within the Microsoft Dynamics CRM product.

Microsoft Dynamics CRM Team Blog

Microsoft Dynamics CRM Online Team Blog

Microsoft Dynamics CRM on MSDN

Microsoft Dynamics CRM 2011 Implementation Guide

Community