Exam
MB2-868

Dynamics CRM

  • Published:
    19 May 2011
  • Languages:
    English
  • Audiences:
    Information workers
  • Technology:
    Microsoft Dynamics CRM 2011
  • Credit towards certification:
    MCTS for Microsoft Dynamics

Microsoft Dynamics CRM 2011 applications

This exam has been withdrawn

For currently available options, please see the Microsoft Certification exam list.

Skills measured

This exam measures your ability to accomplish the technical tasks listed below. The percentages indicate the relative weight of each major topic area in the exam. The higher the percentage, the more questions you are likely to see on that content area in the exam. View video tutorials about the variety of question types on Microsoft exams.

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Manage Microsoft Dynamics CRM marketing automation applications (27%)
  • Identify types of core records
    • Record types associated with marketing lists; core record hierarchy; relationships between record types
  • Create and work with marketing lists
    • Create static marketing lists; create dynamic marketing lists; update marketing lists; add marketing lists to a campaign
  • Create and work with marketing campaigns
    • Create marketing campaigns; create 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
    • 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 analyse marketing data
    • Analyse marketing information with advanced find; analyse 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
    • Create a manual campaign response; create a campaign response from activities; convert campaign responses

Preparation resources

Manage Microsoft Dynamics CRM sales applications (30%)
  • Manage customer and activity records
    • 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
    • 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 catalogue
    • 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
    • Add opportunity products; add write-in products for opportunities; select alternative 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
    • Configure sales metrics; configure financial 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
    • Use advanced find to analyse 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
    • 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

Preparation resources

Manage Microsoft Dynamics CRM service management applications (24%)
  • Manage service cases
    • Work with case lists and views; search for case records; work with system charts for cases; create a new case record; create related records; assign case records; connect 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
    • 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
    • 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
    • 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
    • Work with the case summary table; work with customer service system dashboards; create a personal dashboard; identify service metrics and goals; create a monthly goal for case records; add a progress chart to a service dashboard

Preparation resources

Manage Microsoft Dynamics CRM service scheduling applications (19%)
  • Identify service scheduling concepts and basic record types
    • Service scheduling scenarios; services and resource selection rules; users and facilities/equipment
  • Set up service scheduling
    • 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
    • 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 analyse service activities
    • Work with the service calendar; work with the service activity volume report; create personal views of service activities; create 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 resources

Who should take this exam?

This exam is intended for candidates that plan to implement, use, maintain or support Microsoft Dynamics CRM 2011 in their organisation. The exam is also intended for service schedulers, administrators, office managers, chief executive officers (CEOs) and consultants who want to demonstrate foundational understanding of the application functionality. Candidates must have working knowledge of Microsoft Dynamics CRM 2011 usage and of solving real-world business problems by using Microsoft Dynamics CRM 2011, Office, Windows operating systems, Internet Explorer and the customer relationship management (CRM) process.

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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. To help you prepare for this exam, Microsoft recommends that you have hands-on experience with the product and that you use the specified training resources. These training resources do not necessarily cover all of the topics listed in the "Skills measured" section.