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Microsoft Dynamics CRM

  • Published:
    January 22, 2014
  • Languages:
    English, Chinese (Simplified), French, German, Japanese, Spanish
  • Audiences:
    Information workers
  • Technology:
    Microsoft Dynamics CRM 2013
  • Credit toward certification:
    MCP, Microsoft Specialist

Microsoft Dynamics CRM 2013 Applications

This exam has been retired

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 on the exam. The higher the percentage, the more questions you are likely to see on that content area on the exam. View video tutorials about the variety of question types on Microsoft exams.

Please note that the questions may test on, but will not be limited to, the topics described in the bulleted text.

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Manage service cases (15‒20%)
  • Identify customer service entities and record types
    • Cases, accounts, contacts activities, knowledge base articles, contracts, queues, products, goals
  • Create service cases
    • Create a case by using the Quick Create form; create a case by using the Full form; convert activity records to cases; identify case types; identify case form sections; add posts, activities, and notes to cases; identify activity types that can be converted into cases; convert activities into cases
  • Maintain and organize cases
    • Define case stages, add fields and stages, cancel or delete a case, Bulk Delete cases, assign cases, resolve a case, identify records related to a case, reactivate a case, create a subject tree, maintain a subject tree, identify and apply default views, follow a case, export a case to Excel, import data, start a dialog, send direct email messages, run workflows, create a resolution activity
Manage the knowledge base (5‒10%)
  • Create, manage, and delete articles
    • Identify article templates and the security roles that can create and manage article templates; create, approve, and publish articles; define the article approval process; identify security roles that can create and publish articles; deactivate and delete article templates
  • Locate data in the knowledge base
    • Identify the types of searches that can be performed, use the Subject Browse method to search the knowledge base, define the relationship between cases and knowledge base articles, search articles from case records, send knowledge base articles
  • Manage sales literature
    • Create, maintain, and work with sales literature; create sales literature attachment records; identify when to use Microsoft Dynamics CRM or SharePoint to store and manage sales literature; create and maintain competitor records
Manage queues and contracts (10‒15%)
  • Create and maintain queues
    • Describe system queues and personal queues, create a queue, add cases and activities to a queue, route records to a queue, release or remove items from a queue, manage queue item details
  • Create contracts
    • Describe contract components including contract templates, contracts, and contract lines; identify required contract template fields; identify contract allotment options; identify required contract line fields; create a contract; add contract lines; activate a contract
  • Manage contracts
    • Describe the contract life cycle, cancel a contract, put a contract on hold and release a hold, renew a contract, copy a contract, associate a contract with a case, resolve cases with associated contracts
Manage service scheduling (10‒15%)
  • Explain service scheduling features
    • Identify service scheduling terminology; describe service scheduling scenarios, including individual worker, shift work and skills, complex schedule, and out-going service scenarios; describe the service scheduling process
  • Maintain resources, equipment, and facilities
    • Create facilities and equipment records, create resources and work schedules, schedule time off, limit when a resource can be scheduled, define resource selection rules, create a resource group, add resources to a resource group
  • Manage resources and perform capacity planning
    • Define the capacity required for a service, configure resource allocation for service activities, remove resources or resource groups from performing a service, define customer preferences, create sites, associate resources with sites, manage service closures
  • Manage service schedules
    • Describe the service activity scheduling engine; schedule a service activity; configure activity synchronization between service activities and the Microsoft Dynamics CRM Client for Outlook; identify scheduled activity types in the service calendar; filter the service calendar; resolve service activity conflicts; close, cancel, or reschedule service activities
Manage leads and opportunities (15‒20%)
  • Identify sales management entities and record types
    • Describe customer records, including accounts and contacts; describe sales management terminology including leads, opportunities, quotes, orders, invoices, and product list
  • Create and manage leads
    • Identify required fields on Leads form, convert activity records to leads, convert email messages to leads by using Microsoft Outlook or the web client, qualify and disqualify leads, add line items to opportunities
  • Create and manage opportunities
    • Convert activities or leads to opportunities, identify when to use System-Calculated or User-Provided values for revenue fields, associate competitors with opportunities, choose appropriate opportunity status, close opportunities, delete opportunities, manage opportunities by using views, associate opportunities with related entities, assign ownership to opportunity records
Manage sales (15‒20%)
  • Maintain the product catalog
    • Identify product catalog features; create unit groups; manage primary units for unit groups; create products and price lists; add products to the product catalog; create discount lists; associate price lists with opportunity, quote, order, or invoice records; create substitutes for products; bundle products together to form a kit; convert a product to a kit; choose a pricing method; deactivate a price list; manage multiple currencies
  • Create and manage quotes
    • Create a quote from an opportunity; identify differences between quotes and opportunities; manage quotes; understand the differences between draft, active, and revised quotes
  • Process sales orders
    • Add line items to opportunities, add products from the product catalog, add write-in products, identify impact of currencies on price calculations, create orders, create invoices
Manage analysis and reporting features (15‒20%)
  • Identify and create reports
    • Describe the available customer service reports; describe preconfigured sales reports; build reports with the Report Wizard; describe the features of static reports, dynamic reports, and dynamic PivotTables; export PivotTables; create case summary table reports
  • Manage charts and dashboards
    • Identify preconfigured dashboards, create a Personal chart; share a Personal chart, convert a Personal chart into a System chart, describe uses of web resources and IFrames, create a new dashboard, share dashboards and charts, create Advanced Find queries
  • Manage goals and metrics
    • Describe Goal Metric and Goal records; define Goal Metric records; configure Fiscal Periods; define Goal records; describe Target, Actual, and In-Progress values for Goal records; recalculate Goals; create a rollup query

Who should take this exam?

This exam is intended for individuals who plan to implement, use, maintain, or support Microsoft Dynamics CRM 2013 applications in their organizations. This audience typically includes service schedulers, administrators, office managers, executives, and consultants who want to demonstrate foundational understanding of the application functionality.

Candidates should have a basic knowledge of Microsoft Dynamics 2013 CRM applications, features, and functionalities.

More information about exams

Preparing for an exam

We recommend that you review this exam preparation guide in its entirety and familiarize yourself with the resources on this website before you schedule your exam. See the Microsoft Certification exam overview for information about registration, videos of typical exam question formats, and other preparation resources. For information on exam policies and scoring, see the Microsoft Certification exam policies and FAQs.


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 topics listed in the "Skills measured" section.