Exam Name: Microsoft Dynamics CRM 2011 Applications
Certification Provider: Microsoft
Corresponding Certification: Dynamics GP 2011
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Microsoft MB2-868 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Managing Marketing Automation Applications | 27% | - Work with campaign responses - Manage marketing lists - Use sales literature and marketing collateral - Create and manage campaigns |
| Managing Service Scheduling Applications | 19% | - Understand service scheduling concepts - Schedule, reschedule, and manage service activities - Set up sites, facilities, equipment, and resources - Create and configure services and selection rules - Resolve scheduling conflicts |
| Managing Sales Applications | 30% | - Use products, price lists, quotes, orders, and invoices - Work with accounts and contacts - Set up and track sales goals - Manage opportunities and sales pipeline - Manage leads and lead qualification |
| Managing Service Management Applications | 24% | - Create and manage service cases - Work with service dashboards and reports - Manage contracts and entitlements - Use knowledge base articles |
Microsoft Dynamics CRM 2011 Applications Sample Questions:
In Microsoft Dynamics CRM Online 2011, you create a static marketing list from an Advanced Find of
leads.
A month later, you lock and deactivate the marketing list.
Which of the following statements about the marketing list are true?
- A. Deleted leads remain in the marketing list.
- B. Deleting a lead also removes the lead from the marketing list.
- C. Marketing list members can be added after the list is activated.
- D. Marketing list members cannot be qualified until the list is activated and unlocked.
In Microsoft Dynamics CRM 2011, you need to set up special offer volume pricing for a product.
The special offer will be 25 percent off the retail price of the product when more than 10 units are
purchased.
How should you configure this pricing?
- A. Use the Currency Amount pricing method.
- B. Use the Percent Markup: Current Cost pricing method.
- C. Use a Discount List.
- D. Use the Percent of List pricing method.
Explanation: Only visible for Pass4Leader members. You can sign-up / login (it's free).
When working with Service Management goals in Microsoft Dynamics CRM 2011, when are the Actual and
In Progress goal fields recalculated?
(Choose all that apply.)
- A. when the goal record is saved
- B. when a user clicks the Recalculate button
- C. as scheduled on the service calendar
- D. automatically
Explanation: Only visible for Pass4Leader members. You can sign-up / login (it's free).
A customer calls in response to a phone call he received about a current campaign. You need to ensure that the call is captured as a campaign response. What are possible ways to achieve this goal? (Choose all that apply.)
- A. In the Phone Call activity for the referenced campaign, select Promote to Response.
- B. Create a new Phone Call activity, and set the Regarding field to the referenced campaign. Then select Promote to Response.
- C. Create a new campaign response activity. On the response form, select the referenced campaign and the Phone channel.
- D. From the Phone Calls Created view of the referenced campaign activity, assign the phone call to a queue.
In Microsoft Dynamics CRM 2011, you need to close an opportunity as lost. Which of the following must you do?
- A. Close all open activities on the opportunity.
- B. Enter the close date on the close opportunity form.
- C. Relate the opportunity to at least one competitor.
- D. Activate all draft quotes related to the opportunity.
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