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Microsoft MB2-868 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Microsoft Dynamics CRM 2011 Overview | - Core concepts of CRM entities and relationships - System components and architecture |
| Topic 2: Marketing Automation | - Lead generation and tracking - Marketing lists and campaigns |
| Topic 3: Sales Management | - Quotes, orders, and invoices management - Leads, opportunities, and sales processes |
| Topic 4: Customer Service Management | - Service level agreements (SLA) and routing - Cases and queues |
| Topic 5: Customization and Configuration | - Security roles and access control - Business rules and workflows - Entity customization and forms |
Microsoft Dynamics CRM 2011 Applications Sample Questions:
In Microsoft Dynamics CRM 2011, you need to resolve a case that has open activities. What should you do?
- A. Close the case without a resolution type, and then close the open activities when they are finished.
- B. Close the open activities, and then close the case.
- C. Close the case with the resolution type Problem Solved, and then close the open activities when they are finished.
- D. Close the case without a resolution, and then close the open activities when they are finished.
Correct Answer: B 🗳️
Explanation: Only visible for VCE4Plus members. You can sign-up / login (it's free).
You install and configure Microsoft Dynamics CRM Online 2011 for Microsoft Office Outlook on a client
computer.
Which of the following Outlook features are available when using Microsoft Dynamics CRM Online for
Outlook?
(Choose all that apply.)
- A. moving records by dragging and dropping
- B. attaching files before saving an email activity
- C. 15-minute reminders for service activities
- D. email signatures
Correct Answer: C,D 🗳️
A company uses Microsoft Dynamics CRM 2011.
You need to ensure that you are not booked for any service activities while you are on vacation.
Which of the following options will achieve the goal?
(Choose all that apply.)
- A. Add a service restriction to your work schedule.
- B. Edit a new weekly work schedule and set your work capacity to zero.
- C. Add an appointment in Microsoft Outlook showing the time as Busy and track the appointment in Microsoft Dynamics CRM.
- D. Use the Schedule Time Off feature.
Correct Answer: C,D 🗳️
In Microsoft Dynamics CRM 2011, the currency on an existing open opportunity is incorrect. The opportunity has no opportunity products. What should you do?
- A. Change the default currency for your user account. Then open the opportunity and run the Recalculate Opportunity command.
- B. Create a new opportunity that has the correct currency, and then delete the original opportunity.
- C. Create a copy of the opportunity, change the currency on the copy, and then delete the original opportunity.
- D. Open the opportunity, and then change the currency.
Correct Answer: D 🗳️
In Microsoft Dynamics CRM 2011, which of the following can be associated to a marketing list? (Choose all that apply.)
- A. sales literature
- B. campaigns
- C. quick campaigns
- D. price lists
- E. products
Correct Answer: B,C 🗳️
Explanation: Only visible for VCE4Plus members. You can sign-up / login (it's free).
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