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Microsoft MB2-868 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Managing Service Management Applications | 24% | - Use knowledge base articles - Work with service dashboards and reports - Create and manage service cases - Manage contracts and entitlements |
| Managing Service Scheduling Applications | 19% | - Set up sites, facilities, equipment, and resources - Create and configure services and selection rules - Schedule, reschedule, and manage service activities - Resolve scheduling conflicts - Understand service scheduling concepts |
| Managing Sales Applications | 30% | - Set up and track sales goals - Work with accounts and contacts - Manage leads and lead qualification - Use products, price lists, quotes, orders, and invoices - Manage opportunities and sales pipeline |
| Managing Marketing Automation Applications | 27% | - Use sales literature and marketing collateral - Manage marketing lists - Work with campaign responses - Create and manage campaigns |
Microsoft Dynamics CRM 2011 Applications Sample Questions:
1. The customer service department employs supervisors and agents.
Each supervisor may simultaneously manage up to four agents.
In Microsoft Dynamics CRM 2011, you need to configure a service that requires a supervisor and an
agent.
How should you define the capacities of the supervisor and of the agent?
A) In the service, set the supervisor with a capacity of 1, and the agent with a capacity of 4.
B) In the user record, set the supervisor with a capacity of 1, and the agent with a capacity of 4.
C) In the service, set the supervisor with a capacity of 4, and the agent with a capacity of 1.
D) In the user record, set the supervisor with a capacity of 4, and the agent with a capacity of 1.
2. A lead stored in Microsoft Dynamics CRM 2011 does not want to purchase any products.
You need to disqualify the lead and remove it from the list of open leads.
What should you do?
A) Convert the lead to an opportunity with a rating of Cold.
B) Convert the lead to a contact and then deactivate the contact record.
C) Change the status of the lead to No Longer Interested.
D) Change the rating of the lead to Cold.
3. In Microsoft Dynamics CRM 2011, you need to close an opportunity as lost. Which of the following must you do?
A) Relate the opportunity to at least one competitor.
B) Activate all draft quotes related to the opportunity.
C) Enter the close date on the close opportunity form.
D) Close all open activities on the opportunity.
4. You need to schedule a phone call to a group of Accounts and Contacts,
followed three days later by an email message.
What should you do?
A) Create one campaign with one marketing list.
B) Create one quick campaign.
C) Create one campaign with two marketing lists.
D) Create two quick campaigns.
5. Which of the following fields can you enter when creating a connection to a lead record in Microsoft Dynamics CRM 2011?
A) a connection role
B) a related goal
C) a security role
D) a related opportunity
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: A |
