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Microsoft MB2-868 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Managing Sales Applications | 30% | - Set up and track sales goals - Manage leads and lead qualification - Use products, price lists, quotes, orders, and invoices - Manage opportunities and sales pipeline - Work with accounts and contacts |
| Managing Marketing Automation Applications | 27% | - Manage marketing lists - Create and manage campaigns - Work with campaign responses - Use sales literature and marketing collateral |
| Managing Service Scheduling Applications | 19% | - Create and configure services and selection rules - Schedule, reschedule, and manage service activities - Resolve scheduling conflicts - Understand service scheduling concepts - Set up sites, facilities, equipment, and resources |
| Managing Service Management Applications | 24% | - Use knowledge base articles - Work with service dashboards and reports - Create and manage service cases - Manage contracts and entitlements |
Microsoft Dynamics CRM 2011 Applications Sample Questions:
Question #1
In Microsoft Dynamics CRM 2011, you create a quick campaign to announce the launch of a new product
line.
Which of the following can be done with a quick campaign?
A. Associate target products and price lists.
B. Create a campaign from a template.
C. Create an appointment activity.
D. Track financial information to determine return on investment (ROI).
Question #2
In Microsoft Dynamics CRM 2011, you are distributing an email campaign activity to leads. How can the owner of the distributed campaign activities be assigned? (Choose all that apply.)
A. The activities can be assigned to a specific user.
B. The activities can be assigned to the owners of the lead records.
C. The activities can be assigned to you.
D. The activities can be assigned to a list of users.
E. The activities can be assigned to a team.
Question #3
In Microsoft Dynamics CRM 2011, you need to send the Sales Attachment of a Sales Literature record to a
Customer.
What should you do?
A. Create an email message, add the Sales Literature record, and send the email message to the Customer.
B. Open the Sales Literature and send it to the customer as an email message.
C. Create an email message, add the Sales Attachment record, and send the email message to the Customer.
D. Open the Sales Attachment and send it to the customer as an email message.
Question #4
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. Create a new Phone Call activity, and set the Regarding field to the referenced campaign. Then select Promote to Response.
B. From the Phone Calls Created view of the referenced campaign activity, assign the phone call to a queue.
C. Create a new campaign response activity. On the response form, select the referenced campaign and the Phone channel.
D. In the Phone Call activity for the referenced campaign, select Promote to Response.
Question #5
A company uses Microsoft Dynamics CRM Online 2011.
Company representatives create knowledge base articles based on the KB-Product template to respond to
product questions.
Articles based on the KB-Product template are frequently updated.
The updated articles must be reviewed and approved before the changes are published.
For each article based on the KB-Product template, you need to track who last updated the article and who
last approved article changes.
What should you do?
(Choose all that apply.)
A. Enable system auditing.
B. Enable auditing for the articles.
C. Enable auditing for the article template.
D. Add updatedby and approvedby fields to the article template. Then create a workflow to update the new fields.
Solutions:
| Question #1 Correct Answer: C | Question #2 Correct Answer: A,B,C,E | Question #3 Correct Answer: B | Question #4 Correct Answer: C,D | Question #5 Correct Answer: A,B |


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