Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide

Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide
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Table of Contents
Sample Chapters
  • Comprehensive step-by-step guide to help you prepare for the MB2-868 exam
  • Loaded with screenshots and key points to help you pass the certification exam
  • Sample a 75 question practice exam to test your knowledge before you participate in the real exam


Book Details

Language : English
Paperback : 344 pages [ 235mm x 191mm ]
Release Date : April 2013
ISBN : 1849686505
ISBN 13 : 9781849686501
Author(s) : Danny Varghese
Topics and Technologies : All Books, Enterprise Products and Platforms, Microsoft Dynamics, Enterprise

Table of Contents

Chapter 1: Microsoft Dynamics CRM 2011 Overview
Chapter 2: Activities and Notes
Chapter 3: Managing Marketing Automation Applications – Marketing Lists and Campaigns
Chapter 4: Managing Sales Applications
Chapter 5: Managing the Product Catalog and Order Processing
Chapter 6: Managing CRM 2011 Outlook Client
Chapter 7: Managing Service Management Applications
Chapter 8: Managing Service Scheduling Applications
Appendix A: Sample Certification Exam Questions
Appendix B: Answers to Sample Certification Exam Questions
Appendix C: Answers to Self-test Questions
  • Chapter 1: Microsoft Dynamics CRM 2011 Overview
    • Introduction to CRM 2011
      • Sales module
        • Business scenarios
      • Marketing module
        • Business scenarios
      • Customer service module
        • Business scenarios
    • Microsoft Dynamics CRM 2011 training and certifications
      • Training courses and examination
        • For users
        • For implementers and administrators
        • For developers
      • Certifications
        • Microsoft Certified Technology Specialist (MCTS)
        • Microsoft Certified IT Professional (MCITP)
        • Benefits of certification
      • Exam MB2-868
        • How to study for the exam
        • Hands-on experience
        • How to register for your exam
        • Exam languages
        • Exam fees
        • Retaking the exam
        • What to expect at the test center
        • How to make the best use of your time
        • How to answer the questions
    • Summary
    • Chapter 2: Activities and Notes
      • Activities
        • Business scenarios
        • Custom activities
        • Activity attributes
          • Common attributes
          • E-mail specific attributes
          • Phone call specific attributes
          • Letter specific attributes
          • Fax specific attributes
          • Appointment specific attributes
        • Creating activities
        • Completing activities
        • Viewing activities
          • Viewing activities on a record
          • Activity roll-up
          • Activity views
        • E-mail templates
          • Creating e-mail templates
          • Direct e-mails using e-mail templates
      • Notes
        • Creating notes
      • Test your knowledge
      • Summary
      • Chapter 3: Managing Marketing Automation Applications – Marketing Lists and Campaigns
        • Introduction to marketing list core records
        • Creating and managing marketing lists
          • Creating static marketing lists
            • Business scenarios
            • Managing members dialog box
          • Updating static marketing lists
          • Creating dynamic marketing lists
            • Business scenarios
          • Copying a dynamic marketing list to a static marketing list
          • Copying marketing lists
          • Deleting and deactivating marketing lists
          • Dynamic versus static marketing lists
        • Creating and working with campaigns
          • Business scenarios
          • Planning activities
            • Creating planning activities
          • Campaign activities
            • Creating campaign activities
          • Campaign responses
          • Targeted products
            • Adding targeted products
          • Sales literature
            • Adding sales literature
          • Target marketing lists
            • Adding marketing lists
          • Related campaigns
            • Adding related campaigns
          • Creating marketing campaigns
            • Campaign financial metrics
          • Creating and working with quick campaigns
          • Creating quick campaigns
          • Scope of a quick campaign
        • Managing campaigns
          • Distributing campaign activities
          • Campaign responses
            • Creating a campaign response manually
            • Converting an activity to a campaign response
            • Converting a campaign response
            • Closing a campaign response
            • Campaign templates
        • Campaigns versus quick campaigns
        • Reporting and analysis
          • Views
          • Charts
          • Advanced find
            • Creating an advanced find
          • Export to Excel
          • Dashboards
            • Marketing dashboards
            • Creating a personal dashboard
          • System reports
            • Running marketing reports
            • Report wizard
            • Creating reports
          • Snapshot reports
        • Test your knowledge
        • Summary
        • Chapter 4: Managing Sales Applications
          • Creating and managing leads
            • Business scenarios
            • Creating leads
            • Creating a lead from an e-mail
              • Lead status
            • Managing leads
              • Business scenarios
              • Qualifying or disqualifying a lead
              • Assigning leads
              • Sharing leads
              • Activating a lead
          • Creating and managing accounts and contacts
            • Accounts
              • Business scenarios
              • Methods to create accounts
              • Creating accounts
            • Contacts
              • Business scenarios
              • Creating contacts
            • Managing accounts and contacts
              • Merging accounts and contacts
            • Creating and managing opportunities
            • Business scenarios
            • Creating opportunities
              • Converting an activity to an opportunity
              • Converting a lead to an opportunity
              • Creating an opportunity manually
            • Opportunity products
              • Creating opportunity products
            • Managing opportunities
              • Closing opportunities
              • Reopening opportunities
              • Recalculating an opportunity
              • Multi-currency and opportunities
              • Viewing opportunities
          • Creating competitors
          • Creating and managing goals
            • Business scenarios
            • Goal metric
              • Creating a goal metric
              • Rollup fields
            • Rollup query
              • Creating rollup queries
            • Creating goals
          • Reporting and analysis
            • Reporting
            • Dashboards
              • Sales Activity Dashboard
              • Sales Performance Dashboard
          • Test your knowledge
          • Summary
          • Chapter 5: Managing the Product Catalog and Order Processing
            • An introduction to the product catalog
              • Business scenarios
            • Unit groups
            • Creating and managing products
              • Creating products
              • Managing products
                • Reclassifying products
                • Setting the default price list
                • Converting a product to a kit
                • Adding substitute products
            • Creating and managing price lists
              • Business scenarios
              • Creating price lists
              • Creating price list items
                • Adding a price list item from a product
              • Deactivating price lists
            • Discount lists
              • Creating discount lists
              • Business scenarios
            • Creating and managing quotes
              • Creating a quote from an opportunity
              • Creating a quote manually
              • Managing quotes
                • Adding products by using Get Products
                • Adding products directly to a quote
                • Recalculating a quote
                • Quote statuses
                • Closing a quote
              • Business scenarios
            • Creating and managing orders
              • Creating an order from a quote
              • Creating an order manually
              • Order products
              • Managing orders
                • Recalculating orders
                • Use current pricing
                • Fulfilling an order
            • Creating and managing invoices
              • Creating an invoice from an order
              • Closing invoices
            • Reporting and analysis
            • Test your knowledge
            • Summary
            • Chapter 6: Managing CRM 2011 Outlook Client
              • An Overview of the Outlook client
                • CRM Outlook client versus web client
                • Offline access
                • Outlook synchronization
                  • Changes from Outlook synchronized to CRM
                  • Changes from CRM synchronized to Outlook
                  • Changes made in both CRM and Outlook
                  • Deletion rules
              • Tracking and managing e-mails
                • Automatically tracking e-mail messages
                • Tracking outgoing e-mail messages
                • Tracking incoming e-mail messages
                • Stop tracking e-mail messages
              • Tracking appointments and tasks
              • Custom views
                • Creating custom views
                • Modifying custom views
              • Conditional formatting
              • Test your knowledge
              • Summary
              • Chapter 7: Managing Service Management Applications
                • Introduction
                  • Business scenarios
                • Managing service cases
                  • Creating cases
                  • Business scenarios
                  • Assigning cases
                  • Connecting cases
                  • Creating a subject tree
                  • Adding case notes
                  • Creating a recurring appointment
                  • Resolving a case
                  • Case views
                  • Searching for cases
                  • System charts for cases
                  • Managing the knowledge base
                  • Knowledge base article templates
                  • Managing knowledge base articles
                  • Searching for knowledge base articles
                  • Associating knowledge base articles with cases
                • Managing queues and teams
                  • Business scenarios
                  • Managing queues
                    • Creating queues
                    • Deleting and deactivating queues
                    • Adding activities and cases to queues
                    • Routing
                    • Managing queue items
                • Managing teams
                  • Creating a team
                  • Adding team members
                  • Adding security roles
                • Managing contracts
                  • Business scenarios
                  • Creating a contract template
                  • Creating a contract
                  • Creating contract lines
                  • Contract actions
                • Analysis and reporting
                  • Account overview
                  • Case summary
                  • Neglected cases
                  • Service activity volume
                  • Top knowledge base articles
                  • Customer service operations dashboard
                  • Customer service performance dashboard
                  • Customer service representative dashboard
                • Test your knowledge
                • Summary
                • Chapter 8: Managing Service Scheduling Applications
                  • Introduction to service scheduling
                    • Business scenarios
                    • Service scheduling scenarios
                      • Individual scenario
                      • Different skills and shifts
                      • Different skills, equipment, and sites
                      • Different skills, shifts, equipment, and sites
                    • Selection rules
                    • Service activities
                  • Setting up service scheduling
                    • Setting up work hours
                    • Setting up business closures
                    • Setting up time off
                    • Setting up capacity scheduling
                      • Defining resource capacity
                      • Defining service capacity
                    • Creating facilities and equipment
                    • Creating a site
                    • Creating a service
                    • Creating resource groups
                    • Configuring customer service preferences
                  • Scheduling service activities
                    • Creating service activities
                      • Using the scheduling engine
                    • Managing service activities
                      • Service calendar
                  • Reporting on service activities
                    • Service activity volume report
                  • Test your knowledge
                  • Summary

                  Danny Varghese

                  Danny Varghese is a business applied technology consultant committed to providing clients with highly valued business solutions. His mission is to offer a unique blend of industry, project-management, technical, and customer-support skills to ensure his work supports the strategic objectives of his clients. His colleagues would describe him as an energetic leader and effective communicator who works productively with clients and all levels of management. It is clear to everyone who works with him, that he is passionate about what he does, and adept in integrating technological advancement with the correct amount of improvement to the business process. It is this same passion and aptitude that inspired him to take on the challenge of writing this book. He believes in the exponential potential of business and in sharing the knowledge required to attain that potential with others in the community. It is his hope that this book serves as a resource to solving business problems with the highest possible valued solutions. He has been a consultant at Slalom Consulting for two years. Slalom Consulting has won numerous Microsoft Country Partner of the Year awards, and consistently ranks in the top 10 best places to work by Consulting Magazine and
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                  Submit Errata

                  Please let us know if you have found any errors not listed on this list by completing our errata submission form. Our editors will check them and add them to this list. Thank you.


                  - 4 submitted: last submission 19 Sep 2013

                  Type: Technical | Page: 282 | Date: 13th August 2013
                  The answer to this question should be only 1,3. Number 4 is not a valid  
                  answer. On a dynamic marketing list you can add and remove members thru a  
                  query and the members of the list are changed dynamically, you don't need an  
                  Advanced Query.
                  Type: Technical | Page: 307 
                  The answer to Q.70 is True
                  Type: Technical | Page: 305 
                  There's a correction in the comments section of Q. 65: "Equipements have a Work Schedule"
                  Type: Technical | Page: 299
                  The answer to Question 50 is incorrect. As stated in earlier chapters in the  
                  book, all KB Articles that are based on a deactivated KB Article Template  
                  continue in their publishing process. They do not get deactivated.

                  Sample chapters

                  You can view our sample chapters and prefaces of this title on PacktLib or download sample chapters in PDF format.

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                  What you will learn from this book

                  • Introduce yourself to the certification exam and helpful exam taking tips
                  • Learn about marketing automation and its application to your organization
                  • How to enable an efficient and accurate sales process
                  • Service your customers and get metrics to make sure your customers are truly happy
                  • Schedule and plan for resource allocation if needed while servicing your customers
                  • Prepare for the MB2-868 certification exam with a mock 75 question exam


                  In Detail

                  Managing any relationship can be difficult. Microsoft Dynamics CRM 2011 enables an organization to manage their marketing, sales, and service efforts for a customer, and give users a 360 degree view of the customer.

                  "Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide" will assist individuals in passing the certification exam by reviewing each topic covered by the exam in depth, providing questions to test your knowledge at the end of each chapter, and finally by providing a 75 question practice exam including answers.

                  You’ll start with an introduction to Microsoft Dynamics CRM 2011 along with an overview of the exam, benefits of certification, and helpful exam taking tips.

                  The following chapters take a deeper look into the CRM application itself covering each of the key modules: marketing, sales, service, and service scheduling. At the end of the book, there is a 75 question sample certification exam.

                  This book will help you attain the MB2-868 certification, making you more marketable.


                  This Certification guide will follow a step-by-step approach to instruct the reader what they need to know to be able to become certified with Microsoft Dynamics CRM 2011.

                  Who this book is for

                  If you will implement Microsoft Dynamics CRM 2011, this book is for you. You should have a working knowledge of Microsoft Windows, Microsoft Internet Explorer, and Microsoft Office.

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