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

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Danny Varghese

A practical guide on how to use and manage Microsoft Dynamics CRM 2011 that focuses on helping you to pass the Microsoft certification exam
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Book Details

ISBN 139781849686501
Paperback344 pages

About This Book

  • 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

 

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.

Table of Contents

Chapter 1: Microsoft Dynamics CRM 2011 Overview
Introduction to CRM 2011
Microsoft Dynamics CRM 2011 training and certifications
Summary
Chapter 2: Activities and Notes
Activities
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 and working with campaigns
Chapter 4: Managing Sales Applications
Creating and managing leads
Creating and managing accounts and contacts
Creating competitors
Creating and managing goals
Reporting and analysis
Test your knowledge
Summary
Chapter 5: Managing the Product Catalog and Order Processing
An introduction to the product catalog
Unit groups
Creating and managing products
Creating and managing price lists
Discount lists
Creating and managing quotes
Chapter 6: Managing CRM 2011 Outlook Client
An Overview of the Outlook client
Tracking and managing e-mails
Tracking appointments and tasks
Custom views
Conditional formatting
Test your knowledge
Summary
Chapter 7: Managing Service Management Applications
Introduction
Managing service cases
Managing queues and teams
Managing teams
Managing contracts
Analysis and reporting
Test your knowledge
Summary
Chapter 8: Managing Service Scheduling Applications
Introduction to service scheduling
Setting up service scheduling
Scheduling service activities
Reporting on service activities
Test your knowledge
Summary

What You Will Learn

  • 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.

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