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

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

Credits

About the Author

Acknowledgement

About the Reviewers

www.packtpub.com

Preface

Microsoft Dynamics CRM 2011 Overview

Introduction to CRM 2011

Microsoft Dynamics CRM 2011 training and certifications

Summary

Activities and Notes

Activities

Notes

Test your knowledge

Summary

Managing Marketing Automation Applications – Marketing Lists and Campaigns

Introduction to marketing list core records

Creating and managing marketing lists

Creating and working with campaigns

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

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

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

Managing Service Management Applications

Introduction

Managing service cases

Managing queues and teams

Managing teams

Managing contracts

Analysis and reporting

Test your knowledge

Summary

Managing Service Scheduling Applications

Introduction to service scheduling

Setting up service scheduling

Scheduling service activities

Reporting on service activities

Test your knowledge

Summary

Sample Certification Exam Questions

Sample Certification Exam Questions

Sample Certification Exam Questions

Answers to Sample Certification Exam Questions

Answers to Sample Certification Exam Questions

Answers to Self-test Questions

Answers to Self-test Questions

Answers to Self-test Questions

Answers to Self-test Questions

Answers to Self-test Questions

Answers to Self-test Questions

Answers to Self-test Questions

Answers to Self-test Questions

Index