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Microsoft MB2-868 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Managing Marketing Automation Applications | 27% | - Work with campaign responses - Create and manage campaigns - Manage marketing lists - Use sales literature and marketing collateral |
| Managing Service Scheduling Applications | 19% | - Understand service scheduling concepts - Resolve scheduling conflicts - Set up sites, facilities, equipment, and resources - Create and configure services and selection rules - Schedule, reschedule, and manage service activities |
| Managing Service Management Applications | 24% | - Create and manage service cases - Manage contracts and entitlements - Work with service dashboards and reports - Use knowledge base articles |
| Managing Sales Applications | 30% | - Set up and track sales goals - Work with accounts and contacts - Manage opportunities and sales pipeline - Manage leads and lead qualification - Use products, price lists, quotes, orders, and invoices |
Microsoft Dynamics CRM 2011 Applications Sample Questions:
1. In Microsoft Dynamics CRM 2011, you create a quick campaign from a marketing list.
You select Phone Call as the campaign activity.
To which of the following can you assign ownership of the phone call activities?
(Choose all that apply.)
A) a user
B) a business unit
C) a resource group
D) a team
E) yourself
2. In Microsoft Dynamics CRM 2011, the currency on an existing open opportunity is incorrect. The opportunity has no opportunity products. What should you do?
A) Create a copy of the opportunity, change the currency on the copy, and then delete the original opportunity.
B) Create a new opportunity that has the correct currency, and then delete the original opportunity.
C) Change the default currency for your user account. Then open the opportunity and run the Recalculate Opportunity command.
D) Open the opportunity, and then change the currency.
3. You receive an email message from a prospective customer who references a promotion code from a letter
that you sent to an existing customer.
You need to capture a campaign response in Microsoft Dynamics CRM 2011.
What should you do?
A) Create a manual campaign response and indicate that it was received from the existing customer. Then convert the campaign response to an opportunity.
B) Promote the email message to a campaign response, and then convert the campaign response to a new lead.
C) Create a new lead, and then convert the lead to an account, a contact, and an opportunity.
D) Create a manual campaign response and indicate that it was received from the prospective customer. Then convert the campaign response to a new lead.
4. In Microsoft Dynamics CRM 2011, what is a unit group?
A) a way to define the product that will be used as a substitution if another product is unavailable
B) a way to bundle two or more products together
C) a way to organize multiple price lists
D) a set of measurements in which a product is available
5. In Microsoft Dynamics CRM 2011, you need to change the query for a dynamic marketing list while
preserving the current list of members.
What should you do?
A) Lock the dynamic marketing list. Then change the query for the dynamic marketing list.
B) Change the dynamic marketing list to a static marketing list. Then create a new dynamic marketing list to track additional members.
C) Share the members of the marketing list with a new static marketing list.
D) Copy the dynamic marketing list as a static list. Then change the query for the dynamic marketing list.
Solutions:
| Question # 1 Answer: A,D,E | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: D |




