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Microsoft MB2-868 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Work with Microsoft Dynamics CRM Service Applications | - Manage cases and service processes
|
| Work with Microsoft Dynamics CRM Marketing Applications | - Manage marketing campaigns
|
| Work with Microsoft Dynamics CRM Sales Applications | - Manage leads and opportunities
|
| Manage Microsoft Dynamics CRM Applications | - Navigate Microsoft Dynamics CRM
|
| Use Microsoft Dynamics CRM Reporting and Analysis Features | - Analyze CRM data
|
Microsoft Dynamics CRM 2011 Applications Sample Questions:
Question 1
The customer service department employs supervisors and agents.
Each supervisor may simultaneously manage up to four agents.
In Microsoft Dynamics CRM 2011, you need to configure a service that requires a supervisor and an
agent.
How should you define the capacities of the supervisor and of the agent?
A. In the service, set the supervisor with a capacity of 1, and the agent with a capacity of 4.
B. In the user record, set the supervisor with a capacity of 1, and the agent with a capacity of 4.
C. In the user record, set the supervisor with a capacity of 4, and the agent with a capacity of 1.
D. In the service, set the supervisor with a capacity of 4, and the agent with a capacity of 1.
Question 2
A lead stored in Microsoft Dynamics CRM 2011 does not want to purchase any products.
You need to disqualify the lead and remove it from the list of open leads.
What should you do?
A. Change the rating of the lead to Cold.
B. Convert the lead to a contact and then deactivate the contact record.
C. Convert the lead to an opportunity with a rating of Cold.
D. Change the status of the lead to No Longer Interested.
Question 3
In Microsoft Dynamics CRM 2011, what is a unit group?
A. a way to organize multiple price lists
B. a way to bundle two or more products together
C. a way to define the product that will be used as a substitution if another product is unavailable
D. a set of measurements in which a product is available
Question 4
In Microsoft Dynamics CRM 2011, a queue that contains some old queue items is no longer needed.
You need to remove the queue by using the least amount of effort.
What should you do?
(Choose all that apply.)
A. Deactivate the queue without removing the queue items.
B. Delete the queue without removing the queue items.
C. Remove the queue items, and then deactivate the queue.
D. Remove the queue items, and then delete the queue.
Question 5
In Microsoft Dynamics CRM 2011, which field is required to create a manual campaign response?
A. Parent Campaign
B. Channel
C. Response Code
D. Customer
Solutions:
| Question 1 Answer: C | Question 2 Answer: D | Question 3 Answer: D | Question 4 Answer: A,D | Question 5 Answer: A |
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