Microsoft MB2-868 Valid Dumps - Microsoft Dynamics CRM 2011 Applications

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Microsoft MB2-868 Exam Syllabus Topics:

SectionObjectives
Work with Microsoft Dynamics CRM Service Applications- Manage cases and service processes
  • 1. Create and resolve cases
    • 2. Use queues and knowledge management features
      - Manage service activities
      • 1. Use service dashboards and reports
        • 2. Schedule and track service activities
          Work with Microsoft Dynamics CRM Marketing Applications- Manage marketing campaigns
          • 1. Create campaigns and campaign activities
            • 2. Track campaign responses
              - Manage marketing lists
              • 1. Use target marketing features
                • 2. Create and manage marketing lists
                  Work with Microsoft Dynamics CRM Sales Applications- Manage leads and opportunities
                  • 1. Manage opportunities and sales processes
                    • 2. Create and qualify leads
                      - Manage accounts, contacts, and activities
                      • 1. Manage activities and follow-up tasks
                        • 2. Track customer information
                          Manage Microsoft Dynamics CRM Applications- Navigate Microsoft Dynamics CRM
                          • 1. Work with records, views, and forms
                            • 2. Use the Microsoft Dynamics CRM user interface
                              - Manage personal options and settings
                              • 1. Manage personal dashboards and views
                                • 2. Configure user preferences
                                  Use Microsoft Dynamics CRM Reporting and Analysis Features- Analyze CRM data
                                  • 1. Use dashboards
                                    • 2. Use charts and views for analysis
                                      - Create and use reports
                                      • 1. Use report filters and charts
                                        • 2. Run built-in reports

                                          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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