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- 344 pages
- English
- ePUB (mobile friendly)
- Available on iOS & Android
eBook - ePub
Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide
Book details
Book preview
Table of contents
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About This Book
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.
Approach
This Certification guide will follow a step-by-step approach to instruct the reader what they need to know to be able to become certified with Microsoft Dynamics CRM 2011.
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.
Frequently asked questions
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Yes, you can access Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide by Danny Varghese in PDF and/or ePUB format, as well as other popular books in Computer Science & Certification Guides in Computer Science. We have over one million books available in our catalogue for you to explore.
Information
Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide
Table of Contents
Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide
Credits
About the Author
Acknowledgement
About the Reviewers
www.packtpub.com
Support files, e-books, discount offers, and more
Why subscribe?
Free access for Packt account holders
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Preface
What this book covers
What you need for this book
Who this book is for
Conventions
Reader feedback
Customer support
Errata
Piracy
Questions
1. Microsoft Dynamics CRM 2011 Overview
Introduction to CRM 2011
Sales module
Business scenarios
Leads
Accounts
Contacts
Opportunities
Products
Quotes
Orders
Invoices
Competitors
Goals
Marketing module
Business scenarios
Marketing lists
Campaigns
Sales literature
Customer service module
Business scenarios
Cases
Knowledge base articles
Contracts
Service calendar
Microsoft Dynamics CRM 2011 training and certifications
Training courses and examination
For users
For implementers and administrators
Applications
Installation
Customization and configuration
For developers
Extending
Certifications
Microsoft Certified Technology Specialist (MCTS)
Microsoft Certified IT Professional (MCITP)
Benefits of certification
Exam MB2-868
How to study for the exam
Hands-on experience
How to register for your exam
Exam languages
Exam fees
Retaking the exam
What to expect at the test center
How to make the best use of your time
How to answer the questions
Summary
2. Activities and Notes
Activities
Business scenarios
Custom activities
Activity attributes
Common attributes
E-mail specific attributes
Phone call specific attributes
Letter specific attributes
Fax specific attributes
Appointment specific attributes
Creating activities
Completing activities
Viewing activities
Viewing activities on a record
Activity roll-up
Activity views
E-mail templates
Creating e-mail templates
Direct e-mails using e-mail templates
Notes
Creating notes
Test your knowledge
Summary
3. Managing Marketing Automation Applications – Marketing Lists and Campaigns
Introduction to marketing list core records
Creating and managing marketing lists
Creating static marketing lists
Business scenarios
Managing members dialog box
Updating static marketing lists
Creating dynamic marketing lists
Business scenarios
Copying a dynamic marketing list to a static marketing list
Copying marketing lists
Deleting and deactivating marketing lists
Dynamic versus static marketing lists
Creating and working with campaigns
Business scenarios
Planning activities
Creating planning activities
Campaign activities
Creating campaign activities
Campaign responses
Targeted products
Adding targeted products
Sales literature
Adding sales literature
Target marketing lists
Adding marketing lists
Related campaigns
Adding related campaigns
Creating marketing campaigns
Campaign financial metrics
Creating and working with quick campaigns
Creating quick campaigns
Scope of a quick campaign
Managing campaigns
Distributing campaign activities
Campaign responses
Creating a campaign response manually
Converting an activity to a campaign response
Converting a campaign response
Closing a campaign response
Campaign templates
Creating campaign templates
Creating campaign templates from an existing campaign
Campaigns versus quick campaigns
Reporting and analysis
Views
Charts
Advanced find
Creating an advanced find
Export to Excel
Dashboards
Marketing dashboards
Creating a personal dashboard
System reports
Campaign activity status
Campaign comparison
Campaign performance
Lead source effectiveness
Running marketing reports
Report wizard
Creating reports
Snapshot reports
Test your knowledge
Summary
4. Managing Sales Applications
Creating and managing leads
Business scenarios
Creating leads
Creating a lead from an e-mail
Lead status
Managing leads
Business scenarios
Qualifying or disqualifying a lead
Assigning leads
Sharing leads
Activating a lead
Creating and managing accounts and contacts
Accounts
Business scenarios
Methods to create accounts
Creating accounts
Contacts
Business scenarios
Creating contacts
Managing accounts and contacts
Merging accounts and contacts
Creating and managing opportunities
Business scenarios
Creating opportunities
Converting an activity to ...
Table of contents
- Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide