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

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

Instant updates on new Packt books

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 an opportunity

Converting a lead to an opportunity

Creating an opportunity manually

Opportunity status

Opportunity products

Creating opportunity products

Managing opportunities

Closing opportunities

Reopening opportunities

Recalculating an opportunity

Multi-currency and opportunities

Viewing opportunities

Creating competitors

Creating and managing goals

Business scenarios

Goal metric

Creating a goal metric

Rollup fields

Creating rollup fields

Rollup query

Creating rollup queries

Creating goals

Reporting and analysis

Reporting

Dashboards

Sales Activity Dashboard

Sales Performance Dashboard

Test your knowledge

Summary

5. Managing the Product Catalog and Order Processing

An introduction to the product catalog

Business scenarios

Unit groups

Creating and managing products

Creating products

Managing products

Reclassifying products

Setting the default price list

Converting a product to a kit

Adding substitute products

Creating and managing price lists

Business scenarios

Creating price lists

Creating price list items

Adding a price list item from a product

Deactivating price lists

Discount lists

Creating discount lists

Business scenarios

Creating and managing quotes

Creating a quote from an opportunity

Creating a quote manually

Managing quotes

Adding products by using Get Products

Adding products directly to a quote

Recalculating a quote

Quote statuses

Closing a quote

Business scenarios

Creating and managing orders

Creating an order from a quote

Creating an order manually

Order products

Managing orders

Recalculating orders

Use current pricing

Fulfilling an order

Creating and managing invoices

Creating an invoice from an order

Closing invoices

Reporting and analysis

Test your knowledge

Summary

6. Managing CRM 2011 Outlook Client

An Overview of the Outlook client

CRM Outlook client versus web client

Offline access

Outlook synchronization

Changes from Outlook synchronized to CRM

Changes from CRM synchronized to Outlook

Changes made in both CRM and Outlook

Deletion rules

Tracking and managing e-mails

Automatically tracking e-mail messages

Tracking outgoing e-mail messages

Tracking incoming e-mail messages

Stop tracking e-mail messages

Tracking appointments and tasks

Custom views

Creating custom views

Modifying custom views

Conditional formatting

Test your knowledge

Summary

7. Managing Service Management Applications

Introduction

Business scenarios

Managing service cases

Creating cases

Business scenarios

Assigning cases

Connecting cases

Creating a subject tree

Adding case notes

Creating a recurring appointment

Resolving a case

Case views

Searching for cases

System charts for cases

Managing the knowledge base

Knowledge base article templates

Managing knowledge base articles

Searching for knowledge base articles

Associating knowledge base articles with cases

Managing queues and teams

Business scenarios

Managing queues

Creating queues

Deleting and deactivating queues

Adding activities and cases to queues

Routing

Managing queue items

Managing teams

Creating a team

Adding team members

Adding security roles

Managing contracts

Business scenarios

Creating a contract template

Creating a contract

Creating contract lines

Contract actions

Analysis and reporting

Account overview

Case summary

Neglected cases

Service activity volume

Top knowledge base articles

Customer service operations dashboard

Customer service performance dashboard

Customer service representative dashboard

Test your knowledge

Summary

8. Managing Service Scheduling Applications

Introduction to service scheduling

Business scenarios

Service scheduling scenarios

Individual scenario

Different skills and shifts

Different skills, equipment, and sites

Different skills, shifts, equipment, and sites

Selection rules

Service activities

Setting up service scheduling

Setting up work hours

Setting up business closures

Setting up time off

Setting up capacity scheduling

Defining resource capacity

Defining service capacity

Creating facilities and equipment

Creating a site

Creating a service

Creating resource groups

Configuring customer service preferences

Scheduling service activities

Creating service activities

Using the scheduling engine

Managing service activities

Service calendar

Displaying scheduling conflicts

Rescheduling activities

Changing activity status

Reporting on service activities

Service activity volume report

Test your knowledge

Summary

A. Sample Certification Exam Questions

Sample exam questions

Bonus question

B. Answers to Sample Certification Exam Questions

Bonus question

C. Answers to Self-test Questions

Chapter 2, Activities and Notes

Chapter 3, Managing Marketing Automation Applications – Marketing Lists and Campaigns

Chapter 4, Managing Sales Applications

Chapter 5, Managing the Product Catalog and Order Processing

Chapter 6, Managing CRM 2011 Outlook Client

Chapter 7, Managing Service Management Applications

Chapter 8, Managing Service Scheduling Applications

Index