CRM 2011 – Released – Exam MB2-868 – Microsoft Dynamics CRM 2011 Applications

I have seen today that Microsoft have released the details of the new CRM 2011 Applications exam.   I personally associate this with understanding how CRM 2011 works in general, you have to learn about what all the different modules/sections of CRM 2011 do.

I am using my knowledge of the CRM 4 equivalent but looking at the parts covered it covers marketing, sales, management and service scheduling.  I found the CRM 4 exam very useful for understanding all different parts and how they worked as a whole.

You may not be interested in the exam straight away but to keep you gold partner status everyone will have to upgrade their certifications within a year of CRM 2011 being released.  You can read more about that here

The details about the exam are below, I noticed there is quite a lot of E-Material which is good because I prefer (well don’t have much choice) to study the for the exams using ebooks.

About this ExamThis certification exam measures your ability to understand and articulate how to use, maintain and support Microsoft Dynamics CRM 2011 application including managing Microsoft Dynamics CRM 2011 marketing automation applications, Microsoft Dynamics CRM 2011 sales applications, Microsoft Dynamics CRM 2011 service management applications, and Microsoft Dynamics CRM 2011 services scheduling applications.
Exam Topics Covered

The following list includes the topic areas covered on this exam.
  • Managing Microsoft Dynamics CRM Marketing Automation Applications
  • Managing Microsoft Dynamics CRM Sales Applications
  • Managing Microsoft Dynamics CRM Service Management Applications
  • Managing Microsoft Dynamics CRM Service Scheduling Applications
Skills Being MeasuredThis exam measures your ability to accomplish the technical tasks listed below.The percentages indicate the relative weight of each major topic area on the exam.
Managing Microsoft Dynamics CRM Marketing Automation Applications (27 percent)
  • Identify types of core records.
    • This objective may include: record types associated with marketing lists; core record hierarchy; relationships between record types
  • Create and work with marketing lists.
    • This objective may include: creating static marketing lists; creating dynamic marketing lists; updating marketing lists; adding marketing lists to a campaign
  • Create and work with marketing campaigns.
    • This objective may include: creating marketing campaigns; creating a quick campaign for a marketing list; create phone calls with a quick campaign; send emails with a quick campaign; identify limitations of a quick campaign
  • Manage marketing campaigns.
    • This objective may include: maintain campaign information; create and maintain planning activities; create and distribute campaign activities; associate target products, sales literature, and price lists with a campaign
  • Report and analyze marketing data.
    • This objective may include: analyze marketing information with advanced find; analyze marketing information with personal views; run a campaign performance report and a comparison report; create a personal marketing chart and a personal marketing dashboard
  • Manage campaign responses.
    • This objective may include: create a manual campaign response; create a campaign response from activities; convert campaign responses

Managing Microsoft Dynamics CRM Sales Applications (30 percent)

  • Manage customer and activity records.
    • This objective may include: identify core record types; create and maintain customer records, activity records, and lead records; convert activity records to leads; convert lead records to accounts, contacts, and opportunities; create and maintain sales literature; create and maintain competitors
  • Manage opportunity records.
    • This objective may include: create new opportunity records, close an opportunity; work with opportunity views; work with opportunity lists; connect with other records; assign opportunity records to individuals or teams
  • Configure the product catalog.
    • This objective may include: create unit groups; create and maintain products; create and maintain price lists; create and maintain discount lists; manage negative prices and quantities on products
  • Process sales orders.
    • This objective may include: add opportunity products; add write-in products for opportunities; select alternate price lists; create a quote from an opportunity; activate and revise quotes; work with orders; work with invoices; convert a quote to an order to an invoice
  • Manage metrics, goals, charts, and dashboards.
    • This objective may include: configure sales metrics; configure fiscal periods; create and assign goal records; create and recalculate parent and child goal records; work with system charts from an opportunity list; create and work with new dashboards in the workplace
  • Manage personal views and reports.
    • This objective may include: use advanced find to analyze sales information; save and work with advanced find views; build a report; run built-in reports; export sales information to Excel; implement filtering capabilities
  • Work with the Outlook client.
    • This objective may include: track incoming and outgoing emails; track appointments; convert emails to leads or opportunities; use template to send emails; attach literature to emails; create custom views in Outlook; create a grouped view of opportunity records; create an opportunity view with conditional formatting
Managing Microsoft Dynamics CRM Service Management Applications (24 percent)
  • Manage service cases.
    • This objective may include: working with case lists and views; searching for case records; working with system charts for cases; creating a new case record; creating related records; assigning case records; connecting a case to another record; maintain the subject tree; add notes to a case record; resolve a case record; create recurring appointments
  • Manage the Knowledge Base.
    • This objective may include: search articles from the workplace; associate an article with a case; use existing templates to create knowledge based articles; create and maintain article templates
  • Manage queues and teams.
    • This objective may include: create and maintain queues; add cases and activities to queues; work with routing; manage queue item records ; work with queue item details; create and manage team ownership of records
  • Manage contracts.
    • This objective may include: create and maintain contract templates; create a new contract; add contract lines to a contract; associate contract lines with products; contract line allotment details; contract line pricing; resolve cases with contracts; copy contracts; place a contract on hold; renew a contract; set a contract’s calendar
  • Manage analysis and reporting.
    • This objective may include: working with the case summary table; working with customer service system dashboards; creating a personal dashboard; identifying service metrics and goals; create a monthly goal for case records; add a progress chart to a service dashboard
Managing Microsoft Dynamics CRM Service Scheduling Applications (19 percent)
  • Identify service scheduling concepts and basic record types.
    • This topic may include: service scheduling scenarios; services and resource selection rules; users and facilities/equipment
  • Set up service scheduling.
    • This topic may include: set up work hours for users and for a new record; create a new facility/equipment record; create a new service record; add a selection rule for required users and for required resources; configure account and contact service preferences; create a site; associate resources with a site; create resource groups; create a service with a same-site selection rule
  • Schedule service activities.
    • This objective may include: create a new service activity; select resources by using the scheduling engine; select specific resources; schedule a service activity with same site rules; reschedule service activities; change status of service activities; display and resolve scheduling conflicts
  • Report and analyze service activities.
    • This objective may include: working with the service calendar; working with the service activity volume report; creating personal views of service activities; creating custom reports for service activities; send a direct email from a service activity; convert a service activity to an opportunity; convert a service activity to a case
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