Microsoft - Dynamics CRM 2011 Online

Lehrplan

Exam MB2-868: Microsoft Dynamics CRM 2011 Applications

Managing Microsoft Dynamics CRM Marketing Automation Applications

• 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
• 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

• 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

• 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

Exam MB2-866: Microsoft Dynamics CRM 2011 Customization and Configuration

Configuring a Microsoft Dynamics CRM Organizational Structure

• Manage business units.
  This objective may include: creating and maintaining business units; disabling and deleting business units; transferring records
• Identify and apply Microsoft Dynamics CRM architecture concepts.
  This objective may include: how to customize Microsoft Dynamics CRM; where to customize Microsoft Dynamics CRM
• Configure system settings.
  This objective may include: applying system settings to Microsoft Dynamics CRM environment
• Manage solutions and properties.
  This objective may include: creating a new solution; identifying the components of solutions; applying managed and unmanaged solutions; configuring the properties of managed solution components

Managing Users & Teams and Security

• Apply entity-based and task-based privileges.
  This objective may include: differentiating between the two types of privileges
• Apply the five types of access levels within the security roles.
  This objective may include: differentiating between the five types of access levels
• Create and configure new security roles.
  This objective may include: copying privileges and access levels from existing security roles; applying security roles to specific business units; assigning security roles to teams
• Manage customization permissions.
  This objective may include: identifying the security rights necessary to customize Microsoft Dynamics CRM
• Manage field security profiles.
  This objective may include: creating security profiles; managing field permissions
• Create and maintain user accounts in Microsoft Dynamics CRM.
  This objective may include: adding single users; adding multiple users; identifying characteristics associated with each user licensing option; adding users to roles
• Create and maintain teams of users.
  This objective may include: creating teams; adding users to teams

Customizing Attributes and Entities

• Manage options sets.
  This objective may include: creating options sets; configuring options sets; deleting options sets
• Create and manage custom attributes.
  This objective may include: selecting an attribute type; including types and dependencies; editing custom attributes; deleting custom attributes; setting attribute security
• Create, configure, and delete custom entities.
  This objective may include: creating one-time only settings; identifying entities that cannot be disabled; modifying a custom entity; saving a custom entity; configuring security settings to control access to custom entities
• Configure the properties of attributes and entities in a managed solution.
  This objective may include: modifying the display name; creating new forms; creating new charts; creating new views
• Manage different types of customizations.
  This objective may include: differentiating between types of customizations; publishing customizations; re-using customizations

Customizing Relationships and Mappings

• Differentiate between supported and unsupported entity relationships.
  This objective may include: identifying relationships that can link system and custom entities
• Configure 1:N and N:N relationship behavior.
  This objective may include: creating a manual N:N relationship; creating a native N:N relationship; implementing cascading rules
• Create and apply maps.
  This objective may include: adding a mapping to a relationship; using Connections to implement relationships; managing connections and relationships

Configuring Auditing

• Configure auditing.
  This objective may include: identifying actions that are audited; turning on auditing; setting auditing at the field level; selecting entities to be audited; implementing partitions
• Audit data and permissions.
  This objective may include: granting permission to configure auditing
• Manage the audit log.
  This objective may include: examining the log; testing a customized form

Managing Forms, Views, and Charts

• Customize forms.
  This objective may include: editing tabs; editing sections; editing fields; editing the navigation area; editing the header and footer; adding a sub-grid; adding a web resource
• Create a new form.
  This objective may include: creating a main form; creating a mobile form; creating a preview form; assigning roles to forms; ordering forms; parent/child forms
• Create a customized view.
  This objective may include: organizing data in a view; adding and maintaining fields in a view; selecting a default view
• Create and manage charts.
  This objective may include: adding charts to entities; selecting a chart type; applying advanced options; charting capabilities; importing and exporting charts

Implementing a Microsoft Dynamics CRM Solution

• Implement, import, and export solutions.
  This objective may include: managed solutions; unmanaged solutions; importing errors; importing logs; importing and exporting appropriate system settings
• Update a managed solution.
  This objective may include: configuring and implementing managed properties in solutions