更新时间：2021-11-12 16:35:49
coverpage
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
Preface
What this book covers
What you need for this book
Who this book is for
Conventions
Reader feedback
Customer support
Chapter 1. Microsoft Dynamics CRM 2011 Overview
Introduction to CRM 2011
Microsoft Dynamics CRM 2011 training and certifications
Summary
Chapter 2. Activities and Notes
Activities
Notes
Test your knowledge
Chapter 3. Managing Marketing Automation Applications – Marketing Lists and Campaigns
Introduction to marketing list core records
Creating and managing marketing lists
Creating and working with campaigns
Chapter 4. Managing Sales Applications
Creating and managing leads
Creating and managing accounts and contacts
Creating competitors
Creating and managing goals
Reporting and analysis
Chapter 5. Managing the Product Catalog and Order Processing
An introduction to the product catalog
Unit groups
Creating and managing products
Creating and managing price lists
Discount lists
Creating and managing quotes
Chapter 6. Managing CRM 2011 Outlook Client
An Overview of the Outlook client
Tracking and managing e-mails
Tracking appointments and tasks
Custom views
Conditional formatting
Chapter 7. Managing Service Management Applications
Introduction
Managing service cases
Managing queues and teams
Managing teams
Managing contracts
Analysis and reporting
Chapter 8. Managing Service Scheduling Applications
Introduction to service scheduling
Setting up service scheduling
Scheduling service activities
Reporting on service activities
Appendix A. Sample Certification Exam Questions
Sample exam questions
Bonus question
Appendix B. Answers to Sample Certification Exam Questions
Appendix 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
