What this book covers
Chapter 1, Microsoft Dynamics CRM 2011 Overview, teaches you about the applications available and how they can address your organization's requirements. You will also learn about the value of the Microsoft Dynamics CRM 2011 Applications Certification Exam (MB2-868) and the role of this exam in certification for Microsoft IT professionals and developers.
Chapter 2, Activities and Notes, introduces you to the sales process and activities.
Chapter 3, Managing Marketing Automation Applications – Marketing Lists and Campaigns, teaches you how to create and manage marketing lists, campaigns, and campaign responses. You will also learn how to analyze marketing data to provide your organization with effective reporting.
Chapter 4, Managing Sales Applications, teaches you how to create and maintain lead, customer, opportunity, and competitor records. You'll also learn how go through an entire sales process, starting with leads, converting a lead to an account, contact and/or opportunity.
Chapter 5, Managing the Product Catalog and Order Processing, walks you through working the opportunity to close, creating a quote, and then converting the quote to an order and finally to an invoice. You will then analyze sales metrics and use goals, dashboards, personal views, and reports.
Chapter 6, Managing CRM 2011 Outlook Client, teaches you about the Outlook client and how it integrates with CRM. You'll be able to track e-mails, convert e-mails to leads or opportunities, and learn how to configure the views in the Dynamics CRM Outlook client.
Chapter 7, Managing Service Management Applications, teaches you how to create and manage cases, subject trees, knowledge base articles, queues, and contracts. You will then learn how to analyze cases by using service metrics, goals, and dashboards.
Chapter 8, Managing Service Scheduling Applications, teaches you about service scheduling scenarios, users, facilities/equipment, and service activities. You'll also learn how to report and analyze service activities.
Appendix A, Sample Certification Exam Questions, assesses your understanding of applications within Microsoft Dynamics CRM 2011 and your readiness for the certification exam by providing 75 questions similar to those found in the MB2-868 exam.
Appendix B, Answers to Sample Certification Exam Questions, contains answers and explanations to the sample certification exam questions found in Appendix A, Sample Certification Exam Questions.
Appendix C, Answers to Self-test Questions, contains answers to the self-test questions found in chapters 2 to 8.