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.