Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide

Name: Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide | A practical guide on how to use and manage Microsoft Dynamics CRM 2011 that focuses on helping you to pass the Microsoft certification exam
Brand: Packt Publishing
Availability: OnlineOnly

A practical guide on how to use and manage Microsoft Dynamics CRM 2011 that focuses on helping you to pass the Microsoft certification exam

Danny Varghese(Autor*in)

Packt Publishing

1. Auflage

Erschienen am 19. April 2013

344 Seiten

E-Book

ePUB mit Adobe-DRM

Systemvoraussetzungen

E-Book

PDF mit Adobe-DRM

Systemvoraussetzungen

978-1-84968-651-8 (ISBN)

ab 33,99 €

Als Download verfügbar

Merkliste: siehe Preise

Beschreibung

Alle Preise

Weitere Details

Weitere Ausgaben

Inhalt

Intro
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
Scheduling service activities
Creating service activities
Using the scheduling engine
Managing service activities
Service calendar
Displaying scheduling conflicts
Rescheduling activities
Changing activity status
Reporting on service activities
Service activity volume report
Test your knowledge
Summary
A. Sample Certification Exam Questions
Sample exam questions
Bonus question
B. Answers to Sample Certification Exam Questions
Bonus question
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

Systemvoraussetzungen

Dateiformat: ePUB
Kopierschutz: Adobe-DRM (Digital Rights Management)

Systemvoraussetzungen:

Computer (Windows; MacOS X; Linux): Installieren Sie bereits vor dem Download die kostenlose Software Adobe Digital Editions (siehe E-Book Hilfe).
Tablet/Smartphone (Android; iOS): Installieren Sie bereits vor dem Download die kostenlose App Adobe Digital Editions oder die App PocketBook (siehe E-Book Hilfe).
E-Book-Reader: Bookeen, Kobo, Pocketbook, Sony, Tolino u.v.a.m. (nicht Kindle)

Das Dateiformat ePUB ist sehr gut für Romane und Sachbücher geeignet – also für „fließenden” Text ohne komplexes Layout. Bei E-Readern oder Smartphones passt sich der Zeilen- und Seitenumbruch automatisch den kleinen Displays an.
Mit Adobe-DRM wird hier ein „harter” Kopierschutz verwendet. Wenn die notwendigen Voraussetzungen nicht vorliegen, können Sie das E-Book leider nicht öffnen. Daher müssen Sie bereits vor dem Download Ihre Lese-Hardware vorbereiten.

Bitte beachten Sie: Wir empfehlen Ihnen unbedingt nach Installation der Lese-Software diese mit Ihrer persönlichen Adobe-ID zu autorisieren!

Weitere Informationen finden Sie in unserer E-Book Hilfe.

Dateiformat: PDF
Kopierschutz: Adobe-DRM (Digital Rights Management)

Systemvoraussetzungen:

Computer (Windows; MacOS X; Linux): Installieren Sie bereits vor dem Download die kostenlose Software Adobe Digital Editions (siehe E-Book Hilfe).
Tablet/Smartphone (Android; iOS): Installieren Sie bereits vor dem Download die kostenlose App Adobe Digital Editions oder die App PocketBook (siehe E-Book Hilfe).
E-Book-Reader: Bookeen, Kobo, Pocketbook, Sony, Tolino u.v.a.m. (nicht Kindle)

Das Dateiformat PDF zeigt auf jeder Hardware eine Buchseite stets identisch an. Daher ist eine PDF auch für ein komplexes Layout geeignet, wie es bei Lehr- und Fachbüchern verwendet wird (Bilder, Tabellen, Spalten, Fußnoten). Bei kleinen Displays von E-Readern oder Smartphones sind PDF leider eher nervig, weil zu viel Scrollen notwendig ist.
Mit Adobe-DRM wird hier ein „harter” Kopierschutz verwendet. Wenn die notwendigen Voraussetzungen nicht vorliegen, können Sie das E-Book leider nicht öffnen. Daher müssen Sie bereits vor dem Download Ihre Lese-Hardware vorbereiten.

Bitte beachten Sie: Wir empfehlen Ihnen unbedingt nach Installation der Lese-Software diese mit Ihrer persönlichen Adobe-ID zu autorisieren!

Weitere Informationen finden Sie in unserer E-Book Hilfe.

Als PDF speichern Als Link merken