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

Spis treści książki

• 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

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