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Last Updated: Sep 30, 2026
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Microsoft MB2-868 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Managing Sales Applications | 30% | - Work with accounts and contacts - Set up and track sales goals - Manage opportunities and sales pipeline - Use products, price lists, quotes, orders, and invoices - Manage leads and lead qualification |
| Topic 2: Managing Service Scheduling Applications | 19% | - Create and configure services and selection rules - Schedule, reschedule, and manage service activities - Resolve scheduling conflicts - Set up sites, facilities, equipment, and resources - Understand service scheduling concepts |
| Topic 3: Managing Marketing Automation Applications | 27% | - Manage marketing lists - Create and manage campaigns - Use sales literature and marketing collateral - Work with campaign responses |
| Topic 4: Managing Service Management Applications | 24% | - Create and manage service cases - Use knowledge base articles - Manage contracts and entitlements - Work with service dashboards and reports |
Microsoft Dynamics CRM 2011 Applications Sample Questions:
In Microsoft Dynamics CRM 2011, what is a unit group?
- A. a way to bundle two or more products together
- B. a way to define the product that will be used as a substitution if another product is unavailable
- C. a set of measurements in which a product is available
- D. a way to organize multiple price lists
Correct Answer: C 🗳️
Explanation: Only visible for Test4Sure members. You can sign-up / login (it's free).
You need to create an opportunity with a product that does not currently exist in the product catalog.
What should you do?
(Choose all that apply.)
- A. Add a Write-In Product to the product catalog, and add the new Write-In Product to the opportunity.
- B. Add a Write-In Product to the opportunity.
- C. Add a new product to the opportunity.
- D. Add a product to the product catalog, and add the new product to the opportunity.
Correct Answer: B,D 🗳️
Explanation: Only visible for Test4Sure members. You can sign-up / login (it's free).
A company uses Microsoft Dynamics CRM 2011.
You need to ensure that you are not booked for any service activities while you are on vacation.
Which of the following options will achieve the goal?
(Choose all that apply.)
- A. Edit a new weekly work schedule and set your work capacity to zero.
- B. Add a service restriction to your work schedule.
- C. Add an appointment in Microsoft Outlook showing the time as Busy and track the appointment in Microsoft Dynamics CRM.
- D. Use the Schedule Time Off feature.
Correct Answer: C,D 🗳️
You need to configure the Case Summary Table report for all customers and cases as shown in the exhibit
by setting the vertical and horizontal groups.
(Click the Exhibit button.) What should you do?
- A. Clear existing filters. Set Customer as the First Vertical Group, set Status Reason as the Second Vertical Group, and set Case Type as the First Horizontal Group.
- B. Set Severity as the First Vertical Group, set Customer as the First Horizontal Group, and set Status Reason as the Second Horizontal Group.
- C. Set Customer as the First Vertical Group, set Status Reason as the Second Vertical Group, and set Severity as the First Horizontal Group.
- D. Clear existing filters. Set Case Type as the First Vertical Group, set Customer as the First Horizontal Group, and set Status Reason as the Second Horizontal Group.
Correct Answer: A 🗳️
A lead stored in Microsoft Dynamics CRM 2011 does not want to purchase any products.
You need to disqualify the lead and remove it from the list of open leads.
What should you do?
- A. Change the status of the lead to No Longer Interested.
- B. Convert the lead to a contact and then deactivate the contact record.
- C. Convert the lead to an opportunity with a rating of Cold.
- D. Change the rating of the lead to Cold.
Correct Answer: A 🗳️
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