Published: December 26, 2014
Languages: English, Chinese (Simplified), Japanese
Audiences: IT professionals
Technology: Microsoft Dynamics CRM
Credit toward certification: Specialist

Skills measured
This exam measures your ability to accomplish the technical tasks listed below. The percentages indicate the relative weight of each major topic area on the exam. The higher the percentage, the more questions you are likely to see on that content area on the exam. View video tutorials about the variety of question types on Microsoft exams.

Please note that the questions may test on, but will not be limited to, the topics described in the bulleted text.

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Apply sales management concepts (10–15%)
Work with customers
Identify customers who would benefit from sales management, identify core record types, describe how core record types are used in sales management, create and maintain customer records
Manage sales operations
Create, maintain, and use sales literature; create and maintain competitors; create and maintain sales territories; configure multiple currencies
Understand social listening
Identify social media channels, create and run search to listen for keywords, create an alert, determine where social insights can be added

Manage leads and opportunities (10–15%)
Work with leads
Determine when to use leads and opportunities, create and maintain leads, qualify and disqualify leads, convert email messages to leads, describe stages and steps in the lead process ribbon, describe the lead conversion process
Create opportunities
Create and maintain opportunities, convert activities and leads to opportunities, evaluate when to use system-calculated or user-provided values for revenue fields, describe stages and steps in the opportunity process ribbon
Manage opportunities
Close opportunities; view resolution activities; work with opportunity views; create and maintain opportunity connections; add post, activities, and notes in the collaboration pane; assign ownership of opportunity records to users or teams; add sales teams to opportunity records

Process sales (10–15%)
Manage the product catalog
Create unit groups, create products and add them to the product catalog, create price lists, create tailored price lists, create product kits and product bundles, group products by using product families, view product relationships by using hierarchy visualization, manage multiple currencies
Work with opportunities and quotes
Add opportunity products, capture product properties, suggest cross-sell and up-sell products, create new quotes, create a quote from an opportunity, activate and revise quotes, determine the impact of different currencies on price calculations and price lists
Work with orders and invoices
Create new orders; create new invoices; convert a quote to an order to an invoice; identify quote status changes; select alternate price lists with opportunities, quotes, orders, or invoice records

Analyze reports and sales (10–15%)
Manage sales metrics and goals
Define goal metric records; configure fiscal periods; define goal records; describe target, actual, and in-progress values for goal records; describe how to recalculate goals; describe a rollup query
Work with reports and views
Build reports with Report Wizard; identify report outputs; export information to Microsoft Excel; differentiate between features of static and dynamic view exports to Excel; work with Advanced Find; share dashboards, charts, and Advanced Find queries
Work with charts and dashboards
Create, configure, and share personal charts; create, configure, and publish system charts; create new system dashboards; describe uses of web resources and IFrames; differentiate between personal and system dashboards, charts, and views

Apply service management (10–15%)
Work with service management
Identify customers who would benefit from service management, identify core record types, describe how core record types are used in service management
Work with business process flows
Describe the purpose of business process flow in service management, identify what can be done programmatically in a business process flow, describe the rules-based branching feature of business process flow
Configure service management
Create case routing rules, create automatic case creation rules, create and maintain the subject tree, configure parent-child case settings

Manage service cases (10–15%)
Work with cases
Identify case lists and views, describe steps in automated case creation, identify benefits of case hierarchy, search for cases
Create cases
Identify ways to create new cases; create new case record; convert activity records to cases; create parent-child cases; identify case relationships; add posts, activities, and notes in the collaboration pane
Maintain cases
Describe stages and steps in the case process ribbon; identify actions that can be taken on a case; merge cases; cancel, delete, resolve, and reactivate cases; apply routing rules to cases
Work with the Knowledge Base
Search for Knowledge Base articles; create and maintain article templates; create, approve, and publish articles; search articles from case records; associate articles to a case; send Knowledge Base articles
Use queues
Differentiate between system and personal queues, create and maintain queues, assign cases and activities to queues, work with queue items, describe the process of working with queues, describe how case routing rules apply to queues

Manage contracts and entitlements (10–15%)
Work with entitlements
Create entitlement templates, create entitlements for a customer, add entitlement lines and associate with products, identify channels supported for entitlements, identify when case entitlements decrement and increment, describe the entitlement life cycle
Work with service level agreements (SLAs)
Identify SLA tracking KPIs and indicators, create a service level agreement, create SLA items, associate a service level agreement with an entitlement, describe the purpose of the timer control on the case form, configure service system settings for SLAs

Work with service scheduling (10–15%)
Service scheduling concepts
Identify customers who would benefit from service scheduling functionality, define service scheduling terminology, identify service scheduling process flow
Manage service scheduling operations
Configure work hours for users and facilities/equipment, limit a resource’s availability, create resource groups, create a site and associate resources with it, create customer service schedules, create holiday schedules
Maintain services and capacity planning
Define capacity planning, create a new service record, add a selection rule for required users and resources, configure account and contact service preferences, create a service with a same-site selection rule
Schedule service activities
Schedule a service activity in the Service Calendar, schedule specific resources by using the scheduling engine, schedule a service activity with same site rules, reschedule service activities, change the status of service activities, display and resolve scheduling conflicts

Analyze and report on service management (5–10%)
Manage service metrics and goals
Identify typical service goals and metrics, create a monthly metric and goal for case records, describe steps for adding a Target-In-Progress-Actual chart to the service dashboard
Work with service management reports
Identify key features and uses of the Service Activity Volume report, evaluate which service management report is best used in a given situation, identify key features and uses of the Case Summary Table report
Work with charts and dashboards
Identify service management system dashboards, create a personal service dashboard, create a system chart for service management

You lose an active opportunity and close it in Microsoft Dynamics CRM.
What are two results of closing the opportunity? Each correct answer presents part of the solution. Choose two.

A. The opportunity is removed from the list of active opportunities.
B. Notes and attachments associated with the opportunity are saved for future reference.
C. All activities associated with the opportunity are automatically deactivated.
D. The opportunity cannot be reactivated.

Answer: A,B

You are viewing the opportunity by status chart and want to see the records that have a status of open.
What should you use on the chart pane?

A. Refresh chart
B. Drill down
C. Advanced Find
D. Export Chart

Answer: B

You plan to bulk import new case records.
You do not want the service level agreement (SLA) to apply to the new cases.
What should you do?

A. Set the Disable the SLAs system option.
B. Pause all SLAs.
C. Set the Ignore SLAs import option.
D. Deactivate all SLAs.

Answer: D


You are a sales representative at a trade show.
A trade show attendee leaves a business card at your company’s booth.
You need to enter the attendee’s information into Microsoft Dynamics CRM for the sales team to qualify.
Which record type should you create?

A. Contact
B. Account
C. Opportunity
D. Lead

Answer: D


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