Exam Name: Microsoft CRM Applications Professional v.1.1
Certification Provider: Microsoft
Corresponding Certification: Microsoft Business Solutions
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Instant Download Microsoft : MB2-186
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Microsoft MB2-186 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Core CRM Concepts and Navigation | 15% | - User interface and navigation - Microsoft CRM architecture - Security model and roles |
| Topic 2: Customer Service Management | 25% | - Contracts and entitlements - Cases and service activities - Knowledge base management |
| Topic 3: Configuration and Integration | 20% | - Integration with other Microsoft products - Workflows and automation - Basic system customization |
| Topic 4: Marketing Automation | 15% | - Lead qualification process - Marketing activities - Campaigns and lists |
| Topic 5: Sales Management | 25% | - Quotes, orders, and invoices - Leads and opportunities - Accounts and contacts |
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