Preparation Guide for Exam #MB2-632
Filed Under (Microsoft) by Best PassGuide Certification PDF Dumps on 22-09-2008
Exam topics covered
The following list includes the topic areas covered on this exam. The percentage indicates the portion of the exam that addresses a particular skill.
mb2-632
•
Microsoft Dynamics CRM Concepts (34 percent)
Understanding Microsoft Dynamics Software
Multi-Lingual User Interface and Multi-Currency
Customer-Centered View
Using Microsoft Dynamics CRM for Microsoft Office Outlook
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Sales (18 percent)
Microsoft Dynamics CRM Sales Concepts
Opportunity Management
Managing Leads
Sales Order Processing
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Marketing (16 percent)
Planning and Creating Marketing Campaigns
Managing Marketing Campaigns
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Service Management (18 percent)
Managing Contracts
Managing Cases
Creating a Knowledge Base
Managing Service Queues
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Service Scheduling (14 percent)
Understanding the Service Scheduling Life Cycle
Scheduling Services
Maintaining Users and Resources
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Audience profile
Individuals who want to obtain a certification on Microsoft Dynamics CRM 4.0 Customization and Configuration should take this exam.
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Credit toward certification
When you pass this exam, you earn credit toward the following certifications:
• Microsoft Certified Business Management Solutions Specialist
• Microsoft Certified Business Management Solutions Professional – Applications for Microsoft Dynamics CRM 4.0
• Microsoft Certified Business Management Solutions Professional – Developer for Microsoft Dynamics CRM 4.0
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Preparation tools and resources
In addition to your hands-on experience working with the product, we highly recommend that you use the following tools and training to help you prepare for this exam.
E-Learning courses for this exam
• Collection 8913: Applications in Microsoft Dynamics CRM 4.0
Note We strongly recommend that you use training materials in conjunction with the corresponding e-learning to prepare for a certification exam.
Training materials for this exam
Training materials for Microsoft Dynamics can be ordered through your local partner.
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Course 8913: Applications in Microsoft Dynamics CRM 4.0
Classroom training for this exam
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Course 8913: Microsoft Dynamics CRM 4.0 Applications
Supplemental learning resources
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Sales Management, Marketing Automation, Service Management, Service Scheduling online manuals, and tutorials in online Help in the Microsoft Dynamics CRM product.
Additional skills recommended
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General working knowledge of Microsoft Windows 98, Microsoft Windows 2000 Server, or Windows XP; the installation process; and the Customer Relationship Management process.
Microsoft online resources
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MSDN: Designed as a reference for developers, the Microsoft Developer Network (MSDN) features code samples, technical articles, newsgroups, chats, and more.
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Training and certification newsgroups: There is a newsgroup for every Microsoft certification. By participating in the ongoing dialogue, you take advantage of a unique opportunity to exchange ideas with and ask questions of others, including more than 750 Microsoft Most Valuable Professionals (MVPs) worldwide.
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Skills being measured
This certification exam measures your ability to understand and articulate how to use and implement the Microsoft Dynamics CRM 4.0 Applications modules effectively, and to use the terms applied in the application to adequately convey solutions to other users.
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Exam specifics
Time requirements and questions
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100 minutes to complete the exam
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50 questions, with a passing rate of 70 percent
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Multiple choice and multiple answer questions
Exam Name: Applications in Microsoft Dynamics CRM 4.0
Exam Type: Microsoft
Exam Code: MB2-632 Total Questions: 50
Your company carries out cleaning and small domestic repairs. When a customer needs some
work done, a task is created and assigned to either the Cleaning queue or the
Repairs queue. You open a task in the Cleaning queue and notice that your manager should
have assigned it to the Repairs queue. What do you do? Each answer presents a full solution to the problem.
Choose the 2 that apply.
A. Assign the task directly to the Repairs queue.
B. Accept the task from the queue, and then assign it from your personal assigned queue.
C. Accept the task from the queue, and then assign it from your personal n Progress queue. D. Drag the task to the Repairs queue.
Answer: A, C Question: 39
You are the support manager for a software company. You use cases and activities to record
support effort. Your company operates a policy of closing cases after 48 hours if you do not hear from your customer. This usually works, but some customers communicate with you infrequently, and therefore, a case may need to be reopened, sometimes several times. Where should you
look in the case form to determine the amount of time that has been spent on a closed case?
A. In the Actions menu, choose Resolve Case and inspect the Total Time field in the dialog box.
B. In the Navigation area, choose History and open the Case Resolution activity which has a status of Completed.
C. In the Navigation area, choose History and sum the time recorded on all the activities.
D. In the Navigation area, choose History and sum the time recorded on all the Case Resolution activities.
Answer: B Question: 40
Your company manufactures medical equipment. With each purchase of a product, a customer is entitled to make three support calls, which are to be recorded as CRM cases. Your company also
provides a technical information line, with calls charged by the hour. Trey Research purchases
two different products, and also wants to use your technical information line. What is the best way
to use Microsoft Dynamics CRM 4.0 to record Trey Research entitlements?
A. Create one contract, with three contract lines: one for each product, and one for the technical information line.
B. Create one contract, with two contract lines: one for the two products, and one for the technical information line.
C. Create two contracts. In the first contract, create two contract lines, one for each product. In
the second contract, create one contract line for the technical information line.
D. Create two contracts. In the first contract, create one contract line for the two products. In the second contract, create one contract line for the technical information line.
Answer: C
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