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Updated: Sep 02, 2026
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Microsoft MB2-868 Exam Overview:
| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics CRM 2011 Applications |
| Exam Number: | MB2-868 |
| Exam Price: | $165 USD (varies by region) |
| Exam Duration: | 120 minutes |
| Certificate Validity Period: | Retired (no longer active) |
| Related Certifications: | Microsoft Dynamics CRM 2011 Microsoft Certified Professional (MCP) |
| Real Exam Qty: | 40-60 |
| Passing Score: | 700 (out of 1000) |
| Exam Format: | Multiple Choice, Case Studies, Scenario-based Questions |
| Available Languages: | English |
| Sample Questions: | Microsoft MB2-868 Sample Questions |
| Exam Way: | Proctored exam delivered via authorized testing centers or online proctoring (historical Microsoft certification delivery model) |
| Pre Condition: | No formal prerequisites; basic understanding of Microsoft Dynamics CRM recommended |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/credentials/certifications/retired-certifications |
Microsoft MB2-868 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Customization and Configuration | - Entity customization and forms - Security roles and access control - Business rules and workflows |
| Topic 2: Microsoft Dynamics CRM 2011 Overview | - Core concepts of CRM entities and relationships - System components and architecture |
| Topic 3: Sales Management | - Quotes, orders, and invoices management - Leads, opportunities, and sales processes |
| Topic 4: Customer Service Management | - Cases and queues - Service level agreements (SLA) and routing |
| Topic 5: Marketing Automation | - Lead generation and tracking - Marketing lists and campaigns |
Microsoft Dynamics CRM 2011 Applications Sample Questions:
Question 1
In Microsoft Dynamics CRM 2011, you create a marketing campaign associated with several marketing
lists and marketing activities.
You create a new marketing list and plan to associate it with the campaign.
To which marketing campaign elements can you add the new marketing list?
A. undistributed marketing campaign activities
B. open marketing campaign planning activities
C. new marketing campaign responses
D. parent target marketing lists
E. distributed marketing campaign activities
Question 2
In Microsoft Dynamics CRM Online 2011, you create a static marketing list from an Advanced Find of
leads.
A month later, you lock and deactivate the marketing list.
Which of the following statements about the marketing list are true?
A. Deleting a lead also removes the lead from the marketing list.
B. Marketing list members can be added after the list is activated.
C. Marketing list members cannot be qualified until the list is activated and unlocked.
D. Deleted leads remain in the marketing list.
Question 3
Which of the following fields can you enter when creating a connection to a lead record in Microsoft Dynamics CRM 2011?
A. a security role
B. a connection role
C. a related goal
D. a related opportunity
Question 4
In Microsoft Dynamics CRM 2011, you need to ensure that all currently scheduled delivery trucks are fully
utilized before a new truck is scheduled.
What should you do?
A. On the Service item, set the selection rule selection criteria to Most Busy.
B. Set the capacity on the utilized trucks to 1, and the capacity on the non-utilized trucks to 2.
C. On the Service item, set the selection rule selection criteria to Least Busy.
D. Set the capacity on the utilized trucks to 2, and the capacity on the non-utilized trucks to 1.
Question 5
You receive an email message from a prospective customer who references a promotion code from a letter that you sent to an existing customer.
You need to capture a campaign response in Microsoft Dynamics CRM 2011. What should you do?
A. Create a new lead, and then convert the lead to an account, a contact, and an opportunity.
B. Create a manual campaign response and indicate that it was received from the prospective customer. Then convert the campaign response to a new lead.
C. Create a manual campaign response and indicate that it was received from the existing customer. Then convert the campaign response to an opportunity.
D. Promote the email message to a campaign response, and then convert the campaign response to a new lead.
Solutions:
| Question 1 Answer: A | Question 2 Answer: A | Question 3 Answer: B | Question 4 Answer: A | Question 5 Answer: B |
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