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Last Updated: Sep 02, 2026

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Microsoft MB2-868 Exam Syllabus Topics:

SectionObjectives
Customer Service Management- Service level agreements (SLA) and routing
- Cases and queues
Marketing Automation- Lead generation and tracking
- Marketing lists and campaigns
Sales Management- Leads, opportunities, and sales processes
- Quotes, orders, and invoices management
Microsoft Dynamics CRM 2011 Overview- System components and architecture
- Core concepts of CRM entities and relationships
Customization and Configuration- Entity customization and forms
- Business rules and workflows
- Security roles and access control

Microsoft Dynamics CRM 2011 Applications Sample Questions:

Question 1

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.


Question 2

The customer service department employs supervisors and agents.
Each supervisor may simultaneously manage up to four agents.
In Microsoft Dynamics CRM 2011, you need to configure a service that requires a supervisor and an
agent.
How should you define the capacities of the supervisor and of the agent?

A. In the user record, set the supervisor with a capacity of 4, and the agent with a capacity of 1.
B. In the service, set the supervisor with a capacity of 1, and the agent with a capacity of 4.
C. In the service, set the supervisor with a capacity of 4, and the agent with a capacity of 1.
D. In the user record, set the supervisor with a capacity of 1, and the agent with a capacity of 4.


Question 3

A company uses Microsoft Dynamics CRM 2011.
Client computers run Microsoft Dynamics CRM 2011 for Microsoft Office Outlook.
Which of the following statements about conditional formatting in Microsoft Dynamics CRM for Outlook are
true?
(Choose all that apply.)

A. With the appropriate rights, conditional formatting can be applied to system views.
B. Microsoft Dynamics CRM fields are available to the conditional formatting tool as user-defined fields in the Filter dialog box.
C. Conditional formatting is available only on client computers that are running Outlook 2010.
D. Views that include conditional formatting can be shared.


Question 4

Which of the following statements about Microsoft Dynamics CRM 2011 opportunities is true?

A. All quotes related to an opportunity must be in the same currency.
B. Opportunities can be created for leads.
C. A Price List is required to add products to an opportunity.
D. The Pipeline Phase field is mandatory.


Question 5

A company uses Microsoft Dynamics CRM 2011. Employees run Microsoft Dynamics CRM 2011 for
Microsoft Office Outlook.
Which of the following tasks can be performed by using Microsoft Dynamics CRM for Outlook?

A. Automatically create contact or lead records from tracked email messages while online.
B. Synchronize service activity records assigned directly to resource groups of which the employee is a member.
C. Automatically create contact or lead records from tracked email messages while offline.
D. Synchronize service activity records the employee owns.


Solutions:

Question 1
Answer: B
Question 2
Answer: A
Question 3
Answer: A,B,D
Question 4
Answer: C
Question 5
Answer: A

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