Microsoft : MB2-868 Questions & Answers
Last Updated: Sep 21, 2026
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Microsoft MB2-868 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Marketing Automation | - Marketing lists and campaigns - Lead generation and tracking |
| Customer Service Management | - Service level agreements (SLA) and routing - Cases and queues |
| Microsoft Dynamics CRM 2011 Overview | - System components and architecture - Core concepts of CRM entities and relationships |
| Customization and Configuration | - Security roles and access control - Entity customization and forms - Business rules and workflows |
| Sales Management | - Leads, opportunities, and sales processes - Quotes, orders, and invoices management |
Microsoft Dynamics CRM 2011 Applications Sample Questions:
You need to create an opportunity with a product that does not currently exist in the product catalog.
What should you do?
(Choose all that apply.)
- A. Add a product to the product catalog, and add the new product to the opportunity.
- B. Add a new product to the opportunity.
- C. Add a Write-In Product to the opportunity.
- D. Add a Write-In Product to the product catalog, and add the new Write-In Product to the opportunity.
Correct Answer: A,C 🗳️
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In Microsoft Dynamics CRM 2011, you need to create an account, a contact, and an opportunity from a
lead.
What should you do?
- A. Qualify the lead and convert it to an account. Create the contact and the opportunity with the values of the lead, and then attach them to the account.
- B. Qualify the lead and convert it to an account and a contact. Create the opportunity with the values of the lead, and then attach it to the account.
- C. Qualify the lead and convert it to an account, a contact, and an opportunity.
- D. Create the account, the contact, and the opportunity with the values of the lead. Then attach the contact and the opportunity to the account.
Correct Answer: C 🗳️
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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 manual campaign response and indicate that it was received from the existing customer. Then convert the campaign response to an opportunity.
- B. Create a new lead, and then convert the lead to an account, a contact, and an opportunity.
- C. Promote the email message to a campaign response, and then convert the campaign response to a new lead.
- D. Create a manual campaign response and indicate that it was received from the prospective customer. Then convert the campaign response to a new lead.
Correct Answer: D 🗳️
When scheduling services in Microsoft Dynamics CRM 2011, where do you define the resources required to perform a service?
- A. in the user record
- B. in the service activities
- C. in the resource selection rules
- D. in the resource group
Correct Answer: C 🗳️
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A customer calls in response to a phone call he received about a current campaign. You need to ensure that the call is captured as a campaign response. What are possible ways to achieve this goal? (Choose all that apply.)
- A. In the Phone Call activity for the referenced campaign, select Promote to Response.
- B. From the Phone Calls Created view of the referenced campaign activity, assign the phone call to a queue.
- C. Create a new campaign response activity. On the response form, select the referenced campaign and the Phone channel.
- D. Create a new Phone Call activity, and set the Regarding field to the referenced campaign. Then select Promote to Response.
Correct Answer: A,C 🗳️
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