Preparation Guide for Exam #MB2-423
Microsoft Dynamics CRM 3.0 Applications
Updated: October 22, 2007
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.
• Microsoft Dynamics CRM Concepts (13 percent)
Accounts and Contacts
Outlook Client
• Sales Management (30 percent)
Sales Management Life Cycle
Lead Management
Completing the Sale
Sales Productivity
Sales Administration
• Marketing Automation (22 percent)
Marketing Automation Life Cycle
Planning a Marketing Campaign
Campaign Creation
Campaign Execution and Response Management
• Service Management (20 percent)
Service Management Life Cycle
Contract Management
Case Management
Creating a Knowledge Base
Managing Service Queues
• Service Scheduling (15 percent)
Service Scheduling Life Cycle
Scheduling Services
Scheduling Administration
Defining Services
Audience profile
Individuals who want to obtain a certification on Microsoft Dynamics CRM 3.0 Applications should take this exam.
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
• Microsoft Certified Business Management Solutions Professional – Developer for Microsoft Dynamics CRM
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 8521: Sales Management in Microsoft Dynamics CRM 3.0
• Collection 8522: Marketing Automation in Microsoft Dynamics CRM 3.0
• Collection 8523: Service Management in Microsoft Dynamics CRM 3.0
• Collection 8524: Service Scheduling in Microsoft Dynamics CRM 3.0
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.
• Course 8521: Microsoft Dynamics CRM 3.0 Sales Management
• Course 8522: Microsoft Dynamics CRM 3.0 Marketing Automation
• Course 8523: Microsoft Dynamics CRM 3.0 Service Management
• Course 8524: Microsoft Dynamics CRM 3.0 Service Scheduling
Classroom training for this exam
• Course 8521: Microsoft Dynamics CRM 3.0 Sales Management
• Course 8522: Microsoft Dynamics CRM 3.0 Marketing Automation
• Course 8523: Microsoft Dynamics CRM 3.0 Service Management
• Course 8524: Microsoft Dynamics CRM 3.0 Service Scheduling
Supplemental learning resources
Refer to the following online manuals and tutorials found in online Help within the Microsoft Dynamics CRM 3.0 product:
• Sales Management
• Marketing Automation
• Service Management
• Service Scheduling
Additional skills recommended
• General working knowledge of Microsoft Windows
• General working knowledge of customer relationship management processes
Microsoft online resources
• MSDN: The Microsoft Developer Network (MSDN) is a reference for developers that features code samples, technical articles, newsgroups, chats, and more.
• 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.
Skills being measured
This certification exam measures your ability to do the following:
• Understand and articulate how to use and effectively implement the applications module in Microsoft Dynamics CRM 3.0.
• Use the application terms to adequately convey solutions to other users.
Exam specifics
Time requirements and questions
• 120 minutes to complete the exam
• 60 questions, with a passing rate of 70 percent
• Multiple choice and multiple answer questions
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