Published: January 22, 2014
Languages: English, Chinese (Simplified), French, German, Japanese, Spanish
Audiences: Information workers
Technology: Microsoft Dynamics CRM 2013
Credit toward certification: MCP, Microsoft Specialist
This exam measures your ability to accomplish the technical tasks listed below. The percentages indicate the relative weight of each major topic area on the exam. The higher the percentage, the more questions you are likely to see on that content area on the exam. View video tutorials about the variety of question types on Microsoft exams.
Please note that the questions may test on, but will not be limited to, the topics described in the bulleted text.
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Manage service cases (15-20%)
Identify customer service entities and record types
Cases, accounts, contacts activities, knowledge base articles, contracts, queues, products, goals
Create service cases
Create a case by using the Quick Create form; create a case by using the Full form; convert activity records to cases; identify case types; identify case form sections; add posts, activities, and notes to cases; identify activity types that can be converted into cases; convert activities into cases
Maintain and organize cases
Define case stages, add fields and stages, cancel or delete a case, Bulk Delete cases, assign cases, resolve a case, identify records related to a case, reactivate a case, create a subject tree, maintain a subject tree, identify and apply default views, follow a case, export a case to Excel, import data, start a dialog, send direct email messages, run workflows, create a resolution activity
Manage the knowledge base (5-10%)
Create, manage, and delete articles
Identify article templates and the security roles that can create and manage article templates; create, approve, and publish articles; define the article approval process; identify security roles that can create and publish articles; deactivate and delete article templates
Locate data in the knowledge base
Identify the types of searches that can be performed, use the Subject Browse method to search the knowledge base, define the relationship between cases and knowledge base articles, search articles from case records, send knowledge base articles
Manage sales literature
Create, maintain, and work with sales literature; create sales literature attachment records; identify when to use Microsoft Dynamics CRM or SharePoint to store and manage sales literature; create and maintain competitor records
Manage queues and contracts (10-15%)
Create and maintain queues
Describe system queues and personal queues, create a queue, add cases and activities to a queue, route records to a queue, release or remove items from a queue, manage queue item details
Describe contract components including contract templates, contracts, and contract lines; identify required contract template fields; identify contract allotment options; identify required contract line fields; create a contract; add contract lines; activate a contract
Describe the contract life cycle, cancel a contract, put a contract on hold and release a hold, renew a contract, copy a contract, associate a contract with a case, resolve cases with associated contracts
Manage service scheduling (10-15%)
Explain service scheduling features
Identify service scheduling terminology; describe service scheduling scenarios, including individual worker, shift work and skills, complex schedule, and out-going service scenarios; describe the service scheduling process
Maintain resources, equipment, and facilities
Create facilities and equipment records, create resources and work schedules, schedule time off, limit when a resource can be scheduled, define resource selection rules, create a resource group, add resources to a resource group
Manage resources and perform capacity planning
Define the capacity required for a service, configure resource allocation for service activities, remove resources or resource groups from performing a service, define customer preferences, create sites, associate resources with sites, manage service closures
Manage service schedules
Describe the service activity scheduling engine; schedule a service activity; configure activity synchronization between service activities and the Microsoft Dynamics CRM Client for Outlook; identify scheduled activity types in the service calendar; filter the service calendar; resolve service activity conflicts; close, cancel, or reschedule service activities
Manage leads and opportunities (15-20%)
Identify sales management entities and record types
Describe customer records, including accounts and contacts; describe sales management terminology including leads, opportunities, quotes, orders, invoices, and product list
Create and manage leads
Identify required fields on Leads form, convert activity records to leads, convert email messages to leads by using Microsoft Outlook or the web client, qualify and disqualify leads, add line items to opportunities
Create and manage opportunities
Convert activities or leads to opportunities, identify when to use System-Calculated or User-Provided values for revenue fields, associate competitors with opportunities, choose appropriate opportunity status, close opportunities, delete opportunities, manage opportunities by using views, associate opportunities with related entities, assign ownership to opportunity records
Manage sales (15-20%)
Maintain the product catalog
Identify product catalog features; create unit groups; manage primary units for unit groups; create products and price lists; add products to the product catalog; create discount lists; associate price lists with opportunity, quote, order, or invoice records; create substitutes for products; bundle products together to form a kit; convert a product to a kit; choose a pricing method; deactivate a price list; manage multiple currencies
Create and manage quotes
Create a quote from an opportunity; identify differences between quotes and opportunities; manage quotes; understand the differences between draft, active, and revised quotes
Process sales orders
Add line items to opportunities, add products from the product catalog, add write-in products, identify impact of currencies on price calculations, create orders, create invoices
Manage analysis and reporting features (15-20%)
Identify and create reports
Describe the available customer service reports; describe preconfigured sales reports; build reports with the Report Wizard; describe the features of static reports, dynamic reports, and dynamic PivotTables; export PivotTables; create case summary table reports
Manage charts and dashboards
Identify preconfigured dashboards, create a Personal chart; share a Personal chart, convert a Personal chart into a System chart, describe uses of web resources and IFrames, create a new dashboard, share dashboards and charts, create Advanced Find queries
Manage goals and metrics
Describe Goal Metric and Goal records; define Goal Metric records; configure Fiscal Periods; define Goal records; describe Target, Actual, and In-Progress values for Goal records; recalculate Goals; create a rollup query
Which two types of information does the system indicator allow you to display? (Each correct answer presents pa of the solution. Choose two.)
A. The company name
B. The database name
C. The current time
D. The user names
Which two page personalization actions can you make on a card or document page? (Each correct answer presents a complete solution. Choose two.)
A. Move a field from one FastTab to another FastTab.
B. Add a new tab in the ribbon and move or remove actions.
C. Copy a FactBox from one page to another page.
D. Change the importance of fields between Promoted, Standard, and Additional.
You need to disable personalization in the RoleTailored client for Windows for all users who use the client on a selected computer. What should you do?
A. Set the personalization parameter to disabled on the Microsoft Dynamics NAV Server.
B. Disable personalization on the user.
C. Start the client with the disablepersonalization parameter.
D. Start the client with noconfigure parameter.
E. Disable personalization on the profile.
You are a consultant working with a customer on their Microsoft Dynamics NAV 2013 implementation.
The customer requests that a frequently used option from the department be added to the Home Items for one user.
You need to customize the implementation to meet the customer request.
What should you do?
A. Customize the Navigation pane.
B. Customize the Role Center.
C. Customize the Navigation window.
D. Use the configuration mode of the RoleTailored client.
You need to configure a newly created profile. What should you do first?
A. Set this profile as the default profile for a user.
B. In User Personalization, associate the profile with your user account.
C. Enable the profile.
D. Set your account as owner of the profile.