Microsoft MB2-700 (Microsoft Dynamics CRM 2013 Applications) exam dumps vce, practice test questions, study guide & video training course to study and pass quickly and easily. Microsoft MB2-700 Microsoft Dynamics CRM 2013 Applications exam dumps & practice test questions and answers. You need avanset vce exam simulator in order to study the Microsoft MB2-700 certification exam dumps & Microsoft MB2-700 practice test questions in vce format.

A Strategic Introduction to the MB2-700 CRM 2013 Applications Exam

Embarking on the journey to pass the Microsoft CRM 2013 Applications exam, known as MB2-700, represents a significant step for any professional working with this powerful platform. This certification is a testament to a deep understanding of the core application functionalities that drive business processes. The MB2-700 exam is part of an updated series of assessments for the 2013 release, designed to validate the skills necessary to effectively utilize the out-of-the-box features. This guide aims to provide a comprehensive overview of the exam, study strategies, key topics, and the practical insights needed for success.

The MB2-700 exam follows a standard format, typically consisting of around 48 multiple-choice questions. To achieve a passing score, candidates must reach a threshold of 70%. The exam’s focus is sharply divided between two critical functional areas of the application: Sales Management and Service Management, which is also known as Case Management. The questions are generally balanced evenly between these two modules, requiring a thorough and equal understanding of both. It is essential to consult the official exam description and skills measurement page to get the most current and detailed breakdown of the objectives.

This series is designed to deconstruct the core components of the MB2--700 syllabus, moving beyond a simple list of topics to offer in-depth explanations and contextual understanding. We will explore the nuances of each module, from the initial lead qualification in sales to the final resolution of a customer case in service. The goal is to build a solid foundation of knowledge that not only prepares you for the specific questions you will face but also enhances your overall competency as a CRM professional. True preparation involves a blend of theoretical knowledge and practical application.

Ultimately, achieving the MB2-700 certification is more than just adding a line to your resume. It signifies a commitment to mastering the tools that help businesses build stronger customer relationships. It demonstrates your ability to leverage the platform's capabilities to streamline sales processes, improve customer service efficiency, and drive measurable business outcomes. This series will serve as your detailed roadmap, guiding you through the material and providing the clarity needed to approach the MB2-700 exam with confidence and a high probability of success.

Why Real-World Experience Alone Is Not Enough

Many professionals who work with CRM systems daily believe that their practical, on-the-job experience is sufficient preparation for a certification exam like the MB2-700. However, this assumption can be a significant pitfall. Real-world projects are often highly customized to meet the unique and specific needs of a particular business. This means that many of the standard, out-of-the-box features of the Sales and Case Management modules may be underutilized, heavily modified, or completely bypassed in favor of custom solutions. This can create significant knowledge gaps for the exam.

The MB2-700 exam is meticulously designed to test your knowledge of the platform's standard functionality as intended by the developers. The questions will cover specific workflows, entity relationships, and features that you may have never encountered in your day-to-day work. For example, a project might not use the standard Contract entity, or it might have a completely different approach to lead management. Relying solely on your project experience would leave you unprepared for questions about these core, yet unused, functionalities. It is a common realization among candidates that they haven't fully explored the breadth of the application.

Therefore, a dedicated study plan that focuses on the official curriculum is absolutely essential. This involves stepping back from your specific project implementations and learning the system from a foundational, "by-the-book" perspective. This approach ensures that you understand the purpose of each feature, how different components interact, and the intended process flows for sales and service. This theoretical grounding is precisely what the MB2-700 exam is designed to validate. It tests a universal understanding of the application, not just proficiency in a single customized environment.

A solid grasp of the standard sales and case management processes is also a wise investment for your career. With each new release and update, the core functionalities of the platform are often enhanced and expanded. Having a deep understanding of the out-of-the-box features allows you to better evaluate new enhancements and understand how they can be leveraged. This knowledge makes you a more versatile and valuable consultant or administrator, capable of adapting to different project requirements and providing solutions that make the most of the platform's native capabilities.

A Strategic Approach to MB2-700 Preparation

A successful strategy for the MB2-700 exam requires a multi-faceted approach that combines theoretical study, detailed note-taking, and extensive hands-on practice. Simply reading the training material is not enough to commit the intricate details to memory. A structured preparation plan is key to covering all the required topics thoroughly and retaining the information effectively for exam day. This structured approach can be broken down into three critical activities that reinforce one another.

First, working through the official Microsoft course materials is paramount. These courses, often designated by codes like 80545 for Cases and 80546 for Sales, form the backbone of the exam content. The exam questions are directly based on the information presented in these official guides. You can be confident that if you master the content within these materials, you will have covered all the necessary information to answer the questions. It is a one-to-one relationship between the curriculum and the assessment.

Second, the act of creating your own study notes as you progress through the material is a powerful learning technique. This process forces you to synthesize the information, rephrase it in your own words, and identify the most critical points. Simply highlighting passages is a passive activity, but writing your own notes actively engages your brain and significantly improves retention. These notes will also become an invaluable, concise resource for final review in the days leading up to your MB2-700 exam, allowing for quick revision of key concepts.

Finally, and perhaps most critically, you must engage in hands-on practice within a CRM 2013 environment. For the MB2-700, this step is non-negotiable. Many exam questions relate to the specific steps of a process, the state transitions of a record, or the layout of a particular screen. There is no substitute for actually performing these actions yourself. Reading about contract templates is one thing; creating them, defining allotment types, and linking them to a contract provides a much deeper and more memorable understanding.

Setting Up Your Hands-On Lab Environment

The importance of practical application when studying for the MB2-700 cannot be overstated. Abstract concepts from training manuals come to life when you can see them and interact with them in a live system. Setting up a dedicated lab or trial environment is a critical first step. This personal sandbox allows you to explore every feature, test every workflow, and make mistakes without any real-world consequences. It is your playground for building the muscle memory needed to master the application's intricacies.

When you have your own environment, you can meticulously work through scenarios described in the study materials. For instance, you can create a lead, qualify it into an opportunity, and observe which records are automatically created. You can then build a quote for that opportunity, experiment with different price lists, convert it to an order, and finally generate an invoice. Walking through this entire lifecycle reinforces the relationships between these entities and the state changes they undergo far better than any diagram or text ever could. This is essential for the MB2-700.

Similarly, for the Case Management module, your lab is where you will master the service-related entities. You can configure contract templates with different allotment types, such as "Number of Cases" or "Time," and then create contracts based on them. You can then create cases and link them to the contract, observing how the allotments are decremented. Setting up queues, routing rules, and the Knowledge Base in your own environment provides a level of practical understanding that is essential for answering the detailed, process-oriented questions on the MB2-700 exam.

Getting hands-on also helps solidify your understanding of more complex areas like Goals and Service Scheduling. Reading about goal metrics and rollup queries can be confusing, but setting up a goal to track the number of closed cases for a team, defining the metric, and building the query to gather the data makes the entire concept click. The "hands-on" approach transforms abstract theory into tangible skills, making the information stick in your mind much more effectively and ensuring you are fully prepared for the challenges of the MB2-700.

Core Entities: The Building Blocks of CRM

Before diving deep into the specific modules of Sales and Case Management for the MB2-700 exam, it is crucial to have a rock-solid understanding of the core entities that underpin the entire CRM application. These entities are the fundamental building blocks upon which all business processes are built. The most central of these are Accounts, Contacts, and Activities. A thorough knowledge of their purpose, their relationships to one another, and how they are used is a prerequisite for mastering the more advanced topics covered in the exam.

Accounts typically represent companies, organizations, or businesses with which your company has a relationship. They are the central hub for tracking information about a customer or partner. An account record can store details like the company's name, address, phone number, and industry. Crucially, an account acts as a parent container for other related records. Multiple contacts, opportunities, cases, and activities can all be associated with a single account, providing a complete 360-degree view of all interactions with that organization.

Contacts are individuals. A contact record stores information about a specific person, such as their name, email address, job title, and phone number. Contacts are most often associated with an account, representing the people who work at that company. For example, a single account record for "Contoso Ltd." might have several associated contact records for its CEO, CFO, and primary purchasing agent. However, it is also possible to have contacts that do not belong to an account, which is common in business-to-consumer (B2C) scenarios.

Understanding the relationship between accounts and contacts is fundamental. The MB2-700 will expect you to know how these records interact within both sales and service contexts. For instance, when you create a case, you will typically associate it with both the contact who raised the issue and the account they work for. When you qualify a lead, you can create an account and a contact record simultaneously. Mastering these foundational relationships is the first step toward success on the MB2-700.

The Central Role of Activities in the MB2-700

Activities are the lifeblood of the CRM system, representing any interaction or task that occurs with a customer. They are the primary mechanism for tracking communications and managing tasks. The MB2-700 exam will test your understanding of the various activity types and how they are used to build a complete history of customer engagement. Mastering activities is essential, as they are used extensively across both the Sales and Service modules. They are the glue that holds the customer relationship history together.

The system includes several out-of-the-box activity types, each with a specific purpose. Phone Calls are used to log conversations. Emails can be tracked directly from Outlook or created within the system. Tasks represent work items that need to be completed by a specific user, such as "Follow up with the client." Appointments are scheduled meetings that appear on the user's calendar. Other activity types include Faxes and Letters. Each activity can be associated with a specific record, such as a contact, an opportunity, or a case.

A key feature of activities is that they can be tracked against a "Regarding" record. This creates the crucial link that builds the interaction history. For example, if you log a phone call and set the "Regarding" field to a specific opportunity, that phone call will appear in the activity history of that opportunity. This provides a complete chronological record of every touchpoint related to that deal. Similarly, all activities related to a customer service case will be tracked against that case record, providing a full audit trail for the support team.

For the MB2-700 exam, you must be comfortable with the entire activity lifecycle. This includes knowing how to create, assign, and complete activities. You should also understand the different states an activity can be in, such as "Open," "Completed," or "Canceled." Furthermore, be aware of which other records can be converted into activities and vice versa. For example, an incoming email can be easily converted into a new lead or a new case, demonstrating the tight integration of activities with core business processes, a concept frequently tested on the MB2-700.

Mastering Case Management for the MB2-700

The Case Management module, also known as the Service module, is one of the two main pillars of the MB2-700 exam. This area of the application is designed to help organizations track and manage customer issues, requests, and inquiries from initial contact through to final resolution. A deep and detailed understanding of this module's entities, workflows, and configurations is absolutely essential for success. The exam questions in this domain are often specific and process-oriented, requiring more than just a surface-level familiarity.

This section of our guide will provide a comprehensive breakdown of the key components within Case Management that you must master for the MB2-700. We will explore the entire lifecycle of a case, from its creation to its closure. We will delve into the critical role of queues for managing workloads and the importance of the Knowledge Base for providing consistent and efficient answers. Furthermore, we will dissect the structure and use of contracts and contract templates, a complex but vital area of the syllabus.

To truly excel on the MB2-700, you need to move beyond theory. As we cover each topic, it is highly recommended that you replicate the scenarios in your own hands-on lab environment. Create cases, route them through queues, build knowledge base articles, and configure contracts. This practical application will solidify your understanding and make the concepts tangible. The exam will test your ability to apply this knowledge to solve specific problems and navigate particular scenarios, a skill best learned through direct experience.

The scope of Case Management is broad, encompassing everything from simple issue tracking to sophisticated service scheduling and goal management. By systematically working through each of these areas, you will build the comprehensive knowledge base required. Pay close attention to the relationships between entities, the specific states a record can be in, and the conditions required to move from one stage of a process to the next. These details are often the focus of questions on the MB2-700 exam.

The Complete Case Lifecycle from Creation to Resolution

Understanding the end-to-end workflow of a case is fundamental to the Case Management portion of the MB2-700 exam. A case, also sometimes referred to as an incident, is the central record used to track any customer interaction that requires some form of action or resolution. The lifecycle begins with the creation of the case record, which captures all the initial information about the customer's issue. This includes who the customer is, the nature of the problem, and the channel through which it was reported.

A case can be created in several ways. A user can manually create a new case record directly within the system. More commonly in modern service centers, cases can be created automatically from incoming activities. For example, an administrator can configure the system to automatically create a new case whenever an email is sent to a specific support address, such as support@company.com. The MB2-700 will expect you to be familiar with the various entities that can be easily converted into a case, with email being a prime example.

Once a case is created, it is actively worked on by a customer service representative. This involves investigating the issue, communicating with the customer, and performing the tasks necessary to solve the problem. All activities related to the case, such as phone calls, emails, and internal tasks, should be tracked against the case record. This creates a complete audit trail of everything that has been done, which is invaluable for collaboration and for providing a consistent customer experience if the case is ever escalated or reassigned to another agent.

The final stage of the lifecycle is case resolution. Once the customer's issue has been addressed, the case can be closed. To resolve a case, the user must provide certain information in a "Resolution Activity," such as the total time spent and a brief description of the solution. A critical point for the MB2-700 exam is knowing the conditions necessary to close a case. Specifically, you cannot close a case if there are any open activities associated with it. All linked tasks, phone calls, etc., must be marked as complete before the case itself can be resolved.

Demystifying Queues for Workload Management

Queues are a cornerstone of effective case management and a topic you must thoroughly understand for the MB2-700 exam. A queue is essentially a virtual container used to hold records, such as cases or activities, that are waiting to be processed. They are the primary mechanism for organizing and distributing work to teams of customer service representatives. Instead of assigning a case to a specific individual immediately, it can be routed to a queue where any available member of the appropriate team can pick it up.

The system supports different types of queues. Public queues are visible to everyone in the organization, while private queues are restricted to a specific list of members. You should also understand the entities that are enabled for queues out of the box. While cases are the most common example, many other entities, including all activity types, can be placed in a queue. It is also important to know that certain entities, like cases, have a default queue created for them automatically when the system is set up.

When a record is placed in a queue, a "Queue Item" record is created. This queue item acts as a wrapper around the original record. An important distinction to grasp for the MB2-700 is the difference between the owner of the queue item and the owner of the underlying record. A user can be assigned ownership of a case, making them ultimately responsible for it. However, they might also "Work On" a queue item without taking ownership of the case itself, allowing them to perform a task before passing it on. This allows for flexible workload management.

Permissions play a crucial role in how users interact with queues. A user needs the appropriate privileges to be able to pick a record from a queue and start working on it. When a user takes an item from a queue, they are effectively removing it from the shared pool and assigning it to themselves. This prevents multiple agents from accidentally working on the same case simultaneously. Mastering the concepts of queue routing, working on items, and the permissions model is vital for the MB2-700.

Leveraging the Knowledge Base for Efficient Service

The Knowledge Base (KB) is a centralized repository of articles and information that customer service agents can use to help them resolve cases more quickly and consistently. It is a powerful tool for improving efficiency and ensuring that customers receive accurate answers. The MB2-700 exam will test your understanding of the entire KB lifecycle, from creating article templates to publishing articles and using them to resolve customer issues.

The foundation of the Knowledge Base is the Article Template. These templates define the structure and layout for different types of articles, such as "How-to" guides, "Problem and Solution" articles, or Frequently Asked Questions (FAQs). When creating a new article, a user must first select a template, which will provide predefined sections and formatting. You must know for the MB2-700 how these templates are managed, including the process for deactivating or deleting a template and the implications this has for any existing articles that were created using it.

Once an article is created from a template, it goes through its own workflow. An article typically starts in a "Draft" state. It can then be submitted for review, where a manager or subject matter expert can approve or reject it. Once approved, the article is published, making it available for use by the service team. Published articles can be searched directly from within a case record, allowing an agent to quickly find relevant information and even email the content of the article directly to the customer. The MB2-700 requires you to know the conditions under which an article can be emailed.

The Knowledge Base is not a static repository. It is designed to be a living resource that is continuously improved. Agents and customers can provide feedback and comments on articles, helping to identify areas for improvement or content that is out of date. Published articles can be retired or unpublished when they are no longer relevant. Understanding this entire lifecycle, from template creation to article publication and eventual retirement, is a key component of the Case Management curriculum for the MB2-700.

Contracts and Contract Templates Explained

Contracts are a critical, though often complex, part of the Service module, and you can expect detailed questions about them on the MB2-700 exam. A contract represents a service agreement between your company and a customer. It defines the level of support that the customer is entitled to receive over a specific period. Cases can be linked to a contract to ensure that the customer is receiving the support they paid for and to track the consumption of their support entitlements.

The process begins with a Contract Template. Similar to Knowledge Base article templates, contract templates are used to standardize the creation of new contracts. The template defines the basic terms of the service agreement, such as the billing frequency and, most importantly, the allotment type. The allotment type specifies how the support entitlement is measured. A deep understanding of these allotment types is crucial for the MB2-700, as they dictate how the contract is used.

There are three primary allotment types. The first is "Number of Cases," where the customer is entitled to a specific number of support cases (e.g., 50 cases per year). The second is "Time," where the customer is entitled to a certain amount of support time (e.g., 100 hours of support). The third is "Coverage Dates," which simply provides support for a specified date range without limiting the number of cases or time. When a new contract is created from a template, it inherits these settings, which can then be customized for the specific customer.

The contract itself has its own lifecycle. A contract starts as a "Draft." It must then be "Invoiced" before it can be activated. A contract must be in the "Active" state for cases to be linked to it and for its allotments to be consumed. The MB2-700 will test your knowledge of these state transitions. For example, you need to know that a contract can be put on hold, and what stages a contract can move between. Mastering the relationship between templates, allotments, and the contract lifecycle is non-negotiable for this exam.

Understanding Allotment Types and Contract Lines

Once a contract is created, the specifics of the customer's entitlements are defined in the contract lines. A contract line is a child record of the contract that specifies the product or service being covered and the details of the allotment. For the MB2-700 exam, you must understand how contract lines work in conjunction with the contract's overall allotment type to track service consumption accurately.

If the contract's allotment type is "Number of Cases," the contract line will specify the total number of cases the customer is entitled to for a particular product or for general support. Each time a case is created and linked to that contract line, the "Remaining Cases" value on the line is decremented by one. This provides a clear, real-time view of how much of their entitlement the customer has used.

If the allotment type is "Time," the contract line specifies the total number of minutes or hours of support the customer has purchased. When a service representative works on a case linked to this contract line, they log their time in the case resolution activity. For the MB2-700, it is critical to know the difference between "Total Time" and "Billable Time" on this activity. Only the time entered in the "Billable Time" field will be deducted from the allotment on the contract line. This is a common point of confusion and a likely exam topic.

It is also important to know the conditions under which you can add or edit contract lines. For the MB2-700, you must remember that a contract must be in a "Draft" or "On Hold" state to add new contract lines. Once a contract is "Active," you cannot add new lines to it. This reflects the real-world scenario where a service agreement is finalized before it goes into effect. Understanding these small but critical details about how contracts and their lines are managed is key to answering the scenario-based questions on the exam.

The Importance of the Subject Tree in Case Management

The Subject Tree is a hierarchical classification system used to categorize records within the CRM application. While it can be used with several entities, its use is mandatory for some, and it plays a particularly important role in Case Management. The MB2-700 exam will expect you to understand the purpose of the Subject Tree and how it is used to organize cases and Knowledge Base articles.

The Subject Tree allows you to create a logical, tree-like structure of topics and subtopics relevant to your business. For example, a software company might have top-level subjects like "Installation Issues," "User Interface," and "Billing." Under "Installation Issues," they might have subtopics like "Windows," "macOS," and "Linux." This structure provides a standardized way to classify and organize information, making it easier to manage and search for.

For Case Management, the Subject Tree is used to categorize incoming customer issues. When a new case is created, the user must select a subject from the tree that best describes the problem. This has several benefits. It helps in routing the case to the correct team or agent with the right expertise. It also provides valuable data for reporting. By analyzing the subjects of incoming cases, a company can identify common problem areas, product defects, or areas where their documentation needs improvement.

Crucially for the MB2-700, you must know which entities are required to have a subject. Both Case records and Knowledge Base Article records MUST have a subject selected from the tree before they can be saved. This mandatory link ensures that all cases and all articles are properly categorized. This direct relationship also enables powerful functionality, such as being able to search the Knowledge Base for articles that have the same subject as the case you are currently working on, leading to faster resolutions.

Advanced Service Management Concepts in MB2-700

Beyond the core components of cases, queues, and contracts, the MB2-700 exam delves into more advanced topics within the Service module. These areas, namely Goal Management and Service Scheduling, provide powerful tools for measuring performance and managing complex resource logistics. While they may not be used in every CRM implementation, a thorough understanding of their functionality is required to pass the exam. These topics often involve multiple entities working together, so a holistic view is essential.

This part of our guide will focus on these sophisticated features. We will start with a deep dive into Goal Management, deconstructing how to set up performance targets for your service teams. This includes understanding the relationship between Goal Metrics, Goals, and the Rollup Queries that power them. These concepts can be abstract, so hands-on practice is particularly crucial in this area. Setting up some example goals in your lab environment is the best way to grasp how these components interact.

Next, we will navigate the intricate world of Service Scheduling. This functionality is designed for organizations that need to schedule services that require a combination of people, facilities, and equipment. We will explore how to define resources, create services, and use selection rules to find available time slots that meet multiple criteria. Understanding how the scheduling engine considers factors like availability, capacity, and time zones is key to mastering this topic for the MB2-700.

These advanced concepts represent the upper tier of knowledge tested in the Case Management portion of the MB2-700. The questions are likely to be scenario-based, asking you to determine the correct configuration to achieve a specific business outcome. By carefully working through the details of goal setting and service scheduling, you will be well-prepared to tackle these challenging questions and demonstrate a comprehensive mastery of the Service module.

Driving Service Performance with Goal Management

Goal Management is a powerful feature that allows organizations to set, track, and measure progress against key performance indicators (KPIs). For a customer service department, this is an invaluable tool for driving performance and ensuring that the team is meeting its objectives. The MB2-700 exam requires a detailed understanding of how to configure and use goals. This is an area where practical experience is essential, as setting up and observing goals in action is the best way to learn.

A Goal record defines a specific target that a user or a team is expected to achieve within a certain time period. For example, you could create a goal for a customer service agent to resolve 20 cases in a week. Or you could set a team goal to achieve an average case resolution time of under 4 hours for the month. Goals provide clear targets and allow both managers and individuals to see how they are performing against those targets in near real-time.

The MB2-700 will test your knowledge of the different types of goal data that are tracked. Each goal has a target value (e.g., 20 cases). As the user or team completes work, the system calculates two key values. The "In-Progress" value reflects work that has been started but not yet completed. For instance, it might show the number of active cases the agent is currently working on. The "Actual" value reflects the work that has been successfully completed. For example, it would show the number of cases the agent has actually resolved.

Goals are also tied to specific fiscal or custom time periods. You can set goals for a fiscal year, a quarter, a month, or even a custom date range. This flexibility allows you to align your performance management with your company's business cycles. Understanding how to set the goal owner, the time period, and the target values are fundamental skills you will need to demonstrate on the MB2-700 exam.

Configuring Goal Metrics: The Foundation of Measurement

Before you can create a single goal, you must first define a Goal Metric. The Goal Metric is the foundation of the entire Goal Management system and a critical concept for the MB2-700. A Goal Metric specifies what you are measuring. It defines the type of value being tracked, such as a count or an amount, and how that value is calculated. You can think of the Goal Metric as the "what" and the Goal record as the "how much" and "by when."

When you create a Goal Metric, you first choose the Metric Type. There are two main types: "Amount" and "Count." You would use "Amount" if you are measuring a currency value, such as the total revenue from sales, or a decimal or integer value. You would use "Count" if you are simply counting the number of records, such as the number of resolved cases. For example, a metric to track "Number of Resolved Cases" would be of type "Count."

The Goal Metric also specifies whether a higher value is better or a lower value is better. For a goal to resolve a high number of cases, a higher value is desirable. However, for a goal related to average call handling time, a lower value would be better. This setting affects how the system visually represents progress toward the goal. For the MB2-700, you need to be comfortable choosing the correct metric type and desired direction for various business scenarios.

Finally, the Goal Metric is where you define the Rollup Fields. These are the specific fields on a record that the system will use to calculate the "In-Progress" and "Actual" values for the goal. For a "Resolved Cases" goal, the "Actual" value might be based on a count of case records where the status is "Resolved." The "In-Progress" value might be based on a count of case records where the status is "In Progress." Defining these rollup fields correctly is the key to making the goal function as intended, and a core concept for the MB2-700.

Using Rollup Queries to Aggregate Data for Goals

While the Goal Metric defines which fields to use for calculation, the Rollup Query defines which records to include in that calculation. Rollup Queries are essentially saved views or advanced find queries that are associated with a Goal. They act as a filter, telling the system precisely which set of records should be considered when calculating the In-Progress and Actual values. Understanding how to use these queries is essential for creating accurate and meaningful goals for the MB2-700.

For example, imagine you want to set a goal for a specific service team, the "Enterprise Support Team," to resolve 100 high-priority cases this quarter. The Goal Metric would be configured to count resolved cases. However, without a Rollup Query, the goal would count all resolved cases in the system. By adding a Rollup Query to the goal, you can filter the records. The query would specify two conditions: "Owner equals Enterprise Support Team" AND "Priority equals High."

This ensures that only the cases that meet these specific criteria are included in the goal's calculations. This level of granularity is extremely powerful. You can create queries based on almost any field, allowing you to set highly specific goals for different teams, regions, product lines, or case types. For the MB2-700, you should be comfortable with the concept of building these queries to filter the data that feeds into a goal.

It is important to remember the relationship between these components. The Goal Metric defines what to measure (e.g., count of cases). The Goal record defines the target (e.g., 100). The Rollup Query defines which records to include in the measurement (e.g., only those owned by a specific team). All three parts must work together correctly to produce the desired result. Playing with different rollup queries in your lab environment is the best way to master this interconnected system for the MB2-700.

An Introduction to Service Scheduling

Service Scheduling is a comprehensive suite of features designed to help organizations manage the booking of services that require a combination of resources. It is ideal for scenarios like scheduling a consulting appointment, booking a repair job, or arranging a training session. The MB2-700 exam requires you to understand the various components of the scheduling engine and how they work together to find available time slots. This is one of the most complex areas of the Service module.

The core purpose of Service Scheduling is to coordinate multiple constraints simultaneously. For example, to schedule a training session, you might need a specific instructor (a user resource), a projector (an equipment resource), and a training room (a facility resource). All three of these resources must be available at the same time for the session to be booked. The scheduling engine automates the process of finding time slots that satisfy all of these requirements.

The system is also designed to be intelligent. It takes into account the working hours and unavailability of each resource. For instance, it knows that an instructor only works from 9 AM to 5 PM and has a lunch break at noon. It also knows if a training room is already booked for another event. The scheduling engine considers all of these factors when proposing available times. For the MB2-700, you must be aware of how the system handles work schedules, time off, and site considerations.

Furthermore, the engine is clever enough to handle time zones. If a customer in a different time zone requests a service, the system can propose times that work for both the customer and the resources, performing the necessary time zone conversions. It can also take into account customer preferences for specific resources or times. Understanding these capabilities and the entities used to configure them is key to successfully answering questions on this topic in the MB2-700 exam.

Configuring Resources, Equipment, and Facilities

The foundation of the Service Scheduling engine is the configuration of the resources that will be providing the services. The MB2-700 will expect you to know the different types of resources that can be scheduled. The system allows you to define three main categories of resources: Users, Facilities, and Equipment. Each of these plays a distinct role in the scheduling process.

User resources are the individual people who will be performing the service, such as consultants, trainers, or technicians. These are typically users who have a license and a record within the CRM system. You can define their skills, their normal working hours, and their costs, which can be used for billing purposes.

Facilities are the physical locations where a service might take place, such as a meeting room, a training center, or a service bay. Equipment resources are the tools or items needed to perform the service, such as a projector, a specific diagnostic machine, or a vehicle. Both Facilities and Equipment are set up as separate records in the system, and just like users, they can have their own schedules and periods of unavailability.

A crucial concept for the MB2-700 is resource capacity. For some resources, you may be able to schedule more than one service at the same time. For example, a large training room might have a capacity of 20, meaning it can be used for a group training session with up to 20 attendees. A piece of equipment like a projector, however, would have a capacity of 1. The scheduling engine takes this capacity into account when determining availability. Understanding how to configure these different resource types is a prerequisite for building services.

Defining Services and Selection Rules

Once you have configured your resources, the next step is to define the Services that you offer. A Service record ties everything together. It defines a specific activity that can be scheduled, such as "On-site Product Installation" or "Advanced User Training." The Service record specifies how long the activity takes, the initial status of the created service activity, and, most importantly, the resources required to perform it.

The most critical part of configuring a service is defining the Selection Rules. These rules tell the scheduling engine what kind of resources are needed for this specific service. A selection rule is highly flexible. For a simple service, you might add a single rule that says, "1 person from the Senior Technicians team." For a more complex service, you might have multiple rules.

For example, for an "Advanced Training Session," you might have three selection rules: 1) One person from the Certified Trainers team, 2) One unit of the "HD Projector" equipment, and 3) One unit of the "Main Training Room" facility. You can also specify the quantity needed for each rule. You could require two technicians for a large installation job, for instance.

The MB2-700 will test your understanding of how these selection rules are combined to find available slots. The scheduling engine will look for a time when it can satisfy all the rules simultaneously. It needs to find a certified trainer who is free, an HD projector that is available, and the main training room that is not booked. You can also create more complex rules, such as requiring "any 2 people from the consulting team," allowing the engine to pick any two available consultants. Mastering selection rules is key to understanding the power of service scheduling.

Navigating the Service Calendar and Customer Preferences

The Service Calendar is the primary user interface for viewing and managing scheduled services. It provides a visual representation of all the booked service activities, similar to a standard Outlook calendar. For the MB2-700, you should be familiar with the different views available on the Service Calendar. You can view the schedule by day, week, or month. More importantly, you can switch the view to see the schedule for a specific resource, a group of resources, or all resources at once.

This flexibility allows schedulers and dispatchers to quickly see who is busy and who is available. They can drag and drop appointments to reschedule them and easily identify open time slots for new bookings. The Service Calendar is the operational hub where the results of the scheduling engine are visualized and managed. It provides a clear overview of the utilization of all your service resources.

Another important aspect of the scheduling process that may be covered on the MB2-700 is the handling of customer preferences. When booking a service for a customer, you can specify their preferences. A customer might prefer a specific technician they have worked with before. They might also have a preference for certain days of the week or times of the day.

The scheduling engine can take these preferences into account. When searching for available slots, it will prioritize options that match the customer's preferred resources or times. This allows organizations to provide a more personalized and convenient service experience. Understanding how to input these preferences and how they influence the scheduling engine's suggestions is part of a comprehensive knowledge of the Service Scheduling functionality required for the MB2-700 exam.

Excelling in Sales Management for the MB2-700

The second major domain of the MB2-700 exam is Sales Management. This module provides the tools to manage the entire sales process, from identifying potential customers to closing deals and processing orders. Just like the Case Management section, the questions in this area are detailed and require a thorough, practical understanding of the entities and their interconnected workflows. A candidate must be able to navigate the complete lead-to-invoice lifecycle with confidence.

In this part of the guide, we will systematically dissect the components of the Sales module that are essential for the MB2-700. We will begin with the earliest stage of the sales funnel, exploring the Lead management process and the critical step of qualification. From there, we will move into Opportunity management, which is the core of tracking potential deals. We will cover the key entities that support the sales process, such as Sales Literature and Competitors.

A significant portion of this section will be dedicated to demystifying the Product Catalog. This is a complex but fundamental area that includes Unit Groups, Price Lists, Discount Lists, and the distinction between individual Products and Kits. Many MB2-700 candidates find this area challenging, so a detailed walkthrough is crucial. As always, the best way to internalize this information is to build out a sample product catalog in your own lab environment.

By the end of this section, you will have a clear understanding of how to set up and manage the foundational elements of the sales process. The MB2-700 requires you to not only know the definition of each entity but also how they link together to form a cohesive system. For example, you must understand how a Price List selected on an Opportunity record influences the pricing of products added to a subsequent Quote.

The Lead Management Process from Capture to Qualification

The sales process typically begins with a Lead. A Lead represents a potential prospect, someone who has shown interest in your products or services but has not yet been qualified as a serious sales opportunity. For the MB2-700 exam, you must be comfortable with the entire workflow of a lead, from its creation to its eventual fate. Leads can come from various sources, such as a web form, a trade show, or a marketing campaign.

A lead record is used to capture initial contact information and to track early-stage interactions. Activities like initial phone calls and emails can be logged against the lead record. The goal of the lead management process is to nurture and qualify the lead to determine if there is a genuine potential for a sale. This involves gathering more information about the prospect's needs, budget, and timeline.

The most critical step in the lead lifecycle is the qualification process. When a salesperson determines that the lead represents a real business opportunity, they "qualify" the lead. This is a key event, and the MB2-700 will test your knowledge of what happens at this stage. When a lead is qualified, the system can automatically create new records. Typically, an Opportunity record is created to track the potential deal. The system can also create a new Account and/or Contact record if they do not already exist.

Conversely, if it is determined that the lead is not a viable prospect, it can be "disqualified." The user must provide a reason for the disqualification, such as "Lost to Competitor" or "No Longer Interested." A disqualified lead is not deleted; it becomes inactive but remains in the system for historical reporting and analysis. Understanding this branching path—qualifying to create an opportunity or disqualifying to close the lead—is fundamental to the MB2-700 syllabus.

Opportunity Management: Driving Sales to Closure

Once a lead is qualified, an Opportunity record is created. The Opportunity is the central entity for managing a potential sales deal. It tracks everything related to the deal, from the potential revenue and estimated close date to the current stage in the sales process. A deep understanding of the Opportunity entity and its workflow is a major requirement for the MB2-700 exam.

An Opportunity record serves as a hub for all related information. It is linked to the potential customer (an Account and/or Contact). All sales activities, such as meetings, calls, and emails, are tracked against the opportunity. You can also associate other key records, such as competitors involved in the deal and the products the customer is interested in. This provides a comprehensive view of the entire deal in a single place.

The Opportunity workflow follows a defined sales process, moving through various stages from initial qualification to final closure. These stages help salespeople and managers track the progress of the deal and forecast future revenue. The final stage of the opportunity lifecycle is the closure. An opportunity can be closed as either "Won" or "Lost."

Closing an opportunity is a significant action, and you must know the details for the MB2-700. When an opportunity is closed, a "Resolution Activity" is created. This record captures the reason for the outcome, the actual revenue, and the competitor if the deal was lost. It is important to know that when an opportunity is won, any related quotes that are still active are automatically closed. This ensures data consistency and reflects the finalization of the sales process for that deal.

Go to testing centre with ease on our mind when you use Microsoft MB2-700 vce exam dumps, practice test questions and answers. Microsoft MB2-700 Microsoft Dynamics CRM 2013 Applications certification practice test questions and answers, study guide, exam dumps and video training course in vce format to help you study with ease. Prepare with confidence and study using Microsoft MB2-700 exam dumps & practice test questions and answers vce from ExamCollection.