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Updated: Sep 01, 2026
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Microsoft MB2-868 Exam Overview:
| Certification Vendor: | Microsoft |
|---|---|
| Exam Name: | Microsoft Dynamics CRM 2011 Applications |
| Exam Number: | MB2-868 |
| Exam Duration: | 120 minutes |
| Real Exam Qty: | 40-60 |
| Available Languages: | English |
| Exam Price: | USD 100 |
| Certificate Validity Period: | Retired certification; no longer valid for new certification paths |
| Passing Score: | 700 (on a scale of 100-1000) |
| Exam Format: | Multiple choice, Case studies, Active screen, Drag and drop |
| Related Certifications: | Microsoft Certified Technology Specialist (MCTS): Microsoft Dynamics CRM 2011 Applications |
| Recommended Training: | Microsoft Dynamics CRM 2011 Training (Archived) |
| Exam Registration: | Microsoft Certification Exams (Historical Information) |
| Sample Questions: | Microsoft MB2-868 Sample Questions |
| Exam Way: | Testing center delivery through Microsoft exam providers (such as Prometric during the exam lifecycle) |
| Pre Condition: | No formal prerequisite exam required. Candidates were expected to have practical experience using Microsoft Dynamics CRM 2011 applications. |
| Official Syllabus URL: | https://learn.microsoft.com/en-us/previous-versions/dynamics/ |
Microsoft MB2-868 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Manage Microsoft Dynamics CRM Applications | - Manage personal options and settings
|
| Topic 2: Work with Microsoft Dynamics CRM Service Applications | - Manage service activities
|
| Topic 3: Work with Microsoft Dynamics CRM Marketing Applications | - Manage marketing lists
|
| Topic 4: Work with Microsoft Dynamics CRM Sales Applications | - Manage leads and opportunities
|
| Topic 5: Use Microsoft Dynamics CRM Reporting and Analysis Features | - Create and use reports
|
Microsoft Dynamics CRM 2011 Applications Sample Questions:
Question 1
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 2
In Microsoft Dynamics CRM 2011, you are distributing an email campaign activity to leads.
How can the owner of the distributed campaign activities be assigned?
(Choose all that apply.)
A. The activities can be assigned to you.
B. The activities can be assigned to a team.
C. The activities can be assigned to a specific user.
D. The activities can be assigned to a list of users.
E. The activities can be assigned to the owners of the lead records.
Question 3
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. Create the account, the contact, and the opportunity with the values of the lead. Then attach the contact and the opportunity to the account.
C. 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.
D. Qualify the lead and convert it to an account, a contact, and an opportunity.
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
You are creating a personal dashboard in Microsoft Dynamics CRM 2011. Which of the following components can you include on the dashboard?
A. charts and lists
B. only charts
C. only reports
D. charts and reports
Solutions:
| Question 1 Answer: A | Question 2 Answer: A,B,C,E | Question 3 Answer: D | Question 4 Answer: C | Question 5 Answer: A |
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