MS-03-020:Microsoft CRM Applications Professional

Microsoft Business Solutions partners wishing to become Microsoft CRM certified should take this exam. This certification exam measures your knowledge on the basic functionality of Microsoft CRM Applications Professional edition including end user application functionality and some product settings. Areas covered include Navigation, Core Functions and Sales, including Microsoft CRM Sales for Outlook Client, Customer Service, and Application Settings.

ime Requirements & Questions:

40 minutes to complete the exam

45 questions with a passing rate of 80%

Multiple Choice and Multiple Answer questions

If you pass the exam, Microsoft Business Solutions will mail a Certification of Completion to you.

If you do not pass an exam the first time, you may retake it at any time. If you do not achieve a passing score a second time, you must wait at least 14 days to retake the exam a third time. A 14-day waiting period will be imposed for all subsequent exam retakes. If you have passed an exam, you cannot take it again.

Exam Preparation Tools

The majority of people who pass this exam prepare for it by combining traditional training and documentation study with hands-on experience using the application. As such, it is strongly recommended that you complete the following steps to prepare for the Applications Professional exam.

1) Training Manual: Use this as your primary study guide.

- Microsoft CRM Version 1.2 Applications Professional training manual

2) Attend Training: Complete either the online or classroom training offering.

- Applications Professional – Microsoft CRM Course

- Applications Professional – Microsoft CRM eCourse

3) Hands-on experience: You should have actual hands-on experience using each module of the application.

These are the tools and training available to help you prepare for this exam:

Training Manual:

Microsoft CRM Version 1.2 Applications Professional training manual

To order: Contact your Regional MBS Training Office

Classroom Training:

Applications Professional – Microsoft CRM Course

To schedule: Contact your Regional MBS Training Office

Online Training:

Applications Professional – Microsoft CRM eCourse

Applications Professional – Microsoft CRM eCourse is an online eCourse made up of the following tutorials:

• Record Management

• Customer Management
• Sales – Standard
• Sales – Professional
• Microsoft CRM Sales for Outlook Client
• Customer Service – Standard
• Customer Service – Professional
• Application Settings
• Product Catalog

• Security

To order:

· MBS partners order via PartnerSource: https://mbs.microsoft.com/partnersource/resources/trainingcert/onlinetraining/ecoursesavailable_part_mscrm.htm

All others order via: http://www.microsoft.com/BusinessSolutions/Services/Training/Highlights/mscrmtraining_ecom.mspx

Additional Learning Resources:

Microsoft CRM Implementation Guide (found on Microsoft CRM installation CD)
Microsoft CRM User Guide & Help Files (found in the Microsoft CRM application Help menu)

Additional Skills Recommended:

General working knowledge of Microsoft CRM and Windows based programs and hands-on experience with the application

Exam Topics

Microsoft CRM Core Functions - 33%

Navigation

Accounts and Contacts

Activities

Workplace

Reports

Microsoft CRM Sales (Standard & Professional) - 33%

Microsoft CRM Sales for Outlook client

Opportunity and Lead Management

Quotes, Orders, Invoices

Sales Literature and Competitors

Quotas

Sales Process

Territories

Microsoft CRM Customer Service (Standard & Professional) - 22%

Subjects

Cases

Routing and Queuing

Knowledge Base

Contracts

Microsoft CRM Product Catalog – 11%

Set up and use of the Microsoft CRM Product Catalog

This preparation guide was published in April 2004, and is subject to change at any time without prior notice and at Microsoft® Business Solutions' sole discretion.