Microsoft Exam MB2-700 – CRM 2013 Applications
Yesterday I passed Microsoft’s CRM 2013 Applications exam (MB2-700), which is part of the new wave of updated CRM exams for the 2013 release. This post covers how I studied for the exam, what sorts of questions came up and what material I used for anyone else thinking of adding this qualification to their hit list.
In my limited CRM experience, very few of the projects I have done have used the Sales and Case management modules to their full potential – usually because the way these processes are modeled in the “out of the box” CRM does not match the specific customer’s needs. As a result I realised, when studying for the exam, that I hadn’t fully explored all the functionality present and so relying on my work experience alone would not be enough to get through the exam.
A solid grounding in sales and case management also seems wise at the moment, given the enhancements to these areas which are arriving with the Spring 2014 CRM release.
The exam is the usual 48 questions of multiple-choice format with a passing level of 70%. It concentrates on two areas of CRM’s “out of the box” functionality, namely: Sales Management and Case Management and there are two seperate Microsoft courses which cover these (80545 – Cases and 80546 – Sales). The exam I took was evenly balanced with questions from both areas. The Microsoft web page describing the exam and the skills tested is listed below and this should always be your final check list that you are ready: –http://www.microsoft.com/learning/en-us/exam.aspx?id=mb2-700
For preparation I did three key things: –
- I worked through the two official Microsoft courses (about 14 chapters of notes split into individual PDFs) and can happily confirm that the exam is based on this material with all questions relating to information covered in the courses.
- I made my own notes as I went (there’s a copy of them at the end of this article for download).
- I worked through some lab examples and tested out some scenarios in a copy of CRM 2013. More so than the other exams I think this is critical for MB2-700 – as several of the exam questions related to the different processes for handling leads, opportunities, contracts, contract templates etc. and there is no substitute for actually playing with these – it certainly seemed to stick in my head a lot better when I was “hands on” as opposed to just reading lots of abstract training material.
Here’s a review then of the sorts of topics/questions that came up: – For CASE MANAGEMENT
- Be comfortable with the workflow of a case, how it gets raised in the system and then routed to different people.
- Know what parts queues play in case management, how permissions work with queues and the difference between “Worked On” and “Owner”.
- Understand the use of the Knowledge Base, the different template types and how you deactivate/delete a template and what that means for any articles already using that template.
- Know the workflow of a Knowledge Base article and the conditions for emailing it out to a customer.
- Know the way that contract templates and contracts are used specifically the different allotment types and how they work.
- Understand the use of contract lines and what state a contract must be in for you to be able to add these.
- Be familiar with the contract life-cycle, what stages can pass to what other stages and what stages allow you to link cases to the contract.
- Understand how cases can be linked to contracts to use up their allotment and the difference between calculated Total Time and Billable Time.
- Look at the subject tree and know which entities MUST have a reference to the tree to be saved.
- Know what conditions are necessary to be able to close a case (specifically closing activities linked to that case).
- Be familiar with that entities can be easily converted in to cases.
- Know about the use of comments and notes against a Knowledge Base article.
- Memorise which entities are enabled for queues “out of the box” and which entities have queues created for them automatically.
- Understand the relationship between a Queue Item and the record it relates to.
- Understand the use of goal metrics and the goals that use them – this was one area where I found it essential to set up some examples myself and play with them.
- Know how you use in-progress and actual goals.
- Know about the different time periods to which a goal applies.
- Have a play with rollup queries to understand their use.
- For service scheduling, look at the service calendar and understand the different types of resources that can be scheduled.
- Understand the selection rules for combining resources to provide a service.
- Look at the periods of unavailability for resources and how the schedule engine will take note of these when proposing the next available slot. Be aware that CRM is clever enough to take time zone in to consideration and site.
- Be familiar with the use of capacity for resources.
- Look at customer’s preferences for service provision.
For SALES MANAGEMENT
- Know the difference between a lead and an opportunity.
- Be comfortable with the workflow of a lead and the entities that can be created when a lead is won.
- Understand how emails, activities etc. can be converted in to leads and opportunities.
- Be familiar with all the key entities in the sales area and how they link together – which entities can use sales literature for example?
- Be comfortable with the workflow for an opportunity and what related entities get closed when a workflow is won.
- Understand the use of the resolution activity.
- Play with the product catalog and understand the use of unit groups, discount lists and products.
- Understand the use of kits.
- Know how the standard price directly present on a product record can be used by the price lists and the different sort of pricing methods available.
- Be comfortable with how CRM handles price lists of different currencies.
- Know the quote – order – invoice workflow like the back of your hand 🙂
- Know how the use of price lists and system calculated pricing flows through this workflow.
- Be familiar with what triggers an update to automatically-calculated prices, particularly for mixed currencies.
- Look at the links between products and quotes and products.
- Understand what happens to a quote when an order is generated.
- Know what changes you can make to quotes, orders and invoices AFTER they have been activated.
- Look at the Sales History and Sales Pipeline reports and understand what they are built to show and what data they use.
Solid preparation is needed for this exam as the questions went in to quite a bit of detail about the workflows, about the set up of certain screens and about how CRM can be used to handle some particular scenarios.
I firmly believe that playing with the system and testing out everything you learn as pure theory is the best preparation you can do. On my exam there were a few of those annoyingly ambiguous questions that Microsoft seem to throw at you from time to time where it’s not 100% clear what exactly is being asked or multiple interpretations are possible but on the whole the exam was good, very close to the training material and a great way to familiarise yourself with these modules.
Here are the notes I made during my own preparation, I hope they are of use to you.