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Microsoft MB2-423 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Overview and Navigation of Microsoft Dynamics CRM 3.0 | 15% | - Security roles and access levels - Personalization and workspace setup - CRM user interface and navigation |
| Marketing Automation | 15% | - Marketing activity tracking - Campaign creation and management - List and target group management |
| Customer Service Management | 25% | - Service level agreements (SLAs) - Knowledge base usage - Queue management and routing - Case and incident management |
| Reporting, Analysis and Integration | 20% | - Basic integration with Microsoft Office - Standard and custom reports - Dashboard configuration - Data import and export |
| Sales Management | 25% | - Sales pipeline and forecasting - Quote, order, and invoice processing - Account and contact records - Lead and opportunity management |
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