Exam Name: CRM 3.0 Applications
Certification Provider: Microsoft
Corresponding Certification: Microsoft Business Solutions
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CRM 3.0 Applications : MB2-423 Exam Premium File as PDF & Test Engine
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Last Updated: Oct 21, 2026
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Microsoft MB2-423 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Overview and Navigation of Microsoft Dynamics CRM 3.0 | 15% | - CRM user interface and navigation - Security roles and access levels - Personalization and workspace setup |
| Topic 2: Customer Service Management | 25% | - Case and incident management - Knowledge base usage - Service level agreements (SLAs) - Queue management and routing |
| Topic 3: Marketing Automation | 15% | - List and target group management - Campaign creation and management - Marketing activity tracking |
| Topic 4: Reporting, Analysis and Integration | 20% | - Data import and export - Standard and custom reports - Basic integration with Microsoft Office - Dashboard configuration |
| Topic 5: Sales Management | 25% | - Account and contact records - Sales pipeline and forecasting - Quote, order, and invoice processing - Lead and opportunity management |
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