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Microsoft MB2-186 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Sales Management | 25% | - Leads and opportunities - Quotes, orders, and invoices - Accounts and contacts |
| Customer Service Management | 25% | - Contracts and entitlements - Knowledge base management - Cases and service activities |
| Core CRM Concepts and Navigation | 15% | - User interface and navigation - Security model and roles - Microsoft CRM architecture |
| Configuration and Integration | 20% | - Integration with other Microsoft products - Workflows and automation - Basic system customization |
| Marketing Automation | 15% | - Campaigns and lists - Marketing activities - Lead qualification process |
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