Exam Name: Microsoft CRM Applications Professional v.1.1
Certification Provider: Microsoft
Corresponding Certification: Microsoft Business Solutions
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Instant Download Microsoft : MB2-186 Questions & Answers as PDF & Test Engine
Updated: Oct 05, 2026
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Microsoft MB2-186 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Service Management | 25% | - Cases and service activities - Knowledge base management - Contracts and entitlements |
| Topic 2: Sales Management | 25% | - Accounts and contacts - Leads and opportunities - Quotes, orders, and invoices |
| Topic 3: Core CRM Concepts and Navigation | 15% | - Security model and roles - Microsoft CRM architecture - User interface and navigation |
| Topic 4: Configuration and Integration | 20% | - Basic system customization - Integration with other Microsoft products - Workflows and automation |
| Topic 5: Marketing Automation | 15% | - Campaigns and lists - Lead qualification process - Marketing activities |
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