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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Sales Management | 25% | - Sales pipeline and forecasting - Quote, order, and invoice processing - Account and contact records - Lead and opportunity management |
| Topic 2: Customer Service Management | 25% | - Queue management and routing - Knowledge base usage - Case and incident management - Service level agreements (SLAs) |
| Topic 3: Overview and Navigation of Microsoft Dynamics CRM 3.0 | 15% | - Security roles and access levels - CRM user interface and navigation - Personalization and workspace setup |
| Topic 4: Marketing Automation | 15% | - List and target group management - Campaign creation and management - Marketing activity tracking |
| Topic 5: Reporting, Analysis and Integration | 20% | - Data import and export - Dashboard configuration - Basic integration with Microsoft Office - Standard and custom reports |
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