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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Sales Management | 25% | - Accounts and contacts - Leads and opportunities - Quotes, orders, and invoices |
| Topic 2: Marketing Automation | 15% | - Lead qualification process - Campaigns and lists - Marketing activities |
| Topic 3: Configuration and Integration | 20% | - Basic system customization - Workflows and automation - Integration with other Microsoft products |
| Topic 4: Core CRM Concepts and Navigation | 15% | - Microsoft CRM architecture - Security model and roles - User interface and navigation |
| Topic 5: Customer Service Management | 25% | - Contracts and entitlements - Knowledge base management - Cases and service activities |
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