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Microsoft MB2-186 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Core CRM Concepts and Navigation | 15% | - Security model and roles - User interface and navigation - Microsoft CRM architecture |
| Topic 2: Configuration and Integration | 20% | - Workflows and automation - Basic system customization - Integration with other Microsoft products |
| Topic 3: Sales Management | 25% | - Accounts and contacts - Leads and opportunities - Quotes, orders, and invoices |
| Topic 4: Customer Service Management | 25% | - Contracts and entitlements - Knowledge base management - Cases and service activities |
| Topic 5: Marketing Automation | 15% | - Lead qualification process - Campaigns and lists - Marketing activities |





