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