DURATION
3 Days
Introduction
The three-day Microsoft CRM Installation and Configuration course explores the Microsoft CRM Implementation Methodology tool kit, the technologies that support Microsoft CRM (i.e. Active Directory, Microsoft .Net framework, XML Web Services, SOAP, etc.), the architecture of the product, installation instructions for the Microsoft CRM Server, Sales for Outlook client, and Exchange E-mail Router, as well as the administrative functions required to configure the application.
Configuration topics include business management functions such as setting up business units, users, teams, security privileges and roles, database maintenance, XML importing and exporting utilities, Crystal Enterprise report configuration, web configuration options, and importing of legacy CRM data via the Microsoft CRM data migration tools. This course does not include materials or instructor discussion of Microsoft CRM Workflow Configuration, Customization, or Back Office Integration.
Audience
Microsoft CRM Installation and Configuration training is recommended for people who plan to install, implement, configure, consult, or support Microsoft CRM. The class is targeted toward administrators, implementers, developers, and consultants who need to understand the technical aspects of Microsoft CRM and gain foundational knowledge of the application functionality. The course is not intended for non-technical staff.
At Course Completion
After completing this course, students will be able to:
Utilize the Microsoft CRM Implementation methodology and its supporting tool kit designed specifically for Microsoft CRM.
Understand the primary technologies that support Microsoft CRM, including Active Directory, Windows 2000 domains and domain controllers, DNS, Microsoft .Net, XML, XML Web Services, SOAP, Microsoft Exchange, SQL Server 2000, and Internet Information Services.
Understand the Microsoft CRM architecture, including the Outlook and web-based clients, the application layer, the platform layer, and the database layer.
Identify the Hardware and Software requirements for the various Microsoft CRM deployment scenarios.
Execute the pre-installation checklist requirements that must be in place prior to installing CRM.
Complete the Installation procedures for the CRM Server, CRM Outlook client, and Exchange E-mail Router.
Complete the Post-installation procedures covering system administrator initialization and optional sample data loading.
Configure Microsoft CRM business units, users, and teams.
Understand and manage the Microsoft CRM security model, including security roles, privileges, and access levels.
Execute the administrative tasks necessary to support the application, including database maintenance, XML importing and exporting procedures, and maintenance of system customization settings, Crystal Enterprise Reporting parameters, and web configuration parameters.
Plan and execute a Microsoft CRM data migration project by utilizing the Microsoft Data Migration Framework tools and planning documents.
Troubleshoot common problems with the different components that make up Microsoft CRM, including Active Directory, Microsoft CRM Server, Exchange Server, SQL Server, the Outlook Client, the Microsoft CRM Exchange E-mail Router, Crystal Reports, and upgrading Microsoft CRM Integration for Great Plains.
Prerequisites
Before attending this course, students must have:
Working knowledge of Windows 2000, 2003 or Windows XP, Microsoft Exchange 2000 or 2003, SQL Server 2000, and Microsoft Outlook
Microsoft Certification exams
No Microsoft Certification exams are associated with this course currently.
Course Materials
The student materials include comprehensive courseware and other necessary materials for this class.
Chapter 1: Implementation Methodology
The purpose of this chapter is to introduce you to Microsoft CRM’s Implementation Methodology and Implementation Tool Kit (ITK). The ITK contains all the components of Microsoft CRM’s Implementation Methodology, and it serves as the single source for information needed throughout the implementation. The ITK is intended to be a tool that is easy to use, and its purpose is to help you remain organized throughout any Microsoft CRM implementation.
Main Topics
Types of Implementations
Areas of the ITK
Phases of a CRM Implementation
Implementation Best Practices
After completing this chapter, students will be able to:
Understand the benefits of using the Microsoft CRM implementation methodology.
Differentiate between the various types of Microsoft CRM implementations.
Navigate the Implementation Tool Kit and take advantage of its methodology, resources and tools.
Follow the Microsoft CRM Implementation Methodology project phases when conducting your project rollout.
Chapter 2: Supporting Technologies
This chapter examines the core technologies that are leveraged by the Microsoft Customer Relationship Management application. The purpose of this chapter is to introduce you to each technology, briefly discuss its purpose and primary features, and focus on its relationship with Microsoft CRM. Please note that this chapter is not intended to provide you with a detailed primer on each of these topics; most bookstores are filled with volumes of works that can provide you with that level of instruction, and it’s not our intent to add to this glut of information.
Also, it is important to note that this chapter is optional and can be skipped at the instructor’s discretion. If the instructor feels that each student’s background provides sufficient experience in these topic areas, then the instructor reserves the right to skip this chapter.
Main Topics
Active Directory Services
Domain Name System (DNS)
Exchange Server 2000
SQL Server 2000
Microsoft .NET technology
Extensible Markup Language (XML) and its relationship with the Microsoft technologies
XML Web Services
Simple Object Access Protocol (SOAP)
Internet Information Services (IIS)
Active Server Pages (ASP).NET
Lab: Instructor-led presentations of the following technologies
Active Directory
DNS
SQL Server 2000
IIS
After completing this chapter, students will be able to:
Understand what Microsoft and non-Microsoft technologies support Microsoft CRM.
Understand the purpose and primary features of each of Microsoft CRM’s supporting technologies.
Determine how Microsoft CRM uses these technologies.
Chapter 3: Microsoft CRM Architecture
This chapter examines Microsoft CRM’s architectural design. The purpose of this chapter is to examine the design goals for Microsoft CRM, discuss how these goals evolved into the system, platform and application functionality that define the Microsoft CRM product, and review Microsoft CRM’s four architectural layers - the Presentation layer, Application layer, Platform layer and Database layer. Please note that this is a high-level discussion of the product’s architecture with the intent on introducing the student to each layer of design.
Main Topics
Presentation layer (web client and Sales for Outlook client)
Application layer (including how the Sales for Outlook client functions in both online and offline modes, and how the architecture facilitates client synchronization and playback processing)
Platform layer
Database layer
After completing this chapter, students will be able to:
Identify the similarities and differences between the two methods of accessing Microsoft CRM (via web client and the Sales for Outlook client).
Understand how the architecture facilitates Sales for Outlook client synchronization and playback methodology.
Understand how the platform layer of the product architecture plays a key role in all product functionality, including extension of product functionality by ISV’s through the use web services that access class libraries at the product layer.
Identify the four databases created with each Microsoft CRM installation and understand the purpose of each.
Understand why the application was designed to prohibit direct access of application logic and databases by developers.
Chapter 4: Server and Client Installation
For a successful installation of Microsoft CRM, it is crucial that you successfully complete all tasks required - from the pre-install environment through the post-installation tasks. We begin this chapter by analyzing network infrastructure requirements, as well as the hardware and software requirements for various deployment scenarios. We will then review each of the pre-installation requirements in order to make sure that all necessary hardware and software components are in place prior to installing Microsoft CRM Server. Once we have completed the pre-installation tasks, we will then review the installation procedures for both the server and client components of the application. Following the CRM server installation, we will review the installation procedure for the Exchange Email Router and the Sales for Outlook client. Following the installation of each of these components, we will review the post-installation requirements that must be performed in order to prepare Microsoft CRM for use. Each student will install the CRM server, the Exchange E-mail Router, and the Sales for Outlook client, as well as performing all pre- and post-installation tasks. We will complete this chapter by reviewing the upgrade requirements for upgrading from Microsoft CRM v1.0 to v1.2.
Lessons
Network requirements
Deployment scenarios
Pre-installation tasks
CRM Server installation
Exchange E-mail Router installation
Sales for Outlook client installation
Post-installation tasks
Sample data load
Suggested Skill Set
Upgrading from v1.0 to v1.2
Installation Best Practices
Lab: Pre-Installation Tasks
Active Directory verification
Database verification
Verify DNS server addressing
MDAC verification
MSMQ verification
Create CRM Administrator account
Create Active Directory Organizational Unit
Create a CRM web site in IIS
Lab: CRM Server Installation
Install the CRM Server software
Installation is for Adventure Works Cycle sample organization
Test the installation
Lab: Post-Installation Tasks and Review
Verify CRM Security Service is running
Assign a Microsoft CRM license to the CRM Administrator account
Load Adventure Works Cycle sample data
Review the Organization Unit changes in Active Directory
Review the database changes in SQL Server
Review the web site changes in IIS
Lab: Exchange E-mail Router Installation & Configuring Queues
Install the Exchange E-mail Router
Add a queue in Active Directory and associate an email address with it
Add the queue into Microsoft CRM
Lab: Sales for Outlook Client Installation
Configure client machine as part of the instructor’s CRM domain
Install the Sales for Outlook client
Test the installation
After completing this chapter, students will be able to:
Analyze your network infrastructure to ensure it is ready for a Microsoft CRM installation.
Identify the hardware and software requirements for a Microsoft CRM installation.
Review each of the pre-installation requirements in order to make sure that all necessary hardware and software components are in place prior to installing Microsoft CRM Server.
Install the Microsoft CRM Server, the Sales for Outlook Client and the Exchange E-mail Router.
Configure queues to automatically receive email
Load Adventure Works Cycle sample data if needed
Complete the post installation requirements that must be performed in order to prepare Microsoft CRM for use.
Understand the staff skills required to accomplish a Microsoft CRM implementation.
Understand the requirements for upgrading from v1.0 to v1.2 for the CRM server, Outlook client, and Exchange E-mail Router.
Chapter 5: Configuration - Business Management
In this chapter, we will examine how to configure Microsoft CRM by setting up business units, users, and teams. We will review the two methods available for adding users into Microsoft CRM; that is, via the User Manager tool in Deployment Manager, and directly into the Microsoft CRM application via the System Customization tool. We will discuss the idiosyncrasies of assigning a manager to a user’s account, and we will examine the methods available for setting up teams of users. All of the labs performed in this chapter and in all remaining chapters will pertain to the sample Adventure Works Cycle organization that was installed in the prior chapter.
Main Topics
Setting up business units
Reorganizing your organizational hierarchy
Enabling/Disabling business units
Adding users via the User Manager tool
Adding users via Microsoft CRM
Assigning a manager to a user account
Creating teams and adding users to a team
Business Management Best Practices
Lab: Maintaining Business Units
Adding business units
Reorganizing the organizational hierarchy
Disabling a business unit
Enabling a business unit
Lab: Managing User Accounts
Adding multiple users at one time via the User Manager tool
Adding one user at a time via Microsoft CRM
Maintaining user accounts
Assigning a manager to a user account
Disabling a user account
Enabling a user account
Lab: Managing Teams
Adding teams
Assigning users to a team
After completing this chapter, students will be able to:
Identify the core concepts of Business Management within Microsoft CRM, including: Business Units, Business Unit Management, Users, User Management and Team Management
Structure the organization unit hierarchy
Maintain Business Units
Add users into Microsoft CRM via the User Manager tool
Add and maintain users in Microsoft CRM
Administer teams in Microsoft CRM
Chapter 6: Configuration - Security
This chapter will examine the Microsoft CRM Security model, the components that make up the model, and how to manage them. This will include a review of the basic concepts of security privileges and access levels. We will examine how these security components control what actions a user can perform on each record type, as well as the records the user can perform those actions upon. From there, we will review how privileges and access levels are brought together via security roles. This discussion will include a review of the predefined security roles that are automatically created in Microsoft CRM during installation of the product. We will also examine how security roles are created in business units and how they relate to Active Directory. We will review how you assign roles to users, and we will discuss how roles affect each user’s security rights. Finally, we will see how you can create your own custom roles, as well as copy existing roles over as new roles in order to meet your business requirements.
Main Topics
Privileges
Access Levels
Roles
Creating roles in business units
Assigning roles to users
Resolution of conflicting privileges
Copying roles
Security Best Practices
Lab: Copying and Creating Roles
Create new roles by copying existing roles
Maintaining privileges and access levels for roles
Assigning roles to users
Test affects of various privileges and access levels
After completing this chapter, students will be able to:
Understand the basic concepts of security privileges and access levels
Understand the use of security roles in Microsoft CRM
Perform such tasks as copying and creating new roles as well as assigning users to existing roles
Chapter 7: Configuration - Administration
The objective of this chapter is to examine each of the administrative tasks that you may need to perform at one time or another within your Microsoft CRM implementation. We will examine how to use the Server Manager tool to administer the Microsoft CRM server(s). We will review the various Customization Transport Manager options, although our focus in this chapter will be on exporting and importing an XML configuration file. We will also review several “one-time” only system settings that you should administer in order to control various system-wide functionality. And we will conclude the chapter by examining several web configuration options that establish application specific settings.
Main Topics
Server Manager
Reconfigure Microsoft CRM to use a new database server
Customization Transport Manager
Export and import of an XML configuration file
Configure Microsoft CRM system settings
Web configuration options
Configuration Administration Best Practices
Lab: Server Manager
Reconfigure Microsoft CRM to point to a new database server
Lab: Customization Transport Manager
Export the XML configuration to a flat file
Import an XML flat file into Microsoft CRM and publish the configuration
Lab: Maintain System Settings
Auto-Numbering
Fiscal year settings
Calendar settings
Miscellaneous system settings
Lab: Web configuration settings
Instructor-lead presentation
Error event logging
Show developer errors
ISV integration
Render Quick Create control
After completing this chapter, students will be able to:
Use Server Manager to administer the Microsoft CRM server(s) during database restore scenarios
Use Customization Transport Manager to export the XML configuration to a flat file, and import a flat file back into Microsoft CRM
Set several “one-time” only system settings that control various system-wide functionality
Set several web configuration options that control the user interface experience
Chapter 8: Configuration – Crystal Enterprise Reporting
This chapter will examine the Crystal Enterprise reporting configurations that you can optionally maintain. Crystal Enterprise is silently installed when you install Microsoft CRM server, and without any special configuration it will provide a reporting solution within Microsoft CRM. Because of this, none of the configurations in this chapter are required. However, in order to take full advantage of the Crystal Enterprise reporting functionality, we will examine each of the configurations available to you so that you can achieve the best reporting performance possible, as well as assist you in the event that you need to troubleshoot reports. In this chapter, we will examine just what Crystal Enterprise is, and we will see how it has been implemented in Microsoft CRM.
We will also review the Crystal Enterprise for Microsoft CRM architecture, and we will focus our attention on how Crystal Enterprise for Microsoft CRM may be configured for best performance.
Main Topics
Examine Crystal Enterprise for Microsoft CRM
Review how Crystal Enterprise is built within Microsoft CRM
Crystal Enterprise for Microsoft CRM architecture
Crystal Enterprise for Microsoft CRM configuration options
Lab: Crystal Enterprise for Microsoft CRM configuration options
Instructor led presentation reviewing each available option
After completing this chapter, students will be able to:
Identify what Crystal Enterprise is and how it has been implemented in Microsoft CRM
Understand the various components of the Crystal Enterprise for Microsoft CRM architecture.
Configure Crystal Enterprise for Microsoft CRM for best performance in your implementation.
Chapter 9: Data Migration
In this chapter we will discuss how businesses with existing information systems can take full advantage of Microsoft CRM by leveraging the data stored in their legacy systems so that it is accessible to Microsoft CRM. We will examine how to use the tools provided by the Data Migration Framework v.1.2 for Microsoft CRM (Microsoft CRM DMF) to automate as much of the necessary data migration tasks as possible to reduce the complexity of the process. This chapter will discuss this framework as well as introduce a number of best practices to ensure that your data migration project is successful.
Main Topics
How to approach a data migration project
Applying each step of the Microsoft CRM Data Migration Framework to import your legacy data into Microsoft CRM
Understand how to use the tools provided for planning and executing a data migration project.
Lab: Mapping Data
Restore a database backup
Review mappings for Account data
Map Contact data
Lab: Installation of the Data Migration Framework
Run the Microsoft CRM Data Migration Framework setup program
Lab: Prepare Microsoft CRM for Data Migration
Remove sample data
Import customizations
Lab: CDF Database Initialization
Pre-installation tasks
Initialize the CDF database
Post-installation tasks
Lab: CDF Data Load
Create a unique integer primary key
Add a custom attribute to the Entity base table
Create a set of views to load data into
Load data into Entity base table
Load data into Entity Extension and information tables
Specify relationship between records
Lab: Data Cleansing
Cleanse user data
Cleanse territory data
Cleanse drop-down data
Lab: Test Migration
Disable the web application
Deactivate workflow rules and sales processes
Backup databases
Set up and run a test migration
Verify the test migration
Lab: Full Migration
Restore the databases
Run the full migration
Verify the results
After completing this chapter, students will be able to:
Understand how to approach a data migration project
Know what to expect from each step of the migration process using the Microsoft CRM Data Migration Framework.
Use the tools provided for planning and executing a data migration project.
Chapter 10: Troubleshooting
In this chapter, we will first look at how a good overall understanding of the product can help you in troubleshooting Microsoft CRM. You will then examine some common problems with the different components that make up Microsoft CRM. For the sake of organization, we have grouped problems together loosely around the different servers that make up the Microsoft CRM solution. However, in many cases, the problem will be communication between components rather than with the components themselves. We will also examine a number of known issues that you should be aware of as you implement Microsoft CRM. This chapter will examine problems with Active Directory, Microsoft CRM Server, Exchange Server, and SQL Server. It will also review known issues with the Outlook Client, the Microsoft CRM Exchange E-mail Router, Crystal Reports, and upgrading Microsoft CRM Integration for Great Plains.
Main Topics
Problems with Active Directory, Microsoft CRM Server, Exchange Server, and SQL Server
Known issues with the Outlook Client, the Microsoft CRM Exchange E-mail Router, Crystal Reports, and upgrading Microsoft CRM Integration for Great Plains
After completing this chapter, students will be able to:
Understand how effective monitoring, good change and configuration management, and extensive documentation of all problems previously encountered will help minimize problems that occur and decrease the time spent solving problems.
Appreciate how a good overall understanding of the product can aid in your troubleshooting efforts.
Identify some of the common problems with different components that make up Microsoft CRM.
Identify the predictable steps involved in troubleshooting Microsoft CRM.
This is a version-specific reference outline. Confirm the current syllabus and delivery arrangements with EIEIO.