DURATION
3 Days
Introduction
This three-day instructor-led course provides students with the knowledge and skills to install and configure Microsoft CRM 3.0. The course explores the components used within a Microsoft CRM deployment, the hardware and software requirements needed to successfully deploy Microsoft CRM, and the installation instructions for the three primary Microsoft CRM components: the Microsoft CRM Server, the Exchange E-Mail Router, and the Microsoft Office for Outlook Client.
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
Web configuration options.
The course also examines the following administrative tasks:
Configure a Microsoft CRM server to use a new SQL Server
Redeploy an existing Microsoft CRM installation to a new deployment
Upgrade a Microsoft CRM 1.2 deployment to Microsoft CRM 3.0
Uninstall and Repair Microsoft CRM 3.0
This course does not include materials or instructor discussion of Microsoft CRM Workflow Configuration, Customization, or Back Office Integration.
Audience
Microsoft CRM 3.0 Installation and Configuration training is recommended for people who plan to install, implement, configure, consult, or support Microsoft CRM 3.0. The class is targeted toward administrators, implementers, developers, and consultants who need to understand the technical aspects and administrative functionality of Microsoft CRM. The course is not intended for non-technical staff.
At Course Completion
After completing this course, students should be able to:
Understand the primary components that support Microsoft CRM, including the Microsoft CRM Server, Microsoft Exchange E-mail Router, Microsoft Office for Outlook client, Microsoft SQL Server, Microsoft SQL Server Reporting Services, Internet Information Services, and Active Directory.
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 Microsoft CRM Server
Complete the Installation procedures for the Microsoft CRM Server, Microsoft CRM client for Microsoft Office Outlook, and Microsoft CRM Exchange E-mail Router.
Complete the Post-installation review that verifies the validity of the server and client installations.
Complete several Post-installation tasks, including loading of sample data
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, maintenance of system customization settings, and web configuration parameters.
Redeploy a Microsoft CRM installation
Update a Microsoft CRM v1.2 installation to 3.0
Uninstall Microsoft CRM 3.0 server and client
Prerequisites
Before attending this course, students must have a working knowledge of Microsoft Windows Server 2000, 2003, or Windows XP, Microsoft Exchange 2000 or 2003, Microsoft SQL Server 2000, Microsoft Outlook, Active Directory, and Internet Information Services.
Microsoft Certification exams
No Microsoft Certification exams are associated with this course currently.
Course Materials
The student kit includes a comprehensive workbook and other necessary materials for this class.
The following software is provided in the student kit:
Two virtual PC images of a server running Microsoft CRM Server 2003; one for installing Microsoft CRM and the other for redeploying Microsoft CRM
A virtual PC image of a client PC running Windows XP; this is used for installing the Microsoft CRM 3.0 client for Microsoft Office Outlook
A virtual PC image of a Microsoft CRM 1.2 deployment; this is used for upgrading Microsoft CRM 1.2 to 3.0
Copy of Microsoft CRM 3.0 and the default sample data
Chapter 1: Microsoft CRM Components
This chapter lays the foundation for the remainder of the course, and examines the primary components that are leveraged by the Microsoft Customer Relationship Management 3.0 application.
Lessons
Understanding the Microsoft CRM Components
Microsoft CRM Server
Microsoft CRM Clients
Microsoft Exchange 2000 or 2003
Microsoft SQL Server 2000 or 2005
SQL Reporting Services 2000 or 2005
Active Directory
Internet Information Services
Lab 1: Activity - Fill in the Blank Exercise
This activity asks each student to fill in the missing word(s) in a number of statements involving the components covered in the chapter.
After completing this Chapter, students should be able to understand the role of the following components in a Microsoft CRM 3.0 deployment:
Microsoft CRM Server
Microsoft CRM Clients
Microsoft Exchange
Microsoft SQL Server
SQL Reporting Services
Active Directory
Internet Information Services
Chapter 2: Planning Your Microsoft CRM Installation
This chapter examines the hardware and software requirements that must be in place prior to installing Microsoft CRM 3.0, as well as appropriate licensing plans.
Lessons
Planning your Microsoft CRM Deployment
Hardware Requirements
Software Requirements
Supported Active Directory Configurations
Support SQL Server Configurations
Supported Microsoft Exchange Configurations
Microsoft CRM 3.0 Licensing Model
Staff Skills Review
Lab 1: Activity - Matching Exercise
This exercise asks each student to match the correct term with each statement involving planning issues.
After completing this Chapter, students should be able to:
Analyze network infrastructure to ensure preparedness for a Microsoft CRM installation.
Understand the hardware and software requirements for each component of the Microsoft CRM installation.
Understand the new Microsoft CRM licensing model.
Understand the various Active Directory forest configurations supported by Microsoft CRM 3.0
Understand the Microsoft Exchange and Microsoft SQL Server configurations supported by Microsoft CRM 3.0
Chapter 3: Microsoft CRM Server
This chapter begins with a discussion of the key features in Microsoft CRM 3.0 Server, and then examines the Microsoft CRM Server installation process. This includes a review of the pre-installation requirements, the installation process, the post-installation tasks, and loading sample data.
Lessons
Microsoft CRM Server Key Features
Microsoft CRM Server Pre-Installation Checklist
Microsoft CRM Server Installation
Microsoft CRM Server Post-Installation Review
Microsoft CRM 3.0 Sample Databases
Lab 1: Pre-installation Checklist
This lab asks each student to perform the tasks in the pre-installation checklist to ensure the system infrastructure is ready for the CRM Server installation
Lab 2: CRM Server Installation
This lab has each student to install Microsoft CRM Server 3.0 within a virtual PC environment. Students install the Professional Edition of CRM on a Windows Server 2003 virtual server.
Lab 3: Post-Installation Review
This lab asks each student to perform the tasks in the post-installation checklist to ensure the CRM Server installed correctly.
Lab 4: Installing Microsoft CRM 3.0 Sample Data
This lab asks each student to run the Sample Data Setup Wizard to load the Adventure Works Cycle sample database. The data loaded in this exercise is used throughout the remaining labs in this course.
After completing this Chapter, students should be able to:
Identify the key features made to Microsoft CRM Server in version 3.0
Identify each pre-installation requirement that must be completed before installing Microsoft CRM Server.
Install Microsoft CRM Server 3.0.
Identify the post installation requirements that must be performed to prepare Microsoft CRM for use.
Install, uninstall, and refresh a Microsoft CRM sample database
Chapter 4: Microsoft CRM Exchange E-mail Router
This chapter discusses the key features in the Microsoft CRM 3.0 Exchange E-mail Router functionality, the steps to follow to install the Microsoft CRM Exchange E-mail Router, and how to create Exchange queues and configure them to receive CRM email.
Lessons
Microsoft CRM Exchange E-mail Router Key Features
Microsoft CRM Exchange E-mail Router Pre-Installation Checklist
Microsoft CRM Exchange E-mail Router Installation
Microsoft CRM Exchange E-mail Router Post-Installation Review
Microsoft CRM E-mail Queues
Lab 1: Pre-installation Checklist
This lab asks each student to perform the tasks in the pre-installation checklist to ensure the system infrastructure is ready for the Microsoft CRM Exchange E-mail Router installation
Lab 2: Microsoft CRM Exchange E-mail Router Installation
This lab asks each student to install the Microsoft CRM 3.0 Exchange E-mail Router within a virtual PC environment.
Lab 3: Installing E-mail Queues
This lab asks each student to install e-mail queues that can be used by Microsoft CRM as a receiving mailbox for incoming mail.
After completing this Chapter, students should be able to:
Identify the key features of the Microsoft CRM Exchange E-mail Router in version 3.0
Identify how incoming and outgoing e-mail is processed in Microsoft CRM
Identify each pre-installation requirement that must be completed before installing Microsoft CRM Exchange E-mail Router.
Install Microsoft CRM 3.0 Exchange E-mail Router.
Determine whether the router is functioning correctly.
Create CRM e-mail queues for receiving e-mail to a group mailbox.
Chapter 5: The Microsoft CRM client for Microsoft Office Outlook
This chapter discusses the key features in the Microsoft CRM client for Microsoft Office Outlook, reviews the two types of Outlook clients that are available with 3.0, and examines the steps that should be followed to install each type of client.
Lessons
Microsoft CRM client key features
Microsoft CRM client for Microsoft Office Outlook Pre-Installation Checklist
Microsoft CRM desktop client for Microsoft Office Outlook Installation
Microsoft CRM laptop client for Microsoft Office Outlook Installation
Microsoft CRM client for Microsoft Office Outlook Post-Installation Review
Using the Microsoft CRM laptop client for Microsoft Office Outlook
Lab 1: Pre-installation Checklist
This lab asks each student to perform the tasks in the pre-installation checklist to ensure the system infrastructure is ready for the Outlook client installation.
Lab 2: Microsoft CRM 3.0 laptop client for Office Outlook Installation
This lab asks each student to create an administrative .msi image of the Microsoft CRM laptop client for Outlook setup program, publish it to all users via Group Policy Objects, and install it on a client machine in a virtual PC environment.
Lab 3: Using the Microsoft CRM 3.0 laptop client for Office Outlook
This lab asks each student to create an offline dataset, take their laptop client offline, perform offline updates, synchronize the client with the server database, and email the queue created in the prior chapter.
After completing this Chapter, students should be able to:
Identify the key features in the Microsoft CRM 3.0 client for Outlook
Identify each pre-installation requirement that must be completed before installing the Outlook clients.
Install both the desktop and laptop Outlook Clients.
Install the clients from a Windows installer package
Determine whether the desktop and laptop clients are functioning properly.
Create a custom offline dataset
Take the laptop client offline
Synchronize offline updates with the Microsoft CRM Server
Chapter 6: Configuring the Organizational Structure
This lesson examines how to set up and manage business units and sites.
Lessons
Business Units
Managing Business Units
Sites
Lab 1: Maintaining Business Units and Sites
Adding business units
Reorganizing the organizational hierarchy
Disabling a business unit
Enabling a business unit
Adding Sites
Deleting Sites
After completing this Chapter, students should be able to:
Understand how an organizational hierarchy is defined in Microsoft CRM
Create and maintain Business Units in Microsoft CRM
Create and maintain Sites in Microsoft CRM
Chapter 7: Configuring Security
This chapter examines the Microsoft CRM Security model, the components that make up the model, and how to manage them.
Lessons
Privileges
Access Levels
Roles
Creating roles in business units
Assigning roles to users
Resolution of conflicting privileges
Copying roles
Security Best Practices
Lab 1: 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 should 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 8: Configuring Users and Teams
This chapter examines user management functionality in Microsoft CRM.
Lessons
User Management Overview
User Manager Wizard
Microsoft CRM User Management
Restricted Access Mode
Team Management
Lab 1: 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
Setting/Resetting the Restricted Access Mode option
Lab 2: Managing Teams
Adding teams
Assigning users to a team
After completing this Chapter, students should be able to:
Create and maintain user accounts in Microsoft CRM
Create user accounts in Microsoft CRM using the User Manager tool
Understand the characteristics of Microsoft CRM's user management structure
Understand the role of the Restricted Access Mode option
Create and maintain teams of users in Microsoft CRM
Chapter 9: Configuring System Settings
This chapter examines the series of configuration settings that are found within the Microsoft CRM application.
Lessons
Configuring System Settings
Configuring Auto Numbering
Configuring Fiscal Year Settings
Configuring the web.config file
Lab 1: Configuring System Parameters
This lab asks each student to maintain each of the System Settings parameters.
Students also modify some of the default web.config settings to see the effects on the Microsoft CRM User Interface.
After completing this Chapter, students should be able to:
Set several system settings that control various system-wide functionalities
Understand the use of the web.config file and the system functionality which it controls
Chapter 10: Configuration Management
The chapter examines each of the administrative tasks to perform at one time or another within a Microsoft CRM implementation.
Lessons
Server Manager
Reconfigure Microsoft CRM to use a new database server
License Manager
Upgrade Trial Licenses
Add additional client access licenses
Customization Transport Manager
Export and import of an XML configuration file
Environmental Diagnostic Wizard
Lab 1: License Manager and Server Manager
Review License Summary
Reconfigure Microsoft CRM to point to a new database server
Lab 2: Customization Transport Manager
Export the XML configuration to a flat file
Import an XML flat file into Microsoft CRM and publish the configuration
Lab 2: Environmental Diagnostic Wizard
Run the Environmental Diagnostic Wizard
Save the generated report for troubleshooting purposes
After completing this Chapter, students should be able to:
Use License Manager to maintain licenses for an existing deployment
Use Server Manager to administer the Microsoft CRM server(s)
Export the XML configuration to a flat file, or import a flat file back into Microsoft CRM
Run the Environmental Diagnostic Wizard and save the generated report
Chapter 11: Redeploying Microsoft CRM 3.0
This chapter provides information about redeploying Microsoft CRM.
Lessons
Redeployment Scenarios
Software components that are captured during a redeployment
Redeployment Tool
Redeployment process
Lab 1: Redeploying Microsoft CRM
This lab asks each student to use the Redeployment Tools to redeploy their existing CRM installation into a new implementation.
After completing this Chapter, students should be able to:
Identify the planning considerations that must be reviewed prior to redeploying a CRM implementation.
Redeploy a Microsoft CRM implementation using the Redeployment Tools.
Chapter 12: Upgrading Microsoft CRM 1.2 to 3.0
This chapter provides information about upgrading a Microsoft CRM 1.2 deployment to Microsoft CRM 3.0.
Lessons
Features associated with the upgrade process
Types of customizations that are supported and not supported by the upgrade process
Software configurations that occur during an upgrade
Upgrade process
Post-upgrade tasks
After completing this Chapter, students should be able to:
Identify the planning considerations that must be reviewed prior to redeploying a CRM implementation.
Identify which customizations are supported and unsupported during the upgrade process
Upgrade a Microsoft CRM 1.2 implementation to Microsoft CRM 3.0
Chapter 13: Uninstalling and Repairing Microsoft CRM 3.0
This chapter provides information about uninstalling and repairing Microsoft CRM.
Lessons
Two types of uninstall options
Steps involved in uninstalling Microsoft CRM Server, Microsoft CRM client for Office Outlook, Microsoft CRM Exchange E-mail Router, and Microsoft SQL Server Reporting Services
Repair process for both Microsoft CRM Server and Microsoft CRM clients for Outlook
Lab 1: Uninstalling Microsoft CRM
This lab asks each student to perform a complete uninstall of the Microsoft CRM Server, Exchange E-mail Router, and SQL Server Reporting Services.
After completing this Chapter, students should be able to:
Identify the two types of uninstall options
Uninstall Microsoft CRM 3.0 Server, Microsoft CRM client for Office Outlook, Microsoft CRM Exchange E-mail Router, and Microsoft SQL Server Reporting Services
Repair Microsoft CRM Server and Microsoft CRM clients for Outlook
This is a version-specific reference outline. Confirm the current syllabus and delivery arrangements with EIEIO.