DURATION
2 days
Introduction
This two-day instructor-led course provides students with the knowledge and skills to plan, develop, and apply, and examine administrative tasks within Microsoft® CRM 3.0.
Audience
This course is intended for people who plan to install, implement, configure, or support Microsoft CRM 3.0.
The course 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 will be able to:
Configure Microsoft CRM business units, users, and teams.
Understand and manage the Microsoft CRM security model, including security roles, privileges, and access levels.
Plan Customizations for a Microsoft CRM Implementation.
Apply Form Customizations using the Microsoft CRM Customization Tools.
Plan, create, and configure Custom Entities in Microsoft CRM.
Plan, create, configure, and maintain Workflow Rules and Sales Processes.
Create and Customize Microsoft CRM Reports using SQL Server 2000 Reporting Services.
Manage the Product Catalog, and administrative functionality within the Sales module.
Understand Service Scheduling administration, including creating and defining services and resource selection rules.
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.
It is recommended, but not required, that students have completed Microsoft CRM applications training. In addition, it is recommended, but not required, that students have experience working with:
Relational Databases
Web development, JavaScript (JScript), DHTML
XML
Microsoft Certified Professional Exams
No Microsoft Certified Professional exams are associated with this course currently.
Course Materials
The student kit includes a comprehensive workbook and other necessary materials for this class. A CD with sample code used in the course is also provided in the student kit.
Chapter 1: 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 - 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 module, students will 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 2: Configuring Security
This lesson 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 - 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 module, 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 3: Configuring Users and Teams
This lesson examines user management functionality in Microsoft CRM.
Lessons
User Management Overview
User Manager Wizard
Microsoft CRM User Management
Restricted Access Mode
Team Management
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
Setting/Resetting the Restricted Access Mode option
Lab - Managing Teams
Adding teams
Assigning users to a team
After completing this module, students will 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 4: Configuring System Settings
This lesson 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 - 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 module, students will 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 5: Microsoft CRM Customization
This lesson explains concepts related to customizing Microsoft CRM and planning customizations for a CRM Implementation.
Lessons
Microsoft CRM Design Focus
Levels of Customization
Microsoft CRM Customization Architecture
Use of Supported Methods
Available Customizations
Customization Tactics
Customization Method
After completing this module, students will be able to:
Make appropriate choices about customization strategies.
Recognize which levels customizations can be made and by whom.
Understand how the Microsoft Architecture influences how and where you customize Microsoft CRM.
Recognize the importance of using supported methods of customization.
Recognize some of the ways that Microsoft CRM can be customized.
Recognize different ways that you can apply customizations.
Recognize some basic elements in an effective customization methodology.
Chapter 6: Basic Customizations
This lesson explains how to use the Microsoft CRM Customization tools to perform basic customization tasks with Microsoft CRM.
Lessons
Customization Concepts
Basic Customization Capabilities
Permissions Needed
Customization Process
Reusing Customizations
Form Customization
Customizing Attributes
Previews
View Customization
Rename a Customizable Entity
Changing System Messages
Modify the on-line help
Lab - Form Customization
Modify Tabs
Modify Sections
Modify Fields
Lab - Form Customization
Case Form Customization
Lab - Create a Custom Attribute
Adding Attributes
Modifying Attributes
Deleting Attributes
Lab - Create and Modify Views
Create a View
Configure a View
Share A View
Lab - Changing the Name of an entity
Change the entity Name
Modify entity forms and Views
Change Attribute Display names
Customize messages
Modify affected reports
Modify on-line help content
After completing this module, students will be able to:
Describe basic Microsoft CRM Customizations.
Understand the basic capabilities of the Microsoft CRM Customization tools.
Understand the security privileges necessary to perform customizations.
Apply customizations.
Re-use customizations.
Customize forms.
Create custom entity attributes.
Modify Previews.
Customize Views.
Re-name an existing entity.
Modify the on-line help.
Chapter 7: Report Customization
This lesson explains how to create and customize Microsoft CRM Reports using SQL Server 2000 Reporting Services and Microsoft Office 2003 applications.
Lessons
Reporting and CRM
Core Concepts
Transition to SQL Server 2000 Reporting Services
Reporting Services Overview
Microsoft CRM Reporting Features
Creating Excel Reports
Edit and Organize Reports
Deploying and Removing Reporting Services Reports
Control Access to Reports
Reporting Services Report Designer
Modify Existing Reporting Services Reports
Microsoft CRM Pre-Filtering
Scheduled Reports
Lab - Create Excel Reports
Export records to Excel
Upload the Report to Microsoft CRM
Lab - Create a Simple Reporting Services Report
Use the Report Wizard
After completing this module, students will be able to:
Basic understanding of SQL Reporting Services
Create a new Report
Modify Existing Reports
Organize Reports
Deploy Reports
Remove Reports
Schedule Reports
Control who can view reports
Chapter 8: Sales Administration - Product Catalog
This lesson explains how to create and customize Microsoft CRM Reports using SQL Server 2000 Reporting Services and Microsoft Office 2003 applications.
Main Topics
Automated Sales and Workflow Processes
Managing Competitors
Managing Sales Literature
Creating a Product Catalog
Lab - Manage Competitive Information
Manage competitor information
After completing this module, students will be able to:
Understand how to use sales processes and workflow rules
Add information regarding Competitors
Manage sales literature items and attach documents to records
Chapter 9: Service Scheduling - Maintaining User and Resources
This lesson discusses the scheduling administration and set up process, and administrative activities in detail since this is a key entry point in the scheduling process.
The lesson begins by selecting the working hours for your business, resources and so on, and then discusses defining the services defining rules and resources for services, and then discusses the other activities related to adding the appropriate resources to perform the service activities.
Main Topics
Understand the concepts of scheduling users and other resources in Microsoft CRM
Set up a schedule for a user, facility or equipment
Create, and Add users, facility or equipment to a resource group
View schedules for resources
Remove resources from the scheduled services
Set or edit business closures
Define rules and resources for services
Create or edit a service
Lab - User Work Schedules
Set up work schedules for resources
Lab - Create Business Closures
Add business closures
Lab - Remove a Resource from a Scheduled Service
Remove resources from the schedule
Lab - Create a Service, and Add Resources
Create a service activity and select resources to perform the service
After completing this module, students will be able to:
Set up user, facility and equipment work schedules
Create resource groups
Add users, facility, or equipment to a resource group
View schedules for resources
Remove resources from the schedule
Set business closures
This is a version-specific reference outline. Confirm the current syllabus and delivery arrangements with EIEIO.