80003A: Workflow in Microsoft Dynamics™ CRM 4.0
Length: 1 Day(s)
Language(s): English
Audience(s): Information Workers, IT Professionals
Level: 200
Technology: Microsoft Dynamics CRM 4.0
Type: Course
Delivery Method: Instructor-led (classroom)
About this Course
This one-day instructor-led course describes how to create, run, and monitor workflows to automate business processes. The course emphasizes out-of-box workflow functionality. This course covers basic concepts, creating a basic workflow, the design process, updating triggers, conditional branching advanced and multi-stage workflows, monitoring workflows and workflow security.
The course also focuses on using workflows in Microsoft Dynamics CRM 4.0 to automate the sales process, lead promotion and probable revenue. Extending and upgrading workflows and data migration and workflows are not covered in detail in this course, but are introduced to provide students with insight into potential advanced workflow topics.
Audience Profile
This course is intended for Microsoft Dynamics CRM System Administrators and Customizers, as well as business managers who want to find out how to automate business processes.
At Course Completion
After completing this course, students will be able to:
• Describe the primary benefits and scenarios for using workflow in Microsoft Dynamics CRM.
• Describe how Microsoft Dynamics CRM 4.0 workflows function.
• Design, create, and manage basic workflows.
Course Outline
Module 1: Basic Workflows
This module explains workflow concepts and how to create a basic workflow.
Lessons
• Introducing Workflows
• Workflow Types and Triggers
• Actions, Conditions, and Dynamic Values
• Three Basic Workflows
Lab : Create an On-Demand Workflow
• Create a workflow
• Add an e-mail activity
• Publish a workflow
After completing this module, students will be able to:
• Describe what a workflow is and where they appear.
• Describe the basic concepts of workflow in Microsoft Dynamics CRM.
• Describe actions and conditions.
• Describe how basic workflows are created.
Module 2: Design Process
This module presents a high-level overview of a typical design process for Microsoft Dynamics CRM workflows.
Lessons
• Design Considerations
• Business Process Analysis
Lab : Identify and Chart Actions and Conditions
• Identify Actions and Conditions
• Create a Flow Chart
After completing this module, students will be able to:
• Describe factors relevant to workflow planning and design.
• Describe how business process analysis relates to workflow design.
Module 3: Advanced Workflows
This module explains how to create more advanced workflows, which can address the specific needs of businesses.
Lessons
• Update and Delete Triggers
• Conditional Branching
• An Advanced Workflow
Lab : Create an Audit Trail
• Create a Workflow
• Add a Condition
• Create an Audit Trail with Dynamic Values
After completing this module, students will be able to:
• Examine how update and delete triggers are used.
• Use conditional branching to specify multiple paths in a workflow.
• Create a workflow that uses advanced workflow features.
Module 4: Multi-Stage Workflows
This module describes how to create multi-stage workflows. The concepts of stages and child workflows are introduced. In addition, the business benefits of staged and child workflows and how to plan them are presented.
Lessons
• Stages
• A Set of Sales Process Workflows
• Testing the Sales Process Workflows
Lab : Case Escalation
• Create a Child Workflow
• Create the Parent Workflow
• Create Stages
• Add Steps
After completing this module, students will be able to:
• Describe and use stages.
• Create multi-stage and child workflows for a sales process.
• Describe considerations for testing a workflow.
Module 5: Managing Workflows
This module describes how to manage workflows.
Lessons
• Monitoring Workflows
• Importing and Exporting Workflows
• Workflow Security
• Data Migration and Workflows
Lab : Export and Import a Workflow
• Export a Workflow
• Delete the Workflow
• Import the Workflow
After completing this module, students will be able to:
• Describe how to monitor workflows.
• Describe how to import and export workflows.
• Describe how security settings affect workflows.
• Consider the effects of data migration on workflows.
Module 6: Additional Topics
This module describes additional scenarios for using workflows in Microsoft Dynamics CRM. It also provides information for developers who are interested in writing custom code to extend Microsoft Dynamics CRM to meet specific business needs.
Lessons
• More Scenarios
• Workflows and the Sales Pipeline Report
• Extending Workflows
After completing this module, students will be able to:
• Examine more ideas for using workflows.
• Describe how the Sales Pipeline report relates to workflows.
• Consider information about using custom assemblies to extend workflow functionality.
Prerequisites:
Before attending this course, students must have:
• Experience using Microsoft Dynamics CRM 3.0 or 4.0.
In addition, it is recommended, but not required, that students have completed:
• Course 8913, Applications in Microsoft Dynamics CRM 4.0.
80002A: Administration in Microsoft Dynamics™ CRM 4.0
Length: 2 Day(s)
Published: August 20, 2008 (in development)
Language(s): English
Audience(s): IT Professionals
Level: 200
Technology: Microsoft Dynamics CRM 4.0
Type: Course
Delivery Method: Instructor-led (classroom)
About this Course
This two-day course, Administration in Microsoft Dynamics CRM 4.0, provides students with the necessary techniques to plan, develop, apply, and examine administrative tasks within Microsoft Dynamics CRM 4.0.
Audience Profile
This course is intended for people who plan to install, implement, configure, or support Microsoft Dynamics CRM 4.0.
The course is intended for administrators, implementers, developers, and consultants who need to understand the technical aspects and administrative functionality of Microsoft Dynamics CRM. The course is not intended for non-technical staff.
At Course Completion
After completing this course, students will be able to:
• Configure the organizational structure in Microsoft Dynamics CRM
• Configure security, users and teams, and organizational settings
• Manage change
• Configure reporting options
• Optimize performance
• Use Advanced Find
Course Outline:
Course OutlineModule 1: Configuring the Organizational Structure
This module examines how to set up and manage business units.
Lessons
• Business Units
• Managing Business Units
Lab : Maintaining Business Units
• Create new business units
• Change a parent business unit
• Disable a business unit
The goals for completing this module are for students to:
• Define an organizational hierarchy in Microsoft Dynamics CRM.
• Create and maintain business units in Microsoft Dynamics CRM.
Module 2: Configuring Security
This module examines the Microsoft Dynamics 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 effects of various privileges and access levels
The goals for completing this module are for students to:
• Explain the basic concepts of security privileges and access levels.
• Use security roles in Microsoft Dynamics CRM.
• Copy and create new roles and assign users to existing roles.
Module 3: Configuring Users and Teams
This module examines user management functionality in Microsoft Dynamics CRM.
Lessons
• User management overview
• Microsoft Dynamics CRM User Management
• User Manager Wizard
• Team Management
Lab : Managing User Accounts
• Create single user accounts
• Create multiple user accounts with the Add Users Wizard
• Assign a user manager
• Disable a user account
Lab : Managing Teams
• Add teams
• Assign users to a team
• Share a record with a team
The goals for completing this module are for students to:
• Create and maintain user accounts in Microsoft Dynamics CRM.
• Create user accounts in Microsoft Dynamics CRM with the Add User Wizard.
• Identify the characteristics of the Microsoft Dynamics CRM user management structure.
• Explain the role of the Access Mode options.
• Create and maintain teams of users in Microsoft Dynamics CRM.
Module 4: Configuring System Settings
This module examines the series of configuration settings that are found within the Microsoft Dynamics CRM application.
Lessons
• Configure System Settings
• Configure Multi-Currency Exchange Rates
• Install Multilingual User Interface (MUI) Language Packs
• Enable and use duplicate detection
• Create data maps
Lab : Configuring Currency Exchange Rates
• Import transaction currency exchange rates
• Manually update exchange rates
• Create transactions to verify that the correct currency is selected
Lab : Create Duplicate Detection Rules
• Create duplicate detection rule
• Publish and verify the rule
Lab : Create a Data Map
• Create a data map
• Import Contact data
• Verify data import
The goals for completing this module are for students to:
• Set several system settings that control various system-wide functionalities.
• Identify Multi-Currency and Multilingual User Interface functionality.
• Use duplicate detection and data maps.
Module 5: Change Management
This module examines best practices related to planning, executing, and testing changes in an implementation of Microsoft Dynamics CRM.
Lessons
• Change Management Principles
• Planning Changes
• Executing Changes
• Testing Changes
The goals for completing this module are for students to:
• Identify the basic concepts of change management.
• Explain planning considerations for changes in Microsoft Dynamics CRM.
• Review best practices for executing and testing changes made in an implementation of Microsoft Dynamics CRM.
Module 6: Report Customizations
This module examines options available for reporting in Microsoft Dynamics CRM and basic report customization capabilities.
Lessons
• Reporting and Microsoft Dynamics CRM
• Reporting Features
• Creating Basic Reports
• Display and categorization options
• Controlling access to reports
Lab : Create Excel Reports
• Export data to Microsoft Office Excel
• Upload a report into Microsoft Dynamics CRM
Lab : Use the Report Wizard
• Create an Accounts report
• Add a report to the Sales Reports category
• Make a report viewable to the organization
The goals for completing this module are for students to:
• Explain the features and options for reporting in Microsoft Dynamics CRM.
• Create basic reports.
• Configure display and categorization options.
• Control access to reports.
Module 7: Performance and Maintenance
This module examines basic system performance and maintenance items related to improving the speed and user experience of Microsoft Dynamics CRM.
Lessons
• Hardware Requirements
• Outlook Client Performance
• Report Performance
• System Performance Optimization
• E-mail Router Optimization
• Database Performance
• Best Practices
The goals for completing this module are for students to:
• Identify hardware requirements for Microsoft Dynamics CRM.
• Optimize the performance of Microsoft Dynamics CRM, Microsoft Dynamics CRM for Microsoft Office Outlook, reports, the Exchange E-mail Router, and the Microsoft Dynamics CRM databases.
Module 8: Advanced Find
This module examines the query capability of Microsoft Dynamics CRM Advanced Find functionality.
Lessons
• Scenarios
• Personal Views and Exports
• Best Practices
The goals for completing this module are for students to:
• Identify the different search options available in Microsoft Dynamics CRM.
• Work with Advanced Find queries.
• Save and export query results.
Prerequisite:
Before attending this course, students must have a working knowledge of Windows Server 2000, 2003, or Windows XP, Microsoft Exchange 2000 or 2003, Microsoft SQL Server 2000, Microsoft Office Outlook, Active Directory, and Internet Information Services.
It is recommended, but not required, that students have completed Microsoft Dynamics CRM application training. In addition, it is recommended, but not required, that students have experience working with relational databases.
8969: Extending Microsoft Dynamics CRM 4.0
8969A_Syllabus.pdf">Download pdf here
Course #: 8969
Number of Days: 3
Format: Instructor-Led
Certification Exams:
This course helps you prepare for the following Microsoft Certified Professional exams:
• Microsoft Dynamics CRM 4.0 Extending
Certification Track:
• Microsoft Dynamics – Development
Prerequisites
Before attending this course, students must have:
• Completed Course 8912A Customization and Configuration in Microsoft Dynamics CRM, or have equivalent knowledge of the customization capabilities of Microsoft Dynamics CRM.
• At least three months experience creating .NET applications using Microsoft Visual Studio.
• A good understanding of Web development technologies including programming with DHTML.
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.
The following software is provided in the student kit:
• Student CD contains Visual Studio projects used in the course.
Course Outline
Module 1: Extensibility Overview
This module provides an overview for the course. It introduces the features available to extend Microsoft Dynamics CRM.
Lessons
• Microsoft Dynamics CRM Design Focus
• Extensibility Features
• Required Skills
• Resources
After completing this module, students will be able to:
• Understand how Microsoft Dynamic CRM is designed to be extended.
• Recognize the main extensibility features.
• Recognize the skills they will need to use the extensibility features.
• Recognize resources that will help them learn more.
Module 2: Microsoft Dynamics CRM Architecture
This module describes the Microsoft Dynamics CRM architecture as it applies to practical decisions when planning extensions to Microsoft Dynamics CRM. A strong understanding of the Microsoft Dynamic CRM architecture provides insight that can be used when developing extensions.
Lessons
• Extensibility Points
• Microsoft Office Outlook Clients
• Layers
• Application Layer
• Platform Layer
• Database Layer
Demonstration: Using the Metadata Browser
• Open the Metadata Browser.
• Import the Opportunity Details Custom Entity.
• Note how Opportunity Details is related to Opportunities.
After completing this module, students will be able to:
• Recognize where the available extension features exist within Microsoft Dynamics CRM.
• Understand how the Microsoft Dynamics CRM Clients for Microsoft Office Outlook interact with Microsoft Dynamics CRM.
• Understand the basic components of Microsoft Dynamics CRM and the functions they perform.
• Understand how Microsoft Dynamics CRM enforces security.
• Understand how Microsoft Dynamics CRM applies business logic.
• Understand how Microsoft Dynamics CRM uses meta-data.
• Understand how Microsoft Dynamics CRM exposes Web Service APIs.
• Understand the functions of the Microsoft Dynamics CRM Platform.
• Understand how Microsoft Dynamics CRM interacts with the SQL Server data store.
Module 3: Common Platform Operations
This module explains how to include the Microsoft Dynamics CRM Web Service APIs into development projects and how to use common methods available for all Microsoft Dynamics CRM entities. This module also explains how data types are implemented in Microsoft Dynamics CRM as well as helper code that developers can use to manage Microsoft Dynamics CRM data types. Finally, the process of handling SOAP exceptions from the Microsoft Dynamics CRM Web Services is described.
Lessons
• CrmDiscoveryService
• CrmService
• crmAuthentication Token
• Entity Information
• Microsoft Dynamics CRM Data Types
• Using Type Helpers
• Using the Create Method
• Using the Retrieve Method
• Using the Update Method
• Using the Delete Method
• Using the RetrieveMultiple Method
• Handling SOAP Exceptions
Lab 3.1: Importing Leads
• Create a .NET console application that uses the Create Method to import Leads from a .csv file.
Lab 3.2: Contact Management Application
• Create a .NET Web application that allows users to view, update and delete Microsoft Dynamics CRM contact records.
After completing this module, students will be able to:
• Use the common CrmService methods for all Microsoft entities.
• Use Microsoft Dynamics CRM data types and use the type helper provided in the Microsoft Dynamic CRM SDK.
• Handle SOAP Exceptions generated by the CrmService.
Module 4: Advanced Platform Operations
This module explains how to query data and perform actions on the Microsoft Dynamic CRM platform using the Execute Method with the appropriate Request and Response classes. It also describes the use of Filtered Views, the DynamicEntity class and methods to work with the Microsoft Dynamic CRM Metadata.
Lessons
• Querying Data
• QueryExpression
• QueryByAttribute
• Saving Queries
• Filtered Views
• Execute Method
• Requests and Responses
• Dynamic Entities
• Using the Metadata Web Service
• Caching Metadata
Lab 4.1: Using Query Expressions
• Create a .NET console application to query the Microsoft Dynamics CRM platform using QueryExpression.
Lab 4.2: Using Filtered Views
• Create a .NET console application to query the Microsoft Dynamics CRM platform using Filtered Views.
Lab 4.3: Using Request and Response
• Create a .NET console application that uses the Execute Method to reassign accounts evenly amongst users.
After completing this module, students will be able to:
• Query Microsoft Dynamics CRM using QueryExpression, QueryByAttribute and Filtered Views.
• Use the CrmService.Execute method.
• Use DynamicEntity.
• Access, use and cache Metadata.
Module 5: Custom Workflow Activities
This module explains how to create and set up Custom Workflow Activities.
Lessons
• Configuring Custom Workflow Activities
• Workflow Architecture
• Setting Up Custom Workflow Activity Assemblies
• Creating Custom Workflow Activities
• Debugging Custom Workflow Activities
Demonstration: Configuring a Custom Workflow Activity
• Create a simple workflow rule that uses a Custom Workflow Activity.
Lab 5.1: Creating a Custom Workflow Activity
• Create a simple Custom Workflow Activity and register it using the Plug-in Registration Tool so that the activity can be used in a workflow rule.
After completing this module, students will be able to:
• Write Custom Workflow Activities.
• Create Workflow rules that use Custom Workflow Activities.
• Use the Plug-in Registration Tool.
• Understand Workflow Architecture.
Module 6: Plug-ins
This module explains how to extend the functionality of Microsoft Dynamics CRM events by writing custom plug-ins.
Lessons
• Plug-in Model
• Plug-ins Overview
• Event Framework
• Developing Plug-ins
• Impersonation in Plug-ins
• Dynamics Entities and Plug-ins
• Deploying Plug-ins
• Debugging Plug-ins
Lab 6.1: Creating a Plug-in
• Create a pre-event plug-in and use the Plug-in Registration tool to register it against the event.
After completing this module, students will be able to:
• Decide when to use Plug-ins.
• Review the Event Framework.
• Develop, de-bug and deploy Plug-ins.
• Use Dynamic Entities within Plug-ins.
Module 7: Application Event Programming
This module explains how to write client-side code for Microsoft Dynamics CRM Form and field events. It includes the available form and field events, how to work with form and field values, debugging client-side code and several techniques to improve productivity and solve business problems.
Lessons
• Form and Field Events
• Overview of Form and Field Events
• Accessing Microsoft Dynamics CRM Data Fields
• Setting Event Dependencies
• Using Best Practices in Writing Client-side code
• Debugging Client-side code
• Using DHTML
• Developing Code with External Files
• Requesting External Data
• Accessing Microsoft Dynamics CRM Web Services
Lab 7.1: Creating Heirarchical Picklists
• Implement a hierarchical picklist on the phone call entity.
• Values in the Call Description picklist will be dependent on the option chosen for the Call Type picklist.
Lab 7.2: Using XML Request
• Use the onChange Event of the postal code field to auto-populate the state and city codes based on the value of the postal code.
• Pass the postal code to a Web page using a query string.
• Return the XML to update the state and city fields.
• Use error handling code.
After completing this module, students should be able to:
• Use Form and Field events.
• Reference Microsoft Dynamics CRM form values.
• Write and debug client-side code in Microsoft Dynamics CRM.
• Request External Data from form and field events.
Module 8: Application Integration
This module explains how to add custom buttons, menus, and navigation items in Microsoft Dynamics CRM to integrate other applications. It also explains how to create applications that have the same appearance and behaviors as Microsoft Dynamics CRM. Finally, it describes how IFrames and URL addressable forms are used to integrate Microsoft Dynamics CRM with other Web applications.
Lessons
• Overview – Customizing the User Interface
• Customizing SiteMap
• Using ISV.Config
• Customizations and the Outlook Client
• Using IFrames in Entity Forms
• Using the Microsoft Dynamics CRM Design Guide
• URL Addressable Forms
• IFrames Considerations
• Retrieving Data using Parameters
• Dynamic IFrame
• URL Addressable Forms and Views
Demonstration: Add External Site to Microsoft Dynamics CRM
• Display the Metadata Browser in a custom area on the Navigation Bar in Microsoft Dynamics CRM.
Lab 8.1: Creating Menus and Buttons
• Add a custom button on the Contact form.
• The custom button will open a Web site used to set user’s passwords.
Lab 8.2: Creating a Task with Default Data
• Add a button on the Case form.
• Use this button to open a new Task form with a specific set of default data.
• Retrieve some of the data from the Case.
After completing this module, students will be able to:
• Add custom buttons, menus, and navigation items to the Microsoft Dynamics CRM user interface.
• Use IFrames to integrate other applications into Microsoft Dynamics CRM.
• Perform actions on selected records in a Microsoft Dynamics CRM view.
• Set default data in form fields.
• Create applications with the same appearance and behaviors as Microsoft Dynamics CRM.
Module 9: Building ASP .NET Extensions
This module explains how to configure and deploy custom ASP .Net pages which are deployed on the same Web site as Microsoft Dynamics CRM.
Lessons
• Web.config settings within Microsoft Dynamics CRM
• Authentication within Custom ASP .Net applications
• Deploying Custom ASP .Net Applications
Lab 9.1: Creating and Deploying an ASP .NET Application
• Build and Deploy a Custom ASP .Net application within the Microsoft Dynamics CRM Web site.
After completing this module, students will be able to:
• Build and Deploy ASP .Net Applications on the Microsoft Dynamics CRM Web site.
• Modify the web.config file.
• Understand the authentication and impersonation mechanism within the application.
8913: Microsoft Dynamics CRM 4.0 Applications
Course #: 8913
Number of Days: 3
Format: Instructor-Led
Certification Exams: None
Certification Track: None
This course syllabus should be used to determine whether the course is appropriate for the students, based on their current skills and technical training needs.
Course content, prices, and availability are subject to change without notice.
For a referral to a Microsoft Certified Partner of Learning Solutions in your area, see the Microsoft Training and Certification Web site at http://www.microsoft.com/traincert.
Call your local Microsoft CPLS for more information and to register for classes.
Course Syllabus
Microsoft Dynamics CRM 4.0 Applications
This three-day course explores the Microsoft®Dynamics CRM application from a user’s perspective. Application functionality covered in the course includes:
• Sales Management
• Marketing Automation
• Service Management
• Service Scheduling
Elements of this syllabus are subject to change.
This three-day instructor-led course provides students with the knowledge and skills to improve their business processes by using the key features of sales management, marketing automation, service management, and service scheduling.
Audience
This course is intended for individuals or anyone that plans to implement, use, maintain, or support Microsoft CRM in their organization. The class is targeted toward service schedulers, administrators, office managers, CEO’s, and consultants who want to understand the technical aspects of Microsoft CRM and gain foundational knowledge of the application functionality.
At Course Completion
After completing this course, students will be able to:
• Microsoft CRM User Interface and application terminology
• Basic and advanced navigation and record maintenance
• Microsoft CRM Client for Outlook functionality and synchronization
• Planning and budgeting tasks related to marketing campaigns
• Create and manage customer lists
• Create marketing campaigns
• Manage campaigns and track campaign responses
• Account, Contact, and Activity record management
• Service Scheduling functionality. This includes Scheduling Services, Scheduling, Administration, and Defining Services.
• Microsoft CRM Advanced Find functionality to evaluate customer data
• Service functionality. This includes Contract, Case, Knowledge Base, and Queue management
• Account, Contact, Lead, Opportunity and Activity record management
• Sales functionality, including Lead, Opportunity, Quote, Order, Invoice, and Product Catalog management
Prerequisites
Before attending this course, students must have:
• General knowledge of MicrosoftWindows
• An understanding of Customer Relationship Management solution processes and practices
Student Materials
The student kit includes a comprehensive workbook and other necessary materials for this class.
Module 1: Introduction to Microsoft Dynamics CRM
This module explains how the overall value to an organization of creating and implementing a CRM strategy. It explains how Microsoft Dynamics CRM supports a successful CRM strategy through a set of modules organized by functional area: sales, marketing, and service.
Lessons
• Gaining a competitive advantage through CRM.
• Understanding customer relationships in Microsoft Dynamics CRM.
• Managing processes with Microsoft Dynamics CRM.
After completing this module, students will be able to:
• Understand the benefits of using Microsoft Dynamics CRM to support a CRM strategy
• Identify the functionality and purpose of the Microsoft Dynamics CRM sales module
• Identify the foundation of customer relationships in Microsoft Dynamics CRM
• Understand how Microsoft Dynamics CRM balances the needs of usability and reporting to benefit both management and staff
Module 2: Understanding Microsoft Dynamics CRM Software
This module explains how Microsoft Dynamics CRM is installed and used in your environment. It covers the different types of server and client installations, introduces the user interface describes how to access help and how to personalize the user interface.
Lessons
• Understanding the Microsoft Dynamics CRM Server and Client Options.
• Accessing Microsoft Dynamics CRM.
• Understanding the Microsoft Dynamics CRM User Interface.
• Getting Help.
• Personalizing the CRM Experience.
After completing this module, students will be able to:
• Identify the different types of server options and end-user clients available for deploying and accessing Microsoft Dynamics CRM.
• Access Microsoft Dynamics CRM.
• Become familiar with the user interface.
• Recognize how to access Help.
• Identify how to personalize Microsoft Dynamics CRM to meet your specific interface needs.
Module 3: Using Microsoft Dynamics CRM in a Global Market
This module explains how Microsoft Dynamics CRM works in a global environment, including languages, currencies, and adjusting the interface to different languages and regions.
Lessons
• Understanding Multi-Language Support in Microsoft Dynamics CRM
• Understand Multi-Currency Support in Microsoft Dynamics CRM
• Setting Personal Options.
After completing this module, students will be able to:
• Understand how Microsoft Dynamics CRM supports companies that operate in global environments with multi-language support.
• Use Microsoft Dynamics CRM features to support multiple currencies.
• Personalize user environments to match the user’s preferred language, currency and date format.
Module 4: The Customer Centered View
This module explains about the variety of tools to track, manage, execute, and report
on customer interactions.
Lessons
• View the customer through Microsoft Dynamics CRM.
• Microsoft Dynamics CRM in your organization.
• Implementing processes to support Microsoft Dynamics CRM.
• Understanding customer records.
• Relationships between customer records.
• Understanding record ownership and assignment.
• Using Activities to track customer interactions.
• Using workflows.
• Finding and maintaining your data.
• Using duplicate detection.
• Understanding the subject tree.
Lab 4.1: Creating Account and Contact Records
• Create new accounts, new contacts, and contacts associated with existing accounts.
Lab 4.2:Accounts and Contacts
• Set up a complex organization model.
After completing this module, students will be able to:
• Understand how Microsoft Dynamics CRM provides a customer-centered view of an organization’s activities.
• Identify your organization’s goals and expectations for deploying Microsoft Dynamics CRM.
• Support a successful deployment by defining your organization’s processes.
• Understand Microsoft Dynamics CRM core concepts, including customer records.
• Identify the types of relationships that can be established between different kinds of records.
• Understand record ownership concepts, including assigning and sharing records.
• Create activities to track customer interactions.
• Use workflows to carry out routine tasks and enforce sales processes.
• Identify the tools you can use to search for records quickly.
• Use Duplicate Detection to ensure data integrity.
• Create a subject tree to help organize your data effectively.
Module 5: Using Microsoft Dynamics CRM for Outlook
This module explains the unique benefits of Microsoft Dynamics CRM for Outlook and explains how you can use Microsoft Dynamics CRM for Outlook to manage e-mail, appointments and tasks and contacts. Then, this module covers how to create personalized communications using Mail Merge. Finally, a lesson explains the differences between Microsoft Dynamics CRM for Outlook with off-line functionality verses on-line functionality and how records between Outlook and Microsoft Dynamics CRM are synchronized.
Lessons
• Understanding Microsoft Dynamics CRM for Outlook.
• Understanding integration between Microsoft Dynamics CRM and Outlook.
• Understanding records in Microsoft Dynamics CRM for Outlook.
• E-mail management in Microsoft Dynamics CRM for Outlook.
• Creating mail merge documents.
• Understanding differences between Outlook clients.
• Synchronizing Microsoft Dynamics CRM data.
Lab 5.1: Creating an Opportunity and an Appointment from an inbound email.
• In this lab, you will use the information provided in an inbound e-mail and Set Regarding to create an opportunity and then create an appointment with that opportunity.
Lab 5.2: Synchronization in the Microsoft Dynamics CRM Client for Outlook.
• Perform offline and online synchronization.
After completing this module, students will be able to:
• Understand the benefits of Microsoft Dynamics CRM for MicrosoftOffice Outlook. .
• Understand how records are handled between Microsoft Dynamics CRM for Outlook and Microsoft Dynamics CRM.
• Understand how records are handled between Microsoft Dynamics CRM for Outlook and Microsoft Dynamics CRM.
• Create and manage Microsoft Dynamics CRM records and activities in Outlook.
• Understand how to use Mail Merge to create personalized form documents.
• Understand the functionality available when working Offline and Online.
• Understand how contacts, e-mail, appointments and tasks synchronize between Outlook and Microsoft Dynamics CRM.
Module 6: Introduction to Sales
This module explains the basic sales process and how sales processes may vary
between organizations. It describes and provides guidance for making decisions about
which areas of Sales to use and how to use them.
Lessons
• Introducing Sales Management.
• Managing Leads.
• Managing Opportunities.
• Processing Sales Orders.
• Managing Products and Pricing.
• Keeping Track of Competitors.
• Managing Sales Literature.
Lab 6.1: Create Competitor List
• Using the competitor form.
After completing this module, students will be able to:
• Know the fundamental elements of the sales process.
• Know when to use leads to qualify or disqualify opportunities.
• Know when to use opportunities.
• Understand sales order processing and know when to use quotes, orders, and invoices.
• Know when to use the Product Catalog.
• Know when and how to use the Competitors area.
• Know when and how to use the Sales Literature area.
Module 7: Opportunity Management
This module explains how to use Microsoft Dynamics CRM to work with qualified
customers in order to make a sale.
Lessons
• Understanding Opportunities.
• Sales processes and sales pipeline report.
• Creating opportunities.
• Working with opportunities.
• Closing opportunities.
Lab 7.1: Creating a Sales Process
• Create a staged Sales Process workflow for opportunities
Lab 7.2: Managing Your Pipeline
• Work with the activities of an opportunity in the Proposal sales stage to move the opportunity forward to the Closing stage.
After completing this module, students will be able to:
• Understand the role of opportunities in Microsoft Dynamics CRM
• Use sales process workflows for pipeline reporting Outline Microsoft Dynamics CRM 4.0
• Create opportunities.
• Work with opportunities, by applying such things as sales processes, adding Activities, viewing sales literature, adding products and competitors
• Close opportunities.
Module 8: Managing Leads
This module explains how to takes a look at a more complex sale process and discusses leads in detail, as they can be a key entry point in the sales process. The discussion begins with entering and importing leads, and then walks through the process of converting a lead to an opportunity, account and contact. It also covers converting an activity to a lead and ways to disqualify and reactivate leads. Finally, the lesson highlights ways to use lead reports.
Lessons
• Using Leads in Microsoft Dynamics CRM.
• Creating and Importing Leads.
• Tracking and Converting Leads.
• Disqualifying and Reactivating Leads.
• Reporting on Leads.
Lab 8.1: Managing and Creating Leads
• Managing and Creating Leads
Lab 8.2: Create Leads
• Create a Lead
Lab 8.3 Qualify and Convert Leads
• Convert a lead to an Opportunity, account and contact.
After completing this module, students will be able to:
• Understand the process for using leads in Microsoft Dynamics CRM.
• Create and import leads into Microsoft Dynamics CRM from a file.
• The goal of this demonstration is to convert an e-mail activity to a lead.
• Qualify leads and track and convert then.
• Convert a lead to an opportunity.
• Review the new contact and account.
• Disqualify leads that will not result in sales and reactivate leads that have been disqualified.
• View reports about leads.
Module 9: Using the Product Catalog
This module explains how to the role of the product catalog in Microsoft Dynamics CRM and the tasks required to set up a product catalog. These tasks include setting up and maintaining unit groups, products, and price lists.
Lessons
• Understanding the Product Catalog.
• Creating Price Lists.
• Creating and Editing Discount Lists.
Lab 9.1: Create a Unit Group and Price List
• Create a unit group
• Create a price list
After completing this module, students will be able to
• Identify the role and functions of the product catalog.
• Define unit groups to reflect packaging.
• Add products, create kits of products, and specify substitute products.
• Create price lists and set up different prices lists for different types of customers.
• Create and maintain discount lists to use as customer incentives.
Module 10: Sales Order Processing
This module explains how to process a sales order in Microsoft Dynamics CRM 4.0. This module covers quotes, orders, and invoices.
Lessons
• Understanding sales order processing.
• Creating and revising quotes.
• Creating and tracking orders.
• Creating and closing invoices.
Lab 10.1: Convert a Quote to an Order
• Create an order from a quote.
After completing this module, students will be able to:
• Understand what constitutes a complete sales transaction.
• Understand the two states of quotes, how to use quotes and how to create and edit quotes.
• Create a new order, create an order from a quote, and track order fulfillment.
• Create an invoice from an order and close or cancel an invoice.
Module 11: Sales Reporting
This module explains the additional features in Microsoft Dynamics CRM that are used to analyze the data captured in the system. A number of sales productivity reports provide insight into sales performance and allow for sales forecasting.The Export to Excel feature enables both static copies and dynamic queries of data to be viewed and
evaluated in Microsoft Excel.
Lessons
• Evaluating Sales Data.
• Measuring performance with sales productivity reports.
• Using export to Excel.
• Using the Report Wizard.
Lab 11.1: Sales Productivity
• Using Advanced Find to locate and view information for a report.
Lab 11.2: Sales Productivity Reports
• Using the Lead Source Effectiveness Report.
After completing this module, students will be able to:
• Understand the tools you use to evaluate sales data.
• Use default sales productivity reports to review potential opportunities, forecast revenue and analyze sales productivity.
• Export the results of an Advanced Find or view an Excel spreadsheet using the Export to Microsoft Excel feature.
Module 12: Understanding Marketing Campaigns
This module explains the marketing functionality and key features you can use to increase marketing effectiveness. It explains the core concepts of marketing campaigns in Microsoft Dynamics CRM. This lesson will give you an understanding of closed loop marketing, quick campaigns, marketing campaigns, the parts of a marketing campaign, and campaign responses and reporting.
Lessons
• Benefits of Closed Loop Marketing.
• Marketing campaigns versus quick campaigns.
• Using quick campaigns.
• Understanding marketing campaigns.
• Managing campaign responses.
• Analyzing campaigns
After completing this module, students will be able to:
• Understand the benefits of closed loop marketing.
• Identify when to use a quick campaign and when to use a marketing campaign.
• Know the purpose of quick campaigns and the key steps to create one.
• Know the purpose and elements of marketing campaigns.
• Identify the way campaign results can be captured.
• Understand the analysis and reporting available for campaigns.
• Course Outline Microsoft Dynamics CRM 4.0 Applications
Module 13: Planning and Creating Marketing Campaigns
This module explains the process for creating quick campaigns, marketing campaigns, marketing lists, and campaign templates in Microsoft Dynamics CRM.
Lessons
• Creating quick campaigns.
• Creating a marketing campaign.
• Creating and using marketing lists.
• Creating and using campaign templates.
Lab 13.1: Quick Campaigns
• Create a quick campaign.
Lab 13.2: Create a Marketing Campaign
• Create a marketing campaign.
Lab 13.3: Campaign Tasks and Activities
• Campaign tasks and activities.
After completing this module, students will be able to:
• Create a new quick campaign.
• Create a marketing campaign.
• Create and use marketing lists.
• Create and use campaign templates.
Module 14: Managing Marketing Campaigns
This module explains the process for distributing campaign activities to launch your campaign. Discussed is managing a campaign that is underway and tracking campaign responses.
Lessons
• Distributing campaign activities.
• Monitoring marketing campaigns.
• Capturing and viewing campaign responses.
• Working with campaign responses.
• Analyzing marketing information.
Lab 14.1 Create a Campaign Response
• Locate information regarding a campaign that is specific to a customer.
After completing this module, students will be able to:
• Distributing Campaign Activities. Manage campaign responses.
• Analyze the results of a marketing campaign using reports
• Analyze the results of a marketing campaign using reports
Module 15: Understanding Service Management
This module introduces Microsoft Dynamics CRM service management functionality and explains how it helps organizations track information about cases, customer complaints or requests, and small projects. It covers the core components of service management and explains how the subject tree provides a structured approach for
grouping and managing information.
Lessons
• Getting Started with Service Management.
• Understanding Subject Trees.
• Understanding the Service Management Process Flow
After completing this module, students will be able to:
• Understand the service management tools available in Microsoft Dynamics CRM.
• Understand how a subject tree works and how it relates to service management cases.
• Understand the service management process flow.
• Gain an understanding of how the service management process flow helps organizations manage and resolve cases by viewing a demonstration.
Module 16: Managing Contracts
This module explains the lifecycle and key concepts of contracts in Microsoft Dynamics CRM. It explains how to create contract templates that contracts are based on. This module also explains how to modify contracts and how to delete, cancel, renew, or put a contract on hold.
Lessons
• Understanding Contracts.
• Creating and managing contract templates.
• Creating a contract and contract lines.
• Modifying contracts and contract lines.
• Renewing contracts.
• Working with contracts.
Lab 16.1: Creating Contracts and Contract Lines
• Create a contract, add contract lines, and invoice the contract.
Lab 16.2: Using Hold, Release Hold, and Renew Contract
• Put a contract on hold, reinstate it, and then renew it.
After completing this module, students will be able to:
• Learn the key concepts and lifecycle of contract management in Microsoft Dynamics CRM.
• Work with contract templates.
• Create contracts and contract line items.
• Modify contracts and contract lines.
• Renew contracts.
• Understand contract ownership and identify how cases work with contracts.
Module 17: Managing Cases
This module explains concepts of case management, the steps in the case resolution process, and the ways you can view and manage cases in Microsoft Dynamics CRM. The module covers creating, deleting, and editing cases, and then discusses other activities related to case management, such as assigning and sharing cases and using the knowledge base to research issues and resolve cases.
Lessons
• Understanding case management.
• Viewing Cases.
• Creating Cases.
• Assigning and reassigning cases.
• Editing cases.
• Resolving cases.
• Sharing cases.
• Reactivating cases.
• Canceling and deleting cases.
• Case management reports.
Lab 17.1: Managing Cases
• Manage cases
Lab 17.2: Case Creation and Resolution
• Create a case and then resolve it.
After completing this module, students will be able to:
• Understand the concepts governing cases and the resolution process for a case.
• Become familiar with where to access and view cases in Microsoft Dynamics CRM.
• Learn how to create a new cases or convert an activity to a case.
• Understand how to assign and reassign cases to customer service representatives.
• Understand how to accept cases from a Queue
• Understand how to view, edit and work on cases.
• Learn when and how to resolve cases and how to resolve cases using the knowledge base.
• Learn why and how to share cases with others.
• Know how to reactivate cases that have been resolved.
• Understand when and how to cancel and delete cases.
• Know the types of reports related to case managements.
Module 18: Creating A Knowledge Base
This module explains how to the Microsoft Dynamics CRM Knowledge Base, and discusses how organizations can browse, locate and share information using this repository.
Lessons
• What is the Microsoft Dynamics CRM Knowledge Base?
• Working with article templates.
• Creating and submitting articles.
• Approving, publishing, and rejecting an article.
• Finding information in the knowledge base.
Lab 18.1:Creating, Submitting, and Publishing Knowledge Base Articles.
• Create, submit and publish a Knowledge Base article
Lab 18.2: Reviewing, Approving, and Rejecting Knowledge Base Articles
• Review, approve, and Reject Knowledge Base article.
After completing this module, students will be able to:
• Understand the purpose of the Microsoft Dynamics CRM Knowledge Base, Knowledge Base concepts, and the life cycle of Knowledge Base articles.
• Create Knowledge Base article templates.
• Create and submit Knowledge Base articles.
• Approve, reject, and publish Knowledge Base articles.
• Find information in the Knowledge Base.
Module 19: Managing Service Queues
This module explains how Microsoft Dynamics CRM service queues work, including how to create public queues and routing rules for queues. It discusses the process of deleting queues and explains how to view the list of cases and activities in queues and how to accept and assign items from queues.
Lessons
• Overview of Queues.
• Setting up public queues.
• Deleting queues.
• Working with queues.
Lab 19.1: Creating and Assigning Queues
• Create a queue and assign some cases to it.
After completing this module, students will be able to:
• Understand the basics of queues and the flow of cases and activities through queues.
• Create public queues and routing rules for them.
• Know how to delete queues.
• Work with queues, including assigning items and accepting them.
Module 20: Service Scheduling
This module explains the basic service scheduling process.
Lessons
• Service Scheduling Introduction and Terminology.
• Service Scheduling Scenarios.
• Service Scheduling Process Flow.
Lab 20.1: Scheduling Terminology
• Match terms and descriptions.
After completing this module, students will be able to:
• Introduce key service scheduling concepts
• Compare service business scenarios
• Understand the service scheduling process flow in Microsoft CRM
• View a demonstration of the service scheduling process
Module 21: Scheduling Services for Your Customers.
This module explains the service scheduling activities in detail.
Lessons
• Scheduling Services.
• Navigating and Booking Service Activities in the Service Calendar.
• Scheduling Service Activities.
• Close, Cancel, or Reschedule a Service Activity.
• View Service Activities and Appointments.
• Setting Service Activity Preferences for Customers.
Lab 21.1: Scheduling a Service Activity for a Case
• Schedule a service activity.
Lab 21.2: Following up on Appointments
• Follow up on appointments.
After completing this module, students will be able to:
• Navigate and book service activities in the Service Calendar.
• Schedule a service activity for your customers.
• This demonstration illustrates how to create and schedule a service activity using the Service Calendar in Microsoft CRM.
• Close, cancel, or reschedule a service activity.
• This demonstration illustrates how to reschedule a service activity.
• View service activities and appointments.
• Set customer preferences for a service activity.
Module 22: Maintaining Users and Resources
This module explains the scheduling administration, set up process, and administrative activities in detail since this is a key entry point in the scheduling process.
Lessons
• Scheduling users and other resources for services.
• User work schedules.
• Creating a group of resources that can be scheduled together.
• View schedules for resources.
• Manage how resources are allocated for service activities.
• Create, edit, or add members to a site.
• Set or edit business closures.
Lab 22.1: User Work Schedules
• User work schedules.
Lab 22.2: Create Business Closures
• Create a business closure time.
Lab 22.3: Remove a resource from a scheduled Service
• Remove a resource.
After completing this module, students will be able to:
• 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.
• Create, edit, or add members to a site.
• Set or edit business closures.
© 2007 Microsoft Corporation. All rights reserved.
Some elements of this course syllabus are subject to change. This syllabus is for informational purposes
only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.
Microsoft, Microsoft Outlook and Microsoft CRM are either registered trademarks or trademarks of
Microsoft Corporation in the United States and/or other countries. Other product and company names
mentioned herein may be the trademarks of their respective owners.
8912: Customization and Configuration in Microsoft Dynamics™ CRM 4.0
Course #: 8912
Number of Days: 3
Format: Instructor-Led
Certification Exams:
This course helps you prepare for the following Microsoft Certified Professional exams:
• Microsoft Dynamics CRM 4.0 Customization and Configuration
Certification Track:
• Microsoft Dynamics – Installation and Configuration
• Microsoft Dynamics – Development
This course syllabus should be used to determine whether the course is appropriate for the students, based on their current skills and technical training needs.
Course content, prices, and availability are subject to change without notice.
Course Syllabus
Customization and Configuration in Microsoft Dynamics CRM 4.0
Elements of this syllabus are subject to change.
This three-day instructor-led course provides students with the tools to configure and customize Microsoft Dynamics CRM 4.0. Configuration topics include setting up business management functions such as:• Business units
• Users
• Teams
• Security privileges and roles
• System Settings
• Multilingual User Interface Language Packs
• Currency Exchange Rates
• Multiple Organizations
The course also focuses on using the Microsoft Dynamics CRM 4.0 Customization tools to customize the following system components:
• Forms
• Views
• Entities
• Attributes
• Relationships
• Entity Mappings
The following customization topics are outside the scope of this course, but are introduced here to provide students with insight into potential advanced customization features:• Application Event Programming
• Client Extensions
• Workflow
• SiteMap
• URL Addressable Forms
• IFrames
• SDK
Audience
This course is intended for Microsoft Dynamics CRM Implementation Consultants and System Administrators and Customizers who will configure the application’s organizational settings and customize the application using its built-in customization tools. The course is not intended for developers who customize the application using Web development, JavaScript (JScript), DHTML, and the Microsoft Dynamics CRM SDK.
Configuration in Microsoft Dynamics CRM 4.0
At Course Completion
The course completion objectives are:
• Configure a company’s organizational structure within Microsoft Dynamics CRM
• Add user accounts
• Create and maintain security roles
• Create teams of users
• Create and configure multiple organizations within one implementation
• Configure system settings, currency exchange rates, and multilingual user interface language packs
• Import and export customizations
• Customize forms and views
• Customize database entities and attributes
• Customize entity relationships and mappings
• Identify areas where advanced customization functionality can be implemented
Prerequisites
Participants in this course must have a working knowledge of how to use Microsoft Dynamics CRM 4.0. It is recommended, but not required, that students have completed Microsoft Dynamics CRM 4.0 Applications training. Because this course focuses on customizing database entities, attributes, relationships, and mappings, it is
recommended that students have a basic understanding of Microsoft SQL Server and relational database functionality.
Student Materials
The student kit includes a comprehensive workbook and other necessary materials for this class.
Module 1: Configuring Business Units
This module explains how to set up organizational structures by maintaining business units within an organization.
Lessons
• Business Units Overview
• Maintaining Business Units
Lab 1.1: Maintaining Business Units
• Add Business Units
• Reorganize Business Units
• Delete Business Units
The goals for completing this module are for students to:
• Identify why an organizational hierarchy is defined in Microsoft Dynamics CRM
• Identify the differences between the root business unit and all other business units
• Identify the guidelines that control maintenance of business units
• Create and maintain business units in Microsoft Dynamics CRM
• Course Outline • Customization and Configuration in Microsoft Dynamics CRM 4.0
Module 2: Configuring Security
This module reviews the Microsoft Dynamics CRM security model, including security roles, privileges, and access levels. This module examines how to maintain permissions within security roles, and how security permissions are inherited across business units.
Lessons
• Microsoft Dynamics CRM Security Features
• Privileges
• Access Levels
• Security Roles
• Security Roles and Business Units
• Creating and Copying Security Roles
• Planning Considerations when Configuring Security
Lab 2.1: Copying and Creating Roles
• Creating a Custom Security Role
• Assigning a Role
The goals for completing this module are for students to:
• Identify how privileges, access levels, and security roles are used by Microsoft Dynamics CRM to ensure data integrity and privacy
• Distinguish between entity-based privileges and task-based privileges
• Differentiate between the five types of access levels used within the security roles
• Identify how Microsoft Dynamics CRM uses security roles
• Identify the advantages of using the default Microsoft Dynamics CRM security Roles
• Identify the properties of the system’s two default administrative roles
• Define the relationship between roles and business units
• Create new security roles
• Create new security roles by copying privileges and access levels from existing security roles
• Identify best practices to follow when configuring security roles
Module 3: Configuring Users and Teams
This module explains how to define the users who access Microsoft Dynamics CRM and the teams that share Microsoft Dynamics CRM data.
Lessons
• User Management Overview
• Adding and Maintaining User Accounts
• Team Management
Lab 3.1: Managing User Accounts
• Adding a Single User
• Adding Multiple Users
• Changing a Manager
• Disabling a User Account
Lab 3.2: Managing Teams
• Create Teams
• Add Users to a Team
• Share Data with a Team
The goals for completing this module are for students to:
• Review the characteristics of Microsoft Dynamics CRM’s user management structure
• Create and maintain user accounts in Microsoft Dynamics CRM
• Identify the differences between adding a single user and adding multiple users at one time
• Identify the characteristics associated with each user licensing option
• Create and maintain teams of users in Microsoft Dynamics CRM
Module 4: Configuring Organizational Settings
This module reviews a variety of configuration settings that enable each organization to tailor Microsoft Dynamics CRM to satisfy its business requirements. These settings control the appearance and functionality of the application; they are defined at the organization level and apply to all business units in a given implementation.
Lessons
• System Settings
• Auto Numbering
• Fiscal Year Settings
• Multilingual User Interface (MUI)
• Multi-Currency
Lab 4.1: Maintaining System Settings
• Configuring System Settings
• Configuring Auto Numbering
Lab 4.2: Installing MUI Language Packs• Installing French and Spanish MUI Language Packs
• Enabling MUI Language Packs
• Selecting a language for the Web application
• Installing a Language Pack on the Microsoft Dynamics CRM for Microsoft Office Outlook
• Selecting a language for the Microsoft Dynamics CRM for Office Outlook
Lab 4.3: Importing Currency Exchange Rates
• Import a Currency Exchange Rate file
• Manually Add a Currency and Exchange Rate
• Test Default Account Currency
• Test Base Currency
• Change the User’s Default Currency
• Test the User’s Default Currency
The goals for completing this module are for students to:
• Configure several “one-time” only organization settings that control various system-wide functionalities
• Identify the impact of each System Setting on end-user functionality
• Identify the impact of the Auto Numbering settings on end-user functionality
• Identify the impact of the Fiscal Year Settings on Sales Quota reporting
• Identify how Multilingual User Interface packs let users personalize their UI experience by displaying Microsoft Dynamics CRM in the language of their choice
• Examine how multicurrency enables monetary transactions and attributes to be defined in multiple currencies
Module 5: Customizing Microsoft Dynamics CRM Overview
This module introduces all of the application features that can be customized in Microsoft Dynamics CRM and the different ways in which customizations can be applied. This is an introductory section that lays the foundation for the hands-on training that follows.
Lessons
• Customization Methodology
• Who Can Customize Microsoft Dynamics CRM?
• Microsoft Dynamics CRM Architecture
• Types of Customizations
• Upgrading Customizations
• Reusing Customizations
• Publishing Customizations
Lab 5.1: Importing and Exporting Customizations• View the Contact form before importing customizations
• Import Customizations
• View the Contact form after customizations
• Export Customizations
The goals for completing this module are for students to:
• Recognize the importance of defining and using an effective implementation methodology while developing customizations
• Recognize the types of customizations that can be made based on the default Microsoft Dynamics CRM security roles
• Identify how the Microsoft Dynamics CRM architecture influences how and where users customize Microsoft Dynamics CRM
• Recognize some of the ways that Microsoft Dynamics CRM can be customized
• Identify how Microsoft Dynamics CRM’s architecture enables organizations to safely upgrade their customizations
• Identify which customizations require publishing and the various ways to publish customizations
• Discover how to re-use customizations by exporting customizations made in one deployment and importing them into another
Module 6: Customizing Forms and Views
This module examines how to customize the Microsoft Dynamics CRM user interface using the application’s customization tools. This includes customizations to the forms used to enter and update data and the views that display lists of records.
Lessons
• Basic UI Customization Capabilities
• Form Customization Overview
• Form Customization – Editing Tabs
• Form Customization – Editing Sections
• Form Customization – Editing Fields
• Preview Your Customizations
• Preview Form Customization
• View Customization Overview
• View Customization
Lab 6.1: Form Customization
• Create a Custom Tab
• Update the Details and Administration Tabs
• Update the Preview form
Lab 6.2: View Customization
• Modify an existing view
• Create a new view
• Change an entity’s default view
• Modify the Quick Find view
• Modify the Advanced Find view
• Save an Advanced Find query as a Personal view
• Modify an entity’s Associated view
The goals for completing this module are for students to:
• Introduce the basic user interface components that can be customized to meet an organization’s business requirements
• Identify the features of the form customization tool
• Examine how to organize data on a form by organizing the data in tabs
• Examine how to organize data within tabs by using sections
• Identify how to add and maintain fields on a form
• Examine how to test the appearance and behavior of a customized form prior to saving the customizations
• Examine how to customize an entity’s Preview form
• Identify the types of views that can be customized
• Identify the different ways in which a view can be customized
• Examine what properties can be customized on a view and how to perform the customizations
Module 7: Customizing Entities and Attributes
This module examines how to create new entities and attributes through Microsoft Dynamics CRM’s built-in customization tools.
Lessons
• Customization Concepts
• Customizing Attributes
• Creating a Custom Entity
Lab 7.1: Creating a Custom Attribute
• Add a Custom Attribute
• Add the Attribute to the Entity’s form
• Add the Attribute to the Preview form
• Create a Custom View
• Publish and Test
Lab 7.2: Creating a Custom Entity• Create a Custom Entity
• Create Custom Attributes
• Update Entity Form
• Update Entity View
• Apply Custom Icons
• Update Custom Entity Permissions
The goals for completing this module are for students to:
• Review the types of entities and attributes available in system
• Create and edit attributes to meet an organization’s business needs
• Examine how to create, configure, and delete custom entities
• Configure security settings to control access to and maintenance of custom entities
Module 8: Customizing Relationships and Mappings
This module identifies the different types of supported relationships in Microsoft Dynamics CRM, as well as the types of behavior that control how certain actions taken on a record affect related records. This training also examines entity mapping.
Lessons
• Supported Entity Relationships
• Unsupported Entity Relationships
• One-to-Many Relationship Behavior
• Creating Entity Relationships
• Entity Mapping
Lab 8.1: Create a Manual Many-to-Many Relationship
• Create an Intersect Entity
• Create two Many-to-One Relationships based on the intersect entity and two related entities
• Add attributes to the intersect entity
• Expose Attributes on the Intersect Entity form
• Edit the Associated View
• Save and Publish
• Test the functionality
Lab 8.2: Create a Native Many-to-Many Relationship
• Update Entity Attribute
• Create a custom view
• Create a Custom Entity
• Create Custom Attributes
• Create a Many-to-Many relationship
• Create a Many-to-One relationship
• Update an entity form
• Update an entity Preview form
Lab 8.3: Add a Mapping
• Update Picklist Values
• Add a custom attribute
• Create an Entity Mapping
• Test the mapping
Lab 8.4: Case Study
• Create a Department Entity
• Add Department Attributes
• Create Account/Department relationship
• Create Department/Contact relationship
• Create Contact/Department relationship
• Modify the entities
• Create mappings
• Secure the new entity
• Test the functionality
The goals for completing this module are for students to:
• Identify the various types of supported relationships that can link system and custom entities
• Identify the types of relationships that are not supported by the system
• Discover how 1:N relationship rules control how certain actions taken on a record affect related records
• Create entity relationships and configure relationship behavior
• Discuss how attribute mapping facilitates data entry when creating new records that are related to a parent record
Module 9: Renaming Entities and Translating Customizations
This module examines the final two elements related to customizing entities: renaming a customizable entity, and in a multilingual deployment, translating customized labels into the required languages.
Lessons• Renaming a Customizable Entity
• Translate Customized Labels
Lab 9.1: Renaming a Customizable Entity
• Back up the Case configuration
• Rename the Case Entity
• Change the view names
• Change the Case form labels
• Change the Attribute Display names
• Change the messages
• Publish and Export the changes
• Change the online Help
The goals for completing this module are for students to:
• Examine the steps that need to be performed to rename a customizable entity
• Discover how to translate customized labels in a multilingual deployment
Module 10: Maintaining Organizations through Deployment Manager
This module examines how Microsoft Dynamics CRM supports multiple organizations in one installation. This training also examines the tools that are available in Microsoft Dynamics CRM’s Deployment Manager utility.
Lessons
• Creating Multiple Organizations
• Deployment Manager - Microsoft Administrators
• Deployment Manager – Organizations
• Deployment Manager – Servers
• Deployment Manager – Licenses
Lab 10.1: Maintaining Multiple Organizations
• Add a new organization
• Add business units to the new organization
The goals for completing this module are for students to:
• Identify how the multi-tenancy feature enables users to have more than one organization installed on a single Microsoft CRM Server
• Discover how the Deployment Manager’s Deployment Administrators tool is used for viewing users with the Administrator license
• Examine how the Deployment Manager’s Organizations tool is used for maintaining connectivity between the Microsoft CRM Server(s), the Reporting Server, and the Microsoft CRM database
• Identify how to use the Deployment Manager’s Server tool to take Microsoft CRM Servers offline and online
• Use the Deployment Manager’s License tool to maintain server and client licenses
Module 11: Introduction to Advanced Customizations
This module introduces a variety of advanced customization features that are available with Microsoft Dynamics CRM. These topics are intended for a developer audience, butthe topics are introduced to expose the participant to available advanced customization functionality.
Lessons
• Introduction to Workflow
• Introduction to Application Event Programming
• Common Uses for Event Programming
• Using Form Events
• Using Files Events
• Configuring Event Detail Properties
• Introduction to IFrames
• Introduction to URL Addressable Forms
• Introduction to Creating Custom Menus, Buttons, and Navigation Items
• Introduction to ISV.config Integration Points
• Introduction to SiteMap
• SiteMap structures
• Introduction to SDK Capabilities
• ISV solutions
No Labs are included; however, instructor demonstrations are performed for each of these topics and students can perform the demonstrations along with the instructor.
The goals for completing this module are for students to:
• Introduce Workflow features, including Workflow events, actions, and conditions
• Identify the form and field events that can be customized with client-side code
• Examine some of the common uses of client-side code within Microsoft Dynamics CRM
• Explore the advantages of using Form events and which form Events can include client-side code
• Explore the advantages of using Field events and which field Events can include client-side code
• Examine where the JScript code for Form and Field events is entered
• Identify the issues to be aware of when adding client-side code
• Examine how IFrames provide the ability to display the web page from another application within a Microsoft Dynamics CRM
• Examine how to link Microsoft Dynamics CRM into other applications and reports using URL Addressable forms
• Explore how to add custom menus, side tabs, and buttons to the Microsoft Dynamics CRM application.
• Identify where to add custom buttons, menus, and side tabs in Microsoft Dynamics CRM
• Examine how to customize the Navigation Pane by modifying the SiteMap
• Identify the structure of the SiteMap to customize the correct areas per business requirements
• Introduce the Software Development Kit (SDK) that is used by developers when integrating Microsoft Dynamics CRM with other applications
• Identify where an organization can locate ISV solutions
© 2007 Microsoft Corporation. All rights reserved.
Some elements of this course syllabus are subject to change. This syllabus is for informational
purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS
SUMMARY. Microsoft, Microsoft Dynamics CRM 4.0, Microsoft Dynamics CRM SDK, Microsoft
Office Outlook, Microsoft SQL Server are either registered trademarks or trademarks of
Microsoft Corporation in the United States and/or other countries. Other product and company
names mentioned herein may be the trademarks of their respective owners.
8911: Installation and Deployment in Microsoft Dynamics ™ CRM 4.0
Course #: 8911
Number of Days: 2
Format: Instructor-Led
Certification Exams:
This course helps you prepare for the following Microsoft Certified Professional exams:
• Installation and Deployment in Microsoft Dynamics CRM 4.0, MB2-633.
Certification Track: Installation and Deployment in Microsoft Dynamics CRM 4.0
This course syllabus should be used to determine whether the course is appropriate for the students, based on their current skills and technical training needs.
Course content, prices, and availability are subject to change without notice
Course Syllabus
Installation and Deployment in MicrosoftDynamics™ CRM 4.0
Elements of this syllabus are subject to change.
This two-day instructor-led course provides students with the tools to install and configure Microsoft Dynamics CRM 4.0. The course focuses on the components used within a Microsoft Dynamics CRM deployment, the hardware and software requirements needed to successfully deploy Microsoft Dynamics CRM, and the installation instructions for the primary Microsoft Dynamics CRM components: the Microsoft Dynamics CRM Server, the E-Mail Router, and Microsoft Dynamics CRM for Office Outlook.
Audience
This course is intended for novice and experienced system administrators, implementation consultants, system integrators, technical staff, or support professionals who plan to install and deploy Microsoft Dynamics CRM 4.0 and understand the technical aspects and administrative functionality of Microsoft Dynamics CRM.
At Course Completion
The course completion objectives are:
• Identify the Hardware and Software requirements for the various Microsoft Dynamics CRM deployment scenarios.
• Execute the pre-installation checklist requirements that must be in place before installing Microsoft Dynamics CRM Server
• Complete the Installation procedures for the Microsoft Dynamics CRM Server, Microsoft Dynamics CRM for Microsoft Office Outlook, and Microsoft
Dynamics CRM E-mail Router.
• Complete the Post-installation review that verifies the validity of the installation.
• Complete several Post-installation tasks. This includes loading of sample data.
• Upgrade a Microsoft Dynamics CRM v3.0 installation to 4.0
• Uninstall Microsoft Dynamics CRM 4.0
Prerequisites
Before attending this course, students must have:
• Working knowledge of Microsoft Dynamics Windows Server 2003, Active Directory, Internet Information Services (IIS), Microsoft ® Exchange, Microsoft
SQL ® Server 2005, and Microsoft ® Outlook.
Student Materials
The student kit includes a comprehensive workbook and other necessary materials for this class.
The following software is provided in the student kit:
• One virtual PC image of a server running Microsoft Dynamics CRM Server 2003, for installing Microsoft Dynamics CRM.A virtual PC image of a client PC running Windows XP; this is used for installing the Microsoft Dynamics CRM 4.0 for Microsoft Office Outlook
• Copy of Microsoft Dynamics CRM 4.0 and the default sample data
Additional Reading
To help you prepare for this class, review the following resources:
• Microsoft Dynamics CRM 4.0 Implementation Guide.
Module 1: Microsoft Dynamics CRM Components
This module lays the foundation for the remainder of the course and examines the primary components that are leveraged by Microsoft Dynamics CRM 4.0.
Lessons
• Microsoft Dynamics CRM Server
• Microsoft Dynamics CRM for Microsoft ® Office Outlook
• Microsoft Dynamics CRM E-mail Router
• Microsoft SQL Server
• SQL Reporting Services
• Active Directory
• Internet Information Services
The goals for completing this module are for students to:
• Discover which components are required for successful Microsoft Dynamics CRM implementation.
• Examine the role of the Microsoft Dynamics CRM Server in a Microsoft Dynamics CRM deployment
• Identify the differences between the two modes of the Microsoft Dynamics CRM for Office Outlook
• Examine the Microsoft Dynamics CRM Web browser client
• Review the role of Microsoft Dynamics CRM E-mail Router in processing incoming and outgoing e-mail
• Discuss the role of Microsoft SQL Server and the databases employed by Microsoft Dynamics CRM
• Examine the role of Active Directory in a Microsoft Dynamics CRM deployment
• Discuss the role of Internet Information Services (IIS) in a Microsoft Dynamics CRM deployment
Module 2: Planning the Microsoft Dynamics CRM Installation
This module examines the hardware and software requirements that must be in place prior to installing Microsoft Dynamics CRM4.0, as well as appropriate licensing plans.
Lessons
• Analyze network infrastructure to ensure preparedness for a Microsoft Dynamics CRM installation.
• Identify the hardware and software requirements for each component of the Microsoft Dynamics CRM installation.
• Examine the new Microsoft Dynamics CRM licensing model and Microsoft Dynamics CRM editions.
• Review the various configurations supported by Microsoft Dynamics CRM 4.0
Lab: Dialogue – Planning the Microsoft Dynamics CRM Installation
• Identify obstacles that may interfere with a Microsoft Dynamics CRM installation and discover the possible solutions for these obstacles.
The goals for completing this module are for students to:
• Analyze the network infrastructure to make sure it is ready for a Microsoft Dynamics CRM installation
• Understand the hardware requirements for each component of the Microsoft Dynamics CRM installation
• Understand the software requirements for each component of the Microsoft Dynamics CRM installation
• Understand the Active Directory forest configurations supported by Microsoft Dynamics CRM 4.0
• Understand the SQL Server 2005 configurations supported by Microsoft Dynamics CRM 4.0.
• Understand how SSL Certificates ensure more secure network traffic flow from the Microsoft Dynamics CRM Web server
• Understand the licensing model used by Microsoft Dynamics CRM 4.0.
Module 3: Microsoft Dynamics CRM Server
This module examines the hardware and software requirements that must be in place prior to installing Microsoft Dynamics CRM 4.0, as well as appropriate licensing plans.
Lessons
• Identify the key features made to Microsoft Dynamics CRM Server in version 4.0
• Identify each pre-installation requirement that must be completed before installing Microsoft Dynamics CRM Server.
• Install Microsoft Dynamics CRM Server 4.0.
• Identify the post installation requirements that must be performed to prepare Microsoft Dynamics CRM for use.
• Install and uninstall a Microsoft Dynamics CRM sample database
Lab : Microsoft Dynamics CRM Pre-Installation Checklist Verification
• Verify the pre-installation steps required to successfully install Microsoft Dynamics CRM.
Lab: Loading Sample Data
• Install Microsoft Dynamics CRM sample data.
Dialogue: Installation Troubleshooting
• Discover the troubleshooting resources available to the Microsoft Dynamics CRM installation team after a Microsoft Dynamics CRM installation.
The goals for completing this module are for students to:
• Discover the components of the Microsoft Dynamics CRM Server architecture.
• Understand the key features of the Microsoft Dynamics CRM Server.
• Verify each pre-installation requirement that must be completed before you install Microsoft Dynamics CRM 4.0 Server.
• Learn how to install Microsoft Dynamics CRM 4.0 Server.
• Understand what components are installed during Server Setup
• Type lesson objective (usually just one).
• Identify the tasks and configuration settings that are completed after you install Microsoft Dynamics CRM Server.
• Learn how to deploy Microsoft Dynamics CRM for Internet Access
• Understand how to install Microsoft Dynamics CRM Server from the Microsoft Dynamics CRM Server CD using the command line.
• This training describes how to troubleshoot installation and known issues.
• Understand how sample databases can be used to give users realistic business data for the Microsoft Dynamics CRM application. Identify the post installation requirements that must be performed to prepare Microsoft Dynamics CRM for use.
• Install and uninstall a Microsoft Dynamics CRM sample database
Module 4: Microsoft Dynamics CRM Components
This module discusses the key features in the Microsoft Dynamics CRM 4.0 E-mail Router functionality and the steps to follow to install the Microsoft Dynamics E-mail Router.
Lessons
• Identify the key features of the Microsoft Dynamics CRM E-mail Router in version 4.0
• Identify how incoming and outgoing e-mail is processed in Microsoft Dynamics CRM
• Identify each pre-installation requirement that must be completed before installing Microsoft Dynamics CRM E-mail Router.
• Install Microsoft Dynamics CRM 4.0 E-mail Router.
• Determine whether the router is functioning correctly.
Lab : Dialogue – E-mail Router
• This scenario helps explain the operations of incoming and outgoing Microsoft Dynamics CRM e-mail functionality and the purpose of the E-mail Router.
The goals for completing this module are for students to:
• Understand the role of the Microsoft Dynamics CRM E-mail Router in a Microsoft Dynamics CRM deployment.
• Understand how the Microsoft Dynamics CRM E-mail Router processes incoming e-mail and outgoing e-mail messages.
• Identify each pre-installation requirement that must be completed before installing the Microsoft Dynamics CRM E-mail Router.
• Learn how to install the Microsoft Dynamics CRM E-mail Router.
• Learn how to use the Rule Deployment Wizard to deploy forwarding rules.
• Learn how to create a queue within Microsoft Dynamics CRM that displays e-mail messages.
Module 5: Microsoft Dynamics CRM for Microsoft Office Outlook
This module examines the primary components of Microsoft Dynamics CRM for Microsoft Office Outlook, reviews the two types of access that are available with 4.0, and examines the steps to successfully install Microsoft Dynamics CRM Office Outlook.
Lessons
• Identify the key features in the Microsoft Dynamics CRM 4.0 for Outlook
• Identify each pre-installation requirement that must be completed before installation.
• Install both the Microsoft Dynamics CRM for Office Outlook with and without offline access.
• Determine whether the installation is functioning properly.
• Work Offline
• Synchronize offline updates with the Microsoft Dynamics CRM Server
Lab : Installing Microsoft Dynamics CRM for Outlook
• Install Microsoft Dynamics CRM for Outlook
Lab : Offline Access
• Work with Microsoft Dynamics CRM for Outlook with Offline Access
Dialogue : Remote Outlook Client
• This scenario covers how Microsoft Dynamics CRM allows remote users away from the office to access Microsoft Dynamics CRM data.
The goals for completing this module are for students to:
• Identify the features of Microsoft Dynamics CRM 4.0 for Microsoft Office Outlook.
• Identify the prerequisites for installing the Microsoft Dynamics CRM for Office Outlook.
• Install Microsoft Dynamics CRM for Outlook with Offline Access.
• Understand how the Microsoft Dynamics CRM for Office Outlook with Offline Access operates in both online and offline modes.
Module 6: Redeploying Microsoft Dynamics CRM 4.0
This module provides information about redeploying Microsoft Dynamics CRM 4.0.
Lessons
• Identify the planning considerations that must be reviewed prior to redeploying a Microsoft Dynamics CRM implementation.
• Redeploy a Microsoft Dynamics CRM implementation.
• Configure the E-mail Router
The goals for completing this module are for students to:
• Examine the role of the Microsoft Dynamics CRM E-mail Router in a Microsoft Dynamics CRM deployment.
• Discover how the Microsoft Dynamics CRM E-mail Router processes incoming email and outgoing e-mail messages.
• Identify each pre-installation requirement that must be completed before installing the Microsoft Dynamics CRM E-mail Router.
• Install the Microsoft Dynamics CRM E-mail Router.
• Discover the role of the Microsoft Dynamics E-mail Router Configuration Manager
Module 7: Upgrading to Microsoft Dynamics CRM 4.0
This module provides information about upgrading a Microsoft Dynamics CRM 3.0 deployment to Microsoft Dynamics CRM 4.0.
Lessons
• Identify the planning considerations that must be reviewed prior to upgrading a Microsoft Dynamics CRM implementation.
• Identify what is supported and unsupported during the upgrade process.
• Upgrade a Microsoft Dynamics CRM 3.0 implementation to Microsoft Dynamics CRM 4.0
Dialogue: Microsoft Dynamics CRM Upgrades
• This scenario covers some of the best practices to mitigate risks and minimize downtime when upgrading a customer to Microsoft Dynamics CRM 4.0
The goals for completing this module are for students to:
• Understand the features associated with upgrading the Microsoft Dynamics CRM Server on a computer that already has Microsoft Dynamics CRM 3.0 installed.
• Learn which components are not supported for upgrade to Microsoft Dynamics CRM 4.0.
Module 8: Repairing and Uninstalling Microsoft Dynamics CRM 4.0
This module provides information about repairing and uninstalling Microsoft Dynamics CRM 4.0.
Lessons
• Repair Microsoft Dynamics CRM Server and Microsoft Dynamics CRM for Outlook, and the Microsoft Dynamics CRM E-mail Router.
• Identify the options for uninstalling Microsoft Dynamics CRM
• Uninstall Microsoft Dynamics CRM 4.0 Server, Microsoft Dynamics CRM for Office
Lab: Uninstall Microsoft Dynamics CRM 4.0
• Uninstall Microsoft Dynamics CRM
The goals for completing this module are for students to:
• Examine how to repair the Microsoft Dynamics CRM system
• Examine how to repair the Microsoft Dynamics CRM Server
• Examine how to repair the Microsoft Dynamics CRM E-mail Router.
• Disable a Multilingual User Interface Pack (MUI)
• Uninstall the Microsoft Dynamics CRM Server
• Uninstall the Microsoft Dynamics CRM E-mail Router.
• Uninstall the Connector for Microsoft Dynamics SQL Reporting Services.
• Uninstall or disable a Multilingual User Interface Pack (MUI) in the organization.
• Uninstall or repair the Microsoft Dynamics CRM for Outlook.
• Outlook, Microsoft Dynamics CRM E-mail Router, the Connector for Microsoft SQL Reporting Services, and a Multilingual User Interface Pack (MUI).
© 2007 Microsoft Corporation. All rights reserved.
Some elements of this course syllabus are subject to change. This syllabus is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, Microsoft, Microsoft Dynamics CRM 4.0, Microsoft Dynamics CRM Server, Microsoft Dynamics CRM for Office Outlook, Microsoft Dynamics CRM Sample Data are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Other product and company names mentioned herein may be the trademarks of their respective owners.
8910: What’s New in Microsoft Dynamics CRM 4.0
Course Number: 8910
Number of Days: 1
Format: Instructor-Led
Certification Exams: None
Certification Track: None
This course syllabus should be used to determine whether the course is appropriate for the students, based on their current skills and technical training needs. Course content, prices, and availability are subject to change without notice.
Course Syllabus
What’s New in Microsoft Dynamics CRM 4.0
Elements of this syllabus are subject to change. This one-day instructor-led course provides students with the knowledge and skills to begin planning for Microsoft Dynamics CRM 4.0.
Audience
This course is intended primarily for Microsoft partners and customers who are already familiar with Microsoft Dyanmics CRM 3.0. The material covers functionality that applies to a wide range of audiences, from business users to system administrators to developers.
At Course Completion
After completing this course, students will be able to:
• Describe key new features of Microsoft Dynamics CRM 4.0.
• Add an organization and add business units to it
• Export, edit, and import data by using the Import Data Wizard.
• Import a customization
• Create, publish, and monitor a simple workflow.
Prerequisites
Before attending this course, students must have:
• Familiarity with Microsoft Dynamics CRM 3.0.
Student Materials
The student kit includes a comprehensive workbook.
Key Data
Module 1: Overview
This module provides a brief overview of the main new features in Microsoft Dynamics CRM 4.0.
Lesson
• Key New Features
After completing this module, students will be able to:
• List the main feature areas that will be covered in this course
Module 2: Installation and Deployment
This module describes improvements to installation and deployment.
Lessons
• Upgrading to Microsoft Dynamics CRM 4.0
• Versions and Licensing
• Server Setup Changes
• System Requirements
• Microsoft Dynamics CRM E-mail Router
• Microsoft Dynamics CRM for Outlook
After completing this module, students will be able to:
• Describe the features associated with upgrading to Microsoft Dynamics CRM 4.0
• Determine which type of deployment and license is suitable for their needs
• Describe the new enterprise level features
• Describe the system requirements
• Describe improvements to the Microsoft Dynamics CRM E-mail Router
Module 3: Configuration
This module describes an assortment of new features that control how organizations
configure and implement Microsoft Dynamics CRM 4.0.
Lessons
• Multiple Organizations
• Multilingual User Interface
• Multiple Currencies
• Add Users Wizard
Lab 3.1: Maintaining Multiple Organizations
• Add a new organization
• Add business units for the new organization
After completing this module, students will be able to:
• Identify how multi-tenancy provides more than one organization on a single Microsoft Dynamics CRM server
• Describe what the multilingual user interface does
• Describe the multicurrency feature
• Describe what the Add Users Wizard does
Module 4: Data Management
This module describes tools that improve the data import and data migration processes.
Lessons
• Import Data Wizard
• Data Migration Manager
• Duplicate Detection
Lab 4.1: Enriching Data
• Export the data
• Edit the data
• Import the data
• View the results
After completing this module, students will be able to:
• Describe the new data import process
• Describe the new data migration process
• Describe the duplicate detection feature
Module 5: Microsoft Dynamics CRM for Outlook and Business Applications
This module focuses on improvements to Microsoft Dynamics CRM for Outlook and enhancements in reporting and business application features.
Lessons
• Changes in Microsoft Dynamics CRM for Outlook
• Feature and User Interface Changes
• Using the Report Wizard
• Other Reporting Changes
After completing this module, students will be able to:
• Describe improvements in Microsoft Dynamics CRM for Outlook
• Describe changes in functionality to Lookup, converting activities, and mail merge
• Describe changes to reporting features
• Describe changes to exporting and Advanced Find
Module 6: Customization
This module describes several new features that enable organizations to customize Microsoft Dynamics CRM 4.0 to meet their business requirements.
Lessons
• Entity Relationship Enhancements
• Importing and Exporting Customizations and Configurations
• View Enhancements
Lab 6.1: Import Customizations
• View contact before changes
• Import customizations
• View contact after changes
• Export customizations
After completing this module, students will be able to:
• Describe the new data import process
• Describe the new data migration process
• Describe the duplicate detection feature
Module 7: Workflow
This module describes the improved workflow model.
Lessons
• Workflow Access
• Workflow Improvements
Lab 7.1: Workflow Lifecycle
• Create the workflow
• Add a check condition
• Add a conditional branch
• Add a default action
• Publish the workflow
• Trigger the workflow
• Confirm that the workflow ran successfully
After completing this module, students will be able to:
• Describe how users have access to the workflow lifecycle
• Describe improvements to workflow functionality
Module 8: Programmability
This module provides a high-level overview of new features that help developers customize Microsoft Dynamics CRM 4.0 to address specific business needs.
Lessons
• Event Framework
• Web Services
• Client-Side Features
After completing this module, students will be able to:
• Describe key features of the event framework, including plug-ins
• Describe major enhancements to the Web services
• Describe new client-side programming features
2007 Microsoft Corporation. All rights reserved.
Some elements of this course syllabus are subject to change. This syllabus is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, Microsoft SQL Server, Microsoft Windows, Microsoft FRx, Microsoft Dynamics GP, Microsoft Outlook and Microsoft CRM are either registered trademarks or trademarks of Microsoft
Corporation in the United States and/or other countries. Other product and company names mentioned herein may be the trademarks of their respective owners.
In this section...
- Overview
- 8910: What’s New in Microsoft Dynamics CRM 4.0
- 8911: Installation and Deployment in Microsoft Dynamics ™ CRM 4.0
- 8912: Customization and Configuration in Microsoft Dynamics™ CRM 4.0
- 8913: Microsoft Dynamics CRM 4.0 Applications
- 8969: Extending Microsoft Dynamics CRM 4.0
- 80002A: Administration in Microsoft Dynamics™ CRM 4.0
- 80003A: Workflow in Microsoft Dynamics™ CRM 4.0
