Microsoft
CRM 3.0 Installation and Configuration
Course
8526: Three days; Instructor-led
Introduction
This three-day instructor-led course provides students with the knowledge
and skills to install and configure Microsoft CRM 3.0. The course explores
the components used within a Microsoft CRM deployment, the hardware and
software requirements needed to successfully deploy Microsoft CRM, and
the installation instructions for the three primary Microsoft CRM components:
the Microsoft CRM Server, the Exchange E-Mail Router, and the Microsoft
Office for Outlook Client.
Configuration topics include business management functions such as setting up:
• Business units
• Users
• Teams
• Security privileges and roles
• Database maintenance
• XML importing and exporting utilities
• Web configuration options.
The course also examines the following administrative tasks:
• Configure
a Microsoft CRM server to use a new SQL Server
• Redeploy an existing Microsoft CRM installation to a new deployment
• Upgrade a Microsoft CRM 1.2 deployment to Microsoft CRM 3.0
• Uninstall and Repair Microsoft CRM 3.0
This course does not include materials or instructor discussion of Microsoft CRM Workflow Configuration, Customization, or Back Office Integration.
Audience
Microsoft CRM 3.0 Installation and Configuration training is recommended
for people who plan to install, implement, configure, consult, or support
Microsoft CRM 3.0. The class is targeted toward administrators, implementers,
developers, and consultants who need to understand the technical aspects
and administrative functionality of Microsoft CRM. The course is not intended
for non-technical staff.
At Course Completion
After completing this course, students should be able to:
• Understand
the primary components that support Microsoft CRM, including the Microsoft
CRM Server, Microsoft Exchange E-mail Router, Microsoft Office for Outlook
client, Microsoft SQL Server, Microsoft SQL Server Reporting Services,
Internet Information Services, and Active Directory.
• Identify the Hardware and Software requirements for the various
Microsoft CRM deployment scenarios.
• Execute the pre-installation checklist requirements that must
be in place prior to installing Microsoft CRM Server
• Complete the Installation procedures for the Microsoft CRM Server,
Microsoft CRM client for Microsoft Office Outlook, and Microsoft CRM Exchange
E-mail Router.
• Complete the Post-installation review that verifies the validity
of the server and client installations.
• Complete several Post-installation tasks, including loading of
sample data
• Configure Microsoft CRM business units, users, and teams.
• Understand and manage the Microsoft CRM security model, including
security roles, privileges, and access levels.
• Execute the administrative tasks necessary to support the application,
including database maintenance, XML importing and exporting procedures,
maintenance of system customization settings, and web configuration parameters.
• Redeploy a Microsoft CRM installation
• Update a Microsoft CRM v1.2 installation to 3.0
• Uninstall Microsoft CRM 3.0 server and client
Prerequisites
Before attending this course, students must have a working knowledge
of Microsoft Windows Server 2000, 2003, or Windows XP, Microsoft Exchange
2000 or 2003, Microsoft SQL Server 2000, Microsoft Outlook, Active Directory,
and Internet Information Services.
Course
Materials
The
student kit includes a comprehensive workbook and other necessary materials
for this class.
The following software is provided in the student kit:
• Two virtual
PC images of a server running Microsoft CRM Server 2003; one for installing
Microsoft CRM and the other for redeploying Microsoft CRM
• A virtual PC image of a client PC running Windows XP; this is
used for installing the Microsoft CRM 3.0 client for Microsoft Office
Outlook
• A virtual PC image of a Microsoft CRM 1.2 deployment; this is
used for upgrading Microsoft CRM 1.2 to 3.0
• Copy of Microsoft CRM 3.0 and the default sample data
Course Outline
Chapter 1: Microsoft CRM Components
This chapter lays the foundation for the remainder of the course, and examines the primary components that are leveraged by the Microsoft Customer Relationship Management 3.0 application.
Lessons
• Understanding
the Microsoft CRM Components
• Microsoft CRM Server
• Microsoft CRM Clients
• Microsoft Exchange 2000 or 2003
• Microsoft SQL Server 2000 or 2005
• SQL Reporting Services 2000 or 2005
• Active Directory
• Internet Information Services
Lab 1: Activity - Fill in the Blank Exercise
• This activity
asks each student to fill in the missing word(s) in a number of statements
involving the components covered in the chapter.
After completing this Chapter, students should be able to understand the role of the following components in a Microsoft CRM 3.0 deployment:
• Microsoft
CRM Server
• Microsoft CRM Clients
• Microsoft Exchange
• Microsoft SQL Server
• SQL Reporting Services
• Active Directory
• Internet Information Services
Chapter 2: Planning Your Microsoft CRM Installation
This chapter examines the hardware and software requirements that must be in place prior to installing Microsoft CRM 3.0, as well as appropriate licensing plans.
Lessons
• Planning your
Microsoft CRM Deployment
• Hardware Requirements
• Software Requirements
• Supported Active Directory Configurations
• Support SQL Server Configurations
• Supported Microsoft Exchange Configurations
• Microsoft CRM 3.0 Licensing Model
• Staff Skills Review
Lab 1: Activity - Matching Exercise
• This exercise
asks each student to match the correct term with each statement involving
planning issues.
After completing this Chapter, students should be able to:
• Analyze network
infrastructure to ensure preparedness for a Microsoft CRM installation.
• Understand the hardware and software requirements for each component
of the Microsoft CRM installation.
• Understand the new Microsoft CRM licensing model.
• Understand the various Active Directory forest configurations
supported by Microsoft CRM 3.0
• Understand the Microsoft Exchange and Microsoft SQL Server configurations
supported by Microsoft CRM 3.0
Chapter 3: Microsoft CRM Server
This chapter begins with a discussion of the key features in Microsoft CRM 3.0 Server, and then examines the Microsoft CRM Server installation process. This includes a review of the pre-installation requirements, the installation process, the post-installation tasks, and loading sample data.
Lessons
• Microsoft
CRM Server Key Features
• Microsoft CRM Server Pre-Installation Checklist
• Microsoft CRM Server Installation
• Microsoft CRM Server Post-Installation Review
• Microsoft CRM 3.0 Sample Databases
Lab 1: Pre-installation Checklist
• This lab asks
each student to perform the tasks in the pre-installation checklist to
ensure the system infrastructure is ready for the CRM Server installation
Lab 2: CRM Server Installation
• This lab has
each student to install Microsoft CRM Server 3.0 within a virtual PC environment.
Students install the Professional Edition of CRM on a Windows Server 2003
virtual server.
Lab 3: Post-Installation Review
• This lab asks
each student to perform the tasks in the post-installation checklist to
ensure the CRM Server installed correctly.
Lab 4: Installing Microsoft CRM 3.0 Sample Data
• This lab asks
each student to run the Sample Data Setup Wizard to load the Adventure
Works Cycle sample database. The data loaded in this exercise is used
throughout the remaining labs in this course.
After completing this Chapter, students should be able to:
• Identify the
key features made to Microsoft CRM Server in version 3.0
• Identify each pre-installation requirement that must be completed
before installing Microsoft CRM Server.
• Install Microsoft CRM Server 3.0.
• Identify the post installation requirements that must be performed
to prepare Microsoft CRM for use.
• Install, uninstall, and refresh a Microsoft CRM sample database
Chapter 4: Microsoft CRM Exchange E-mail Router
This chapter discusses the key features in the Microsoft CRM 3.0 Exchange E-mail Router functionality, the steps to follow to install the Microsoft CRM Exchange E-mail Router, and how to create Exchange queues and configure them to receive CRM email.
Lessons
• Microsoft
CRM Exchange E-mail Router Key Features
• Microsoft CRM Exchange E-mail Router Pre-Installation Checklist
• Microsoft CRM Exchange E-mail Router Installation
• Microsoft CRM Exchange E-mail Router Post-Installation Review
• Microsoft CRM E-mail Queues
Lab 1: Pre-installation Checklist
• This lab asks
each student to perform the tasks in the pre-installation checklist to
ensure the system infrastructure is ready for the Microsoft CRM Exchange
E-mail Router installation
Lab 2: Microsoft CRM Exchange E-mail Router Installation
• This lab asks
each student to install the Microsoft CRM 3.0 Exchange E-mail Router within
a virtual PC environment.
Lab 3: Installing E-mail Queues
• This lab asks
each student to install e-mail queues that can be used by Microsoft CRM
as a receiving mailbox for incoming mail.
After completing this Chapter, students should be able to:
• Identify the
key features of the Microsoft CRM Exchange E-mail Router in version 3.0
• Identify how incoming and outgoing e-mail is processed in Microsoft
CRM
• Identify each pre-installation requirement that must be completed
before installing Microsoft CRM Exchange E-mail Router.
• Install Microsoft CRM 3.0 Exchange E-mail Router.
• Determine whether the router is functioning correctly.
• Create CRM e-mail queues for receiving e-mail to a group mailbox.
Chapter 5: The Microsoft CRM client for Microsoft Office Outlook
This chapter discusses the key features in the Microsoft CRM client for Microsoft Office Outlook, reviews the two types of Outlook clients that are available with 3.0, and examines the steps that should be followed to install each type of client.
Lessons
• Microsoft
CRM client key features
• Microsoft CRM client for Microsoft Office Outlook Pre-Installation
Checklist
• Microsoft CRM desktop client for Microsoft Office Outlook Installation
• Microsoft CRM laptop client for Microsoft Office Outlook Installation
• Microsoft CRM client for Microsoft Office Outlook Post-Installation
Review
• Using the Microsoft CRM laptop client for Microsoft Office Outlook
Lab 1: Pre-installation Checklist
• This lab asks
each student to perform the tasks in the pre-installation checklist to
ensure the system infrastructure is ready for the Outlook client installation.
Lab 2: Microsoft CRM 3.0 laptop client for Office Outlook Installation
• This lab asks
each student to create an administrative .msi image of the Microsoft CRM
laptop client for Outlook setup program, publish it to all users via Group
Policy Objects, and install it on a client machine in a virtual PC environment.
Lab 3: Using the Microsoft CRM 3.0 laptop client for Office Outlook
• This lab asks
each student to create an offline dataset, take their laptop client offline,
perform offline updates, synchronize the client with the server database,
and email the queue created in the prior chapter.
After completing this Chapter, students should be able to:
• Identify the
key features in the Microsoft CRM 3.0 client for Outlook
• Identify each pre-installation requirement that must be completed
before installing the Outlook clients.
• Install both the desktop and laptop Outlook Clients.
• Install the clients from a Windows installer package
• Determine whether the desktop and laptop clients are functioning
properly.
• Create a custom offline dataset
• Take the laptop client offline
• Synchronize offline updates with the Microsoft CRM Server
Chapter 6: Configuring the Organizational Structure
This lesson examines how to set up and manage business units and sites.
Lessons
• Business Units
• Managing Business Units
• Sites
Lab 1: Maintaining Business Units and Sites
• Adding business
units
• Reorganizing the organizational hierarchy
• Disabling a business unit
• Enabling a business unit
• Adding Sites
• Deleting Sites
After completing this Chapter, students should be able to:
• Understand
how an organizational hierarchy is defined in Microsoft CRM
• Create and maintain Business Units in Microsoft CRM
• Create and maintain Sites in Microsoft CRM
Chapter 7: Configuring Security
This chapter examines the Microsoft CRM Security model, the components that make up the model, and how to manage them.
Lessons
• Privileges
• Access Levels
• Roles
• Creating roles in business units
• Assigning roles to users
• Resolution of conflicting privileges
• Copying roles
• Security Best Practices
Lab 1: Copying and Creating Roles
• Create new
roles by copying existing roles
• Maintaining privileges and access levels for roles
• Assigning roles to users
• Test affects of various privileges and access levels
After completing this chapter, students should be able to:
• Understand
the basic concepts of security privileges and access levels
• Understand the use of security roles in Microsoft CRM
• Perform such tasks as copying and creating new roles as well as
assigning users to existing roles
Chapter 8: Configuring Users and Teams
This chapter examines user management functionality in Microsoft CRM.
Lessons
• User Management
Overview
• User Manager Wizard
• Microsoft CRM User Management
• Restricted Access Mode
• Team Management
Lab 1: Managing User Accounts
• Adding multiple
users at one time via the User Manager tool
• Adding one user at a time via Microsoft CRM
• Maintaining user accounts
• Assigning a manager to a user account
• Disabling a user account
• Enabling a user account
• Setting/Resetting the Restricted Access Mode option
Lab 2: Managing Teams
• Adding teams
• Assigning users to a team
After completing this Chapter, students should be able to:
• Create and
maintain user accounts in Microsoft CRM
• Create user accounts in Microsoft CRM using the User Manager tool
• Understand the characteristics of Microsoft CRM's user management
structure
• Understand the role of the Restricted Access Mode option
• Create and maintain teams of users in Microsoft CRM
Chapter 9: Configuring System Settings
This chapter examines the series of configuration settings that are found within the Microsoft CRM application.
Lessons
• Configuring
System Settings
• Configuring Auto Numbering
• Configuring Fiscal Year Settings
• Configuring the web.config file
Lab 1: Configuring System Parameters
• This lab asks
each student to maintain each of the System Settings parameters.
• Students also modify some of the default web.config settings to
see the effects on the Microsoft CRM User Interface.
After completing this Chapter, students should be able to:
• Set several
system settings that control various system-wide functionalities
• Understand the use of the web.config file and the system functionality
which it controls
Chapter 10: Configuration Management
The chapter examines each of the administrative tasks to perform at one time or another within a Microsoft CRM implementation.
Lessons
• Server Manager
• Reconfigure Microsoft CRM to use a new database server
• License Manager
• Upgrade Trial Licenses
• Add additional client access licenses
• Customization Transport Manager
• Export and import of an XML configuration file
• Environmental Diagnostic Wizard
Lab 1: License Manager and Server Manager
• Review License
Summary
• Reconfigure Microsoft CRM to point to a new database server
Lab 2: Customization Transport Manager
• Export the
XML configuration to a flat file
• Import an XML flat file into Microsoft CRM and publish the configuration
Lab 2: Environmental Diagnostic Wizard
• Run the Environmental
Diagnostic Wizard
• Save the generated report for troubleshooting purposes
After completing this Chapter, students should be able to:
• Use License
Manager to maintain licenses for an existing deployment
• Use Server Manager to administer the Microsoft CRM server(s)
• Export the XML configuration to a flat file, or import a flat
file back into Microsoft CRM
• Run the Environmental Diagnostic Wizard and save the generated
report
Chapter 11: Redeploying Microsoft CRM 3.0
This chapter provides information about redeploying Microsoft CRM.
Lessons
• Redeployment
Scenarios
• Software components that are captured during a redeployment
• Redeployment Tool
• Redeployment process
Lab 1: Redeploying Microsoft CRM
• This lab asks
each student to use the Redeployment Tools to redeploy their existing
CRM installation into a new implementation.
After completing this Chapter, students should be able to:
• Identify the
planning considerations that must be reviewed prior to redeploying a CRM
implementation.
• Redeploy a Microsoft CRM implementation using the Redeployment
Tools.
Chapter 12: Upgrading Microsoft CRM 1.2 to 3.0
This chapter provides information about upgrading a Microsoft CRM 1.2 deployment to Microsoft CRM 3.0.
Lessons
• Features associated
with the upgrade process
• Types of customizations that are supported and not supported by
the upgrade process
• Software configurations that occur during an upgrade
• Upgrade process
• Post-upgrade tasks
After completing this Chapter, students should be able to:
• Identify the
planning considerations that must be reviewed prior to redeploying a CRM
implementation.
• Identify which customizations are supported and unsupported during
the upgrade process
• Upgrade a Microsoft CRM 1.2 implementation to Microsoft CRM 3.0
Chapter 13: Uninstalling and Repairing Microsoft CRM 3.0
This chapter provides information about uninstalling and repairing Microsoft CRM.
Lessons
• Two types
of uninstall options
• Steps involved in uninstalling Microsoft CRM Server, Microsoft
CRM client for Office Outlook, Microsoft CRM Exchange E-mail Router, and
Microsoft SQL Server Reporting Services
• Repair process for both Microsoft CRM Server and Microsoft CRM
clients for Outlook
Lab 1: Uninstalling Microsoft CRM
• This lab asks
each student to perform a complete uninstall of the Microsoft CRM Server,
Exchange E-mail Router, and SQL Server Reporting Services.
After completing this Chapter, students should be able to:
• Identify the
two types of uninstall options
• Uninstall Microsoft CRM 3.0 Server, Microsoft CRM client for Office
Outlook, Microsoft CRM Exchange E-mail Router, and Microsoft SQL Server
Reporting Services
• Repair Microsoft CRM Server and Microsoft CRM clients for Outlook
 |
 |
 |
