Microsoft CRM 3.0 Administration
Course 8529: Two Days; Instructor-led
Introduction
This two-day instructor-led course provides students with the knowledge and skills to plan, develop, and apply, and examine administrative tasks within Microsoft® CRM 3.0.
Audience
This course is intended for people who plan to install, implement, configure, or support Microsoft CRM 3.0.
The course is targeted toward administrators, implementers, developers, and consultants who need to understand the technical aspects and administrative functionality of Microsoft CRM. The course is not intended for non-technical staff.
At Course Completion
After completing
this course, students will be able to:
• Configure
Microsoft CRM business units, users, and teams.
• Understand
and manage the Microsoft CRM security model, including security roles,
privileges, and access levels.
• Plan
Customizations for a Microsoft CRM Implementation.
• Apply
Form Customizations using the Microsoft CRM Customization Tools.
• Plan,
create, and configure Custom Entities in Microsoft CRM.
• Plan,
create, configure, and maintain Workflow Rules and Sales Processes.
• Create
and Customize Microsoft CRM Reports using SQL Server 2000 Reporting Services.
• Manage
the Product Catalog, and administrative functionality within the Sales
module.
• Understand
Service Scheduling administration, including creating and defining services
and resource selection rules.
Prerequisites
Before attending this course, students must have a working knowledge of Microsoft® Windows® Server 2000, 2003, or Windows XP, Microsoft® Exchange 2000 or 2003, Microsoft® SQL Server® 2000, Microsoft® Outlook®, Active Directory, and Internet Information Services.
It is recommended,
but not required, that students have completed Microsoft CRM applications
training. In addition, it is recommended, but not required, that students
have experience working with:
• Relational
Databases
• Web
development, JavaScript (JScript), DHTML
• XML
Microsoft Certified Professional Exams
No Microsoft Certified Professional exams are associated with this course currently.
Course Materials
The student kit includes a comprehensive workbook and other necessary materials for this class. A CD with sample code used in the course is also provided in the student kit.
Course Outline
Chapter 1: Configuring the Organizational Structure
This lesson examines how to set up and manage business units and sites.
Lessons
• Business
Units
• Managing
Business Units
• Sites
Lab - Maintaining
Business Units and Sites
• Adding
business units
• Reorganizing
the organizational hierarchy
• Disabling
a business unit
• Enabling
a business unit
• Adding
Sites
• Deleting
Sites
After completing
this module, students will be able to:
• Understand
how an organizational hierarchy is defined in Microsoft CRM
• Create
and maintain Business Units in Microsoft CRM
• Create
and maintain Sites in Microsoft CRM
Chapter 2: Configuring Security
This lesson examines the Microsoft CRM Security model, the components that make up the model, and how to manage them.
Lessons
• Privileges
• Access
Levels
• Roles
• Creating
roles in business units
• Assigning
roles to users
• Resolution
of conflicting privileges
• Copying
roles
• Security
Best Practices
Lab - Copying
and Creating Roles
• Create
new roles by copying existing roles
• Maintaining
privileges and access levels for roles
• Assigning
roles to users
• Test
affects of various privileges and access levels
After completing
this module, students will be able to:
• Understand
the basic concepts of security privileges and access levels
• Understand
the use of security roles in Microsoft CRM
• Perform
such tasks as copying and creating new roles as well as assigning users
to existing roles
Chapter 3: Configuring Users and Teams
This lesson examines user management functionality in Microsoft CRM.
Lessons
• User
Management Overview
• User
Manager Wizard
• Microsoft
CRM User Management
• Restricted
Access Mode
• Team
Management
Lab - Managing
User Accounts
• Adding
multiple users at one time via the User Manager tool
• Adding
one user at a time via Microsoft CRM
• Maintaining
user accounts
• Assigning
a manager to a user account
• Disabling
a user account
• Enabling
a user account
• Setting/Resetting
the Restricted Access Mode option
Lab - Managing
Teams
• Adding
teams
• Assigning
users to a team
After completing
this module, students will be able to:
• Create
and maintain user accounts in Microsoft CRM
• Create
user accounts in Microsoft CRM using the User Manager tool
• Understand
the characteristics of Microsoft CRM's user management structure
• Understand
the role of the Restricted Access Mode option
• Create
and maintain teams of users in Microsoft CRM
Chapter 4: Configuring System Settings
This lesson examines the series of configuration settings that are found within the Microsoft CRM application.
Lessons
• Configuring
System Settings
• Configuring
Auto Numbering
• Configuring
Fiscal Year Settings
• Configuring
the web.config file
Lab - Configuring
System Parameters
• This
lab asks each student to maintain each of the System Settings parameters.
• Students
also modify some of the default web.config settings to see the effects
on the Microsoft CRM User Interface.
After completing
this module, students will be able to:
• Set
several system settings that control various system-wide functionalities
• Understand
the use of the web.config file and the system functionality which it controls
Chapter 5: Microsoft CRM Customization
This lesson explains concepts related to customizing Microsoft CRM and planning customizations for a CRM Implementation.
Lessons
• Microsoft
CRM Design Focus
• Levels
of Customization
• Microsoft
CRM Customization Architecture
• Use
of Supported Methods
• Available
Customizations
• Customization
Tactics
• Customization
Method
After completing
this module, students will be able to:
• Make
appropriate choices about customization strategies.
• Recognize
which levels customizations can be made and by whom.
• Understand
how the Microsoft Architecture influences how and where you customize
Microsoft CRM.
• Recognize
the importance of using supported methods of customization.
• Recognize
some of the ways that Microsoft CRM can be customized.
• Recognize
different ways that you can apply customizations.
• Recognize
some basic elements in an effective customization methodology.
Chapter 6: Basic Customizations
This lesson explains how to use the Microsoft CRM Customization tools to perform basic customization tasks with Microsoft CRM.
Lessons
• Customization
Concepts
• Basic
Customization Capabilities
• Permissions
Needed
• Customization
Process
• Reusing
Customizations
• Form
Customization
• Customizing
Attributes
• Previews
• View
Customization
• Rename
a Customizable Entity
• Changing
System Messages
• Modify
the on-line help
Lab - Form
Customization
• Modify
Tabs
• Modify
Sections
• Modify
Fields
Lab - Form
Customization
• Case
Form Customization
Lab - Create
a Custom Attribute
• Adding
Attributes
• Modifying
Attributes
• Deleting
Attributes
Lab - Create
and Modify Views
• Create
a View
• Configure
a View
• Share
A View
Lab - Changing
the Name of an entity
• Change
the entity Name
• Modify
entity forms and Views
• Change
Attribute Display names
• Customize
messages
• Modify
affected reports
• Modify
on-line help content
After completing
this module, students will be able to:
• Describe
basic Microsoft CRM Customizations.
• Understand
the basic capabilities of the Microsoft CRM Customization tools.
• Understand
the security privileges necessary to perform customizations.
• Apply
customizations.
• Re-use
customizations.
• Customize
forms.
• Create
custom entity attributes.
• Modify
Previews.
• Customize
Views.
• Re-name
an existing entity.
• Modify
the on-line help.
Chapter 7: Report Customization
This lesson explains how to create and customize Microsoft CRM Reports using SQL Server 2000 Reporting Services and Microsoft Office 2003 applications.
Lessons
• Reporting
and CRM
• Core
Concepts
• Transition
to SQL Server 2000 Reporting Services
• Reporting
Services Overview
• Microsoft
CRM Reporting Features
• Creating
Excel Reports
• Edit
and Organize Reports
• Deploying
and Removing Reporting Services Reports
• Control
Access to Reports
• Reporting
Services Report Designer
• Modify
Existing Reporting Services Reports
• Microsoft
CRM Pre-Filtering
• Scheduled
Reports
Lab - Create
Excel Reports
• Export
records to Excel
• Upload
the Report to Microsoft CRM
Lab - Create
a Simple Reporting Services Report
• Use
the Report Wizard
After completing
this module, students will be able to:
• Basic
understanding of SQL Reporting Services
• Create
a new Report
• Modify
Existing Reports
• Organize
Reports
• Deploy
Reports
•