MS Dynamics CRM
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The document provides a comprehensive overview of Microsoft Dynamics CRM functionalities including sales, marketing, service management, and customization. It details module topics such as lead management, case handling, marketing campaign execution, and analysis tools, highlighting training for effective system usage. Additionally, it covers user configuration, business management, and data management processes essential for optimizing CRM capabilities.
MS Dynamics CRM
- 1. MS Dynamics CRM - Functional A) MSCRM Basics i) MSCRM Introduction ii) MSCRM Architecture, Layers and Technology iii) MSCRM Basic Navigations iv) Accounts, Contacts , Activities B) Sales & Marketing Management i) Lead Management ii) Opportunity Management iii) Product Management iv) Campaign Management
- 2. C) D) E) F) G) v) Marketing List Management vi) Quotes, Order, Invoice Management vii) Competitors and Goal Management viii) Sales Literature and Marketing Materials Service Management i) Case Management ii) Service Management iii) Contract Management iv) Knowledge Base Article Management Business Management i) Fiscal Year, Business Closures ii) Goal Metrics iii) Facilities and Equipment’s iv ) Queue management (Configuring POP3, SMTP, Gmail) v) Resource Group vii) Quota, Sales Territories, Site Management viii) Subjects, Connection & Relationship Roles. Administration i) System Settings, Server Settings ii) Business Unit, Security Roles creations. iii) Field Security Profiles iv) Team, User Creation v) Access and Privileges vii) Auto Numbering, Languages Settings Database Management i) Data Imports ii) Data Maps iii) Templates of Data Imports iv) Duplicate Detection Settings, Rules, Jobs v) Bulk Deletion Customization & Solutions i) Customization of System Entity, Custom Entity ii) Entity Creation, Attribute Creations iii) Form Creation, Section, Tabs, I frames, iv) Relationship (1:N, N:1, N:N) v) Views creation vi) Templates creation (Email, Contract, KB) vii) Understanding Solutions
- 3. H) I) J) K) viii) Import & Export Customization Document Management i) Document Management ii) Share point Document Locations iii) Components Management Report Management i) Reports, Dashboard Creations ii) Customizing Reports iii) Import and Exports of Reports iv) Customizing RDL files with Business Intelligence Studio (Basic) Goal Management i) Goal Audit Settings ii) Entity and Field Audit Settings iii) Audit Log Management iv) Audit Summary Workflow/Process Creations i) Process Creations ii) Process Triggers, Loops, Branch, Chain iii) Process Export, Import and Publish iv) Workflow Rules MS Dynamics CRM – Technical L) MSCRM Basics i) MSCRM Introduction ii) MSCRM Architecture, Layers and Technology iii) MSCRM Basic Navigations iv) Accounts, Contacts , Activities M) Customization & Solutions i) Customization of System Entity, Custom Entity ii) Entity Creation, Attribute Creations iii) Form Creation, Section, Tabs, I frames, iv) Relationship (1:N, N:1, N:N) v) Views creation
- 4. vi) Templates creation (Email, Contract, KB) vii) Understanding Solutions viii) Import & Export Customization N) Report Management i) Dashboard Creations ii) Customizing Reports iii) Import and Exports of Reports iv) Customizing RDL files with Business Intelligence Studio (Basic) O) Web services i) Plugin Registration Tools ii) Writing and Registering Plugins iii) Deregistration of Plugins iv) Sy P) ISV/Plugins i) Plugin Registration Tools ii) Writing and Registering Plugins iii) Deregistration of Plugins iv) System integrations iii) Components Management Q) Client Side Scripting i) Events : OnLoad, OnSave, OnChange ii) ISV & Sitemap (XML) iii) Creating Custom Button, Checkbox, custom logic, iv) Who am I R) Server Side Scripting i) Web services (Discovery, Metadata, CRM) ii) Methods(Create, Modify, Delete, Fetch) iii) Creating Solution with .NET Course Snapshot
- 5. Marketing Automation in Microsoft Dynamics CRM 2011 (80290A) Module 1: Introduction This module introduces you on how to use Microsoft Dynamics CRM to extend the effectiveness of your marketing department and provides context of how to use things such as marketing campaigns, marketing lists, and campaign templates in Microsoft Dynamics CRM. Benefits of Closed Loop Marketing Creating and Using Marketing Lists Marketing Campaigns and Quick Campaigns Quick Campaigns Introduction to Marketing Campaigns Creating a Marketing Campaign Creating and Using Campaign Templates Importing Leads Lab : Quick Campaigns Lab : Create a Marketing Campaign After completing this module, students will be able to: Identify the benefits of closed loop marketing. Create and use marketing lists. Identify when to use a quick campaign or a marketing campaign. Examine the purpose of quick campaigns and the key steps to create one. Review the purpose and elements of marketing campaigns. Planning marketing campaigns. Create and use campaign templates. Import Leads from Microsoft Office Excel files. Module 2: Implementing and Managing Marketing Campaigns This module discusses the role of campaign activities and marketing lists in campaigns. It also discusses how to associate sales literature, target products and price lists with marketing campaigns. Lessons Campaigns, Campaign Activities and Marketing Lists Creating and Using Email Templates Sales Literature, Products and Price Lists Distributing Campaign Activities Capturing and Viewing Campaign Responses Working with Campaign Responses
- 6. Lab : Create a Campaign Response After completing this module, students will be able to: Understand the role of campaign activities and marketing lists in campaigns. Create and use Email Templates for use in marketing campaigns. Associate sales literature, target products and price lists with marketing campaigns. Distribute campaign activities. Capture and manage campaign responses. Module 3: Analysis, Reporting and Goals This module discusses the built-in marketing reports that can be used to review campaign performance and compare campaigns. It also explains how to create and manage sales goals within the organization. Analyzing Marketing Information with Lists, Views and Charts Working with Reports Creating and Managing Marketing Goals Creating Charts Customizing and Working with Dashboards Lab : Create a Personal Chart for Appointments Lab : Goal Management After completing this module, students will be able to: Use Lists, Views and Charts to gain insight into important sales information. Use the built-in marketing reports to review campaign performance and compare campaigns. Create custom reports with the Report Wizard. Create and manage sales goals for individuals, teams, and the organization. Analyze marketing information with Personal Charts and System Charts. Use Dashboards to analyze marketing information. Sales Management in Microsoft Dynamics CRM 2011 (80291A) Module 1: Introduction This module introduces the capabilities of Microsoft Dynamics CRM that allow you to track and manage the sales process from potential to close. Overview of the Sales Process in Microsoft Dynamics CRM Core Records in the Sales Process Tracking Competitors and Managing Sales Literature
- 7. Working with Leads Working with Opportunities Sales Processes, Workflows and Dialogs Lab : Qualify and Convert Leads Lab : Running a Dialog Process After completing this module, students will be able to: Gain a conceptual understanding of the Microsoft Dynamics CRM sales process. Understand the role of the core record types used in Microsoft Dynamics CRM Sales Management. Identify when and how to use the Competitors and Sales Literature record types. Identify when to use leads to qualify or disqualify opportunities. Create, work with and close opportunities. Reopen opportunities. Use process dialogs to automate lead and opportunity management. Module 2: Working with the Product Catalog This module describes the role of the product catalog in Microsoft Dynamics CRM and the benefits of using it. It shows the tasks that are required to configure a product catalog, including setting up and maintaining unit groups, products, and price lists. It also describes and demonstrates the important role of the product catalog and price lists in the sales process. The Product Catalog and the Sales Process Unit Groups Adding and Maintaining Products Creating, Maintaining and Using Price Lists Lab : Create a Special Offer Price ListLab : Use a Special Offer Price List for an Opportunity After completing this module, students will be able to: Identify the features and benefits of the product catalog. Create and maintain unit groups for the product catalog. Add products to the product catalog, and describe the use of kit products and substitute products. Create price lists and configure for different customers, marketing campaigns and special offers. Set up different price lists for different types of customers and marketing campaigns. Module 3: Sales Order Processing This module discusses the tools used to capture important sales information and uncover new business opportunities. Although, quotes, orders, and invoices are an important part of the sales processes and provide a complete view of the customer, implementing a sales process allows users to initiate, track, and close sales consistently and efficiently.
- 8. The Microsoft Dynamics CRM Sales Order Process Opportunities, Quotes, and the Sales Process Working with Orders Working with Invoices Lab : Create Multiple Quotes from an Opportunity Lab : Convert a Quote to an Order After completing this module, students will be able to: Identify what constitutes a complete sales transaction. Understand how opportunities and quotes are related to each other, and how they can be used together in the sales process. 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 4: Analysis, Reporting and Goals This course discusses a number of tools you can use to analyze and report on sales-related information in Microsoft Dynamics CRM. Analyzing Sales Information with Lists, Views and Charts Working with Reports Exporting Sales Information to Microsoft Office Excel Creating and Managing Sales Goals Creating Charts Dashboards Lab : Create a Sales Goal for Opportunities After completing this module, students will be able to: Use Lists, Views, and Charts to obtain important sales information. Use sales reports to review potential opportunities, forecast revenue, and analyze sales productivity. Create custom reports with the Report Wizard. Export the results of an Advanced Find or view a Microsoft Excel spreadsheet using the Export to Excel feature. Create and manage sales goals for individuals, teams, and your organization. Create and share personal charts and system charts. Work with and create dashboards. Service Management in Microsoft Dynamics CRM 2011(80292A) Module 1: Introduction
- 9. 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. Getting Started with Service Management Cases and the Service Management Process Queues and Contracts in Service Management Working with Cases in the Case Grid Lab : Assigning Cases and Default Queues After completing this module, students will be able to: Understand the fundamental record types used in Microsoft Dynamics CRM for Service Management. Identify how the service management process flows helps organizations manage and resolve cases and provide efficient customer service. Understand Queues and Contracts. Work with cases in the case grid. Module 2: Working with Cases and Contracts This module explains cases and contracts and about how they can be used together in service management functions. Creating Case Records Working with Cases Contracts and Contract Templates Creating and Working with Contracts Using Contracts with Cases Lab : Resolving a Case with a Contract After completing this module, students will be able to: Identify the steps required to create a new case. Understand the impact of activities and procedures for using the knowledge base. Understand the components of contracts. Create and manage contract templates. Create and manage contracts. Understand the role of contract lines and add contract lines to a contract. Associate contracts with cases. Understand the case resolution process when contracts are used. Module 3: Using the Knowledge Base This module explains how to use the knowledge base and discusses how organizations can browse, locate, and share information in the repository.
- 10. Article Templates Creating, Approving and Publishing Articles Using and Searching the Knowledge Base Cases and Knowledge Base Articles Lab : Managing Knowledge Base Articles After completing this module, students will be able to: Create, activate, deactivate and delete Knowledge Base article templates. Examine the complete process of creating, editing and publishing Knowledge Base articles. Search for Knowledge Base articles through the Workplace, Service and Advanced Find. Search articles from within a case record. Utilize articles to assist in resolving cases. Module 4: Working with Teams and Queues This course discusses how to create, manage and use teams and queues in Microsoft Dynamics CRM. Introduction to Teams Introduction to Queues Creating and Managing Queues Working with Queues and Queue Items Using Workflows with Queues Lab : Routing Cases to Queues After completing this module, students will be able to: Create, manage, and work with Teams. Identify uses of queues for sales and customer service. Define steps involved in creating and managing queues. Work with queue items. Identify how queues and workflows can be used together to increase efficiency. Module 5: Analysis, Reporting and Goals This module discusses the many methods available for analyzing and reporting on service management information in Microsoft Dynamics CRM. Service Management Reports Service Management Charts and Dashboards Goal Management for Service Lab : Goal and Goal Metrics After completing this module, students will be able to:
- 11. Work with pre-configured service management reports. Build personal and system charts and dashboards to provide insight into important service management information. Use the Goal Management features to create and manage goals for service management. Service Scheduling in Microsoft Dynamics CRM 2011 (80293A) Module 1: Introduction This module discusses the scheduling process, scheduling engine, and scheduling service activities in detail since they are key entry points in the scheduling process. Service Scheduling Overview Service Scheduling Scenarios Service Scheduling Process Working with Service Activities and the Service Calendar Closing, Canceling, or Rescheduling a Service Activity Using Charts and Reports to Analyze Service Activities Lab : Create a Service Activity with a Selection Rule After completing this module, students will be able to: Discuss key service scheduling concepts. Compare service scheduling business scenarios. Understand the service scheduling process flow. Set up a Work Schedule for a User, Facility or Equipment. Create service activities and navigate and book service activities in the Service Calendar. Close, cancel or reschedule service activities Analyze service activity information using charts. Module 2: Advanced Topics This module presents how to use service scheduling in situations that have complex scheduling requirements Understanding the Service Activity Scheduling Engine Resources, Services and Selection Rules Incorporating Customer Preferences Resource and Service Capacity Requirements Understanding Sites and Same-Site Requirements Lab : Schedule a Service with a Same-Site Requirement After completing this module, students will be able to:
- 12. Identify the role and importance of the Service Activity Scheduling Engine. Explain how service activity records synchronize with Microsoft Office Outlook in Microsoft Dynamics CRM. Create and modify Selection Rules for the resources required to perform a service activity. Incorporate customer preferences when scheduling service activities. Configure resources and build selection rules to perform capacity scheduling. Describe the importance of sites, how to associate resources with a site, and how to impose same-site restrictions on a resource selection rule. Microsoft Dynamics CRM 2011 Customization and Configuration (80294A) Module 1: Business Units and Security Roles This module explains how to create and configure Business Units in Microsoft Dynamics CRM. It also explains the design principles behind Security Roles, and how to create and modify new Security Roles. Business Units Managing Business Units Security Features Lab : Maintaining Business Units Lab : Copying and Creating Roles After completing this module, students will be able 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 Identify the guidelines that control maintenance of business units Create and maintain business units in Microsoft Dynamics CRM 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
- 13. Identify best practices to follow when configuring Security Roles Module 2: Configuring Users and Teams This module describes how to create and configure Users and Teams in Microsoft Dynamics CRM. The module explains the interaction between Active Directory and Users and examines how to assign Security Roles to both Users and Teams. User Management Overview Adding and Maintaining User Accounts Team Configuration Lab : Managing User Accounts Lab : Managing Teams After completing this module, students will be able 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 3: Customizing Microsoft Dynamics CRM Overview This module describes the customization architecture of CRM. The principles behind Solutions and their components are introduced. Customization Methodology Who can Customize Microsoft Dynamics CRM? Types of Customizations Types of Customizations - Solutions Lab : Creating a Solution After completing this module, students will be able to: Recognize the importance of defining and using an effective implementation methodology as you develop customizations Identify how the Microsoft Dynamics CRM architecture influences how and where you customize Microsoft Dynamics CRM Recognize the types of customizations that can be made based on the default Microsoft Dynamics CRM security roles Recognize some of the ways that Microsoft Dynamics CRM can be customized Identify which customizations require publishing and the various ways to publish your customizations Understand the use of Solutions
- 14. Discover how you can re-use customizations by exporting Solutions made in one deployment and importing them into another Create a new Solution Identify the components of Solutions Identify the differences between Managed and Unmanaged Solutions Configure properties of Managed Solution Components Module 4: Customizing Fields This module explains the use of fields in Microsoft Dynamics CRM. The module describes the concept of data types and formats for fields; and, how to create them in for system and custom entities. Customization Concepts Field Data Types Field Properties Creating Fields Creating Option Sets Lab : Creating a Custom Field Lab : Creating and Using a Separate Option Set After completing this module, students will be able to: Review the types of fields available in the system Describe the different Data Types available Describe the different Field Properties Create and edit fields to meet the business needs of your organization Examine how to create, configure and delete Option Sets Module 5: Customizing Entities This module describes the concept of an entity in Microsoft Dynamics CRM. The module explains how to create new entities and the various configuration options available. It explains the difference between standard and activity entities and the different scenarios in which they can be used. Lessons Entity Concepts Modifying Custom Entities Lab : Creating Custom Entities Lab : Modifying Entities After completing this module, students will be able to: Review the types of entities available in the system Configure security settings to control access to and maintenance of custom entities
- 15. Edit Existing Entities to meet the business needs of your organization Examine how to create, configure, and delete custom entities Configure the properties in a Managed Solutions Module 6: Customizing Relationships and Mappings This module explains the purpose of entity relationships in Microsoft Dynamics CRM. The module describes how to create and customize 1:N, N:1 and N:N relationships and explains the difference between native and manual N:N relationships. Lessons Types of Entity Relationships Creating Entity Relationships Entity Mapping Lab : Create a Manual N:N Relationship Lab : Create a Mapping After completing this module, students will be able to: Identify the various types of supported Relationships that can link custom entities with other custom entities and with system entities Understand 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 field mapping facilitates data entry when new records related to a parent record are created Module 7: Customizing Forms, Views and Charts This module explains the design, creation and customization of Views, Charts and Forms. Views design includes the use of filters and columns lists; and, the idea of system and personal views. The module goes on to explain how to create charts and how to configure charts for various Microsoft Dynamics CRM areas. Form design is covered in detail, including the use of web components on forms, form security and filtered lookups. Basic UI Customization Capabilities View Customization Overview Charts Form Customization Overview Other Form Objects Creating New Forms Lab : View Customization Lab : Creating Charts Lab : Forms Design After completing this module, students will be able to:
- 16. Introduce the basic user interface components that can be customized to meet your organization's business requirements Identify the different ways in which a view can be customized Understand the use of Charts with Views, including drill-down capabilities Examine the method of creating and configuring Charts for entities Identify the features of the form customization tool Investigate the other form objects available Identify how to add, maintain and organize fields on a form Module 8: Configuring Field Security This module explains the concept of field security in Microsoft Dynamics CRM. The module describes how to create and implement Field Security Profiles and how those profiles complement the other security mechanisms in Microsoft Dynamics CRM. Field Security Scope Field Security and Other Security Methods Lab : Creating and Testing a Field Security Profile Lab : Modify Field Security After completing this module, students will be able to: Understand the use of field level security in Microsoft Dynamics CRM Create and maintain Field Security Profiles Understand how field permission work with Field Security Profiles Implement Field Security Profiles by assigning them to Users and Teams Examine how field security interacts with entity and record security Module 9: Configuring Auditing This module describes the auditing architecture of Microsoft Dynamics CRM. It explains how auditing can be enabled at three levels in Microsoft Dynamics CRM: system, entity and field. The module describes how to view and interpret auditing data. Enabling Auditing Viewing Audit Data Managing Audit Partitions Lab : Configure Auditing After completing this module, students will be able to: Understand the architecture of auditing Examine the use of audit partitions Identify the actions that can be audited Identify the different types of entities that are audited by default Understand how to turn on auditing and select the entity types to be audited
- 17. Set auditing for individual attributes of auditable entities Examine audit logs Manage audit partitions Module 10: Configuring Solutions This module builds on the principles described in module 3 to explain how to create and configure Solutions. The module describes the difference between managed and unmanaged Solutions and illustrates the methods used to export and import both types. Solutions Review Exporting and Importing Unmanaged Solutions Exporting and Importing Managed Solutions Lab : Unmanaged Solutions Lab : Exporting and Importing Managed Solutions After completing this module, students will be able to: Review the attributes and functions of Solutions Identify how to Export and Import unmanaged Solutions Examine the effect of importing unmanaged Solutions Identify how to Export and Import managed Solutions Examine the effect of importing managed Solutions Microsoft Dynamics CRM 2011 Customization and Configuration (80294A) Module 1: Business Units and Security Roles This module explains how to create and configure Business Units in Microsoft Dynamics CRM. It also explains the design principles behind Security Roles, and how to create and modify new Security Roles. Business Units Managing Business Units Security Features Lab : Maintaining Business Units Lab : Copying and Creating Roles After completing this module, students will be able 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
- 18. Identify the guidelines that control maintenance of Business Units Create and maintain Business Units in Microsoft Dynamics CRM Identify the guidelines that control maintenance of business units Create and maintain business units in Microsoft Dynamics CRM 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 2: Configuring Users and Teams This module describes how to create and configure Users and Teams in Microsoft Dynamics CRM. The module explains the interaction between Active Directory and Users and examines how to assign Security Roles to both Users and Teams. User Management Overview Adding and Maintaining User Accounts Team Configuration Lab : Managing User Accounts Lab : Managing Teams After completing this module, students will be able 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 3: Customizing Microsoft Dynamics CRM Overview This module describes the customization architecture of CRM. The principles behind Solutions and their components are introduced. Customization Methodology Who can Customize Microsoft Dynamics CRM? Types of Customizations
- 19. Types of Customizations - Solutions Lab : Creating a Solution After completing this module, students will be able to: Recognize the importance of defining and using an effective implementation methodology as you develop customizations Identify how the Microsoft Dynamics CRM architecture influences how and where you customize Microsoft Dynamics CRM Recognize the types of customizations that can be made based on the default Microsoft Dynamics CRM security roles Recognize some of the ways that Microsoft Dynamics CRM can be customized Identify which customizations require publishing and the various ways to publish your customizations Understand the use of Solutions Discover how you can re-use customizations by exporting Solutions made in one deployment and importing them into another Create a new Solution Identify the components of Solutions Identify the differences between Managed and Unmanaged Solutions Configure properties of Managed Solution Components Module 4: Customizing Fields This module explains the use of fields in Microsoft Dynamics CRM. The module describes the concept of data types and formats for fields; and, how to create them in for system and custom entities. Customization Concepts Field Data Types Field Properties Creating Fields Creating Option Sets Lab : Creating a Custom Field Lab : Creating and Using a Separate Option Set After completing this module, students will be able to: Review the types of fields available in the system Describe the different Data Types available Describe the different Field Properties Create and edit fields to meet the business needs of your organization Examine how to create, configure and delete Option Sets Module 5: Customizing Entities
- 20. This module describes the concept of an entity in Microsoft Dynamics CRM. The module explains how to create new entities and the various configuration options available. It explains the difference between standard and activity entities and the different scenarios in which they can be used. Lessons Entity Concepts Modifying Custom Entities Lab : Creating Custom Entities Lab : Modifying Entities After completing this module, students will be able to: Review the types of entities available in the system Configure security settings to control access to and maintenance of custom entities Edit Existing Entities to meet the business needs of your organization Examine how to create, configure, and delete custom entities Configure the properties in a Managed Solutions Module 6: Customizing Relationships and Mappings This module explains the purpose of entity relationships in Microsoft Dynamics CRM. The module describes how to create and customize 1:N, N:1 and N:N relationships and explains the difference between native and manual N:N relationships. Lessons Types of Entity Relationships Creating Entity Relationships Entity Mapping Lab : Create a Manual N:N Relationship Lab : Create a Mapping After completing this module, students will be able to: Identify the various types of supported Relationships that can link custom entities with other custom entities and with system entities Understand 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 field mapping facilitates data entry when new records related to a parent record are created Module 7: Customizing Forms, Views and Charts This module explains the design, creation and customization of Views, Charts and Forms. Views design includes the use of filters and columns lists; and, the idea of system and personal views.
- 21. The module goes on to explain how to create charts and how to configure charts for various Microsoft Dynamics CRM areas. Form design is covered in detail, including the use of web components on forms, form security and filtered lookups. Basic UI Customization Capabilities View Customization Overview Charts Form Customization Overview Other Form Objects Creating New Forms Lab : View Customization Lab : Creating Charts Lab : Forms Design After completing this module, students will be able to: Introduce the basic user interface components that can be customized to meet your organization's business requirements Identify the different ways in which a view can be customized Understand the use of Charts with Views, including drill-down capabilities Examine the method of creating and configuring Charts for entities Identify the features of the form customization tool Investigate the other form objects available Identify how to add, maintain and organize fields on a form Module 8: Configuring Field Security This module explains the concept of field security in Microsoft Dynamics CRM. The module describes how to create and implement Field Security Profiles and how those profiles complement the other security mechanisms in Microsoft Dynamics CRM. Field Security Scope Field Security and Other Security Methods Lab : Creating and Testing a Field Security Profile Lab : Modify Field Security After completing this module, students will be able to: Understand the use of field level security in Microsoft Dynamics CRM Create and maintain Field Security Profiles Understand how field permission work with Field Security Profiles Implement Field Security Profiles by assigning them to Users and Teams Examine how field security interacts with entity and record security Module 9: Configuring Auditing
- 22. This module describes the auditing architecture of Microsoft Dynamics CRM. It explains how auditing can be enabled at three levels in Microsoft Dynamics CRM: system, entity and field. The module describes how to view and interpret auditing data. Enabling Auditing Viewing Audit Data Managing Audit Partitions Lab : Configure Auditing After completing this module, students will be able to: Understand the architecture of auditing Examine the use of audit partitions Identify the actions that can be audited Identify the different types of entities that are audited by default Understand how to turn on auditing and select the entity types to be audited Set auditing for individual attributes of auditable entities Examine audit logs Manage audit partitions Module 10: Configuring Solutions This module builds on the principles described in module 3 to explain how to create and configure Solutions. The module describes the difference between managed and unmanaged Solutions and illustrates the methods used to export and import both types. Solutions Review Exporting and Importing Unmanaged Solutions Exporting and Importing Managed Solutions Lab : Unmanaged Solutions Lab : Exporting and Importing Managed Solutions After completing this module, students will be able to: Review the attributes and functions of Solutions Identify how to Export and Import unmanaged Solutions Examine the effect of importing unmanaged Solutions Identify how to Export and Import managed Solutions Examine the effect of importing managed Solutions Microsoft Dynamics CRM 2011 Installation and Deployment (80296A) Module 1: Microsoft Dynamics CRM Components
- 23. This module examines the core components of a Microsoft Dynamics CRM deployment. Microsoft Dynamics CRM Components Microsoft Dynamics CRM Server Microsoft Dynamics CRM for Office Outlook Microsoft Dynamics CRM E-mail Router Microsoft SQL Server 2008 Microsoft Dynamics CRM Reporting Extensions Microsoft Dynamics CRM Language Packs Microsoft SharePoint Internet Information Services Active Directory Internet Facing Deployment and Active Directory Federation Services After completing this module, students will be able to: Discover which components are required for a 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. Review the role of Microsoft Dynamics CRM E-mail Router in processing incoming and outgoing e-mail. Review the role of Microsoft SQL Server and the databases employed by Microsoft Dynamics CRM. Review the role of Microsoft Dynamics CRM Reporting Extensions. Review the role of Microsoft Dynamics CRM Language Packs. Review the role of Microsoft SharePoint in a Microsoft Dynamics CRM deployment. Discuss the role of Internet Information Services (IIS) in a Microsoft Dynamics CRM deployment. Examine the role of Active Directory in a Microsoft Dynamics CRM deployment. Examine the role of Active Directory Federation Services in a Microsoft Dynamics CRM Internet-facing deployment. Module 2: Planning the Installation This module describes the some of the considerations in planning a Microsoft Dynamics CRM deployment and the hardware and software requirements necessary for deployment. Planning the Microsoft Dynamics CRM Deployment Privileges for the Installation User Supported Server Technologies Hardware Requirements
- 24. Software Requirements Active Directory and Microsoft Dynamics CRM 2011 Securing Network Traffic Microsoft Dynamics CRM Offerings Microsoft Dynamics CRM 2011 Licensing Model After completing this module, students will be able to: Identify the need for planning a Microsoft Dynamics CRM Deployment. Identify the required privileges for the installation user. Identify the supported server topologies. Examine the hardware requirements for each component of the Microsoft Dynamics CRM implementation. Review the software requirements for each component of a Microsoft Dynamics CRM implementation. Identify the Active Directory configurations supported by Microsoft Dynamics CRM 2011. Examine how network traffic to and from the Microsoft Dynamics CRM Server can be encrypted. Identify the editions of Microsoft Dynamics CRM 2011. Examine the licensing model used by Microsoft Dynamics CRM 2011. Module 3: Microsoft Dynamics CRM Server Installation This module describes the components that are installed during Microsoft Dynamics CRM Server Setup and the installation procedures and options. Microsoft Dynamics CRM Server Architecture Components Installed During Server Setup Microsoft Dynamics CRM Website Required Installation Rights for Microsoft Dynamics CRM Server Install Microsoft Dynamics CRM 2011 Server Installation Troubleshooting Post-Installation Tasks Install Microsoft Dynamics CRM using the Command Line Sample Data Lab : Install Microsoft Dynamics CRM 2011 Server Lab : Load Sample Data After completing this module, students will be able to: Review the components of the Microsoft Dynamics CRM Server architecture. Identify the components that are installed during Microsoft Dynamics CRM Server Setup. Review the options for creating the Microsoft Dynamics CRM Server website. Review the rights required to install Microsoft Dynamics CRM Server.
- 25. Install Microsoft Dynamics CRM Server. Review installation troubleshooting and identify known issues. Identify the tasks and configuration settings that are completed after the installation of Microsoft Dynamics CRM Server. Examine how to install Microsoft Dynamics CRM using the command line. Examine how sample data can be added to a Microsoft Dynamics CRM implementation. Module 4: Microsoft Dynamics CRM 2011 Reporting Extensions This module provides an overview of the report types that are available in Microsoft Dynamics CRM 2011 and the role of Reporting Extensions. Microsoft Dynamics CRM 2011 Reporting Overview Microsoft Dynamics CRM Reporting Extensions Installing Microsoft Dynamics CRM Reporting Extensions Microsoft Dynamics CRM Reporting Authoring Extension Lab : Install Reporting Extensions After completing this module, students will be able to: Examine the two types of Reporting Services reports. Review when Microsoft Dynamics CRM Reporting Extensions is required. Identify the requirements for installing Microsoft Dynamic CRM Reporting Extensions. Review when Microsoft Dynamics CRM Report Authoring Extension is required. Module 5: Installing and Deploying the E-mail Router This module discusses the role of the E-mail Router and installing and configuring the E-mail Router. Understanding the E-mail Router Install the E-mail Router and Rule Deployment Wizard Configure the E-mail Router Set Up a Forward Mailbox Deploy Inbox Rules Approve E-mail Addresses Install the E-mail Router on Multiple Computers Troubleshooting Discussion - E-mail Router Lab : Install the E-mail Router Lab : Configure the E-mail Router After completing this module, students will be able to: Examine the role of the Microsoft Dynamics CRM E-mail Router in a Microsoft Dynamics CRM deployment.
- 26. Discover how the Microsoft Dynamics CRM E-mail Router processes incoming e-mail and outgoing e-mail messages. Install the Microsoft Dynamics CRM E-mail Router. Review the E-mail Router configuration options. Examine how to create a forward mailbox. Review the purpose of deploying forwarding rules. Review the requirement to approve e-mail addresses. Review options for installing the E-mail Router on multiple computers. Review troubleshooting tips. Module 6: Microsoft Dynamics CRM for Microsoft Office Outlook This module describes the installation requirements for the Microsoft Dynamics CRM for Outlook client and how to install and configure the client. Microsoft Dynamics CRM for Outlook Overview Installation Requirements Deployment Methods Install Microsoft Dynamics CRM for Outlook Configure Microsoft Dynamics CRM for Outlook Configure User E-mail Settings Installing Microsoft Dynamics CRM for Outlook using the Command Line Using Microsoft Dynamics CRM for Outlook with Offline Capability Lab : Install Microsoft Dynamics CRM for Outlook Lab : Offline Capability After completing this module, students will be able to: Identify the features of Microsoft Dynamics CRM 2011 for Outlook. Review the hardware and software requirements for Microsoft Dynamics CRM for Outlook. Identify the deployment methods for installing Microsoft Dynamics CRM for Outlook. Install Microsoft Dynamics CRM for Outlook. Configure Microsoft Dynamics CRM for Outlook to connect to Microsoft Dynamics CRM organizations. Configure user settings and options related to e-mails. Install Microsoft Dynamics CRM for Outlook using the command line. Review how Microsoft Dynamics CRM for Outlook with offline capability works and how to configure the offline database. Module 7: Configure an Internet Facing Deployment This module describes how to configure a Microsoft Dynamics CRM 2011 deployment for access over the Internet and configuring claims-based authentication. Overview of Claims-Based Authentication
- 27. General Requirements Certificates Install Active Directory Federation Services 2.0 Configure AD FS 2.0 Configure Claims-Based Authentication Configure Internet-Facing Deployment After completing this module, students will be able to: Provide a background to claims-based authentication. Describe the requirements for configuring an Internet-Facing Deployment. Review the certificates required for an Internet-facing Deployment. Identify the steps to install Active Directory Federation Service 2.0. Review the Active Directory Federation Service 2.0 configuration steps. Review the steps to configure claims-based authentication in Microsoft Dynamics CRM. Review the steps to configure an Internet-Facing Deployment in Microsoft Dynamics CRM. Module 8: Upgrading to Microsoft Dynamics CRM 2011 This module examines the planning considerations and the steps for upgrading an existing Microsoft Dynamics CRM 4.0 deployment to Microsoft Dynamics CRM 2011. Upgrade Considerations Upgrade Process Phases Phase 1 - Prepare to Upgrade Phase 2 - Establish the Test Environment Phase 3 - Upgrade and Validate the Test Environment Phase 4 - Upgrade and Validate the Production Deployment Perform an In-place Upgrade of Microsoft Dynamics CRM 4.0 Server Perform a Migration Upgrade of Microsoft Dynamics CRM 4.0 Server Perform a Connect to Existing Deployment Upgrade of Microsoft Dynamics CRM 4.0 Server Upgrading the Microsoft Dynamics CRM 4.0 E-mail Router Planning the Upgrade of Microsoft Dynamics CRM 4.0 for Outlook Upgrading Microsoft Dynamics CRM 4.0 for Outlook After completing this module, students will be able to: Identify the restrictions and requirements before starting an upgrade. Review the high-level phases of an upgrade process. Review the need for an upgrade strategy. Understand the need for a test environment. Identify the need to validate an upgrade of a test environment. Review the upgrade of the production deployment phase.
- 28. Identify the steps for an in-place upgrade of Microsoft Dynamics CRM 4.0 Identify the steps for a migration upgrade of Microsoft Dynamics CRM 4.0. Identify the steps for a Connect to existing deployment upgrade of Microsoft Dynamics CRM 4.0. Understand the upgrade process for the Microsoft Dynamics CRM 4.0 E-mail Router. Review issues with upgrading Microsoft Dynamics CRM 4.0 for Outlook. Understand the upgrade process for Microsoft Dynamics CRM 4.0 for Outlook. Module 9: Microsoft Dynamics CRM Deployment Manager This module examines redeploying Microsoft Dynamics CRM and the role of the Microsoft Dynamics CRM Deployment Manager in carrying out deployment-wide administrations tasks. Redeploying Microsoft Dynamics CRM Deployment Administrators Create a New Organization Manage Existing Organizations Importing Organizations Manage Servers Configure Access from the Internet Update Web Addresses View License Information Upgrade the Microsoft Dynamics CRM Edition Lab : Duplicate Adventure Works Cycles Organization After completing this module, students will be able to: Review why the redeployment of Microsoft Dynamics CRM is required. Describe the role of deployment administrators. Review the steps to create new organizations. Describe the management tasks for existing organizations. Describe how to add an existing organization database to the deployment. Review Microsoft Dynamics CRM Server management tasks. Review the high-level steps to configure access to Microsoft Dynamics CRM from the Internet. Describe how to update the Microsoft Dynamics CRM web addresses. Review Microsoft Dynamics CRM license information. Describe the Microsoft Dynamics CRM Edition upgrade options. Module 10: High Availability Options This module provides a high-level overview of the high-availability options for Microsoft Dynamics CRM. Install Microsoft Dynamics CRM Server on Multiple Computers Network Load Balancing
- 29. Clustering Microsoft SQL Server High-availability Options for Other Supporting Components After completing this module, students will be able to: Review the reasons for installing Microsoft Dynamics CRM on multiple computers. Describe the role of Network Load Balancing in providing enhanced scaling and availability. Describe the role of clustering Microsoft SQL Server in providing enhanced scaling and availability. Examine the high-availability options for other supporting components. Extending Microsoft Dynamics CRM 2011 (80295A) Module 1: Extensibility Overview This module introduces some of the basic concepts in Microsoft Dynamics CRM 2011, including a brief description of the xRM Application Framework, and the platform and features upon which it is built. The module also provides a review of the Security model, business logic, business entity and data access components. Finally the module contains a list of helpful skills and resources to assist in the development process. Objectives Introduction Extensibility Platform and Features Security Model Business Model Business Logic Business Entity Components Data Access Components and Platform Helpful Skills Resources Summary Test Your Knowledge Quick Interaction: Lessons Learned Solutions After completing this module, students will be able to: Describe how Microsoft Dynamics CRM 2011 is designed to be extended and the core extensibility features Explain how the Security Model affects custom development and design. Explain how "business logic" is incorporated Explain how entities are structured and defined within the xRM Framework
- 30. Examine how data access is handled with the application Recognize the skills developers will use to extend Microsoft Dynamics CRM 2011 and the resources available to them Module 2: Common Platform Operations This module explains how to use a number of common methods to access both system and custom entities in Microsoft Dynamics CRM 2011. It includes a detailed description of these methods and the available data types in the system. The module also contains a sample application that shows the audience how to create and update a Microsoft Dynamics CRM 2011 entity. Finally, it provides some helpful information about error handling. Objectives Introduction WCF Web Services Discovery Service Early versus Late-Binding Early-Bound Entity Class Late-Bound Entity Class Organization Service Authentication and Authorization Entity Information Working with Data Types Using the Create Method Using the Retrieve Method Using the Update Method Using the Delete Method Using the RetrieveMultipleMethod Summary Test Your Knowledge Solutions Lab : 2.1: Creating Leads Goal Description Need a Little Help? Step by Step Step by Step Lab :2.1: Account Management Application Goal Description Need a Little Help? Step by Step Step by Step
- 31. After completing this module, students will be able to: Discuss the use and benefits of the Windows Communication Foundation Use the Discovery Service web service to access Organization-level information Explain the difference between early and late-bound classes Use the code generation tool to create a file which contains multiple classes to use in early-bound code Develop custom code that used late-bound classes Reference and use the Organization Service Explain security dependencies Identify how Entity information is used with the Organization web service Identify the different Microsoft Dynamics CRM data types Use the Create method of the Organization Service class to create a new record in Microsoft Dynamics CRM Use the Retrieve method of the Organization class to retrieve a single record Use the Update method of the Organization Service class Use the Delete method of the Organization Service class Use the RetrieveMultiple method of the Organization Service class Identify how to manage exceptions thrown by the Microsoft Dynamics CRM platform Module 3: Querying Data and Executing Operations This module provides the audience a variety of ways to query the Microsoft Dynamics CRM database including: QueryAttribute, QueryByExpression, LINQ, FetchXML, Filtered views and OData. Additionally, the module describes the Execute method and explains how to use the OrganizationRequest and OrganizationResponse messages within Microsoft Dynamics CRM. Finally, the module explains how the Organization Service web service can be used to interact with Microsoft Dynamics CRM metadata.Lessons Objectives Introduction Querying in Microsoft Dynamics CRM 2011 Query Expression QueryByAttitude LINQ Queries FetchXML Filtered Views OData Execute Method Requests and Responses Using the MetadataService Web Service Summary Test Your Knowledge Quick Interaction: Lessons Learned
- 32. Solutions After completing this module, students will be able to: List querying options available to developers Use the QueryExpression class to retrieve records based on complex criteria Use the QueryByAttribute class for simple queries Identify the benefits and appropriate uses of LINQ when querying and interacting with data Demonstrate and explain the uses of FetchXML Examine how filtered views can be used to access data by using SQL Use and specify OData elements when querying Use the Execute method of the Organization Service for more specific platform operations Identify common Request and Response classes Access and update schema information through he Organization Service web service Module 4: Implementing Business Processes This module explains how to develop custom workflow activities for use within Microsoft Dynamics CRM. The functionality of Microsoft Dynamics CRM can be extended by writing custom workflow activities that run code when configured workflow or dialog rules are run. In addition, the module describes how to debug custom workflow activity code as well as how to use declarative workflows for On-premise deployments. Objectives Introduction Overview of Workflow Overview of Dialogues Setting up Custom Workflow Activity Assemblies Demonstration: Configuring a Custom Workflow Activity Creating Custom Workflow Activities Debugging Custom Workflow Activities Creating and Modifying Windows Workflow Foundation (XAML Workflows) Demonstration: Modifying an Existing Workflow in Visual Studio 2010 Summary Test Your Knowledge Quick Interaction: Lessons Learned Solutions After completing this module, students will be able to: Identify core workflow features in Microsoft Dynamics CRM
- 33. Review the basic concepts, terminology and benefits of using dialogues Examine the steps involved in developing and deploying custom workflow activities Create custom workflow activities Debug custom workflow activities Modify an existing Microsoft Dynamics CRM 2011 workflow in Visual Studio Module 5: Plug-ins This module provides the audience with an overview of Plug-ins. Plug-ins are powerful mechanisms used to extend the functionality of events for any entity in Microsoft Dynamics CRM 2011. The module reviews how plug-ins are used. It provides an explanation of the event framework, and examines Plug-ins as they pertain to Isolation, Trusts and Statistics. In addition the module illustrates how to develop Plug-ins, use impersonation and Entity Classes, and how to register, deploy and debug Plug-ins. Finally the module provides an overview of how to integrate Windows Azure with Microsoft Dynamics CRM 2011.Lessons Objectives Introduction Overview of Plug-ins Event Framework Plug-in Isolation, Trusts and Statistics Developing Plug-ins Impersonation in Plug-ins Entity Classes and Plug-ins Register and Deploy Plug-ins Debugging Plug-ins Windows Azure Integration with Microsoft Dynamics CRM 2011 Summary Test Your Knowledge Quick Interaction: Lesson Learned Solutions Lab : Creating a Plug-in After completing this module, students will be able to: Identify how Plug-ins can be used to extend Microsoft Dynamics CRM 2011 Review the event framework Examine Plug-in Isolation, Trusts and Statistics Develop Plug-ins Use impersonation in Plug-ins Register and deploy Plug-ins Debug Plug-ins
- 34. Integrate Windows Azure with Microsoft Dynamics CRM Module 6: Application Event Programming This module explains how to use the built-in features of the Microsoft Dynamics CRM application. It also shows how the Microsoft Dynamics CRM application behaves when forms are loaded or saved, field data changes, tabs change state, and when IFRAMES are loaded. In Microsoft Dynamics CRM, event handler code can be attached to five events. Objectives Introduction Using Jscript Libraries Form and Field Events Form Types Form Event Handler Execution Context Setting Event Dependencies Pass Parameters Using Best Practices in Writing Client-Side Code Debugging Client-Side Code Summary Test Your Knowledge Quick Interaction: Lessons Learned Solutions After completing this module, students will be able to: use JScript Libraries to Customize Microsoft Dynamics CRM Explore form and field events Explore form types Examine the form event handler execution context Identify how to set event dependencies Evaluate how parameters can be used within Microsoft Dynamics CRM 2011 forms Apply best practices when writing client-side code Identify how to debug client-side code Module 7: Client Extensions This module explains how to add custom buttons, menu items, and navigation areas so that custom solutions are included in Microsoft Dynamics CRM. It also explains how to modify the Application Navigation area and goes into detail on the ways to customize both the Site Map and the Ribbon. Objectives Introduction Customizing the Site Map
- 35. Customizing the Ribbon URL Addressable Forms and Views Summary Test Your Knowledge Quick Interaction: Lessons Learned Solutions After completing this module, students will be able to: Integrate web pages into the user interface by using the Site Map Describe the steps to modify the Ribbon Demonstrate the use of Custom Actions, Rules and Localizing Ribbon controls Describe how URL addressable forms can be used Module 8: Web Resources This module explains how the addition of custom web content (for example HTML, Images, Silverlight, JavaScript) to CRM forms is a common method that is used to extend CRM functionality. It describes a few examples of the use of client-side technology such as among others, adding custom validation, mashups with other applications and adding new applications (for example, Silverlight applications displaying Microsoft Dynamics CRM data). The module also describes how web resources are used to enable the storage of shared blocks of code or resources so that they can then be reused across the Microsoft Dynamics CRM web application. Objectives Introduction Overview of Web Resources Web Resource Management Referencing Web Resources Test Your Knowledge Quick Interaction: Lessons Learned Solutions After completing this module, students will be able to: Overview of the use of web resources in Microsoft Dynamics CRM 2011 Evaluate how parameters can be used Demonstrate how web resources are implemented and utilized Practice referencing web resources within other web resources