Microsoft CRM Installation and Configuration
Course 8526: Three days;
Instructor-Led
Course Fee:
$1497.00
Course Time: 3 days, 9:00 am - 4:00 pm, or 6 evenings, 6pm - 9pm
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:
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Business units
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Users
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Teams
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Security privileges and roles
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Database maintenance
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XML importing and exporting utilities
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Web configuration options.
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The course also examines the following administrative
tasks:
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Configure a Microsoft CRM server to use a new
SQL Server
|
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Redeploy an existing Microsoft CRM
installation to a new deployment
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Upgrade a Microsoft CRM 1.2 deployment to
Microsoft CRM 3.0
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Uninstall and Repair Microsoft CRM 3.0
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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
|
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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.
|
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Complete several Post-installation tasks,
including loading of sample data
|
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Configure Microsoft CRM business units,
users, and teams.
|
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Understand and manage the Microsoft CRM
security model, including security roles,
privileges, and access levels.
|
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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.
|
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Redeploy a Microsoft CRM installation
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Update a Microsoft CRM v1.2 installation to
3.0
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Uninstall Microsoft CRM 3.0 server and client
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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.
Microsoft Certification exams
No Microsoft Certification 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:
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Two virtual PC images of a server running
Microsoft CRM Server 2003; one for installing
Microsoft CRM and the other for redeploying
Microsoft CRM
|
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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
|
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A virtual PC image of a Microsoft CRM 1.2
deployment; this is used for upgrading Microsoft
CRM 1.2 to 3.0
|
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Copy of Microsoft CRM 3.0 and the default
sample data
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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
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Understanding the Microsoft CRM Components
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Microsoft CRM Server
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Microsoft CRM Clients
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Microsoft Exchange 2000 or 2003
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Microsoft SQL Server 2000 or 2005
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SQL Reporting Services 2000 or 2005
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Active Directory
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Internet Information Services
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Lab 1: Activity - Fill in the Blank Exercise
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This activity asks each student to fill in
the missing word(s) in a number of statements
involving the components covered in the chapter.
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After completing this Chapter, students should be
able to understand the role of the following components
in a Microsoft CRM 3.0 deployment:
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Microsoft CRM Server
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Microsoft CRM Clients
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Microsoft Exchange
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Microsoft SQL Server
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SQL Reporting Services
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Active Directory
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Internet Information Services
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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
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Planning your Microsoft CRM Deployment
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Hardware Requirements
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Software Requirements
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Supported Active Directory Configurations
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Support SQL Server Configurations
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Supported Microsoft Exchange Configurations
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Microsoft CRM 3.0 Licensing Model
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Staff Skills Review
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Lab 1: Activity - Matching Exercise
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This exercise asks each student to match the
correct term with each statement involving
planning issues.
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After completing this Chapter, students should be
able to:
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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.
|
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Understand the new Microsoft CRM licensing
model.
|
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Understand the various Active Directory
forest configurations supported by Microsoft CRM
3.0
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Understand the Microsoft Exchange and
Microsoft SQL Server configurations supported by
Microsoft CRM 3.0
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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
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Microsoft CRM Server Key Features
|
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Microsoft CRM Server Pre-Installation
Checklist
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Microsoft CRM Server Installation
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Microsoft CRM Server Post-Installation Review
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Microsoft CRM 3.0 Sample Databases
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Lab 1: Pre-installation Checklist
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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
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Lab 2: CRM Server Installation
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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.
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Lab 3: Post-Installation Review
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This lab asks each student to perform the
tasks in the post-installation checklist to
ensure the CRM Server installed correctly.
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Lab 4: Installing Microsoft CRM 3.0 Sample Data
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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.
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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.
|
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Install Microsoft CRM Server 3.0.
|
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Identify the post installation requirements
that must be performed to prepare Microsoft CRM
for use.
|
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Install, uninstall, and refresh a Microsoft
CRM sample database
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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
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Microsoft CRM Exchange E-mail Router
Pre-Installation Checklist
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Microsoft CRM Exchange E-mail Router
Installation
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Microsoft CRM Exchange E-mail Router
Post-Installation Review
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Microsoft CRM E-mail Queues
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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
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Lab 2: Microsoft CRM Exchange E-mail Router
Installation
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This lab asks each student to install the
Microsoft CRM 3.0 Exchange E-mail Router within
a virtual PC environment.
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Lab 3: Installing E-mail Queues
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This lab asks each student to install e-mail
queues that can be used by Microsoft CRM as a
receiving mailbox for incoming mail.
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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
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Identify how incoming and outgoing e-mail is
processed in Microsoft CRM
|
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Identify each pre-installation requirement
that must be completed before installing
Microsoft CRM Exchange E-mail Router.
|
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Install Microsoft CRM 3.0 Exchange E-mail
Router.
|
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Determine whether the router is functioning
correctly.
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Create CRM e-mail queues for receiving e-mail
to a group mailbox.
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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
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Microsoft CRM client key features
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Microsoft CRM client for Microsoft Office
Outlook Pre-Installation Checklist
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Microsoft CRM desktop client for Microsoft
Office Outlook Installation
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Microsoft CRM laptop client for Microsoft
Office Outlook Installation
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Microsoft CRM client for Microsoft Office
Outlook Post-Installation Review
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Using the Microsoft CRM laptop client for
Microsoft Office Outlook
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Lab 1: Pre-installation Checklist
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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.
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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.
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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.
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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.
|
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Install both the desktop and laptop Outlook
Clients.
|
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Install the clients from a Windows installer
package
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Determine whether the desktop and laptop
clients are functioning properly.
|
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Create a custom offline dataset
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Take the laptop client offline
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Synchronize offline updates with the
Microsoft CRM Server
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Chapter 6: Configuring the Organizational
Structure
This lesson examines how to set up and manage
business units and sites.
Lessons
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Business Units
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Managing Business Units
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Sites
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Lab 1: Maintaining Business Units and Sites
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Adding business units
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Reorganizing the organizational hierarchy
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Disabling a business unit
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Enabling a business unit
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Adding Sites
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Deleting Sites
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After completing this Chapter, students should be
able to:
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Understand how an organizational hierarchy is
defined in Microsoft CRM
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Create and maintain Business Units in
Microsoft CRM
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Create and maintain Sites in Microsoft CRM
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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
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Privileges
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Access Levels
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Roles
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Creating roles in business units
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Assigning roles to users
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Resolution of conflicting privileges
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Copying roles
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Security Best Practices
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Lab 1: Copying and Creating Roles
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Create new roles by copying existing roles
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Maintaining privileges and access levels for
roles
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Assigning roles to users
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Test affects of various privileges and access
levels
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After completing this chapter, students should be
able to:
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Understand the basic concepts of security
privileges and access levels
|
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Understand the use of security roles in
Microsoft CRM
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Perform such tasks as copying and creating
new roles as well as assigning users to existing
roles
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Chapter 8: Configuring Users and Teams
This chapter examines user management functionality
in Microsoft CRM.
Lessons
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User Management Overview
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User Manager Wizard
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Microsoft CRM User Management
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Restricted Access Mode
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Team Management
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Lab 1: Managing User Accounts
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Adding multiple users at one time via the
User Manager tool
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Adding one user at a time via Microsoft CRM
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Maintaining user accounts
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Assigning a manager to a user account
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Disabling a user account
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Enabling a user account
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Setting/Resetting the Restricted Access Mode
option
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Lab 2: Managing Teams
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Adding teams
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Assigning users to a team
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After completing this Chapter, students should be
able to:
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Create and maintain user accounts in
Microsoft CRM
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Create user accounts in Microsoft CRM using
the User Manager tool
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Understand the characteristics of Microsoft
CRM's user management structure
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Understand the role of the Restricted Access
Mode option
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Create and maintain teams of users in
Microsoft CRM
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Chapter 9: Configuring System Settings
This chapter examines the series of configuration
settings that are found within the Microsoft CRM
application.
Lessons
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Configuring System Settings
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Configuring Auto Numbering
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Configuring Fiscal Year Settings
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Configuring the web.config file
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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.
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After completing this Chapter, students should be
able to:
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Set several system settings that control
various system-wide functionalities
|
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Understand the use of the web.config file and
the system functionality which it controls
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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
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| • |
Upgrade Trial Licenses
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Add additional client access licenses
|
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Customization Transport Manager
|
| • |
Export and import of an XML configuration
file
|
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Environmental Diagnostic Wizard
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Lab 1: License Manager and Server Manager
| • |
Review License Summary
|
| • |
Reconfigure Microsoft CRM to point to a new
database server
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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
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Lab 2: Environmental Diagnostic Wizard
| • |
Run the Environmental Diagnostic Wizard
|
| • |
Save the generated report for troubleshooting
purposes
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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
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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
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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.
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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.
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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
|
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Post-upgrade tasks
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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
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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
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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
|
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