Microsoft CRM 3.0 Administration
Course 8529: Two days;
Instructor-Led
Course Fee:
$998.00
Course Time: 2 days, 9:00 am - 4:00 pm, or 4 evenings, 6pm - 9pm
Introduction
This two-day instructor-led course provides students
with the knowledge and skills to plan, develop, and
apply, and examine administrative tasks within
Microsoftฎ 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:
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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.
|
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Plan, create, and configure Custom Entities
in Microsoft CRM.
|
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Plan, create, configure, and maintain
Workflow Rules and Sales Processes.
|
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Create and Customize Microsoft CRM Reports
using SQL Server 2000 Reporting Services.
|
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Manage the Product Catalog, and
administrative functionality within the Sales
module.
|
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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 Microsoftฎ Windowsฎ Server 2000,
2003, or Windows XP, Microsoftฎ Exchange 2000 or 2003,
Microsoftฎ SQL Serverฎ 2000, Microsoftฎ Outlookฎ, 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:
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Relational Databases
|
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Web development, JavaScript (JScript), DHTML
|
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XML
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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
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Business Units
|
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Managing Business Units
|
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Sites
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Lab - 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 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
|
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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 - 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
|
After completing this module, students will be able
to:
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Understand the basic concepts of security
privileges and access levels
|
| |
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
|
Chapter 3: Configuring Users and Teams
This lesson 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 - 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 - Managing Teams
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Adding teams
|
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Assigning users to a team
|
After completing this module, students will 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
|
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
|
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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 - Configuring System Parameters
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This lab asks each student to maintain each
of the System Settings parameters.
|
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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:
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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
|
Chapter 5: Microsoft CRM Customization
This lesson explains concepts related to customizing
Microsoft CRM and planning customizations for a CRM
Implementation.
Lessons
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Microsoft CRM Design Focus
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Levels of Customization
|
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Microsoft CRM Customization Architecture
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Use of Supported Methods
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Available Customizations
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Customization Tactics
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Customization Method
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After completing this module, students will be able
to:
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Make appropriate choices about customization
strategies.
|
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Recognize which levels customizations can be
made and by whom.
|
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Understand how the Microsoft Architecture
influences how and where you customize Microsoft
CRM.
|
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Recognize the importance of using supported
methods of customization.
|
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Recognize some of the ways that Microsoft CRM
can be customized.
|
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Recognize different ways that you can apply
customizations.
|
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Recognize some basic elements in an effective
customization methodology.
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Chapter 6: Basic Customizations
This lesson explains how to use the Microsoft CRM
Customization tools to perform basic customization tasks
with Microsoft CRM.
Lessons
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Customization Concepts
|
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Basic Customization Capabilities
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Permissions Needed
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Customization Process
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Reusing Customizations
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Form Customization
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Customizing Attributes
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Previews
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View Customization
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Rename a Customizable Entity
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Changing System Messages
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Modify the on-line help
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Lab - Form Customization
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Modify Tabs
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Modify Sections
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Modify Fields
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Lab - Form Customization
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Case Form Customization
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Lab - Create a Custom Attribute
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Adding Attributes
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Modifying Attributes
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Deleting Attributes
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Lab - Create and Modify Views
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Create a View
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Configure a View
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Share A View
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Lab - Changing the Name of an entity
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Change the entity Name
|
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Modify entity forms and Views
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Change Attribute Display names
|
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Customize messages
|
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Modify affected reports
|
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Modify on-line help content
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After completing this module, students will be able
to:
| |
Describe basic Microsoft CRM Customizations.
|
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Understand the basic capabilities of the
Microsoft CRM Customization tools.
|
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Understand the security privileges necessary
to perform customizations.
|
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Apply customizations.
|
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Re-use customizations.
|
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Customize forms.
|
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Create custom entity attributes.
|
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Modify Previews.
|
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Customize Views.
|
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Re-name an existing entity.
|
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Modify the on-line help.
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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
|
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Core Concepts
|
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Transition to SQL Server 2000 Reporting
Services
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Reporting Services Overview
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Microsoft CRM Reporting Features
|
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Creating Excel Reports
|
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Edit and Organize Reports
|
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Deploying and Removing Reporting Services
Reports
|
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Control Access to Reports
|
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Reporting Services Report Designer
|
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Modify Existing Reporting Services Reports
|
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Microsoft CRM Pre-Filtering
|
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Scheduled Reports
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Lab - Create Excel Reports
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Export records to Excel
|
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Upload the Report to Microsoft CRM
|
Lab - Create a Simple Reporting Services Report
After completing this module, students will be able
to:
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Basic understanding of SQL Reporting Services
|
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Create a new Report
|
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Modify Existing Reports
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Organize Reports
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Deploy Reports
|
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Remove Reports
|
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Schedule Reports
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Control who can view reports
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Chapter 8: Sales Administration - Product Catalog
This lesson explains how to create and customize
Microsoft CRM Reports using SQL Server 2000 Reporting
Services and Microsoft Office 2003 applications.
Main Topics
| |
Automated Sales and Workflow Processes
|
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Managing Competitors
|
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Managing Sales Literature
|
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Creating a Product Catalog
|
Lab - Manage Competitive Information
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Manage competitor information
|
After completing this module, students will be able
to:
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Understand how to use sales processes and
workflow rules
|
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Add information regarding Competitors
|
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Manage sales literature items and attach
documents to records
|
| |
Maintain the product catalog including price
and discount lists
|
Chapter 9: Service Scheduling - Maintaining User
and Resources
This lesson discusses the scheduling administration
and set up process, and administrative activities in
detail since this is a key entry point in the scheduling
process.
The lesson begins by selecting the working hours for
your business, resources and so on, and then discusses
defining the services defining rules and resources for
services, and then discusses the other activities
related to adding the appropriate resources to perform
the service activities.
Main Topics
| |
Understand the concepts of scheduling users
and other resources in Microsoft CRM
|
| |
Set up a schedule for a user, facility or
equipment
|
| |
Create, and Add users, facility or equipment
to a resource group
|
| |
View schedules for resources
|
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Remove resources from the scheduled services
|
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Set or edit business closures
|
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Define rules and resources for services
|
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Create or edit a service
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Lab - User Work Schedules
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Set up work schedules for resources
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Lab - Create Business Closures
Lab - Remove a Resource from a Scheduled Service
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Remove resources from the schedule
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Lab - Create a Service, and Add Resources
| |
Create a service activity and select
resources to perform the service
|
After completing this module, students will be able
to:
| |
Set up user, facility and equipment work
schedules
|
| |
Create resource groups
|
| |
Add users, facility, or equipment to a
resource group
|
| |
View schedules for resources
|
| |
Remove resources from the schedule
|
| |
Set business closures
|
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