Microsoft Dynamics CRM Training

CRM 2011 Boot Camp for Administrators

Microsoft 80289 80290 80291 80292 80293 80294

Microsoft Certification

This Dynamics CRM 2011 Boot Camp for Administrators covers modules from the following Microsoft Dynamics CRM 2011 (Selected modules from 11 days of classes):

80289A: What's New in Microsoft Dynamics CRM 2011
80296A: Microsoft Dynamics CRM 2011 Installation and Deployment
80290A: Marketing Automation in Microsoft Dynamics CRM 2011
80291A: Sales Management in Microsoft Dynamics CRM 2011
80292A: Service Management in Microsoft Dynamics CRM 2011
80293A: Service Scheduling in Microsoft Dynamics CRM 2011
80294B: Microsoft Dynamics CRM 2011 Customization and Configuration

Associated Exams:
MB2-866 Microsoft Dynamics CRM 2011 Customization and Configuration
MB2-867 Microsoft Dynamics CRM 2011 Installation and Deployment
MB2-868 Microsoft Dynamics CRM 2011 Applications

The course starts with a high level introduction from courses: 80289 (What’s New) and 80296 (Install) to provide background information that helps students with understanding the why we do certain steps in the Administration classes 80290 (Marketing), 80291 (Sales), 80292 (Service), 80293 (Scheduling)  and 80294 (Customization) . We provide the full set of Microsoft Official Course (MOC) for all classes and cover selected modules over 5 day accelerated class. 

About the Dynamics Edge CRM 2011 classes:  The Administration track covers the modules which an organization uses on a daily basis to track and automate processes. The Developer track teaches how to develop customizations using the setting (customizations) module and Visual Studio.

5 Day Course Outline:

Day 1: Monday:
80289A: What's New in Microsoft Dynamics CRM 2011

Module 1: Introduction & Overview of Dynamics CRM 2011
This module provides a general overview of the features and benefits of using Microsoft Dynamics CRM 2011. 

Lessons

• User Productivity - Features and Benefits
• Collaboration - Features and Benefits
• Analysis and Visualizations - Features and Benefits
• Connections, Recurring Activities, and Goal Management - Features and Benefits
• Customization and Extensibility - Features and Benefits
• Administration and Configuration - Features and Benefits

After completing this module, students will be able to:

• Identify the features and benefits of using Microsoft Dynamics CRM 2011

Module 2: Improvements to the Microsoft Dynamics CRM Application Modules and Productivity
This module focuses on the specific improvements to the application modules, in addition to enhancements to user productivity. This module will focus on a number of topics such as navigation changes, visualizations and analytics, personalization of the application, Microsoft Dynamics CRM Client for Microsoft Outlook changes, data import, team ownership, goal management, and many other features and enhancements.
Lessons

• Productivity Features
• Visualizations
• Personalization and Dashboards
• Microsoft Dynamics CRM Client for Microsoft Outlook
• Connections
• Data Import
• Team Ownership
• Goal Management
• Dynamics Marketing Lists
• Recurring Activities

Lab: Creating a Personal Dashboard and Visualizations

• Create a personal dashboard

Lab: Setting Goals

• Create a new goal for a CRM user
• Create rollup queries
• Define goal metrics

Lab: Importing Data

• Map data from a Microsoft Excel Spreadsheet
• Create data map
• Automatically create a custom entity and attributes tied to the imported data

After completing this module, students will be able to:

• Explore and identify new features of Microsoft Dynamics CRM 2011 that impact user productivity.
• Demonstrate and use improvements to the sales, marketing, and service modules.

Module 3: Customizing and Extending Microsoft Dynamics CRM 2011
This module covers the improvements made to the basic entity customization functionality, in addition to enhancements to additional extensibility components such as workflows, dialogs, web resources, solution management, and integration with Microsoft Office SharePoint Server.

Lessons

• Overview of Customization Environment
• Entity and Form Customizations
• Chart and View Customizations
• Microsoft Office SharePoint server Configuration
• Custom Activities
• Dashboards
• Web Resources
• Connection Roles
• Processes: Workflows and Dialogs
• Customization Management
• Integrations: Microsoft Office SharePoint Server and Windows Azure Platform

Lab: Custom Entity Creation

• Create a custom entity
• Create custom attributes
• Modify a form

Lab: Custom Activity Creation and Use

• Create a custom activity entity

Lab: Creating a Dialog Process

• Create a custom dialog process

Lab: Including SharePoint Document Libraries into Microsoft Dynamics CRM forms

• Install the Microsoft Dynamics CRM List component
• Configure the integration with Microsoft Office SharePoint Server

After completing this module, students will be able to:

• Explain changes to basic customization capabilities
• Demonstrate the use of custom activities
• Explain the use of Workflows and Dialogs
• Identify various integration functionality
• Create and manage a customization environment

Module 4: Administration, Configuration, and Installation
This module focuses on the hardware and software requirements for Microsoft Dynamics CRM 2011, improvements to the installation process, and an overview of upgrade considerations. This module will cover changes to the Deployment Manager, in addition to licensing and auditing functionality new to this version.

Lessons

• Editions of Microsoft Dynamics CRM 2011
• Hardware and Software Specifications
• Server Roles
• Installation Components
• Upgrade Considerations
• Microsoft Dynamics CRM Reporting Extensions
• Deployment Manager
• Organization Settings
• Licensing
• Auditing

After completing this module, students will be able to:

• Explain the different editions of Microsoft Dynamics CRM 2011
• Outline the hardware and software specifications
• Identify upgrade considerations
• Demonstrate the use of the auditing functionality

Module 5: Configuration and Settings
This module introduces the changes to the Microsoft Dynamics CRM 2011 server settings, and additional personal options that are new to this version. Additionally, this module introduces role based forms and field level security.

Lessons

• Business Units
• User Management
• Data Management
• Document Management
• Audit Management
• Microsoft Dynamics CRM Client for Microsoft Outlook Settings and Administration
• Role Based Forms
• Field-Level Security

Lab: Working with Field-Level Security

• Create a new attribute that is enabled to use field level security
• Create a field level security profile

After completing this module, students will be able to:

• Outline the changes to system and personal settings
• Demonstrate the use of role-based forms
• Configure and deploy field-level security

Course 80296A: Microsoft Dynamics CRM 2011 Installation and Deployment

Course Outline

Module 1: Microsoft Dynamics CRM Components
This module examines the core components of a Microsoft Dynamics CRM deployment.
Lessons

• 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.
Lessons

• Planning the Microsoft Dynamics CRM Deployment
• Privileges for the Installation User
• Supported Server Technologies
• Hardware Requirements
• 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.
Lessons

• 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.
• 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.
Lessons

• 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.
Lessons

• 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.
• 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.
Lessons

• 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.
Lessons

• Overview of Claims-Based Authentication
• 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.
Lessons

• 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.
• 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.
Lessons

• 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.
Lessons

• Install Microsoft Dynamics CRM Server on Multiple Computers
• Network Load Balancing
• 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.

Day 2:
Course 80290A: Marketing Automation in Microsoft Dynamics CRM 2011

At Course Comletion
After completing this course, students will be able to:

• Examine the benefits of closed loop marketing
• Create and use marketing lists
• Introduce quick campaigns and marketing campaigns
• Plan marketing campaigns and create and use templates
• Import leads
• Associate sales literature, target products and price lists with marketing campaigns
• Capture and manage campaign responses
• Create and manage sales goals for individuals and teams within your organization
• Use Personal Charts, System Charts, and Dashboards to analyze marketing information

Course Outline
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.
Lessons

• 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

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.
Lessons

• 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.

Course 80291A:
Sales Management in Microsoft Dynamics CRM 2011

About this Course
This course introduces the capabilities of Sales Management in Microsoft Dynamics CRM that allow you to track and manage the sales process from potential to close. It provides insight on using the Product Catalog and process sales information. It also introduces some of the tools used to analyze and report on sales information.

Audience Profile
This course is designed for new partners and customers of Microsoft Dynamics CRM that want to learn about the available sales features in the Microsoft Dynamics CRM product.

At Course Completion
After completing this course, 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 Sales Management
• Discuss when to use leads to qualify or disqualify opportunities
• Use process dialogs to automate lead and opportunity management
• Use the Product Catalog
• Create Price Lists for campaigns and special offers
• Create orders, quotes and track order fulfillment
• Use Lists, Views and Charts to obtain important sales information
• Work with and create dashboards

Course Outline
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.
Lessons

• Overview of the Sales Process in Microsoft Dynamics CRM
• Core Records in the Sales Process
• Tracking Competitors and Managing Sales Literature
• 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.
Lessons

• 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 List
Lab: 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.
Lessons

• 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.
Lessons

• 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.

Day 3: Wednesday:

Course 80292A:
Service Management in Microsoft Dynamics CRM 2011

Course Outline
Module 1: Introduction
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.
Lessons

• 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.
Lessons

• 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.
Lessons

• 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.
Lessons

• 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.
Lessons

• 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:

• 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.

80293A: Service Scheduling in Microsoft Dynamics CRM 2011

Course Outline
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.
Lessons

• 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.
Lessons

• 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:

• 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.

Day 4:
80294B: Microsoft Dynamics CRM 2011 Customization and Configuration

About this Course
This course describes the techniques required to customize Microsoft Dynamics CRM to meet the specialized needs of businesses. The topics covered include Security; creation and configuration of entities; design of forms views and charts; auditing and Solutions. The course describes each topic and how each topic relates to the other topics to produce a full configured, effective solution.

Audience Profile
This course is intended for both novice and experienced customizers of Microsoft Dynamics CRM who are familiar with the end-user principles of the software. No programming skills are required, but a basic understanding of database principles will be an advantage.

At Course Completion 

• After completing this course, students will be able to:
• Design and implement strategies for the creation of Business Units and Security Roles
• Create and configure Microsoft Dynamics CRM Users and Teams
• Describe the principles of customizing the system
• Create and configure fields for both custom and system entities
• Create and configure custom entities, including standard and activity entities
• Design, create and configure relationships between entities
• Create and configure Views, Charts and Forms for both system and custom entities
• Implement Field Security in Microsoft Dynamics CRM
• Configure and monitor audition on Microsoft Dynamics CRM components
• Design, create and configure Solutions in Microsoft Dynamics CRM; implementing both managed and unmanaged Solutions

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.
Lessons

• 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
• 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.
Lessons

• 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.

Lessons

• 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
• 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.
Lessons

• 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
• 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

Day 5:
80294B: Microsoft Dynamics CRM 2011 Customization and Configuration (Continued)

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.
Lessons

• 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.
Lessons

• 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.
Lessons

• 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.
Lessons

• 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