Course 8529A:

Microsoft CRM 3.0 Administration

Length:2 Days
Published:May 18, 2006
Language(s):English
Audience(s):IT Professionals
Level:200
Technology:Microsoft Dynamics CRM 3.0
Type:Course
Delivery Method:Instructor-led (classroom)
About this Course
This two-day instructor-led course provides students with the knowledge and skills to plan, develop, and apply, and examine administrative tasks within Microsoft CRM 3.0.
Audience Profile
This course is intended for people who plan to install, implement, configure, or support Microsoft CRM 3.0.
The course is targeted toward administrators, implementers, developers, and consultants who need to understand the technical aspects and administrative functionality of Microsoft CRM. The course is not intended for non-technical staff.
At Course Completion
After completing this course, students will be able to:
  • Configure Microsoft CRM business units, users, and teams.
  • Understand and manage the Microsoft CRM security model, including security roles, privileges, and access levels.
  • Plan Customizations for a Microsoft CRM Implementation.
  • Apply Form Customizations using the Microsoft CRM Customization Tools.
  • Plan, create, and configure Custom Entities in Microsoft CRM.
  • Plan, create, configure, and maintain Workflow Rules and Sales Processes.
  • Create and Customize Microsoft CRM Reports using SQL Server 2000 Reporting Services.
  • Manage the Product Catalog, and administrative functionality within the Sales module.
  • Understand Service Scheduling administration, including creating and defining services and resource selection rules.
Course OutlineModule 1: Configuring the Organizational StructureThis lesson examines how to set up and manage business units and sites.Lessons
  • Business Units
  • Managing Business Units
  • Sites
Lab : Maintaining Business Units and Sites
  • Adding business units
  • Reorganizing the organizational hierarchy
  • Disabling a business unit
  • Enabling a business unit
  • Adding Sites
  • Deleting Sites
After completing this chapter, 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
Module 2: Configuring SecurityThis lesson examines the Microsoft CRM Security model, the components that make up the model, and how to manage them.Lessons
  • Privileges
  • Access Levels
  • Roles
  • Creating roles in business units
  • Assigning roles to users
  • Resolution of conflicting privileges
  • Copying roles
  • Security Best Practices
Lab : Copying and Creating Roles
  • Create new roles by copying existing roles
  • Maintaining privileges and access levels for roles
  • Assigning roles to users
  • Test affects of various privileges and access levels
After completing this chapter, students will be able to:
  • Understand the basic concepts of security privileges and access levels
  • Understand the use of security roles in Microsoft CRM
  • Perform such tasks as copying and creating new roles as well as assigning users to existing roles
Module 3: Configuring Users and TeamsThis lesson examines user management functionality in Microsoft CRM.Lessons
  • User Management Overview
  • User Manager Wizard
  • Microsoft CRM User Management
  • Restricted Access Mode
  • Team Management
Lab : Managing User Accounts
  • Adding multiple users at one time via the User Manager tool
  • Adding one user at a time via Microsoft CRM
  • Maintaining user accounts
  • Assigning a manager to a user account
  • Disabling a user account
  • Enabling a user account
  • Setting/Resetting the Restricted Access Mode option
Lab : Managing Teams
  • Adding teams
  • Assigning users to a team
After completing this chapter, students will be able to:
  • Create and maintain user accounts in Microsoft CRM
  • Create user accounts in Microsoft CRM using the User Manager tool
  • Understand the characteristics of Microsoft CRM's user management structure
  • Understand the role of the Restricted Access Mode option
  • Create and maintain teams of users in Microsoft CRM
Module 4: Configuring System SettingsThis lesson examines the series of configuration settings that are found within the Microsoft CRM application.Lessons
  • Configuring System Settings
  • Configuring Auto Numbering
  • Configuring Fiscal Year Settings
  • Configuring the web.config file
Lab : Configuring System Parameters
  • This lab asks each student to maintain each of the System Settings parameters.
  • Students also modify some of the default web.config settings to see the effects on the Microsoft CRM User Interface.
After completing this chapter, students will be able to:
  • Set several system settings that control various system-wide functionalities
  • Understand the use of the web.config file and the system functionality which it controls
Module 5: Microsoft CRM CustomizationThis lesson explains concepts related to customizing Microsoft CRM and planning customizations for a CRM Implementation.Lessons
  • Microsoft CRM Design Focus
  • Levels of Customization
  • Microsoft CRM Customization Architecture
  • Use of Supported Methods
  • Available Customizations
  • Customization Tactics
  • Customization Method
Module 6: Basic CustomizationsThis lesson explains how to use the Microsoft CRM Customization tools to perform basic customization tasks with Microsoft CRM.Lessons
  • Customization Concepts
  • Basic Customization Capabilities
  • Permissions Needed
  • Customization Process
  • Reusing Customizations
  • Form Customization
  • Customizing Attributes
  • Previews
  • View Customization
  • Rename a Customizable Entity
  • Changing System Messages
  • Modify the on-line help
Lab : Form Customization
  • Modify Tabs
  • Modify Sections
  • Modify Fields
Lab : Form Customization
  • Case Form Customization
Lab : Create a Custom Attribute
  • Adding Attributes
  • Modifying Attributes
  • Deleting Attributes
Lab : Create and Modify Views
  • Create a View
  • Configure a View
  • Share A View
Lab : Changing the Name of an entity
  • Change the entity Name
  • Modify entity forms and Views
  • Change Attribute Display names
  • Customize messages
  • Modify affected reports
  • Modify on-line help content
After completing this chapter, students will be able to:
  • Describe basic Microsoft CRM Customizations.
  • Understand the basic capabilities of the Microsoft CRM Customization tools.
  • Understand the security privileges necessary to perform customizations.
  • Apply customizations.
  • Re-use customizations.
  • Customize forms.
  • Create custom entity attributes.
  • Modify Previews.
  • Customize Views.
  • Re-name an existing entity.
  • Modify the on-line help.
Module 7: Report CustomizationThis lesson explains how to create and customize Microsoft CRM Reports using SQL Server 2000 Reporting Services and Microsoft Office 2003 applications.Lessons
  • Reporting and CRM
  • Core Concepts
  • Transition to SQL Server 2000 Reporting Services
  • Reporting Services Overview
  • Microsoft CRM Reporting Features
  • Creating Excel Reports
  • Edit and Organize Reports
  • Deploying and Removing Reporting Services Reports
  • Control Access to Reports
  • Reporting Services Report Designer
  • Modify Existing Reporting Services Reports
  • Microsoft CRM Pre-Filtering
  • Scheduled Reports
Lab : Create Excel Reports
  • Export records to Excel
  • Upload the Report to Microsoft CRM
Lab : Create a Simple Reporting Services Report
  • Use the Report Wizard
After completing this chapter, students will be able to:
  • Basic understanding of SQL Reporting Services
  • Create a new Report
  • Modify Existing Reports
  • Organize Reports
  • Deploy Reports
  • Remove Reports
  • Schedule Reports
  • Control who can view reports
Module 8: Sales Administration - Product CatalogThis lesson explains how to create and customize Microsoft CRM Reports using SQL Server 2000 Reporting Services and Microsoft Office 2003 applications.Lessons
  • Automated Sales and Workflow Processes
  • Managing Competitors
  • Managing Sales Literature
  • Creating a Product Catalog
Lab : Manage Competitive Information
  • Manage competitor information
After completing this chapter, students will be able to:
  • Understand how to use sales processes and workflow rules
  • Add information regarding Competitors
  • Manage sales literature items and attach documents to records
  • Maintain the product catalog including price and discount lists
Module 9: Service Scheduling - Maintaining User and ResourcesThis 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.Lessons
  • 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
  • Remove resources from the scheduled services
  • Set or edit business closures
  • Define rules and resources for services
  • Create or edit a service
Lab : User Work Schedules
  • Set up work schedules for resources
Lab : Create Business Closures
  • Add business closures
Lab : Remove a Resource from a Scheduled Service
  • Remove resources from the schedule
Lab : Create a Service, and Add Resources
  • Create a service activity and select resources to perform the service
After completing this chapter, 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
Before attending this course, students must have a working knowledge of Microsoft Windows Server 2000, 2003, or Windows XP, Microsoft Exchange 2000 or 2003, Microsoft SQL Server 2000, Microsoft Outlook, Active Directory, and Internet Information Services.
It is recommended, but not required, that students have completed Microsoft CRM applications training. In addition, it is recommended, but not required, that students have experience working with:
  • Relational Databases
  • Web development, JavaScript (JScript), DHTML
  • XML
Have Questions? For advice about training and certification, connect with peers: For questions about a specific certification, chat with a Microsoft Certified Professional (MCP): To find out about recommended blogs, Web sites, and upcoming Live Meetings on popular topics, visit our community site:
Course index

Find Training Near You

Location:
Eg: Seattle, WA or Paris, France

Related Services