Microsoft CRM 3.0 Administration

Target Audience
This course provides students with the knowledge and skills to plan, develop, and apply, and examine administrative tasks within Microsoft CRM 3.0. It is targeted toward administrators, implementers, developers, and consultants who need to understand the technical aspects and administrative functionality of Microsoft CRM.

Pre-Requisites
Before attending this course, students must have the following pre-requisites:A working knowledge of Microsoft Windows Server 2000, 2003, or Windows XP.A working knowledge of Microsoft Exchange 2000 or 2003, Microsoft SQL Server 2000, Microsoft Outlook, Active Directory, and Internet Information Services.

Purpose
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 outline

1. Configuring the Organizational Structure
2. Configuring Security
3. Configuring Users and Teams
4. Configuring System Settings
5. Microsoft CRM Customization
6. Basic Customizations
7. Report Customization
8. Sales Administration - Product Catalog
9. Service Scheduling - Maintaining User and Resources

Module 1:Configuring the Organizational Structure

• Business Units
• Managing Business Units
• Sites
• Lab: Maintaining Business Units and Sites

• 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 Security

• 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

• 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 Teams

• User Management Overview
• User Manager Wizard
• Microsoft CRM User Management
• Restricted Access Mode
• Team Management
• Lab: Managing User Accounts
• Lab: Managing Teams

• 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 Settings

• Configuring System Settings
• Configuring Auto Numbering
• Configuring Fiscal Year Settings
• Configuring the web.config file
• Lab: Configuring System Parameters

• 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 Customization

• Microsoft CRM Design Focus
• Levels of Customization
• Microsoft CRM Customization Architecture
• Use of Supported Methods
• Available Customizations
• Customization Tactics
• Customization Method

• Make appropriate choices about customization strategies.
  
• Recognize which levels customizations can be made and by whom.
  
• Understand how the Microsoft Architecture influences how and where you customize Microsoft CRM.
  
• Recognize the importance of using supported methods of customization.
  
• Recognize some of the ways that Microsoft CRM can be customized.
  
• Recognize different ways that you can apply customizations.
  
• Recognize some basic elements in an effective customization methodology.
  

Module 6:Basic Customizations

• 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
• Lab: Form Customization
• Lab: Create a Custom Attribute
• Lab: Create and Modify Views
• Lab: Changing the Name of an entity

• 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 Customization

• 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
• Lab: Create a Simple Reporting Services Report

• 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 Catalog

• Automated Sales and Workflow Processes
• Managing Competitors
• Managing Sales Literature
• Creating a Product Catalog
• Lab: Manage Competitive Information

• 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 Resources

• 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
• Lab: Create Business Closures
• Lab: Remove a Resource from a Scheduled Service
• Lab: Create a Service, and Add Resources

• 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.