Microsoft Business Solutions (CRM) - Installation & Configuration

Introduction
The three-day Microsoft CRM Installation andConfiguration course explores the Microsoft CRM Implementation Methodology toolkit, the technologies that support Microsoft CRM (i.e. Active Directory,Microsoft .Net framework, XML Web Services, SOAP, etc.), the architecture ofthe product, installation instructions for the Microsoft CRM Server, Sales forOutlook client, and Exchange E-mail Router, as well as the administrativefunctions required to configure the application.
Configuration topics include business managementfunctions such as setting up business units, users, teams, security privilegesand roles, database maintenance, XML importing and exporting utilities, CrystalEnterprise report configuration, web configuration options, and importing oflegacy CRM data via the Microsoft CRM data migration tools. This course doesnot include materials or instructor discussion of Microsoft CRM WorkflowConfiguration, Customization, or Back Office Integration.

Audience
Microsoft CRM Installation and Configurationtraining is recommended for people who plan to install, implement, configure,consult, or support Microsoft CRM. The class is targeted toward administrators,implementers, developers, and consultants who need to understand the technicalaspects of Microsoft CRM and gain foundational knowledge of the applicationfunctionality. The course is not intended for non-technical staff.

At Course Completion
After completing this course, students will beable to:

Utilize the Microsoft CRM Implementation methodology and its supporting tool kit designed specifically for Microsoft CRM.

Understand the primary technologies that support Microsoft CRM, including Active Directory, Windows 2000 domains and domain controllers, DNS, Microsoft .Net, XML, XML Web Services, SOAP, Microsoft Exchange, SQL Server 2000, and Internet Information Services.

Understand the Microsoft CRM architecture, including the Outlook and web-based clients, the application layer, the platform layer, and the database layer.

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 CRM.

Complete the Installation procedures for the CRM Server, CRM Outlook client, and Exchange E-mail Router.

Complete the Post-installation procedures covering system administrator initialization and optional sample data loading.

Configure Microsoft CRM business units, users, and teams.

Understand and manage the Microsoft CRM security model, including security roles, privileges, and access levels.

Execute the administrative tasks necessary to support the application, including database maintenance, XML importing and exporting procedures, and maintenance of system customization settings, Crystal Enterprise Reporting parameters, and web configuration parameters.

Plan and execute a Microsoft CRM data migration project by utilizing the Microsoft Data Migration Framework tools and planning documents.

Troubleshoot common problems with the different components that make up Microsoft CRM, including Active Directory, Microsoft CRM Server, Exchange Server, SQL Server, the Outlook Client, the Microsoft CRM Exchange E-mail Router, Crystal Reports, and upgrading Microsoft CRM Integration for Great Plains.

Prerequisites
Before attending this course, students must have:

Working knowledge of Windows 2000, 2003 or Windows XP, Microsoft Exchange 2000 or 2003, SQL Server 2000, and Microsoft Outlook

Microsoft Certified Professional Exams
No Microsoft Certified Professional exams areassociated with this course currently.

Course Materials
The student materials include comprehensivecourseware and other necessary materials for this class.

Course Outline
Chapter1: Implementation Methodology
The purpose of this chapter is to introduce you toMicrosoft CRM's Implementation Methodology and Implementation Tool Kit (ITK). TheITK contains all the components of Microsoft CRM's Implementation Methodology,and it serves as the single source for information needed throughout theimplementation. The ITK is intended to be a tool that is easy to use, and itspurpose is to help you remain organized throughout any Microsoft CRMimplementation.
MainTopics

Types of Implementations

Areas of the ITK

Phases of a CRM Implementation

Implementation Best Practices
After completing this chapter, students will be ableto:

Understand the benefits of using the Microsoft CRM implementation methodology.

Differentiate between the various types of Microsoft CRM implementations.

Navigate the Implementation Tool Kit and take advantage of its methodology, resources and tools.

Follow the Microsoft CRM Implementation Methodology project phases when conducting your project rollout.

Chapter2: Supporting Technologies
This chapter examines the core technologies thatare leveraged by the Microsoft Customer Relationship Management application.The purpose of this chapter is to introduce you to each technology, brieflydiscuss its purpose and primary features, and focus on its relationship withMicrosoft CRM. Please note that this chapter is not intended to provide youwith a detailed primer on each of these topics; most bookstores are filled withvolumes of works that can provide you with that level of instruction, and it'snot our intent to add to this glut of information.
Also, it is important to note that this chapter isoptional and can be skipped at the instructor's discretion. If the instructorfeels that each student's background provides sufficient experience in thesetopic areas, then the instructor reserves the right to skip this chapter.
MainTopics

Active Directory Services

Domain Name System (DNS)

Exchange Server 2000

SQL Server 2000

Microsoft .NET technology

Extensible Markup Language (XML) and its relationship with the Microsoft technologies

XML Web Services

Simple Object Access Protocol (SOAP)

Internet Information Services (IIS)

Active Server Pages (ASP).NET
Lab:Instructor-led presentations of the following technologies

Active Directory

DNS

SQL Server 2000

IIS
After completing this chapter, students will be ableto:

Understand what Microsoft and non-Microsoft technologies support Microsoft CRM.

Understand the purpose and primary features of each of Microsoft CRM's supporting technologies.

Determine how Microsoft CRM uses these technologies.

Chapter3: Microsoft CRM Architecture
This chapter examines Microsoft CRM'sarchitectural design. The purpose of this chapter is to examine the designgoals for Microsoft CRM, discuss how these goals evolved into the system,platform and application functionality that define the Microsoft CRM product,and review Microsoft CRM's four architectural layers - the Presentation layer,Application layer, Platform layer and Database layer. Please note that this isa high-level discussion of the product's architecture with the intent onintroducing the student to each layer of design.
MainTopics

Presentation layer (web client and Sales for Outlook client)

Application layer (including how the Sales for Outlook client functions in both online and offline modes, and how the architecture facilitates client synchronization and playback processing)

Platform layer

Database layer
After completing this chapter, students will be ableto:

Identify the similarities and differences between the two methods of accessing Microsoft CRM (via web client and the Sales for Outlook client).

Understand how the architecture facilitates Sales for Outlook client synchronization and playback methodology.

Understand how the platform layer of the product architecture plays a key role in all product functionality, including extension of product functionality by ISV's through the use web services that access class libraries at the product layer.

Identify the four databases created with each Microsoft CRM installation and understand the purpose of each.

Understand why the application was designed to prohibit direct access of application logic and databases by developers.

Chapter4: Server and Client Installation
For a successful installation of Microsoft CRM, itis crucial that you successfully complete all tasks required - from thepre-install environment through the post-installation tasks. We begin thischapter by analyzing network infrastructure requirements, as well as thehardware and software requirements for various deployment scenarios. We willthen review each of the pre-installation requirements in order to make surethat all necessary hardware and software components are in place prior toinstalling Microsoft CRM Server. Once we have completed the pre-installationtasks, we will then review the installation procedures for both the server andclient components of the application. Following the CRM server installation, wewill review the installation procedure for the Exchange Email Router and theSales for Outlook client. Following the installation of each of thesecomponents, we will review the post-installation requirements that must beperformed in order to prepare Microsoft CRM for use. Each student will installthe CRM server, the Exchange E-mail Router, and the Sales for Outlook client,as well as performing all pre- and post-installation tasks. We will completethis chapter by reviewing the upgrade requirements for upgrading from MicrosoftCRM v1.0 to v1.2.
Lessons

Network requirements

Deployment scenarios

Pre-installation tasks

CRM Server installation

Exchange E-mail Router installation

Sales for Outlook client installation

Post-installation tasks

Sample data load

Suggested Skill Set

Upgrading from v1.0 to v1.2

Installation Best Practices
Lab:Pre-Installation Tasks

Active Directory verification

Database verification

Verify DNS server addressing

MDAC verification

MSMQ verification

Create CRM Administrator account

Create Active Directory Organizational Unit

Create a CRM web site in IIS
Lab:CRM Server Installation

Install the CRM Server software

Installation is for Adventure Works Cycle sample organization

Test the installation
Lab:Post-Installation Tasks and Review

Verify CRM Security Service is running

Assign a Microsoft CRM license to the CRM Administrator account

Load Adventure Works Cycle sample data

Review the Organization Unit changes in Active Directory

Review the database changes in SQL Server

Review the web site changes in IIS
Lab:Exchange E-mail Router Installation & Configuring Queues

Install the Exchange E-mail Router

Add a queue in Active Directory and associate an email address with it

Add the queue into Microsoft CRM
Lab:Sales for Outlook Client Installation

Configure client machine as part of the instructor's CRM domain

Install the Sales for Outlook client

Test the installation
After completing this chapter, students will be ableto:

Analyze your network infrastructure to ensure it is ready for a Microsoft CRM installation.

Identify the hardware and software requirements for a Microsoft CRM installation.

Review each of the pre-installation requirements in order to make sure that all necessary hardware and software components are in place prior to installing Microsoft CRM Server.

Install the Microsoft CRM Server, the Sales for Outlook Client and the Exchange E-mail Router.

Configure queues to automatically receive email

Load Adventure Works Cycle sample data if needed

Complete the post installation requirements that must be performed in order to prepare Microsoft CRM for use.

Understand the staff skills required to accomplish a Microsoft CRM implementation.

Understand the requirements for upgrading from v1.0 to v1.2 for the CRM server, Outlook client, and Exchange E-mail Router.

Chapter5: Configuration - Business Management
In this chapter, we will examine how to configureMicrosoft CRM by setting up business units, users, and teams. We will reviewthe two methods available for adding users into Microsoft CRM; that is, via theUser Manager tool in Deployment Manager, and directly into the Microsoft CRMapplication via the System Customization tool. We will discuss theidiosyncrasies of assigning a manager to a user's account, and we will examinethe methods available for setting up teams of users. All of the labs performedin this chapter and in all remaining chapters will pertain to the sampleAdventure Works Cycle organization that was installed in the prior chapter.
MainTopics

Setting up business units

Reorganizing your organizational hierarchy

Enabling/Disabling business units

Adding users via the User Manager tool

Adding users via Microsoft CRM

Assigning a manager to a user account

Creating teams and adding users to a team

Business Management Best Practices
Lab:Maintaining Business Units

Adding business units

Reorganizing the organizational hierarchy

Disabling a business unit

Enabling a business unit
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
Lab:Managing Teams

Adding teams

Assigning users to a team
After completing this chapter, students will be ableto:

Identify the core concepts of Business Management within Microsoft CRM, including: Business Units, Business Unit Management, Users, User Management and Team Management

Structure the organization unit hierarchy

Maintain Business Units

Add users into Microsoft CRM via the User Manager tool

Add and maintain users in Microsoft CRM

Administer teams in Microsoft CRM

Chapter6: Configuration - Security
This chapter will examine the Microsoft CRMSecurity model, the components that make up the model, and how to manage them.This will include a review of the basic concepts of security privileges andaccess levels. We will examine how these security components control whatactions a user can perform on each record type, as well as the records the usercan perform those actions upon. From there, we will review how privileges andaccess levels are brought together via security roles. This discussion willinclude a review of the predefined security roles that are automaticallycreated in Microsoft CRM during installation of the product. We will alsoexamine how security roles are created in business units and how they relate toActive Directory. We will review how you assign roles to users, and we willdiscuss how roles affect each user's security rights. Finally, we will see howyou can create your own custom roles, as well as copy existing roles over asnew roles in order to meet your business requirements.
MainTopics

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 ableto:

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

Chapter7: Configuration - Administration
The objective of this chapter is to examine eachof the administrative tasks that you may need to perform at one time or anotherwithin your Microsoft CRM implementation. We will examine how to use the ServerManager tool to administer the Microsoft CRM server(s). We will review thevarious Customization Transport Manager options, although our focus in thischapter will be on exporting and importing an XML configuration file. We willalso review several "one-time" only system settings that you should administerin order to control various system-wide functionality. And we will conclude thechapter by examining several web configuration options that establish applicationspecific settings.
MainTopics

Server Manager

Reconfigure Microsoft CRM to use a new database server

Customization Transport Manager

Export and import of an XML configuration file

Configure Microsoft CRM system settings

Web configuration options

Configuration Administration Best Practices
Lab:Server Manager

Reconfigure Microsoft CRM to point to a new database server
Lab:Customization Transport Manager

Export the XML configuration to a flat file

Import an XML flat file into Microsoft CRM and publish the configuration
Lab:Maintain System Settings

Auto-Numbering

Fiscal year settings

Calendar settings

Miscellaneous system settings
Lab:Web configuration settings

Instructor-lead presentation

Error event logging

Show developer errors

ISV integration

Render Quick Create control
After completing this chapter, students will be ableto:

Use Server Manager to administer the Microsoft CRM server(s) during database restore scenarios

Use Customization Transport Manager to export the XML configuration to a flat file, and import a flat file back into Microsoft CRM

Set several "one-time" only system settings that control various system-wide functionality

Set several web configuration options that control the user interface experience
Chapter8: Configuration - Crystal Enterprise Reporting
This chapter will examine the Crystal Enterprisereporting configurations that you can optionally maintain. Crystal Enterpriseis silently installed when you install Microsoft CRM server, and without anyspecial configuration it will provide a reporting solution within MicrosoftCRM. Because of this, none of the configurations in this chapter are required.However, in order to take full advantage of the Crystal Enterprise reportingfunctionality, we will examine each of the configurations available to you sothat you can achieve the best reporting performance possible, as well as assistyou in the event that you need to troubleshoot reports. In this chapter, we willexamine just what Crystal Enterprise is, and we will see how it has beenimplemented in Microsoft CRM.
We will also review the Crystal Enterprise forMicrosoft CRM architecture, and we will focus our attention on how CrystalEnterprise for Microsoft CRM may be configured for best performance.
MainTopics

Examine Crystal Enterprise for Microsoft CRM

Review how Crystal Enterprise is built within Microsoft CRM

Crystal Enterprise for Microsoft CRM architecture

Crystal Enterprise for Microsoft CRM configuration options
Lab:Crystal Enterprise for Microsoft CRM configuration options

Instructor led presentation reviewing each available option
After completing this chapter, students will beable to:

Identify what Crystal Enterprise is and how it has been implemented in Microsoft CRM

Understand the various components of the Crystal Enterprise for Microsoft CRM architecture.

Configure Crystal Enterprise for Microsoft CRM for best performance in your implementation.

Chapter9: Data Migration
In this chapter we will discuss how businesseswith existing information systems can take full advantage of Microsoft CRM byleveraging the data stored in their legacy systems so that it is accessible toMicrosoft CRM. We will examine how to use the tools provided by the DataMigration Framework v.1.2 for Microsoft CRM (Microsoft CRM DMF) to automate asmuch of the necessary data migration tasks as possible to reduce the complexityof the process. This chapter will discuss this framework as well as introduce anumber of best practices to ensure that your data migration project issuccessful.
MainTopics

How to approach a data migration project

Applying each step of the Microsoft CRM Data Migration Framework to import your legacy data into Microsoft CRM

Understand how to use the tools provided for planning and executing a data migration project.
Lab:Mapping Data

Restore a database backup

Review mappings for Account data

Map Contact data
Lab:Installation of the Data Migration Framework

Run the Microsoft CRM Data Migration Framework setup program
Lab:Prepare Microsoft CRM for Data Migration

Remove sample data

Import customizations
Lab:CDF Database Initialization

Pre-installation tasks

Initialize the CDF database

Post-installation tasks
Lab:CDF Data Load

Create a unique integer primary key

Add a custom attribute to the Entity base table

Create a set of views to load data into

Load data into Entity base table

Load data into Entity Extension and information tables

Specify relationship between records
Lab:Data Cleansing

Cleanse user data

Cleanse territory data

Cleanse drop-down data
Lab:Test Migration

Disable the web application

Deactivate workflow rules and sales processes

Backup databases

Set up and run a test migration

Verify the test migration
Lab:Full Migration

Restore the databases

Run the full migration

Verify the results
After completing this chapter, students will be ableto:

Understand how to approach a data migration project

Know what to expect from each step of the migration process using the Microsoft CRM Data Migration Framework.

Use the tools provided for planning and executing a data migration project.

Chapter10: Troubleshooting
In this chapter, we will first look at how a goodoverall understanding of the product can help you in troubleshooting MicrosoftCRM. You will then examine some common problems with the different componentsthat make up Microsoft CRM. For the sake of organization, we have groupedproblems together loosely around the different servers that make up theMicrosoft CRM solution. However, in many cases, the problem will becommunication between components rather than with the components themselves. Wewill also examine a number of known issues that you should be aware of as youimplement Microsoft CRM. This chapter will examine problems with ActiveDirectory, Microsoft CRM Server, Exchange Server, and SQL Server. It will alsoreview known issues with the Outlook Client, the Microsoft CRM Exchange E-mailRouter, Crystal Reports, and upgrading Microsoft CRM Integration for Great Plains.
MainTopics

Problems with Active Directory, Microsoft CRM Server, Exchange Server, and SQL Server

Known issues with the Outlook Client, the Microsoft CRM Exchange E-mail Router, Crystal Reports, and upgrading Microsoft CRM Integration for Great Plains
After completing this chapter, students will be ableto:

Understand how effective monitoring, good change and configuration management, and extensive documentation of all problems previously encountered will help minimize problems that occur and decrease the time spent solving problems.

Appreciate how a good overall understanding of the product can aid in your troubleshooting efforts.

Identify some of the common problems with different components that make up Microsoft CRM.

Identify the predictable steps involved in troubleshooting Microsoft CRM.