Microsoft CRM 3.0 Customization

Target Audience
This course provides students with the knowledge and skills to plan, develop, and apply Microsoft CRM 3.0 Customizations. It is intended for Microsoft CRM Implementation Consultants and System Administrators who understand how to use Microsoft CRM. Participants will be working with customizations developed in JScript and XML, but are not expected to be experienced programmers.

Pre-Requisites
Before attending this course, students must have the following pre-requisites:A working knowledge of Microsoft CRM 3.0.It is recommended, but not required, that students have completed Microsoft CRM applications training and experience working with Relational Databases, Web development, JavaScript (JScript), DHTML and XML.

Purpose
After completing this course, students will be able to 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; understand how client-side scripts are used on Form and Field events in Microsoft CRM; use IFrame to integrate other applications; add custom menus, navigation items and buttons to Microsoft CRM; customize the Microsoft CRM Navigation Pane; recognize opportunities to extend Microsoft CRM; locate ISV solutions; create and Customize Microsoft CRM Reports using SQL Server 2000 Reporting Services.

Course outline

1. Microsoft CRM Customization
2. Basic Customizations
3. Custom Entities
4. WorkFlow
5. Application Event Programming
6. Application Integration
7. Report Customization

Module 1: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 2: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: Case 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 3:Custom Entities

• Value of Custom Entities
• Custom entities and System Entities
• Planning a Custom Entity
• Ownership Type
• Entity Relationships
• Relationship Behaviour
• Supported Relationships
• Entity Security and Customizations
• Working With Custom Entities
• Configuring a Custom Entity
• Default Entity Attributes and Features
• Entity Icons
• Deleting a Custom Entity
• Defining Relationships
• Entity Mapping
• Add a Mapping
• Lab: Create a Custom Entity
• Lab: Creating Relationships
• Lab: Add Mapping
• Lab: Planning, Creating and Configuring a Custom Entity

• Plan for custom entities.
  
• Create custom entities.
  
• Define entity relationships.
  
• Define entity mapping.
  
• Delete a custom entity.
  

Module 4:WorkFlow

• Core Concepts
• Creating a Workflow Rule
• Defining Workflow Rules
• WorkFlow Limitations
• Defining Workflow Actions
• Activity Creation Actions
• Object Update Actions
• Flow Control Actions
• Using Dy namic Text in Workflow
• Using Dynamic Values in Workflow
• Defining Workflow Conditions
• Sales Processes
• Organizing Workflow
• Managing Workflow
• Importing and Exporting Workflow Rules
• Troubleshooting Workflow
• Lab: Activity Creation Actions
• Lab: Object Update Actions
• Lab: Flow Control Actions
• Lab: Check Conditions
• Lab: Wait for Conditions
• Lab: Wait for Timer Conditions
• Lab: Basic Sales Processes

• Create Workflows.
  
• Define Workflows.
  
• Define Workflow Conditions.
  
• Define Workflow Actions.
  
• Configure Sales Processes.
  
• Manage and Monitor Workflows.
  
• Import and export Workflows.
  
• Troubleshoot Workflow problems.
  

Module 5:Application Event Programming

• Core Concepts
• Common uses for Client-side Code
• Using Form Events
• Using Field Events
• Configuring Event Detail Properties
• Referencing and Manipulating Form Values
• DHTML DOM
• Essential Jscript
• Microsoft CRM Document Object Model
• crmForm
• crmForm Fields
• General Field Properties and Methods
• Picklist field Properties and Methods
• Lookup Field Properties
• Troubleshooting
• Tips and Tricks
• DHTML use within Microsoft CRM
• Lab: Creating Simple Event Scripts
• Lab: Referencing Microsoft CRM Values

• Recognize capability for client-side script to provide solutions.
  
• Create simple scripts.
  
• Apply previously developed client-side scripts.
  
• Modify previously developed client-side script.
  
• Test client-side scripts.
  
• Troubleshoot client-side scripts.
  
• Participate in informed discussion related to client-side scripts in Microsoft CRM 3.0.
  

Module 6:Application Integration

• Application Integration Features and Resources
• IFrame
• Dynamic IFrame
• URL Addressable Forms
• Creating Custom Menus, Navigation items and Buttons
• ISV. Config Integration Points
• Configuring Controls
• Control Types
• ISV.config structure
• SiteMap
• SiteMap Structure
• SDK Capabilities
• ISV Solutions
• Lab: Add an IFrame
• Lab: Creating Custom Buttons, Navigation Items and Menus
• Lab: Implement the Clone Contact Feature
• Lab: Apply Site Map Customizations

• Use IFrame to integrate other applications.
  
• Add custom menus, side tabs and buttons to the Microsoft CRM application.
  
• Reference Microsoft CRM Forms from other applications.
  
• Customize the Navigation Pane.
  
• Recognize opportunities to extend Microsoft CRM.
  
• Locate ISV solutions.
  

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.