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.

Relational Databases

Web development, JavaScript (JScript), DHTML

XML

Business Units

Managing Business Units

Sites

Adding business units

Reorganizing the organizational hierarchy

Disabling a business unit

Enabling a business unit

Adding Sites

Deleting 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

Privileges

Access Levels

Roles

Creating roles in business units

Assigning roles to users

Resolution of conflicting privileges

Copying roles

Security Best Practices

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

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

User Management Overview

User Manager Wizard

Microsoft CRM User Management

Restricted Access Mode

Team Management

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

Adding teams

Assigning users to a team

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

Configuring System Settings

Configuring Auto Numbering

Configuring Fiscal Year Settings

Configuring the web.config file

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.

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

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.

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

Modify Tabs

Modify Sections

Modify Fields

Case Form Customization

Adding Attributes

Modifying Attributes

Deleting Attributes

Create a View

Configure a View

Share A View

Change the entity Name

Modify entity forms and Views

Change Attribute Display names

Customize messages

Modify affected reports

Modify on-line help content

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.

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

Export records to Excel

Upload the Report to Microsoft CRM

Use the Report Wizard

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

Automated Sales and Workflow Processes

Managing Competitors

Managing Sales Literature

Creating a Product Catalog

Manage competitor 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

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

Set up work schedules for resources

Add business closures

Remove resources from the schedule

Create a service activity and select resources to perform the service

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