Microsoft Business Solutions CRM 1.2 Installation & Configuration
(Microsoft Training Course: 8018) - 3 days - £1700 exc VAT

> Target Audience
Microsoft CRM Installation and Configuration training is recommended for people who plan to install, implement, configure, consult, or support Microsoft CRM. The course is not intended for non-technical staff
> Course outline
  1. Implementation Methodology
  2. Supporting Technologies
  3. Microsoft CRM Architecture
  4. Server and Client Installation
  5. Configuration - Business Management
  6. Configuration - Security
  7. Configuration - Administration
  8. Configuration – Crystal Enterprise Reporting
  9. Data Migration
  10. Troubleshooting

Supplementary InformationThis course has now retired and is no longer available.
Module 1: Implementation Methodology
  • Types of Implementations
  • Areas of the ITK
  • Phases of a CRM Implementation
  • Implementation Best Practices.
  • 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.
Module 2: Supporting Technologies
  • 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 Active Directory, DNS, SQL Server 2000 and IIS
  • 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.
Module 3: Microsoft CRM Architecture
  • 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
  • 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.
Module 4: Server and Client Installation
  • 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
  • Lab: CRM Server Installation
  • Lab: Post-Installation Tasks and Review
  • Lab: Exchange E-mail Router Installation & Configuring Queues
  • Lab: Sales for Outlook Client Installation
  • 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 e-mail.
  • 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 Microsoft CRM server, Outlook client, and Exchange E-mail Router.
Module 5: Configuration - Business Management
  • 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
  • Lab: Managing User Accounts
  • Lab: Managing Teams
  • 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
Module 6: Configuration - 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 7: Configuration - Administration
  • 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
  • Lab: Customization Transport Manager
  • Lab: Maintain System Settings
  • Lab: Web configuration settings
  • 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 functionalities
  • Set several Web configuration options that control the user interface experience
Module 8: Configuration – Crystal Enterprise Reporting
  • 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
  • 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..
Module 9: Data Migration
  • 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
  • Lab: Installation of the Data Migration Framework
  • Lab: Prepare Microsoft CRM for Data Migration
  • Lab: CDF Database Initialization
  • Lab: CDF Data Load
  • Lab: Data Cleansing
  • Lab: Test Migration
  • Lab: Full Migration
  • 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.
Module 10: Troubleshooting
  • 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
  • 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.
> Pre-Requisites
Before attending this course, students must have the following pre-requisites:
  • A working knowledge of Windows, Exchange, SQL Server, and Outlook.
> Purpose
After completing this course, students will be able to utilize the CRM Implementation methodology and its supporting tool kit; understand the primary technologies that support CRM; understand the CRM architecture, including Microsoft Outlook and Web-based clients, the application layer, the platform layer, and the database layer; identify the hardware and software requirements for the various CRM deployment scenarios; execute the pre-installation checklist requirements 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; configure CRM business units, users, and teams; understand and manage the CRM security model; execute the administrative tasks necessary to support the application; plan and execute a CRM data migration project by utilizing the Microsoft Data Migration Framework; troubleshoot common problems
> Supplementary Information
This course has now retired and is no longer available.