Exclusive
CRM

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



> Target Audience
THIS COURSE HAS NOW RETIRED. PLEASE SEE THE SUPPLEMENTARY INFORMATION FOR DETAILS OF ALTERNATIVE COURSES.
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.
Skills
  • 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.
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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
Skills
  • 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.
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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
Skills
  • 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.
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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
Skills
  • 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.
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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
Skills
  • 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
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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
Skills
  • 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
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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
Skills
  • 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
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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
Skills
  • 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..
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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
Skills
  • 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.
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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
Skills
  • 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.
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> 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.