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CRM

Customisation and Configuration in Microsoft Dynamics CRM 4.0
(Microsoft Training Course: 8912) - 3 days - £1700 exc VAT

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> Target Audience
This course provides students with the knowledge and skills to configure and customise Microsoft Dynamics CRM 4.0. It is intended for Implementation Consultants, System Administrators and Customizers who will configure the application’s organisational settings and customise the application using its built-in tools.
> Course outline
  1. Creating Your Organisational Structure
  2. Configuring Security
  3. Configuring Users and Teams
  4. Configuring Organisational Settings
  5. Customising Microsoft Dynamics CRM Overview
  6. Customising Forms and Views
  7. Customising Entities and Attributes
  8. Customising Relationships and Mapping
  9. Renaming Entities and Translating Customisations
  10. Maintaining Organisations Through Deployment Manager
  11. Introduction to Advanced Customisations


Module 1: Creating Your Organisational Structure
  • This module examines how to set up your organisational structure by maintaining business units within an organisation.
  • Business Units
  • Managing Business Units
  • Lab: Maintaining Business Units
Skills
  • Identify why an organisational hierarchy is defined in Microsoft Dynamics CRM.
  • Identify the differences between the root business unit and all other business units.
  • Identify the guidelines that control maintenance of business units.
  • Create and maintain business units in Microsoft Dynamics CRM.
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Module 2: Configuring Security
  • This module reviews the Microsoft Dynamics CRM security model, the components that make up the model, and how to manage them.
  • Microsoft Dynamics CRM Security Features
  • Privileges
  • Access Levels
  • Security Roles and Business Units
  • Creating and Copying Security Roles
  • Planning Considerations when Configuring Security
  • Lab: Copying and Creating Roles
Skills
  • Identify how privileges, access levels, and security roles are used by Microsoft Dynamics CRM to ensure data integrity and privacy.
  • Distinguish between entity-based privileges and task-based privileges.
  • Differentiate between the five types of access levels used within the security roles.
  • Identify how Microsoft Dynamics CRM uses security roles.
  • Identify the advantages of using the default Microsoft Dynamics CRM security roles.
  • Identify the properties of the system’s two default administrative roles.
  • Define the relationship between roles and business units.
  • Create new security roles.
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Module 3: Configuring Users and Teams
  • This module explains how to define the users who access Microsoft Dynamics CRM and the teams that share Microsoft Dynamics CRM data.
  • User Management Overview
  • Adding and Maintaining User Accounts
  • Team Management
  • Lab: Managing User Accounts
  • Lab: Managing Teams
Skills
  • Review the characteristics of Microsoft Dynamics CRM user management structure.
  • Create and maintain user accounts in Microsoft Dynamics CRM.
  • Identify the differences between adding a single user and adding multiple users at one time.
  • Identify the characteristics associated with each user licensing option.
  • Create and maintain teams of users in Microsoft Dynamics CRM.
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Module 4: Configuring Organisational Settings
  • This module examines a variety of configuration settings that enable Microsoft Dynamics CRM to be tailored to satisfy business requirements.
  • System Settings
  • Auto Numbering
  • Fiscal Year Settings
  • Multilingual User Interface
  • Multicurrency
  • Lab: Maintaining System Settings
  • Lab: Installing MUI Language Packs
  • Lab: Importing Currency Exchange Rates
Skills
  • Configure several ‘one-time’ only organisation settings that control various system-wide functionalities.
  • Identify the impact of each System Setting on end-user functionality.
  • Identify the impact of the Auto Numbering settings on end-user functionality.
  • Identify the impact of the Fiscal Year Settings on Sales Quota reporting.
  • Identify how Multilingual User Interface packs let users personalise their UI experience.
  • Examine how multicurrency enables monetary transactions and attributes to be defined in multiple currencies.
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Module 5: Customising Microsoft Dynamics CRM Overview
  • This module explains how Microsoft Dynamics CRM can be customised to adapt to business models.
  • Customisation Methodology
  • Microsoft Dynamics CRM Architecture
  • Types of Customisations
  • Upgrading Customisations
  • Publishing Customisations
  • Reusing Customisations
  • Lab: Importing and Exporting Customisations
Skills
  • Recognise the importance of defining and using an effective implementation methodology.
  • Recognise the types of customisations that can be based on the default Microsoft Dynamics CRM security roles.
  • Identify how the Microsoft Dynamics CRM architecture influences how and where you customise Microsoft Dynamics CRM.
  • Recognise some of the ways that Microsoft Dynamics CRM can be customised.
  • Identify how Microsoft Dynamics CRM’s architecture enables organisations to safely upgrade their customisations.
  • Identify which customisations require publishing and the various ways to publish them.
  • Discover how you can re-use customisations by exporting customisations made in one deployment and importing them into another.
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Module 6: Customising Forms and Views
  • This module examines how to customise the Microsoft Dynamics CRM user interface using the application’s customisation tools.
  • Basic UI Customisation Capabilities
  • Form Customisations
  • Preview Form Customisation
  • View Customisations
  • Lab: Form Customisation
  • Lab: View Customisation
Skills
  • Identify the features of the form customisation tool.
  • Examine how to organise data on a form by organising the data in tabs.
  • Examine how to organise data within tabs by using sections.
  • Identify how to add and maintain fields on a form.
  • Examine how to test the appearance and behaviour of a customised form prior to saving the customisations.
  • Examine how to customise an entity’s Preview form.
  • Identify the types of views that can be customised.
  • Identify the different ways in which a view can be customised.
  • Examine what properties can be customised on a view.
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Module 7: Customising Entities and Attributes
  • This module examines how Microsoft Dynamics CRM allows you to create new entities and attributes through the application’s built-in customisation tools.
  • Customisation Concepts
  • Customising Attributes
  • Creating a Custom Entity
  • Lab: Creating a Custom Attribute
  • Lab: Creating a Custom Entity
Skills
  • Review the types of entities and attributes available in a system.
  • Create and edit attributes to meet the business needs of your organisation.
  • Examine how to create, configure and delete custom entities.
  • Configure security settings to control access to and maintenance of custom entities.
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Module 8: Customising Relationships and Mapping
  • This module focuses on indentifying the different types of supported relationships in Microsoft Dynamics CRM.
  • Supported Entity Relationships
  • Unsupported Entity Relationships
  • 1:N Relationship Behaviour
  • Creating Entity Relationships
  • Entity Mapping
  • Lab: Create a Manual N:N Relationship
  • Lab: Create a Native N:N Relationship
  • Lab: Add a Mapping
  • Lab: Case Study
Skills
  • Identify the various types of supported relationships that can link system and custom settings.
  • Identify the types of relationships that are not supported by the system.
  • Understand how 1:N relationship rules control how certain actions taken on a record affect related records.
  • Create entity relationships and configuring relationship behaviour.
  • Discuss how attribute mapping facilitates data entry when creating new records that are related to a parent record.
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Module 9: Renaming Entities and Translating Customisations
  • This module examines the final two elements related to customising entities - renaming a customisable entity and, in a multilingual deployment, translating customised labels into the required languages.
  • Renaming a Customisable Entity
  • Translate Customised Labels
  • Lab: Renaming a Customisable Entity
Skills
  • Examine the steps that need to be performed to rename a customisable entity.
  • Understand how to translate customised labels in a multilingual deployment.
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Module 10: Maintaining Organisations Through Deployment Manager
  • This module examines the tools that are available in Microsoft Dynamics CRM’s Deployment Manager utility.
  • Creating Multiple Organisations
  • Deployment Manager - Deployment Administrators
  • Deployment Manager - Organisations
  • Deployment Manager - Servers
  • Deployment Manager - License
  • Lab: Maintaining Multiple Organisations
Skills
  • Identify how the multi-tenancy feature enables more than one organisation to be installed on a single Microsoft Dynamics CRM Server.
  • Understand how the Deployment Manager’s Deployment Administrators tool is used.
  • Examine how the Deployment Manager’s Organisations tool is used for maintaining connectivity.
  • Identify how to use the Deployment Manager’s Server tool to take Microsoft CRM Servers offline and online.
  • Use the Deployment Manager’s License tool to maintain licenses.
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Module 11: Introduction to Advanced Customisations
  • This module introduces a variety of advanced customisation features that are available with Microsoft Dynamics CRM.
  • Introduction to Workflow
  • Introduction to Application Event Programming
  • Common Uses for Event Programming
  • Using Form Events
  • Using Field Events
  • Configuring Event Detail Properties
  • Introduction to IFrames
  • Introduction to URL Addressable Forms
  • Introduction to Creating Custom Menus, Navigation Items and Buttons
  • Introduction to ISV.Config Integration Points
  • Introduction to SiteMap
  • SiteMap Structure
  • Introduction to SDK Capabilities
  • ISV Solutions
Skills
  • Identify the Microsoft Dynamics CRM features that enable application integration.
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> Pre-Requisites
Before attending this course, students must have the following pre-requisites:
  • Experience using Microsoft Dynamics CRM 4.0.
  • Basic understanding of SQL Server.
  • Understanding of relational database functionality.
  • It is recommended, but not essential, that students have completed the following course:
  • 8913: Applications in Microsoft Dynamics CRM 4.0.
> Purpose
After completing the course, students will be able to configure a organisational structure within Microsoft Dynamics CRM; add user accounts; create and maintain security roles; create teams of users; create and configure multiple organisations within one implementation; configure system settings, currency exchange rates and multi-lingual user interface language packs; import and export customisations; customise forms and views; customise database entities and attributes; customise entity relationships and mappings; identify areas where advanced customisation functionality can be implemented.