Learm Cloud Computing MSCRM from Certified Trainer - Call 918500800800 or Email to rupom.c@gmail.com for more queries.

1. MS Dynamics CRM - Functional
A) MSCRM Basics
i) MSCRM Introduction
ii) MSCRM Architecture, Layers and Technology
iii) MSCRM Basic Navigations
iv) Accounts, Contacts , Activities
B) Sales & Marketing Management
i) Lead Management
ii) Opportunity Management
iii) Product Management
iv) Campaign Management

2. C)
D)
E)
F)
G)
v) Marketing List Management
vi) Quotes, Order, Invoice Management
vii) Competitors and Goal Management
viii) Sales Literature and Marketing Materials
Service Management
i) Case Management
ii) Service Management
iii) Contract Management
iv) Knowledge Base Article Management
Business Management
i) Fiscal Year, Business Closures
ii) Goal Metrics
iii) Facilities and Equipment’s
iv ) Queue management (Configuring POP3, SMTP, Gmail)
v) Resource Group
vii) Quota, Sales Territories, Site Management
viii) Subjects, Connection & Relationship Roles.
Administration
i) System Settings, Server Settings
ii) Business Unit, Security Roles creations.
iii) Field Security Profiles
iv) Team, User Creation
v) Access and Privileges
vii) Auto Numbering, Languages Settings
Database Management
i) Data Imports
ii) Data Maps
iii) Templates of Data Imports
iv) Duplicate Detection Settings, Rules, Jobs
v) Bulk Deletion
Customization & Solutions
i) Customization of System Entity, Custom Entity
ii) Entity Creation, Attribute Creations
iii) Form Creation, Section, Tabs, I frames,
iv) Relationship (1:N, N:1, N:N)
v) Views creation
vi) Templates creation (Email, Contract, KB)
vii) Understanding Solutions

3. H)
I)
J)
K)
viii) Import & Export Customization
Document Management
i) Document Management
ii) Share point Document Locations
iii) Components Management
Report Management
i) Reports, Dashboard Creations
ii) Customizing Reports
iii) Import and Exports of Reports
iv) Customizing RDL files with Business Intelligence Studio (Basic)
Goal Management
i) Goal Audit Settings
ii) Entity and Field Audit Settings
iii) Audit Log Management
iv) Audit Summary
Workflow/Process Creations
i) Process Creations
ii) Process Triggers, Loops, Branch, Chain
iii) Process Export, Import and Publish
iv) Workflow Rules
MS Dynamics CRM – Technical
L) MSCRM Basics
i) MSCRM Introduction
ii) MSCRM Architecture, Layers and Technology
iii) MSCRM Basic Navigations
iv) Accounts, Contacts , Activities
M) Customization & Solutions
i) Customization of System Entity, Custom Entity
ii) Entity Creation, Attribute Creations
iii) Form Creation, Section, Tabs, I frames,
iv) Relationship (1:N, N:1, N:N)
v) Views creation

4. vi) Templates creation (Email, Contract, KB)
vii) Understanding Solutions
viii) Import & Export Customization
N) Report Management
i) Dashboard Creations
ii) Customizing Reports
iii) Import and Exports of Reports
iv) Customizing RDL files with Business Intelligence Studio (Basic)
O) Web services
i) Plugin Registration Tools
ii) Writing and Registering Plugins
iii) Deregistration of Plugins
iv) Sy
P) ISV/Plugins
i) Plugin Registration Tools
ii) Writing and Registering Plugins
iii) Deregistration of Plugins
iv) System integrations
iii) Components Management
Q) Client Side Scripting
i) Events : OnLoad, OnSave, OnChange
ii) ISV & Sitemap (XML)
iii) Creating Custom Button, Checkbox, custom logic,
iv) Who am I
R) Server Side Scripting
i) Web services (Discovery, Metadata, CRM)
ii) Methods(Create, Modify, Delete, Fetch)
iii) Creating Solution with .NET
Course Snapshot

5. Marketing Automation in Microsoft Dynamics CRM
2011 (80290A)
Module 1: Introduction
This module introduces you on how to use Microsoft Dynamics CRM to extend the
effectiveness of your marketing department and provides context of how to use things such as
marketing campaigns, marketing lists, and campaign templates in Microsoft Dynamics CRM.








Benefits of Closed Loop Marketing
Creating and Using Marketing Lists
Marketing Campaigns and Quick Campaigns
Quick Campaigns
Introduction to Marketing Campaigns
Creating a Marketing Campaign
Creating and Using Campaign Templates
Importing Leads
Lab : Quick Campaigns
Lab : Create a Marketing Campaign
After completing this module, students will be able to:








Identify the benefits of closed loop marketing.
Create and use marketing lists.
Identify when to use a quick campaign or a marketing campaign.
Examine the purpose of quick campaigns and the key steps to create one.
Review the purpose and elements of marketing campaigns.
Planning marketing campaigns.
Create and use campaign templates.
Import Leads from Microsoft Office Excel files.
Module 2: Implementing and Managing Marketing Campaigns
This module discusses the role of campaign activities and marketing lists in campaigns. It also
discusses how to associate sales literature, target products and price lists with marketing
campaigns.
Lessons






Campaigns, Campaign Activities and Marketing Lists
Creating and Using Email Templates
Sales Literature, Products and Price Lists
Distributing Campaign Activities
Capturing and Viewing Campaign Responses
Working with Campaign Responses

6. Lab : Create a Campaign Response
After completing this module, students will be able to:





Understand the role of campaign activities and marketing lists in campaigns.
Create and use Email Templates for use in marketing campaigns.
Associate sales literature, target products and price lists with marketing campaigns.
Distribute campaign activities.
Capture and manage campaign responses.
Module 3: Analysis, Reporting and Goals
This module discusses the built-in marketing reports that can be used to review campaign
performance and compare campaigns. It also explains how to create and manage sales goals
within the organization.





Analyzing Marketing Information with Lists, Views and Charts
Working with Reports
Creating and Managing Marketing Goals
Creating Charts
Customizing and Working with Dashboards
Lab : Create a Personal Chart for Appointments
Lab : Goal Management
After completing this module, students will be able to:






Use Lists, Views and Charts to gain insight into important sales information.
Use the built-in marketing reports to review campaign performance and compare
campaigns.
Create custom reports with the Report Wizard.
Create and manage sales goals for individuals, teams, and the organization.
Analyze marketing information with Personal Charts and System Charts.
Use Dashboards to analyze marketing information.
Sales Management in Microsoft Dynamics CRM 2011
(80291A)
Module 1: Introduction
This module introduces the capabilities of Microsoft Dynamics CRM that allow you to track and
manage the sales process from potential to close.



Overview of the Sales Process in Microsoft Dynamics CRM
Core Records in the Sales Process
Tracking Competitors and Managing Sales Literature

7. 


Working with Leads
Working with Opportunities
Sales Processes, Workflows and Dialogs
Lab : Qualify and Convert Leads
Lab : Running a Dialog Process
After completing this module, students will be able to:







Gain a conceptual understanding of the Microsoft Dynamics CRM sales process.
Understand the role of the core record types used in Microsoft Dynamics CRM Sales
Management.
Identify when and how to use the Competitors and Sales Literature record types.
Identify when to use leads to qualify or disqualify opportunities.
Create, work with and close opportunities.
Reopen opportunities.
Use process dialogs to automate lead and opportunity management.
Module 2: Working with the Product Catalog
This module describes the role of the product catalog in Microsoft Dynamics CRM and the
benefits of using it. It shows the tasks that are required to configure a product catalog,
including setting up and maintaining unit groups, products, and price lists. It also describes and
demonstrates the important role of the product catalog and price lists in the sales process.




The Product Catalog and the Sales Process
Unit Groups
Adding and Maintaining Products
Creating, Maintaining and Using Price Lists
Lab : Create a Special Offer Price ListLab : Use a Special Offer Price List for an Opportunity
After completing this module, students will be able to:





Identify the features and benefits of the product catalog.
Create and maintain unit groups for the product catalog.
Add products to the product catalog, and describe the use of kit products and substitute
products.
Create price lists and configure for different customers, marketing campaigns and
special offers.
Set up different price lists for different types of customers and marketing campaigns.
Module 3: Sales Order Processing
This module discusses the tools used to capture important sales information and uncover new
business opportunities. Although, quotes, orders, and invoices are an important part of the
sales processes and provide a complete view of the customer, implementing a sales process
allows users to initiate, track, and close sales consistently and efficiently.

8. 



The Microsoft Dynamics CRM Sales Order Process
Opportunities, Quotes, and the Sales Process
Working with Orders
Working with Invoices
Lab : Create Multiple Quotes from an Opportunity
Lab : Convert a Quote to an Order
After completing this module, students will be able to:




Identify what constitutes a complete sales transaction.
Understand how opportunities and quotes are related to each other, and how they can
be used together in the sales process.
Create a new order, create an order from a quote, and track order fulfillment.
Create an invoice from an order and close or cancel an invoice.
Module 4: Analysis, Reporting and Goals
This course discusses a number of tools you can use to analyze and report on sales-related
information in Microsoft Dynamics CRM.






Analyzing Sales Information with Lists, Views and Charts
Working with Reports
Exporting Sales Information to Microsoft Office Excel
Creating and Managing Sales Goals
Creating Charts
Dashboards
Lab : Create a Sales Goal for Opportunities
After completing this module, students will be able to:







Use Lists, Views, and Charts to obtain important sales information.
Use sales reports to review potential opportunities, forecast revenue, and analyze sales
productivity.
Create custom reports with the Report Wizard.
Export the results of an Advanced Find or view a Microsoft Excel spreadsheet using the
Export to Excel feature.
Create and manage sales goals for individuals, teams, and your organization.
Create and share personal charts and system charts.
Work with and create dashboards.
Service Management in Microsoft Dynamics CRM
2011(80292A)
Module 1: Introduction

9. This module introduces Microsoft Dynamics CRM service management functionality and
explains how it helps organizations track information about cases, customer complaints or
requests, and small projects.




Getting Started with Service Management
Cases and the Service Management Process
Queues and Contracts in Service Management
Working with Cases in the Case Grid
Lab : Assigning Cases and Default Queues
After completing this module, students will be able to:




Understand the fundamental record types used in Microsoft Dynamics CRM for Service
Management.
Identify how the service management process flows helps organizations manage and
resolve cases and provide efficient customer service.
Understand Queues and Contracts.
Work with cases in the case grid.
Module 2: Working with Cases and Contracts
This module explains cases and contracts and about how they can be used together in service
management functions.





Creating Case Records
Working with Cases
Contracts and Contract Templates
Creating and Working with Contracts
Using Contracts with Cases
Lab : Resolving a Case with a Contract
After completing this module, students will be able to:








Identify the steps required to create a new case.
Understand the impact of activities and procedures for using the knowledge base.
Understand the components of contracts.
Create and manage contract templates.
Create and manage contracts.
Understand the role of contract lines and add contract lines to a contract.
Associate contracts with cases.
Understand the case resolution process when contracts are used.
Module 3: Using the Knowledge Base
This module explains how to use the knowledge base and discusses how organizations can
browse, locate, and share information in the repository.

10. 



Article Templates
Creating, Approving and Publishing Articles
Using and Searching the Knowledge Base
Cases and Knowledge Base Articles
Lab : Managing Knowledge Base Articles
After completing this module, students will be able to:





Create, activate, deactivate and delete Knowledge Base article templates.
Examine the complete process of creating, editing and publishing Knowledge Base
articles.
Search for Knowledge Base articles through the Workplace, Service and Advanced Find.
Search articles from within a case record.
Utilize articles to assist in resolving cases.
Module 4: Working with Teams and Queues
This course discusses how to create, manage and use teams and queues in Microsoft Dynamics
CRM.





Introduction to Teams
Introduction to Queues
Creating and Managing Queues
Working with Queues and Queue Items
Using Workflows with Queues
Lab : Routing Cases to Queues
After completing this module, students will be able to:





Create, manage, and work with Teams.
Identify uses of queues for sales and customer service.
Define steps involved in creating and managing queues.
Work with queue items.
Identify how queues and workflows can be used together to increase efficiency.
Module 5: Analysis, Reporting and Goals
This module discusses the many methods available for analyzing and reporting on service
management information in Microsoft Dynamics CRM.



Service Management Reports
Service Management Charts and Dashboards
Goal Management for Service
Lab : Goal and Goal Metrics
After completing this module, students will be able to:

11. 


Work with pre-configured service management reports.
Build personal and system charts and dashboards to provide insight into important
service management information.
Use the Goal Management features to create and manage goals for service
management.
Service Scheduling in Microsoft Dynamics CRM 2011 (80293A)
Module 1: Introduction
This module discusses the scheduling process, scheduling engine, and scheduling service
activities in detail since they are key entry points in the scheduling process.






Service Scheduling Overview
Service Scheduling Scenarios
Service Scheduling Process
Working with Service Activities and the Service Calendar
Closing, Canceling, or Rescheduling a Service Activity
Using Charts and Reports to Analyze Service Activities
Lab : Create a Service Activity with a Selection Rule
After completing this module, students will be able to:







Discuss key service scheduling concepts.
Compare service scheduling business scenarios.
Understand the service scheduling process flow.
Set up a Work Schedule for a User, Facility or Equipment.
Create service activities and navigate and book service activities in the Service Calendar.
Close, cancel or reschedule service activities
Analyze service activity information using charts.
Module 2: Advanced Topics
This module presents how to use service scheduling in situations that have complex scheduling
requirements





Understanding the Service Activity Scheduling Engine
Resources, Services and Selection Rules
Incorporating Customer Preferences
Resource and Service Capacity Requirements
Understanding Sites and Same-Site Requirements
Lab : Schedule a Service with a Same-Site Requirement
After completing this module, students will be able to:

12. 





Identify the role and importance of the Service Activity Scheduling Engine.
Explain how service activity records synchronize with Microsoft Office Outlook in
Microsoft Dynamics CRM.
Create and modify Selection Rules for the resources required to perform a service
activity.
Incorporate customer preferences when scheduling service activities.
Configure resources and build selection rules to perform capacity scheduling.
Describe the importance of sites, how to associate resources with a site, and how to
impose same-site restrictions on a resource selection rule.
Microsoft Dynamics CRM 2011 Customization and
Configuration (80294A)
Module 1: Business Units and Security Roles
This module explains how to create and configure Business Units in Microsoft Dynamics CRM. It
also explains the design principles behind Security Roles, and how to create and modify new
Security Roles.



Business Units
Managing Business Units
Security Features
Lab : Maintaining Business Units
Lab : Copying and Creating Roles
After completing this module, students will be able to:















Identify why an organizational 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
Identify the guidelines that control maintenance of business units
Create and maintain business units in Microsoft Dynamics CRM
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
Create new Security Roles by copying privileges and access levels from existing Security
Roles

13. 
Identify best practices to follow when configuring Security Roles
Module 2: Configuring Users and Teams
This module describes how to create and configure Users and Teams in Microsoft Dynamics
CRM. The module explains the interaction between Active Directory and Users and examines
how to assign Security Roles to both Users and Teams.



User Management Overview
Adding and Maintaining User Accounts
Team Configuration
Lab : Managing User Accounts
Lab : Managing Teams
After completing this module, students will be able to:





Review the characteristics of Microsoft Dynamics CRM's 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
Module 3: Customizing Microsoft Dynamics CRM Overview
This module describes the customization architecture of CRM. The principles behind Solutions
and their components are introduced.




Customization Methodology
Who can Customize Microsoft Dynamics CRM?
Types of Customizations
Types of Customizations - Solutions
Lab : Creating a Solution
After completing this module, students will be able to:






Recognize the importance of defining and using an effective implementation
methodology as you develop customizations
Identify how the Microsoft Dynamics CRM architecture influences how and where you
customize Microsoft Dynamics CRM
Recognize the types of customizations that can be made based on the default Microsoft
Dynamics CRM security roles
Recognize some of the ways that Microsoft Dynamics CRM can be customized
Identify which customizations require publishing and the various ways to publish your
customizations
Understand the use of Solutions

14. 




Discover how you can re-use customizations by exporting Solutions made in one
deployment and importing them into another
Create a new Solution
Identify the components of Solutions
Identify the differences between Managed and Unmanaged Solutions
Configure properties of Managed Solution Components
Module 4: Customizing Fields
This module explains the use of fields in Microsoft Dynamics CRM. The module describes the
concept of data types and formats for fields; and, how to create them in for system and custom
entities.





Customization Concepts
Field Data Types
Field Properties
Creating Fields
Creating Option Sets
Lab : Creating a Custom Field
Lab : Creating and Using a Separate Option Set
After completing this module, students will be able to:





Review the types of fields available in the system
Describe the different Data Types available
Describe the different Field Properties
Create and edit fields to meet the business needs of your organization
Examine how to create, configure and delete Option Sets
Module 5: Customizing Entities
This module describes the concept of an entity in Microsoft Dynamics CRM. The module
explains how to create new entities and the various configuration options available. It explains
the difference between standard and activity entities and the different scenarios in which they
can be used.
Lessons


Entity Concepts
Modifying Custom Entities
Lab : Creating Custom Entities
Lab : Modifying Entities
After completing this module, students will be able to:


Review the types of entities available in the system
Configure security settings to control access to and maintenance of custom entities

15. 


Edit Existing Entities to meet the business needs of your organization
Examine how to create, configure, and delete custom entities
Configure the properties in a Managed Solutions
Module 6: Customizing Relationships and Mappings
This module explains the purpose of entity relationships in Microsoft Dynamics CRM. The
module describes how to create and customize 1:N, N:1 and N:N relationships and explains the
difference between native and manual N:N relationships.
Lessons



Types of Entity Relationships
Creating Entity Relationships
Entity Mapping
Lab : Create a Manual N:N Relationship
Lab : Create a Mapping
After completing this module, students will be able to:




Identify the various types of supported Relationships that can link custom entities with
other custom entities and with system entities
Understand how 1:N Relationship rules control how certain actions taken on a record
affect related records
Create entity relationships and configure relationship behavior
Discuss how field mapping facilitates data entry when new records related to a parent
record are created
Module 7: Customizing Forms, Views and Charts
This module explains the design, creation and customization of Views, Charts and Forms. Views
design includes the use of filters and columns lists; and, the idea of system and personal views.
The module goes on to explain how to create charts and how to configure charts for various
Microsoft Dynamics CRM areas. Form design is covered in detail, including the use of web
components on forms, form security and filtered lookups.






Basic UI Customization Capabilities
View Customization Overview
Charts
Form Customization Overview
Other Form Objects
Creating New Forms
Lab : View Customization
Lab : Creating Charts
Lab : Forms Design
After completing this module, students will be able to:

16. 






Introduce the basic user interface components that can be customized to meet your
organization's business requirements
Identify the different ways in which a view can be customized
Understand the use of Charts with Views, including drill-down capabilities
Examine the method of creating and configuring Charts for entities
Identify the features of the form customization tool
Investigate the other form objects available
Identify how to add, maintain and organize fields on a form
Module 8: Configuring Field Security
This module explains the concept of field security in Microsoft Dynamics CRM. The module
describes how to create and implement Field Security Profiles and how those profiles
complement the other security mechanisms in Microsoft Dynamics CRM.


Field Security Scope
Field Security and Other Security Methods
Lab : Creating and Testing a Field Security Profile
Lab : Modify Field Security
After completing this module, students will be able to:





Understand the use of field level security in Microsoft Dynamics CRM
Create and maintain Field Security Profiles
Understand how field permission work with Field Security Profiles
Implement Field Security Profiles by assigning them to Users and Teams
Examine how field security interacts with entity and record security
Module 9: Configuring Auditing
This module describes the auditing architecture of Microsoft Dynamics CRM. It explains how
auditing can be enabled at three levels in Microsoft Dynamics CRM: system, entity and field.
The module describes how to view and interpret auditing data.



Enabling Auditing
Viewing Audit Data
Managing Audit Partitions
Lab : Configure Auditing
After completing this module, students will be able to:





Understand the architecture of auditing
Examine the use of audit partitions
Identify the actions that can be audited
Identify the different types of entities that are audited by default
Understand how to turn on auditing and select the entity types to be audited

17. 


Set auditing for individual attributes of auditable entities
Examine audit logs
Manage audit partitions
Module 10: Configuring Solutions
This module builds on the principles described in module 3 to explain how to create and
configure Solutions. The module describes the difference between managed and unmanaged
Solutions and illustrates the methods used to export and import both types.



Solutions Review
Exporting and Importing Unmanaged Solutions
Exporting and Importing Managed Solutions
Lab : Unmanaged Solutions
Lab : Exporting and Importing Managed Solutions
After completing this module, students will be able to:





Review the attributes and functions of Solutions
Identify how to Export and Import unmanaged Solutions
Examine the effect of importing unmanaged Solutions
Identify how to Export and Import managed Solutions
Examine the effect of importing managed Solutions
Microsoft Dynamics CRM 2011 Customization and
Configuration (80294A)
Module 1: Business Units and Security Roles
This module explains how to create and configure Business Units in Microsoft Dynamics CRM. It
also explains the design principles behind Security Roles, and how to create and modify new
Security Roles.



Business Units
Managing Business Units
Security Features
Lab : Maintaining Business Units
Lab : Copying and Creating Roles
After completing this module, students will be able to:


Identify why an organizational hierarchy is defined in Microsoft Dynamics CRM
Identify the differences between the root business unit and all other business units

18. 













Identify the guidelines that control maintenance of Business Units
Create and maintain Business Units in Microsoft Dynamics CRM
Identify the guidelines that control maintenance of business units
Create and maintain business units in Microsoft Dynamics CRM
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
Create new Security Roles by copying privileges and access levels from existing Security
Roles
Identify best practices to follow when configuring Security Roles
Module 2: Configuring Users and Teams
This module describes how to create and configure Users and Teams in Microsoft Dynamics
CRM. The module explains the interaction between Active Directory and Users and examines
how to assign Security Roles to both Users and Teams.



User Management Overview
Adding and Maintaining User Accounts
Team Configuration
Lab : Managing User Accounts
Lab : Managing Teams
After completing this module, students will be able to:





Review the characteristics of Microsoft Dynamics CRM's 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
Module 3: Customizing Microsoft Dynamics CRM Overview
This module describes the customization architecture of CRM. The principles behind Solutions
and their components are introduced.



Customization Methodology
Who can Customize Microsoft Dynamics CRM?
Types of Customizations

19. 
Types of Customizations - Solutions
Lab : Creating a Solution
After completing this module, students will be able to:











Recognize the importance of defining and using an effective implementation
methodology as you develop customizations
Identify how the Microsoft Dynamics CRM architecture influences how and where you
customize Microsoft Dynamics CRM
Recognize the types of customizations that can be made based on the default Microsoft
Dynamics CRM security roles
Recognize some of the ways that Microsoft Dynamics CRM can be customized
Identify which customizations require publishing and the various ways to publish your
customizations
Understand the use of Solutions
Discover how you can re-use customizations by exporting Solutions made in one
deployment and importing them into another
Create a new Solution
Identify the components of Solutions
Identify the differences between Managed and Unmanaged Solutions
Configure properties of Managed Solution Components
Module 4: Customizing Fields
This module explains the use of fields in Microsoft Dynamics CRM. The module describes the
concept of data types and formats for fields; and, how to create them in for system and custom
entities.





Customization Concepts
Field Data Types
Field Properties
Creating Fields
Creating Option Sets
Lab : Creating a Custom Field
Lab : Creating and Using a Separate Option Set
After completing this module, students will be able to:





Review the types of fields available in the system
Describe the different Data Types available
Describe the different Field Properties
Create and edit fields to meet the business needs of your organization
Examine how to create, configure and delete Option Sets
Module 5: Customizing Entities

20. This module describes the concept of an entity in Microsoft Dynamics CRM. The module
explains how to create new entities and the various configuration options available. It explains
the difference between standard and activity entities and the different scenarios in which they
can be used.
Lessons


Entity Concepts
Modifying Custom Entities
Lab : Creating Custom Entities
Lab : Modifying Entities
After completing this module, students will be able to:





Review the types of entities available in the system
Configure security settings to control access to and maintenance of custom entities
Edit Existing Entities to meet the business needs of your organization
Examine how to create, configure, and delete custom entities
Configure the properties in a Managed Solutions
Module 6: Customizing Relationships and Mappings
This module explains the purpose of entity relationships in Microsoft Dynamics CRM. The
module describes how to create and customize 1:N, N:1 and N:N relationships and explains the
difference between native and manual N:N relationships.
Lessons



Types of Entity Relationships
Creating Entity Relationships
Entity Mapping
Lab : Create a Manual N:N Relationship
Lab : Create a Mapping
After completing this module, students will be able to:




Identify the various types of supported Relationships that can link custom entities with
other custom entities and with system entities
Understand how 1:N Relationship rules control how certain actions taken on a record
affect related records
Create entity relationships and configure relationship behavior
Discuss how field mapping facilitates data entry when new records related to a parent
record are created
Module 7: Customizing Forms, Views and Charts
This module explains the design, creation and customization of Views, Charts and Forms. Views
design includes the use of filters and columns lists; and, the idea of system and personal views.

21. The module goes on to explain how to create charts and how to configure charts for various
Microsoft Dynamics CRM areas. Form design is covered in detail, including the use of web
components on forms, form security and filtered lookups.






Basic UI Customization Capabilities
View Customization Overview
Charts
Form Customization Overview
Other Form Objects
Creating New Forms
Lab : View Customization
Lab : Creating Charts
Lab : Forms Design
After completing this module, students will be able to:







Introduce the basic user interface components that can be customized to meet your
organization's business requirements
Identify the different ways in which a view can be customized
Understand the use of Charts with Views, including drill-down capabilities
Examine the method of creating and configuring Charts for entities
Identify the features of the form customization tool
Investigate the other form objects available
Identify how to add, maintain and organize fields on a form
Module 8: Configuring Field Security
This module explains the concept of field security in Microsoft Dynamics CRM. The module
describes how to create and implement Field Security Profiles and how those profiles
complement the other security mechanisms in Microsoft Dynamics CRM.


Field Security Scope
Field Security and Other Security Methods
Lab : Creating and Testing a Field Security Profile
Lab : Modify Field Security
After completing this module, students will be able to:





Understand the use of field level security in Microsoft Dynamics CRM
Create and maintain Field Security Profiles
Understand how field permission work with Field Security Profiles
Implement Field Security Profiles by assigning them to Users and Teams
Examine how field security interacts with entity and record security
Module 9: Configuring Auditing

22. This module describes the auditing architecture of Microsoft Dynamics CRM. It explains how
auditing can be enabled at three levels in Microsoft Dynamics CRM: system, entity and field.
The module describes how to view and interpret auditing data.



Enabling Auditing
Viewing Audit Data
Managing Audit Partitions
Lab : Configure Auditing
After completing this module, students will be able to:








Understand the architecture of auditing
Examine the use of audit partitions
Identify the actions that can be audited
Identify the different types of entities that are audited by default
Understand how to turn on auditing and select the entity types to be audited
Set auditing for individual attributes of auditable entities
Examine audit logs
Manage audit partitions
Module 10: Configuring Solutions
This module builds on the principles described in module 3 to explain how to create and
configure Solutions. The module describes the difference between managed and unmanaged
Solutions and illustrates the methods used to export and import both types.



Solutions Review
Exporting and Importing Unmanaged Solutions
Exporting and Importing Managed Solutions
Lab : Unmanaged Solutions
Lab : Exporting and Importing Managed Solutions
After completing this module, students will be able to:





Review the attributes and functions of Solutions
Identify how to Export and Import unmanaged Solutions
Examine the effect of importing unmanaged Solutions
Identify how to Export and Import managed Solutions
Examine the effect of importing managed Solutions
Microsoft Dynamics CRM 2011 Installation and Deployment
(80296A)
Module 1: Microsoft Dynamics CRM Components

23. This module examines the core components of a Microsoft Dynamics CRM deployment.











Microsoft Dynamics CRM Components
Microsoft Dynamics CRM Server
Microsoft Dynamics CRM for Office Outlook
Microsoft Dynamics CRM E-mail Router
Microsoft SQL Server 2008
Microsoft Dynamics CRM Reporting Extensions
Microsoft Dynamics CRM Language Packs
Microsoft SharePoint
Internet Information Services
Active Directory
Internet Facing Deployment and Active Directory Federation Services
After completing this module, students will be able to:











Discover which components are required for a successful Microsoft Dynamics CRM
implementation.
Examine the role of the Microsoft Dynamics CRM Server in a Microsoft Dynamics CRM
deployment.
Identify the differences between the two modes of the Microsoft Dynamics CRM for
Office Outlook.
Review the role of Microsoft Dynamics CRM E-mail Router in processing incoming and
outgoing e-mail.
Review the role of Microsoft SQL Server and the databases employed by Microsoft
Dynamics CRM.
Review the role of Microsoft Dynamics CRM Reporting Extensions.
Review the role of Microsoft Dynamics CRM Language Packs.
Review the role of Microsoft SharePoint in a Microsoft Dynamics CRM deployment.
Discuss the role of Internet Information Services (IIS) in a Microsoft Dynamics CRM
deployment.
Examine the role of Active Directory in a Microsoft Dynamics CRM deployment.
Examine the role of Active Directory Federation Services in a Microsoft Dynamics CRM
Internet-facing deployment.
Module 2: Planning the Installation
This module describes the some of the considerations in planning a Microsoft Dynamics CRM
deployment and the hardware and software requirements necessary for deployment.




Planning the Microsoft Dynamics CRM Deployment
Privileges for the Installation User
Supported Server Technologies
Hardware Requirements

24. 




Software Requirements
Active Directory and Microsoft Dynamics CRM 2011
Securing Network Traffic
Microsoft Dynamics CRM Offerings
Microsoft Dynamics CRM 2011 Licensing Model
After completing this module, students will be able to:





Identify the need for planning a Microsoft Dynamics CRM Deployment.
Identify the required privileges for the installation user.
Identify the supported server topologies.
Examine the hardware requirements for each component of the Microsoft Dynamics
CRM implementation.
Review the software requirements for each component of a Microsoft Dynamics CRM
implementation.
Identify the Active Directory configurations supported by Microsoft Dynamics CRM 2011.
Examine how network traffic to and from the Microsoft Dynamics CRM Server can be
encrypted.
Identify the editions of Microsoft Dynamics CRM 2011.

Examine the licensing model used by Microsoft Dynamics CRM 2011.



Module 3: Microsoft Dynamics CRM Server Installation
This module describes the components that are installed during Microsoft Dynamics CRM
Server Setup and the installation procedures and options.









Microsoft Dynamics CRM Server Architecture
Components Installed During Server Setup
Microsoft Dynamics CRM Website
Required Installation Rights for Microsoft Dynamics CRM Server
Install Microsoft Dynamics CRM 2011 Server
Installation Troubleshooting
Post-Installation Tasks
Install Microsoft Dynamics CRM using the Command Line
Sample Data
Lab : Install Microsoft Dynamics CRM 2011 Server
Lab : Load Sample Data
After completing this module, students will be able to:




Review the components of the Microsoft Dynamics CRM Server architecture.
Identify the components that are installed during Microsoft Dynamics CRM Server Setup.
Review the options for creating the Microsoft Dynamics CRM Server website.
Review the rights required to install Microsoft Dynamics CRM Server.

25. 




Install Microsoft Dynamics CRM Server.
Review installation troubleshooting and identify known issues.
Identify the tasks and configuration settings that are completed after the installation of
Microsoft Dynamics CRM Server.
Examine how to install Microsoft Dynamics CRM using the command line.
Examine how sample data can be added to a Microsoft Dynamics CRM implementation.
Module 4: Microsoft Dynamics CRM 2011 Reporting Extensions
This module provides an overview of the report types that are available in Microsoft Dynamics
CRM 2011 and the role of Reporting Extensions.




Microsoft Dynamics CRM 2011 Reporting Overview
Microsoft Dynamics CRM Reporting Extensions
Installing Microsoft Dynamics CRM Reporting Extensions
Microsoft Dynamics CRM Reporting Authoring Extension
Lab : Install Reporting Extensions
After completing this module, students will be able to:




Examine the two types of Reporting Services reports.
Review when Microsoft Dynamics CRM Reporting Extensions is required.
Identify the requirements for installing Microsoft Dynamic CRM Reporting Extensions.
Review when Microsoft Dynamics CRM Report Authoring Extension is required.
Module 5: Installing and Deploying the E-mail Router
This module discusses the role of the E-mail Router and installing and configuring the E-mail
Router.









Understanding the E-mail Router
Install the E-mail Router and Rule Deployment Wizard
Configure the E-mail Router
Set Up a Forward Mailbox
Deploy Inbox Rules
Approve E-mail Addresses
Install the E-mail Router on Multiple Computers
Troubleshooting
Discussion - E-mail Router
Lab : Install the E-mail Router
Lab : Configure the E-mail Router
After completing this module, students will be able to:

Examine the role of the Microsoft Dynamics CRM E-mail Router in a Microsoft Dynamics
CRM deployment.

26. 







Discover how the Microsoft Dynamics CRM E-mail Router processes incoming e-mail and
outgoing e-mail messages.
Install the Microsoft Dynamics CRM E-mail Router.
Review the E-mail Router configuration options.
Examine how to create a forward mailbox.
Review the purpose of deploying forwarding rules.
Review the requirement to approve e-mail addresses.
Review options for installing the E-mail Router on multiple computers.
Review troubleshooting tips.
Module 6: Microsoft Dynamics CRM for Microsoft Office Outlook
This module describes the installation requirements for the Microsoft Dynamics CRM for
Outlook client and how to install and configure the client.








Microsoft Dynamics CRM for Outlook Overview
Installation Requirements
Deployment Methods
Install Microsoft Dynamics CRM for Outlook
Configure Microsoft Dynamics CRM for Outlook
Configure User E-mail Settings
Installing Microsoft Dynamics CRM for Outlook using the Command Line
Using Microsoft Dynamics CRM for Outlook with Offline Capability
Lab : Install Microsoft Dynamics CRM for Outlook
Lab : Offline Capability
After completing this module, students will be able to:








Identify the features of Microsoft Dynamics CRM 2011 for Outlook.
Review the hardware and software requirements for Microsoft Dynamics CRM for
Outlook.
Identify the deployment methods for installing Microsoft Dynamics CRM for Outlook.
Install Microsoft Dynamics CRM for Outlook.
Configure Microsoft Dynamics CRM for Outlook to connect to Microsoft Dynamics CRM
organizations.
Configure user settings and options related to e-mails.
Install Microsoft Dynamics CRM for Outlook using the command line.
Review how Microsoft Dynamics CRM for Outlook with offline capability works and how
to configure the offline database.
Module 7: Configure an Internet Facing Deployment
This module describes how to configure a Microsoft Dynamics CRM 2011 deployment for access
over the Internet and configuring claims-based authentication.

Overview of Claims-Based Authentication

27. 





General Requirements
Certificates
Install Active Directory Federation Services 2.0
Configure AD FS 2.0
Configure Claims-Based Authentication
Configure Internet-Facing Deployment
After completing this module, students will be able to:







Provide a background to claims-based authentication.
Describe the requirements for configuring an Internet-Facing Deployment.
Review the certificates required for an Internet-facing Deployment.
Identify the steps to install Active Directory Federation Service 2.0.
Review the Active Directory Federation Service 2.0 configuration steps.
Review the steps to configure claims-based authentication in Microsoft Dynamics CRM.
Review the steps to configure an Internet-Facing Deployment in Microsoft Dynamics
CRM.
Module 8: Upgrading to Microsoft Dynamics CRM 2011
This module examines the planning considerations and the steps for upgrading an existing
Microsoft Dynamics CRM 4.0 deployment to Microsoft Dynamics CRM 2011.












Upgrade Considerations
Upgrade Process Phases
Phase 1 - Prepare to Upgrade
Phase 2 - Establish the Test Environment
Phase 3 - Upgrade and Validate the Test Environment
Phase 4 - Upgrade and Validate the Production Deployment
Perform an In-place Upgrade of Microsoft Dynamics CRM 4.0 Server
Perform a Migration Upgrade of Microsoft Dynamics CRM 4.0 Server
Perform a Connect to Existing Deployment Upgrade of Microsoft Dynamics CRM 4.0
Server
Upgrading the Microsoft Dynamics CRM 4.0 E-mail Router
Planning the Upgrade of Microsoft Dynamics CRM 4.0 for Outlook
Upgrading Microsoft Dynamics CRM 4.0 for Outlook
After completing this module, students will be able to:






Identify the restrictions and requirements before starting an upgrade.
Review the high-level phases of an upgrade process.
Review the need for an upgrade strategy.
Understand the need for a test environment.
Identify the need to validate an upgrade of a test environment.
Review the upgrade of the production deployment phase.

28. 





Identify the steps for an in-place upgrade of Microsoft Dynamics CRM 4.0
Identify the steps for a migration upgrade of Microsoft Dynamics CRM 4.0.
Identify the steps for a Connect to existing deployment upgrade of Microsoft Dynamics
CRM 4.0.
Understand the upgrade process for the Microsoft Dynamics CRM 4.0 E-mail Router.
Review issues with upgrading Microsoft Dynamics CRM 4.0 for Outlook.
Understand the upgrade process for Microsoft Dynamics CRM 4.0 for Outlook.
Module 9: Microsoft Dynamics CRM Deployment Manager
This module examines redeploying Microsoft Dynamics CRM and the role of the Microsoft
Dynamics CRM Deployment Manager in carrying out deployment-wide administrations tasks.










Redeploying Microsoft Dynamics CRM
Deployment Administrators
Create a New Organization
Manage Existing Organizations
Importing Organizations
Manage Servers
Configure Access from the Internet
Update Web Addresses
View License Information
Upgrade the Microsoft Dynamics CRM Edition
Lab : Duplicate Adventure Works Cycles Organization
After completing this module, students will be able to:










Review why the redeployment of Microsoft Dynamics CRM is required.
Describe the role of deployment administrators.
Review the steps to create new organizations.
Describe the management tasks for existing organizations.
Describe how to add an existing organization database to the deployment.
Review Microsoft Dynamics CRM Server management tasks.
Review the high-level steps to configure access to Microsoft Dynamics CRM from the
Internet.
Describe how to update the Microsoft Dynamics CRM web addresses.
Review Microsoft Dynamics CRM license information.
Describe the Microsoft Dynamics CRM Edition upgrade options.
Module 10: High Availability Options
This module provides a high-level overview of the high-availability options for Microsoft
Dynamics CRM.


Install Microsoft Dynamics CRM Server on Multiple Computers
Network Load Balancing

29. 

Clustering Microsoft SQL Server
High-availability Options for Other Supporting Components
After completing this module, students will be able to:




Review the reasons for installing Microsoft Dynamics CRM on multiple computers.
Describe the role of Network Load Balancing in providing enhanced scaling and
availability.
Describe the role of clustering Microsoft SQL Server in providing enhanced scaling and
availability.
Examine the high-availability options for other supporting components.
Extending Microsoft Dynamics CRM 2011 (80295A)
Module 1: Extensibility Overview
This module introduces some of the basic concepts in Microsoft Dynamics CRM 2011, including
a brief description of the xRM Application Framework, and the platform and features upon
which it is built. The module also provides a review of the Security model, business logic,
business entity and data access components. Finally the module contains a list of helpful skills
and resources to assist in the development process.














Objectives
Introduction
Extensibility Platform and Features
Security Model
Business Model
Business Logic
Business Entity Components
Data Access Components and Platform
Helpful Skills
Resources
Summary
Test Your Knowledge
Quick Interaction: Lessons Learned
Solutions
After completing this module, students will be able to:




Describe how Microsoft Dynamics CRM 2011 is designed to be extended and the core
extensibility features
Explain how the Security Model affects custom development and design.
Explain how "business logic" is incorporated
Explain how entities are structured and defined within the xRM Framework

30. 

Examine how data access is handled with the application
Recognize the skills developers will use to extend Microsoft Dynamics CRM 2011 and
the resources available to them
Module 2: Common Platform Operations
This module explains how to use a number of common methods to access both system and
custom entities in Microsoft Dynamics CRM 2011. It includes a detailed description of these
methods and the available data types in the system. The module also contains a sample
application that shows the audience how to create and update a Microsoft Dynamics CRM
2011 entity. Finally, it provides some helpful information about error handling.



















Objectives
Introduction
WCF Web Services
Discovery Service
Early versus Late-Binding
Early-Bound Entity Class
Late-Bound Entity Class
Organization Service
Authentication and Authorization
Entity Information
Working with Data Types
Using the Create Method
Using the Retrieve Method
Using the Update Method
Using the Delete Method
Using the RetrieveMultipleMethod
Summary
Test Your Knowledge
Solutions
Lab : 2.1: Creating Leads




Goal Description
Need a Little Help?
Step by Step
Step by Step
Lab :2.1: Account Management Application




Goal Description
Need a Little Help?
Step by Step
Step by Step

31. After completing this module, students will be able to:















Discuss the use and benefits of the Windows Communication Foundation
Use the Discovery Service web service to access Organization-level information
Explain the difference between early and late-bound classes
Use the code generation tool to create a file which contains multiple classes to use in
early-bound code
Develop custom code that used late-bound classes
Reference and use the Organization Service
Explain security dependencies
Identify how Entity information is used with the Organization web service
Identify the different Microsoft Dynamics CRM data types
Use the Create method of the Organization Service class to create a new record in
Microsoft Dynamics CRM
Use the Retrieve method of the Organization class to retrieve a single record
Use the Update method of the Organization Service class
Use the Delete method of the Organization Service class
Use the RetrieveMultiple method of the Organization Service class
Identify how to manage exceptions thrown by the Microsoft Dynamics CRM platform
Module 3: Querying Data and Executing Operations
This module provides the audience a variety of ways to query the Microsoft Dynamics CRM
database including: QueryAttribute, QueryByExpression, LINQ, FetchXML, Filtered views and
OData. Additionally, the module describes the Execute method and explains how to use the
OrganizationRequest and OrganizationResponse messages within Microsoft Dynamics CRM.
Finally, the module explains how the Organization Service web service can be used to interact
with Microsoft Dynamics CRM metadata.Lessons















Objectives
Introduction
Querying in Microsoft Dynamics CRM 2011
Query Expression
QueryByAttitude
LINQ Queries
FetchXML
Filtered Views
OData
Execute Method
Requests and Responses
Using the MetadataService Web Service
Summary
Test Your Knowledge
Quick Interaction: Lessons Learned

32. 
Solutions
After completing this module, students will be able to:










List querying options available to developers
Use the QueryExpression class to retrieve records based on complex criteria
Use the QueryByAttribute class for simple queries
Identify the benefits and appropriate uses of LINQ when querying and interacting with
data
Demonstrate and explain the uses of FetchXML
Examine how filtered views can be used to access data by using SQL
Use and specify OData elements when querying
Use the Execute method of the Organization Service for more specific platform
operations
Identify common Request and Response classes
Access and update schema information through he Organization Service web service
Module 4: Implementing Business Processes
This module explains how to develop custom workflow activities for use within Microsoft
Dynamics CRM. The functionality of Microsoft Dynamics CRM can be extended by writing
custom workflow activities that run code when configured workflow or dialog rules are run. In
addition, the module describes how to debug custom workflow activity code as well as how to
use declarative workflows for On-premise deployments.














Objectives
Introduction
Overview of Workflow
Overview of Dialogues
Setting up Custom Workflow Activity Assemblies
Demonstration: Configuring a Custom Workflow Activity
Creating Custom Workflow Activities
Debugging Custom Workflow Activities
Creating and Modifying Windows Workflow Foundation (XAML Workflows)
Demonstration: Modifying an Existing Workflow in Visual Studio 2010
Summary
Test Your Knowledge
Quick Interaction: Lessons Learned
Solutions
After completing this module, students will be able to:

Identify core workflow features in Microsoft Dynamics CRM

33. 




Review the basic concepts, terminology and benefits of using dialogues
Examine the steps involved in developing and deploying custom workflow activities
Create custom workflow activities
Debug custom workflow activities
Modify an existing Microsoft Dynamics CRM 2011 workflow in Visual Studio
Module 5: Plug-ins
This module provides the audience with an overview of Plug-ins. Plug-ins are powerful
mechanisms used to extend the functionality of events for any entity in Microsoft Dynamics
CRM 2011. The module reviews how plug-ins are used. It provides an explanation of the event
framework, and examines Plug-ins as they pertain to Isolation, Trusts and Statistics. In addition
the module illustrates how to develop Plug-ins, use impersonation and Entity Classes, and how
to register, deploy and debug Plug-ins. Finally the module provides an overview of how to
integrate Windows Azure with Microsoft Dynamics CRM 2011.Lessons















Objectives
Introduction
Overview of Plug-ins
Event Framework
Plug-in Isolation, Trusts and Statistics
Developing Plug-ins
Impersonation in Plug-ins
Entity Classes and Plug-ins
Register and Deploy Plug-ins
Debugging Plug-ins
Windows Azure Integration with Microsoft Dynamics CRM 2011
Summary
Test Your Knowledge
Quick Interaction: Lesson Learned
Solutions
Lab : Creating a Plug-in
After completing this module, students will be able to:







Identify how Plug-ins can be used to extend Microsoft Dynamics CRM 2011
Review the event framework
Examine Plug-in Isolation, Trusts and Statistics
Develop Plug-ins
Use impersonation in Plug-ins
Register and deploy Plug-ins
Debug Plug-ins

34. 
Integrate Windows Azure with Microsoft Dynamics CRM
Module 6: Application Event Programming
This module explains how to use the built-in features of the Microsoft Dynamics CRM
application. It also shows how the Microsoft Dynamics CRM application behaves when forms
are loaded or saved, field data changes, tabs change state, and when IFRAMES are loaded. In
Microsoft Dynamics CRM, event handler code can be attached to five events.














Objectives
Introduction
Using Jscript Libraries
Form and Field Events
Form Types
Form Event Handler Execution Context
Setting Event Dependencies
Pass Parameters
Using Best Practices in Writing Client-Side Code
Debugging Client-Side Code
Summary
Test Your Knowledge
Quick Interaction: Lessons Learned
Solutions
After completing this module, students will be able to:








use JScript Libraries to Customize Microsoft Dynamics CRM
Explore form and field events
Explore form types
Examine the form event handler execution context
Identify how to set event dependencies
Evaluate how parameters can be used within Microsoft Dynamics CRM 2011 forms
Apply best practices when writing client-side code
Identify how to debug client-side code
Module 7: Client Extensions
This module explains how to add custom buttons, menu items, and navigation areas so that
custom solutions are included in Microsoft Dynamics CRM. It also explains how to modify the
Application Navigation area and goes into detail on the ways to customize both the Site Map
and the Ribbon.



Objectives
Introduction
Customizing the Site Map

35. 





Customizing the Ribbon
URL Addressable Forms and Views
Summary
Test Your Knowledge
Quick Interaction: Lessons Learned
Solutions
After completing this module, students will be able to:




Integrate web pages into the user interface by using the Site Map
Describe the steps to modify the Ribbon
Demonstrate the use of Custom Actions, Rules and Localizing Ribbon controls
Describe how URL addressable forms can be used
Module 8: Web Resources
This module explains how the addition of custom web content (for example HTML, Images,
Silverlight, JavaScript) to CRM forms is a common method that is used to extend CRM
functionality. It describes a few examples of the use of client-side technology such as among
others, adding custom validation, mashups with other applications and adding new applications
(for example, Silverlight applications displaying Microsoft Dynamics CRM data). The module
also describes how web resources are used to enable the storage of shared blocks of code or
resources so that they can then be reused across the Microsoft Dynamics CRM web application.








Objectives
Introduction
Overview of Web Resources
Web Resource Management
Referencing Web Resources
Test Your Knowledge
Quick Interaction: Lessons Learned
Solutions
After completing this module, students will be able to:




Overview of the use of web resources in Microsoft Dynamics CRM 2011
Evaluate how parameters can be used
Demonstrate how web resources are implemented and utilized
Practice referencing web resources within other web resources