Installation and Deployment in Microsoft Dynamics CRM 2013

Course Outline

Length: 16 hours

Module 1: Email Management

This module describes management topics that are common to each of the email processing methods and the email processing methods.

Lessons

Email Processing
Email Tracking and Correlation
Mailbox Monitoring
Synchronization Methods
Email Address Approval
Overview of the Email Router
Install the Email Router and Rule Deployment Wizard
Configure the Email Router
Set Up a Forward Mailbox for the Email Router
Deploy Inbox Rules
Install the Email Router on Multiple Computers
Troubleshooting
Overview of Server-Side Synchronization
Configure Server-Side Synchronization
Set Up a Forward Mailbox for Server-Side Synchronization
Migrate Email Router Settings
Email Integration Service Role
Test Email Configuration
Synchronize Appointments, Contacts, and Tasks

Lab : Install the Email RouterLab : Configure the Email RouterLab : Configure Server-Side Synchronization

Module 2: 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.

Lessons

Microsoft Dynamics CRM for Outlook Overview
Installation Requirements
Deployment Methods
Install Microsoft Dynamics CRM for Outlook
Configure Microsoft Dynamics CRM for Outlook
Configure User Email Settings
Install 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

Configure Windows Firewall to allow incoming connections on port 5555.
Install Microsoft Dynamics CRM for Outlook.

Lab : Offline Capability

Configure Windows Firewall to allow incoming connections on port 5555.
Install Microsoft Dynamics CRM for Outlook.

Module 3: Configure an Internet-Facing Deployment
This module describes how to configure a Microsoft Dynamics CRM deployment for access over the Internet. A deployment that is configured in this way is referred to as an “Internet-Facing Deployment (IFD).”

Lessons

Overview of Claims-Based Authentication
Requirements for Configuring an Internet-Facing Deployment
Certificates
Install Active Directory Federation Services
Configure AD FS
Configure Claims-Based Authentication
Configure an IFD

Module 4: System Requirement and Required Technologies
This module provides a high-level overview of the supporting technologies and describes the components of a Microsoft Dynamics CRM implementation.

Lessons

Microsoft Dynamics CRM Offerings
On-Premises Licensing Model
Online Licensing Model
Supporting Technologies
Microsoft Dynamics CRM Server
Accessing Microsoft Dynamics CRM
Microsoft Dynamics CRM for Office Outlook
Managing Emails
Microsoft Dynamics CRM Reporting Extensions
Microsoft Dynamics CRM Language Packs
Planning Overview

Module 5: Install Microsoft Dynamics CRM Server
This module focuses on installing Microsoft Dynamics CRM Server. It also discusses the required components and Server requirements.Lessons

Microsoft Dynamics CRM Server Requirements
Microsoft SQL Server Requirements
Active Directory Requirements
Components Installed During Server Setup
Microsoft Dynamics CRM Website
Required Installation Rights for Microsoft Dynamics CRM Server
Supported Server Topologies
Install Microsoft Dynamics CRM Server
Installation Troubleshooting
Post-Installation Tasks
Install Microsoft Dynamics CRM Using the Command Line
Deploy Microsoft Dynamics CRM Online

Lab : Install Microsoft Dynamics CRM ServerLab : Load Sample Data

Module 6: Install Microsoft Dynamics CRM Reporting Extensions
This module describes the role of Reporting Extensions and provides an overview of the report types that are available in Microsoft Dynamics CRM.

Lessons

Microsoft Dynamics CRM Reporting Overview
Microsoft Dynamics CRM Reporting Extensions
Requirements for Microsoft Dynamics CRM Reporting Extensions
Microsoft Dynamics CRM Report Authoring Extension
Install Microsoft Dynamics CRM Reporting Extensions

Lab : Install Reporting Extensions

Module 7: Manage Microsoft Dynamics CRM with the Deployment Manager
This module explains how you can redeploy Microsoft Dynamics CRM and use the Microsoft Dynamics CRM Deployment Manager to carry out deployment-wide administration tasks.Lessons

Deployment Manager
Deployment Administrators
Create a New Organization
Manage Existing Organizations
Manage Servers
Configure Access from the Internet
Update Web Addresses
View License Information
Upgrade the Microsoft Dynamics CRM Edition
Redeploy Microsoft Dynamics CRM
Import Organizations
Administer the Deployment Using Windows PowerShell

Lab : Duplicate the Adventure Works Cycles Organization

Module 8: Upgrade to Microsoft Dynamics CRM 2013
This module examines the planning considerations and the steps for upgrading an existing Microsoft Dynamics CRM deployment to Microsoft Dynamics CRM 2013.

Lessons

Upgrade Considerations
Base and Extension Table Merge
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 2011 Server
Perform a Migration Using the Same Instance of SQL Server
Perform a Migration Using a New Instance of SQL Server
Upgrade the Microsoft Dynamics CRM 2011 Email Router
Plan the Upgrade of Microsoft Dynamics CRM 2011 for Outlook
Upgrade Microsoft Dynamics CRM 2011 for Outlook

Module 9: Maintain and Troubleshoot a Deployment
This module provides information on maintaining performance, troubleshooting, and updating Microsoft Dynamics CRM.Lessons

Service Accounts
Manage System Jobs
Delete Records
Disaster Recovery
Manage SQL Databases
Troubleshooting
Configure Tracing
Update Microsoft Dynamics CRM
Manage Data Encryption
Best Practices Analyzer (BPA)
VSS Writer Service for Microsoft Dynamics CRM
Marketplace

Lab : Configure Tracing

Module 10: High-Availability Options
This module provides a high-level overview of the high-availability options.

Lessons

Install Microsoft Dynamics CRM Server on Multiple Computers
Network Load Balancing
Clustering Microsoft SQL Server
Other SQL Server High-Availability Solutions
High-Availability Options for Other Supporting Components

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Customization and Configuration in Microsoft Dynamics CRM 2013

Course Outline:
Length: 24 hours

Module 1: Customizing Forms

Lessons

Form Customization Overview
Create and Modify Forms
Quick Create and Quick View Forms
Manage Multiple Forms
Mobile Clients

Lab : Modify Form Layout and Add Fields
Lab : Create a Role-Based Form for the Competitor entity.

Module 2: Configuring Business Rules
Lessons

Configure Business Rules

Lab : Create a Business Rule

Module 3: Customizing Views
Lessons

View Customization Concepts
System Views
Create Custom Views
Remove Unwanted Views

Lab : Modify a Quick Find View
Lab : Create Custom Views

Module 4: Introduction to Customizing Microsoft Dynamics CRM 2013
Lessons

Customization or Development?
Microsoft Dynamics CRM Solutions
Introduction to Entity Customization

Lab : Create a Solution and publisher

Module 5: Building a Security Model in Microsoft Dynamics CRM 2013
Lessons

Introduction to Business Units
Overview of Security Roles
User Management Overview
Team Management Overview
Teams and Sharing
Manage Security Roles for Users and Teams

Lab : Configure Security Roles
Lab : Configure User Access

Module 6: Customizing Entities
Lessons

Entity Customization Concepts
Create a Custom Entity
Additional Entity Properties
Modifying the Configuration of an Entity

Lab : Create Custom Entities
Lab : Create a Custom Activity Entity

Module 7: Customizing Fields
Lessons

Field Data Types
Field Display Formats
Field Properties
Customize Existing Fields
Configure Option Sets
Status and Status Reason Fields
Delete Fields

Lab : Create and Modify a Global Option Set

Module 8: Managing Relationships
Lessons

Types of Entity Relationships
Create Entity Relationships 1:N
Relationship Behavior
Field Mappings in 1:N Relationships
Connections and Connection Roles

Lab : Create New Relationships
Lab : Customize Relationship Mappings

Module 9: Customizing Charts and Dashboards
Lessons

Create and Modify Charts
Export and Import Charts
Create and Modify Dashboards

Lab : Create a Custom Chart
Lab : Create a Dashboard

Module 10: Additional Security Options
Lessons

Field Security
Access Team Templates
Auditing Overview

Lab : Configure Field Security
Lab : Create and Configure an Access Team Template

Module 11: Business Process Flows
Lessons

Business Process Flows

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Customer Service in Microsoft Dynamics CRM 2013

Course Outline:
Length: 8 hours

Module 1: Introduction
Microsoft Dynamics CRM includes a comprehensive set of features that increases the efficiency of customer service operations. This module introduces Microsoft Dynamics CRM Customer Service terminology and customer scenarios that the Customer Service module might be used. The module discusses the basic components of case management, and works with the knowledge base, queues, and service contracts. The module also provides an overview of service scheduling and service management.

Lessons

Customer Scenarios
Customer Service Entities and Record Types

Module 2: Analysis, Reports and Goals

In Microsoft Dynamics CRM, many methods are available to analyze and report Service Management information. By default, several reports are available, and this includes the “Case Summary Table” report. This report is discussed in this module.

Lessons

Customer Service Reports
Customer Service Charts and Dashboards
Customer Service Goals and Metrics

Lab : Goals and Goal Metrics

Modify a Goal Metric to Include in-Progress Cases

Module 3: Service Scheduling

This module provides an overview of the service scheduling features of Microsoft Dynamics CRM. The organizations that use service scheduling require a complex combination of resources. Service scheduling considers the availability of employees, facilities, and equipment to make sure that the resources are available to deliver service activities for customers.

Lessons

Service Scheduling Scenarios
Service Scheduling Terminology
Service Scheduling Process
Resources, Services and Selection Rules
Include Customer Preferences
Understand Sites and Same-Site Requirements
Manage Business Closures
Explain the Service Activity Scheduling Engine
Working with Service Activities and the Service Calendar
Close, Cancel, or Reschedule a Service Activity

Lab : Schedule a Service by Using a Same-Site Requirement

Create a Service Activity based on a Same-Site Requirement Service.

Module 4: Cases

Customer service is important to a customer relationship management strategy. Microsoft Dynamics CRM provides many features that organizations can use to manage the services they provide to customers. This module discusses cases and how the cases can be used together in service management functions.

Lessons

Creating Case Records
Understanding the Process Ribbon and Menu Options
Case Resolution, Canceling and Deleting
Assigning Case Records
Other Actions on Cases From Forms and Views
Working with the Subject Tree
Working with the Case List and Views

Lab : Case Resolution Processing

Create a case
Associate a phone call with the case
Resolve the case

Module 5: Knowledge Base
Most customer service organizations use a knowledge base to provide customer service representatives (CSRs) with the information that they must have to answer questions about a product or service. In Microsoft Dynamics CRM, the Knowledge Base provides a central repository for an organization’s information, stored as Articles and organized by Subject.

Lessons

Article Templates
Creating, Approving and Publishing Articles
Using and Searching the Knowledge Base
Cases and Knowledge Base Articles
Sending Knowledge Base Articles

Lab : Managing Knowledge Base Articles

Create, Submit, and Publish a Knowledge Base Article.

Module 6: Queue Management

A queue is an area that is used to organize and store activities and work items that are waiting to be processed. A queue is also used for activities and work items that are currently being worked on. Microsoft Dynamics CRM includes queuing and workflow tools to improve how incoming requests for sales, marketing, and customer service are handled.

Lessons

Queue Management

Lab : Create and Manage Queues

Create a New Public Queue for Incoming Questions

Module 7: Contracts
Microsoft Dynamics CRM provides many features that organizations can use to manage the services they provide to customers. This module describes how contracts can be used together with other record types in Microsoft Dynamics CRM to help service and manage functions.

Lessons

Contracts and Contract Templates
Creating and Working with Contracts
Using Contracts with Cases

Lab : Resolving a Case with a Contract

Create a Contract Template
Create a Contract using a Contract Template
Open a case and associate a contract
Create and Close an Appointment Activity a With the Case
Resolve the Case

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Sales Management in Microsoft Dynamics CRM 2013

Course Outline:
Length: 8 hours

Module 1: Metrics and Goals
Microsoft Dynamics CRM uses two record types known as Goal Metrics and Goals. These record types combine to provide a powerful, flexible set of goal management features. Goal management allows organizations to track individual, team, and organizational progress toward specific goals.

Lessons

Configuring Goal Metrics
Configuring Fiscal Periods
Creating and Assigning Goal Records
Creating and Recalculating Parent and Child Goal Records
Creating a Rollup Query

Lab : Goal Management for Individuals

Implement a Goal Metric

Module 2: Sales Analysis
This module explains the tools that Microsoft Dynamics CRM provides to analyze and report on sales-related information.

Lessons

Running Built-in Reports
Exporting Sales Information to Excel
Working with Charts and Dashboards
Working with System Charts from the Opportunity List
Working with Dashboards
Create a New Dashboard in the Workplace
Sharing DASHBOARDS, Charts and Advanced Find Queries

Lab : Create a New Personal, Sales Dashboard

Create an advanced find query
Create a chart.
Create a dashboard, and add the advanced find query and chart to it.
Share the dashboard.

Module 3: Introduction to Sales Management
The Sales module within Microsoft Dynamics CRM provides a flexible framework for organizations to track, manage, and analyze parts of their sales cycle as well as its overall success.

This course describes the components used in Microsoft Dynamics CRM Sales Management and explains how they can apply to various business scenarios. It also details the entities or record types that Microsoft Dynamics CRM uses to track sales from potential to close. With this information, organizations can determine which aspects of the Sales module framework are appropriate for their organization

Lessons

Customer Scenarios
Basic Record Types

Module 4: Lead Management
This module introduces the tracking and management features of the Sales module in Microsoft Dynamics CRM. It is rare that two organizations follow the same sales process, even if the organizations are within the same industry. For this reason, Microsoft Dynamics CRM does not dictate a rigid process. Instead it provides a framework around which an organization can build a custom sales process.

This module describes the components of the Microsoft Dynamics CRM sales process. It also details the entities or record types Microsoft Dynamics CRM uses to track sales from potential to close. With this information, organizations can determine which aspects of the sales process framework are appropriate for them.

Lessons

Lead to Opportunity Process Form and Process Ribbon
Convert Activity Records to Leads
Qualifying and Disqualifying Leads
Create, Maintain, and Use Sales Literature
Create, Maintain, and Use Competitors

Lab : Create and Disqualify a Lead

Create a New Lead Record
Disqualify the Lead Record.

Module 5: Working with Opportunity Records
In Microsoft Dynamics CRM, qualified leads, such as those that have estimated revenue associated with them, become opportunities. When a prospect or customer expresses qualified interest in buying the business’ products or services, that prospect or customer is considered an opportunity.

This is an important part of the sales process because this is where the sales team spends most of its time and effort. The process of working on an opportunity may include several customer interactions. How well the sales team manages this stage can mean the difference between a win and a loss.

Lessons

Create Opportunities and Work with Opportunity Form
Changing Opportunity Status

Lab : Managing Sales Opportunities

Module 6: Working with the Product Catalog
This course 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.

Lessons

The Microsoft Dynamics CRM Product Catalog
Unit Groups
Adding and Maintaining Products
Creating, Maintaining and Using Price Lists
Currency Management
Creating a Price List

Lab : Managing Price List Items

Create a Test Opportunity Record, and Add a Price List
Create Currency
Create a Unit Group associated with the Currency
Create a Product
Create a Price List and Price List Item Tied to the Currency.

Lab : Managing the Product Catalog

Create a Test Opportunity Record, and Add a Price List
Create Currency
Create a Unit Group associated with the Currency
Create a Product
Create a Price List and Price List Item Tied to the Currency.

Module 7: Sales Order Processing
Microsoft Dynamics CRM provides tools that capture important sales information and uncover new business opportunities. Although quotes, orders, and invoices are important to the sales process and provide a complete view of the customer, implementing a sales process allows users to initiate, track, and close sales consistently and efficiently.

The product catalog in Microsoft Dynamics CRM helps companies build a central repository for managing products, services, charges, and fees. The tasks required to set up a product catalog include setting up and maintaining unit groups, products, and price lists. Microsoft Dynamics CRM also supports discount lists, which help companies provide customers with incentives to buy more products.

Lessons

Adding Line Items (Opportunity Products) to Opportunities
Quote Management
Working with Orders
Working with Invoices

Lab : Sales Order Process

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