crm 2011 course outline
DESCRIPTION
CRM 2011 Course OutlineTRANSCRIPT
Exam
IDCourse ID
Microsoft® Certification
NameDuration Deliverables
MB2-
86780296A
Microsoft Dynamics CRM
2011 Installation and
Deployment
2 Days /
16 Hours
- Microsoft Official Curriculum:
80296A
- Course Completion Certificate
from KnowledgeWoods Consulting
− 80446AAdministering Microsoft
Dynamics CRM 2011
2 Days /
16 Hours
- Microsoft Official Curriculum:
80446A
- Course Completion Certificate
from KnowledgeWoods Consulting
MB2-
86680294B
Microsoft Dynamics CRM
2011 Customization and
Configuration
3 Days /
24 Hours
- Microsoft Official Curriculum:
80294B
- Course Completion Certificate
from KnowledgeWoods Consulting
MB2-
87680295A
Extending Microsoft
Dynamics CRM 2011
3 Days /
24 Hours
- Microsoft Official Curriculum:
80295A
- Course Completion Certificate
from KnowledgeWoods Consulting
MB2-
868
80290A
80291A
80292A
80293A
Microsoft Dynamics CRM
2011 Applications
4 Days /
32 Hours
- Microsoft Official Curriculums:
80290A, 80291A, 80292A, 80293A
- Course Completion Certificate
from KnowledgeWoods Consulting
− 80445AReporting in Microsoft
Dynamics CRM 2011
1 Day /
8 Hours
- Microsoft Official Curriculum:
80445A
- Course Completion Certificate
from KnowledgeWoods Consulting
− 80444A
Workflow and Dialog
Processes in Microsoft
Dynamics CRM 2011
1 Day /
8 Hours
- Microsoft Official Curriculum:
80444A
- Course Completion Certificate
from KnowledgeWoods Consulting
− 80447A
Integrating Microsoft
Dynamics CRM 2011 with
Microsoft Office SharePoint
Server 2010
1 Day /
8 Hours
- Microsoft Official Curriculum:
80447A
- Course Completion Certificate
from KnowledgeWoods Consulting
Course 80291A:
Sales Management in Microsoft Dynamics CRM 2011Duration : 1 Day
Course Outline
Module 1: Introduction
Lessons
• Overview of the Sales Process in Microsoft Dynamics CRM• Core Records in the Sales Process• Tracking Competitors and Managing Sales Literature• Working with Leads• Working with Opportunities• Sales Processes, Workflows and Dialogs
Lab : Qualify and Convert Leads
Lab : Running a Dialog Process
Module 2: Working with the Product Catalog
Lessons
• 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 List
Lab : Use a Special Offer Price List for an Opportunity
Module 3: Sales Order Processing
Lessons
• 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
Module 4: Analysis, Reporting and Goals
• Lessons• 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
Course 80290A:
Marketing Automation in Microsoft Dynamics CRM 2011Course Outline
Module 1: Introduction
Lessons
• 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
Module 2: Implementing and Managing 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
Lab : Create a Campaign Response
Module 3: Analysis, Reporting and Goals
Lessons
• 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
Course 80293A:
Service Scheduling in Microsoft Dynamics CRM 2011Course Outline
Module 1: Introduction
Lessons
• 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
Module 2: Advanced Topics
Lessons
• 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
Course 80292A:
Service Management in Microsoft Dynamics CRM 2011Course Outline
Module 1: Introduction
Lessons
• 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
Module 2: Working with Cases and Contracts
Lessons
• 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
Module 3: Using the Knowledge Base
Lessons
• Article Templates• Creating, Approving and Publishing Articles• Using and Searching the Knowledge Base• Cases and Knowledge Base Articles
Lab : Managing Knowledge Base Articles
Module 4: Working with Teams and Queues
Lessons
• 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
Module 5: Analysis, Reporting and Goals
Lessons
• Service Management Reports• Service Management Charts and Dashboards• Goal Management for Service
Lab : Goal and Goal Metrics
PrerequisitesBefore attending the Microsoft Dynamics CRM 2011 Application courses, students must have:
• General working knowledge of customer relationship management• General understanding of business processes• General working knowledge of Microsoft Windows
Course 80296A:
Microsoft Dynamics CRM 2011 Installation and DeploymentDuration: 2 Days
Course Outline
Module 1: Microsoft Dynamics CRM Components
Lessons
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
Module 2: Planning the Installation
Lessons
Planning the Microsoft Dynamics CRM Deployment Privileges for the Installation User Supported Server Technologies Hardware Requirements Software Requirements Active Directory and Microsoft Dynamics CRM 2011 Securing Network Traffic Microsoft Dynamics CRM Offerings
Module 3: Microsoft Dynamics CRM Server Installation
Lessons
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
Module 4: Microsoft Dynamics CRM 2011 Reporting Extensions
Lessons
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
Module 5: Installing and Deploying the E-mail Router
Lessons
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
Module 6: Microsoft Dynamics CRM for Microsoft Office Outlook
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 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
Module 7: Configure an Internet Facing Deployment
Lessons
Overview of Claims-Based Authentication General Requirements Certificates Install Active Directory Federation Services 2.0 Configure AD FS 2.0 Configure Claims-Based Authentication Configure Internet-Facing Deployment
Module 8: Upgrading to Microsoft Dynamics CRM 2011
Lessons
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
Module 9: Microsoft Dynamics CRM Deployment Manager
Lessons
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
Module 10: High Availability Options
Lessons
Install Microsoft Dynamics CRM Server on Multiple Computers Network Load Balancing Clustering Microsoft SQL Server High-availability Options for Other Supporting Components
Prerequisites
Before attending this course, students must have working knowledge have of:
• Microsoft Windows Server 2008• Active Directory• Internet Information Services (IIS)• Microsoft Exchange• Microsoft SQL Server 2008• Microsoft Outlook
Course 80446A:
Administering Microsoft Dynamics CRM 2011Duration: 2 Days
Course Outline
Module 1: Administering Overview
Lessons
Supporting Technologies CRM Administration Tasks Overview Customization Overview
Module 2: Security
Lessons
Business Units Security Permissions Security Roles Sharing Records Field Security Role-based Forms
Lab : Maintaining Business Units
Lab : Create and Modify a Security Role
Lab : Create a Field Security Profile
Lab : Create a New Form
Module 3: Users, Teams and Auditing
Lessons
User Authentication User Licensing Administering User Accounts Configuring Teams Auditing
Lab : Managing User Accounts
Lab : Managing Teams
Lab : Configure Auditing
Module 4: Configuring the Microsoft Dynamics CRM 2011 E-mail Router
Lessons
Understanding the E-mail Router 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 Create and Manage Queues
Lab : Configure the E-mail Router
Lab : Create a Workflow to Route Cases
Lab : Routing Cases to Queues
Module 5: Configuring Settings
Lessons
System Settings Multiple Languages Fiscal Year Settings Auto-Numbering Document Management Settings Duplicate Detection
Lab : Configure Read-Optimized Forms
Lab : Configure Duplicate Detection
Module 6: Deployment Manager
Lessons
Redeploying Microsoft Dynamics CRM Deployment Administrators Create a New Organization Manage Existing Organizations Importing Organizations Manage Servers Server Roles Configure Access from the Internet Update Web Addresses View License Information Upgrade the Microsoft Dynamics CRM Edition
Lab : Duplicate Adventure Works Cycles Organization
Module 7: Maintenance and Troubleshooting
Lessons
Service Accounts Managing System Jobs Deleting Records Disaster Recovery Managing SQL Databases Troubleshooting Configuring Tracing Updating Microsoft Dynamics CRM Marketplace
Lab : Install the Activity Feeds Solution
Lab : Configure Tracing
Prerequisites• Students must have experience of using Microsoft Dynamics CRM 2011.• Before reviewing this training material, it is advised that individuals have a working knowledge of
Windows Server 2008, Windows Server 2008 with Hyper-V, Microsoft Exchange, Microsoft SQL Server 2008 SP1 or Later, Microsoft SharePoint, Microsoft Office Outlook, Active Directory, and Internet Information Services 7 (IIS7) or later.
• It is recommended, but not compulsory, that individuals have completed Microsoft Dynamics CRM application training. In addition, it is recommended, but not essential, that individuals have experience working with relational databases.
Course 80294B:
Microsoft Dynamics CRM 2011 Customization and ConfigurationDuration: 3 Days
Course Outline
Module 1: Business Units and Security Roles
Lessons
Business Units Managing Business Units Security Features
Lab : Maintaining Business Units
Module 2: Configuring Users and Teams
Lessons
User Management Overview Adding and Maintaining User Accounts Team Configuration
Lab : Managing User Accounts
Lab : Managing Teams
Module 3: Customizing Microsoft Dynamics CRM Overview
Lessons
Customization Methodology Who can Customize Microsoft Dynamics CRM? Types of Customizations Types of Customizations - Solutions
Lab : Creating a Solution
Module 4: Customizing Fields
Lessons
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
Module 5: Customizing Entities
Lessons
Entity Concepts Modifying Custom Entities
Lab : Creating Custom Entities
Lab : Modifying Entities
Module 6: Customizing Relationships and Mappings
Lessons
Types of Entity Relationships Creating Entity Relationships Entity Mapping
Lab : Create a Manual N:N Relationship
Lab : Create a Mapping
Module 7: Customizing Forms, Views and Charts
Lessons
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
Module 8: Configuring Field Security
Lessons
Field Security Scope Field Security and Other Security Methods
Lab : Creating and Testing a Field Security Profile
Lab : Modify Field Security
Module 9: Configuring Auditing
Lessons
Enabling Auditing Viewing Audit Data Managing Audit Partitions
Lab : Configure Auditing
Module 10: Configuring Solutions
Lessons
Solutions Review Exporting and Importing Unmanaged Solutions Exporting and Importing Managed Solutions
Lab : Unmanaged Solutions
Lab : Exporting and Importing Managed Solutions
PrerequisitesBefore attending this course, students must have:
• A working knowledge of how to use Microsoft Dynamics CRM 2011. It is recommended, but not required, that individuals have completed Microsoft Dynamics CRM 2011 applications training. Because this training material focuses on customizing database entities, attributes, relationships, and mappings, it is recommended that individuals have a basic understanding of Microsoft SQL Server and relational database functionality.
Course 80445A:
Reporting in Microsoft Dynamics CRM 2011Duration: 1 Days
Course Outline
Module 1: INTRODUCTION TO REPORTING TOOLS IN MICROSOFT DYNAMICS CRM 2011
Lessons
Useful Background Knowledge and Skills Reporting Development Studio Reporting Tools and Possibilities Solutions
Module 2: VISUALIZATION
Lessons
Resources Creating Basic Charts Exporting Charts Importing Charts Modifying and Exporting Chart XML
Lab : Creating Basic Charts - Multi Series Bar Chart and Pie Chart
Lab : Modifying Chart XML
Module 3: INTRODUCTION TO REPORTING BASICS
Lessons
Report Development Process Types of Reports in Microsoft Dynamics CRM 2011 Default Reports The Report Wizard
Lab : Reports
Module 4: BUSINESS INTELLIGENCE DEVELOPMENT STUDIO AND SQL REPORTS
Lessons
Background Knowledge Required and Available Resources Filtered Views Creating a Basic SSRS Report SSRS Data Regions Parameters
Pre-Filtering
Lab : Basic BIDS Report - Using Report Wizard
Lab : BIDS Report - Using SSRS Data Regions
Lab : BIDS Report - Using Parameters and Expressions
Module 5: FETCH-BASED REPORTING
Lessons
What is FetchXML? Authoring of Fetch-Based Custom Reports Introduction of FetchXML Introduction of Expressions and Collections
Lab : Creating a Fetch-based Custom Report - Steps to Create a Fetch-based Custom Report
Lab : FetchXML - Based Reporting that Uses Aggregation and Parameters
Prerequisites• Before attending this course, students must have: Experience using Microsoft Dynamics CRM 4.0
or Microsoft Dynamics CRM 2011.
Course 80444A:
Workflow and Dialog Processes in Microsoft Dynamics CRM 2011Duration: 1 Days
Course Outline
Module 1: INTRODUCTION TO PROCESSES
One of the most powerful features of Microsoft Dynamics CRM 2011 is the automation of processes, providing the following benefits for organizations:
• Automation of key business processes and procedures.• Standardizing systems and procedures.
Lessons
• What Are Processes?• Types of Workflow• Design Considerations• Business Process Analysis
Lab : Concept of Workflow
Module 2: IMPLEMENTING AND CREATING WORKFLOW PROCESSES
Lessons
• Creating Workflows• Workflow Scope• Starting Windows• Workflow Steps• Dynamic Values
Lab : Order Acknowledgement Workflow
Lab : Assigning Opportunities Workflow
Module 3: CONFIGURING MULTISTAGE WORKFLOWS
Lessons
• Stages• A Set of Sales Process Workflows• Testing the Sales Process Workflows• Workflows and Sales Pipeline Reporting• Extending Workflows
Lab : Creating a Multistage Workflow
Module 4: IMPLEMENTING AND CONFIGURING DIALOG PROCESSES
Lessons
• What are Dialogs?• Creating Dialogs• Dialog Structure• Running Dialogs
Lab : Creating Dialog
Module 5: Managing Processes
Lessons
• Monitoring Processes• Importing and Exporting Processes• Process Security• Importing Exporting Processes• Process Security
Lab : Exporting and Importing Processes
PrerequisitesBefore attending this course, students must have:
• Experience using Microsoft Dynamics CRM 4.0 or Microsoft Dynamics CRM 2011
Course 80295A:
Extending Microsoft Dynamics CRM 2011Duration: 3 Days
Course Outline
Module 1: Extensibility Overview
Lessons
• Objectives• Introduction• xRM Application Framework• Extensibility Platform and Features• Security Model• Business Model• Business Logic• Business Entity Components• Data Access Components and Platform• Helpful Skills• Resources• Summary
Module 2: Common Platform Operations
Lessons
• 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• Handling WCF Faults
Lab : Lab 2.1: Creating Leads
Lab : Lab 2.1: Account Management Application
Module 3: Querying Data and Executing Operations
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
Lab : Lab 3.1: Using QueryExpression
Lab : Lab 3.2: Using LINQ to Perform, Create, Read, Update and Delete Operations
Lab : Lab 3.3: Using Fetch XML
Lab : Lab 3.4: Using FetchXML
Lab : Lab 3.5: Using Request and Response
Module 4: Implementing Business Processes
Lessons
• 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
Lab : Lab 4.1: Creating a Custom Workflow Activity
Module 5: Plug-ins
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
Lab : Lab 5.1: Creating a Plug-in
Module 6: Application Event Programming
Lessons
• Objectives• Introduction• Using Jscript Libraries• Form and Field Events• Xrm.Page• Xrm.Page.context (Client-Side Context)• Xrm.Pge.data entity• Xrm.Page.ui• Form Types• Form Event Handler Execution Context• Setting Event Dependencies• Pass Parameters• Using Best Practices in Writing Client-Side Code• Debugging Client-Side Code
Lab : Lab 6.1: Telephone Number Formatting
Lab : Lab 6.2: Control Tab Visibility
Module 7: Client Extensions
Lessons
• Objectives• Introduction• Customizing the Site Map• Customizing the Ribbon
• URL Addressable Forms and Views
Lab : Lab 7.1: Modifying the Site Map
Lab : Lab 7.2: Customize the Ribbon
Module 8: Web Resources
Lessons
• Objectives• Introduction• Overview of Web Resources• Web Resource Management• Referencing Web Resources• Silverlight Web Resource• REST Endpoint, OData and JSON• Using JQuery
Lab : Lab 8.1: Silverlight and Opportunity Slider
PrerequisitesBefore attending this course, students must have:
• Experience in basic form customizations and workflows• Background in one or more of the following technologies:
o .NET-connected applications to Visual Studio, JScript, DHTML, XML, Transact_SQL, Microsoft Dynamics CRM customizations and web services, Silverlight, Windows Workflow Foundation, AJAX and Windows AZURE Platform
Course 80447A:
Integrating Microsoft Dynamics CRM 2011 with Microsoft Office SharePoint Server 2010Duration: 1 Days
Course Outline
Module 1: Integration Concepts
Lessons
• Module Overview• SharePoint Storage Concepts• Document Management• Integration Scenarios• Using Microsoft Dynamics CRM Versus SharePoint When Customizing a Solution
Module 2: Introduction to Microsoft Dynamics CRM 2011 Integration with SharePoint
Lessons
• Module Overview• Integration Overview• Microsoft Dynamics CRM List Component for SharePoint• Configure Data Management in Microsoft Dynamics CRM• Configuring and Using the Integration Between Microsoft Dynamics CRM 2011 and SharePoint
2010
Lab : Configuring the Integration In Microsoft Dynamics CRM 2011
Module 3: Integrating External Data Sources into SharePoint
Lessons
• What is BCS• Configuring BCS• Configuring a BCS Connection to CRM data• Configuring BCS For Searching• Excel Services
Lab : Configuring a BCS Connection to CRM data
Lab : Configuring Searching for BCS
Module 4: SharePoint and Microsoft Dynamics CRM 2011 Reporting
Lessons
• Microsoft SQL Server and SharePoint 2010
• SharePoint 2010 and Reporting• Power View and Microsoft Dynamics CRM 2011
Lab : Configuring SharePoint 2010 for Microsoft Dynamics CRM 2011 Reporting
Lab : Create a Power View Report