Hands-On LabSelf-guided tour of Dynamics CRM 2011 New UserLab version: Last updated: 1.0.0 2/16/12

ContentsOVERVIEW.................................................................................................................................................4 EXERCISE 1: FAMILIARIZE YOURSELF WITH NAVIGATION.................................................................6

Task 1 - Setting your Dynamics CRM 2011 Home Page.......................................6 Task 2 - Recently Viewed and Modules................................................................8

EXERCISE 2: PERSONAL OPTIONS TOUR...........................................................................................16

Task 1 Find Personal Options...........................................................................16 Task 2 Tour of the Tabs...................................................................................16

EXERCISE 3: VISUALIZATIONS.............................................................................................................20

Task 1 Locate Visualizations............................................................................21 Task 2 - Drilldown...............................................................................................29

EXERCISE 4: CREATE A CUSTOM ENTITY...........................................................................................31

Task 1 Locate the Default Solution..................................................................31 Task 2 Adding..................................................................................................32

EXERCISE 5: FORM CREATION.............................................................................................................37

Task 1 Create Fields........................................................................................37 Task 2 Customize Form...................................................................................42

EXERCISE 6: NAVIGATION GROUPS....................................................................................................44

Task 1 Locate Navigation Groups....................................................................44 Task 2 Sort and Customize Items....................................................................47

EXERCISE 7: GOALS..............................................................................................................................52

Task 1 Define Goal Metrics..............................................................................53 Task 2 Define Goal..........................................................................................56 Task 3 Define Child Goals................................................................................58

EXERCISE 8: CREATE A WORKFLOW..................................................................................................63

We have chosen to take the second approach in this lab..................................64 Task 1 Create workflow to update last workout date.......................................64 Task 2 Build workflow logic..............................................................................66 Task 3 Publish workflow...................................................................................70

EXERCISE 9: VERIFICATION..................................................................................................................72 EXERCISE 10: DATA AUDITING.............................................................................................................78

Task 1 Review the settings for auditing and edit them...................................78

EXERCISE 11: ROLE BASED FORMS....................................................................................................84

Task 1 Locate the Exercise Equipment Form...................................................84

Task 1 Locate the Exercise Equipment Form

OverviewIn this lab, you will explore Dynamics CRM 2011. This lab is intended for users new to Dynamics CRM. You will get an overview of new features such as visualizations and the Ribbon and a basic understanding of Dynamics CRM 2011. This lab is an overview. Many of these topics are covered in greater detail later in the course. Generally, the tasks in this lab will not build on one another; each exercise can be taken on its own. Go start to finish or pick and choose those topics that interest you. At the end of this lab, you will have a good working knowledge of CRM concepts and capabilities.

The ScenarioSome of the Exercises contain customization instructions. These customizations refer to Contoso, an independent software vendor (ISV) building solutions that are used by Gyms / Workout facilities around the world to manage their operations. Contoso has chosen Microsoft Dynamics CRM 2011 as the application platform to build their next generation Fitness Center Management product. Contoso will be selling this solution to Gym/Workout facilities and will allow them to further customize it to fit their individual operating needs. Gym facilities will be able to install the appropriate CRM solution packages into their CRM server in order to realize the benefits of the Fitness Center Management application. The Exercises in this lab are essentially the same experience using either an Online or an On-premise approach. Differences have been labeled and alternative options have been given whenever possible. Remember, these labs are to help you learn how to develop using Dynamics CRM 2011 and should never be run in a live production environment. Always use a test environment.

ObjectivesThe Objectives of this lab are simply to familiarize yourself with Dynamics CRM 2011 and be prepared to move on with the remaining course materials.

System RequirementsYou must have the following items to complete this lab: Microsoft Dynamics CRM 2011

ExercisesThis Hands-On Lab comprises the following exercises: 1. Familiarize Yourself with Navigation- At a very basic level, Dynamics CRM 2011 manages relationships between pieces of information. In this exercise, you will navigate around CRM and learn where to find what is important to you, and your customers. 2. Personal Options Tour- Users can set their own Personal Options in Dynamics CRM. Here you will see what they can choose from and what each option means. Think about your business model and how you can establish a list of best practice for these Personal Settings. 3. Visualizations- Dynamics CRM 2011 has extensive new data visualization capabilities, from inline graphs and charts to completely customized visualization add-ins. This exercise will show you some of the inline out of the box charts that are available. 4. Create a Custom Entity- Custom Entities allow ISVs to model their data their way, and to model it as it relates to the system defaults. These customizations are held in what is called a Solution. The concept of Solutions is new to Dynamics CRM 2011. Solutions act as containers for a group of customizations, something essential for ISVs building applications on top of the CRM2011 platform. 5. Form Creation- To complete this Exercise, please follow the steps in Exercise 4 to create your custom entity, Sports League. There are many ways to customize the form including iFrames, custom role based views and more. This exercise will focus on basic form creation. Some of the other form creation options will be covered later in this course. 6. Navigation Groups. Business processes go faster when the items a user needs are easy to find and well labeled for the task. This exercise will show you some of the ways that you can customize a forms related items and groups to make them easier to use and faster to find.

7. Goals. We will define goals and monitor progress for those goals in this exercise. 8. Create a Workflow- Workflows can be used to automate many of the processes in Dynamics CRM. From handling of a series of follow-up emails to a customer following a purchase to extremely customized workflow logic, Workflows can be a very powerful tool. More details on the custom logic will be discussed in depth in the Workflow lab.

9. Verification 10.Data Auditing. There is often a need to go back through the history of changes to your data and CRM 2011 offers custom auditing settings to facilitate that. This exercise will show you the basics you need to start auditing data.

11. Role Based Forms. Using Dynamics CRM 2011 allows each user to have a different experience using role-based forms. Different users have different needs and they use different data fields to complete their tasks. In this exercise you will create some role based views and customize based on user roles. Estimated time to complete this lab: 180 minutes. Important: This is more than your alloted time, review the exercises to choose the ones that most interest you.

Exercise 1: Familiarize Yourself with NavigationImportant: To complete this Exercise, navigate to Contoso1 organization. If you are using a pre-configured virtual machine, this exercise uses http://crm2011/Contoso1 . If using a CRM Online organization or your own environment, make sure you have run the training setup utility to ensure the organization is ready to run this exercise. If you need more assistance setting up your training environment, please refer to the Training Setup document provided with the training course. Always use a test/development organization, not a live/production organization for the training course. At a very basic level, Dynamics CRM 2011 manages relationships between pieces of information. In this exercise, you will navigate around CRM and learn where to find what is important to you, and your customers. Dynamics CRM has a concept of modules and the CRM user interface follows the approach of allowing direct navigation to each of the modules available to a user. We will start our focus on the Workplace module. It is important to point out that all of the items on the navigation are customizable to some extent. We will not discuss these customizations now in detail, but keep this in mind as you look around and become comfortable with CRM. Task 1 - Setting your Dynamics CRM 2011 Home Page Dynamics CRM 2011 has the option to set your Home Page to any CRM page. Here we will set the Home Page for our user account to be the Activities page in CRM. 1. Click on the Home icon, its near the top left of your screen. This will always take you back to your Home page in CRM.

Figure 1 Select the Home Icon 1. You can change the page that you are directed to by changing personal settings. We will be changing the Home Page to show the default view of Activities. Click on File and select Options.

Figure 2 One Path to the Personal Options dialog 1. Select Activities from the Default Tab dropdown and click OK (we will see more on Personal Options later).

Figure 3 Changing Activities to be your Home Screen

Figure 4 Your Home screen is now set to Activities 1. While viewing your new home page, Activities, notice the Get Started Pane. Here you will find quick access to action items such as visualizations, record creation and management, and analysis of the data contained in the records displayed. Items with an Arrow icon take you directly to the process mentioned. Items with a Page icon take you to a help resource to learn more. This Get Started Pane is only available for system entities (those that are built-in to Dynamics CRM) and can easily be hidden (and retrieved later when needed) by clicking on the arrow at the bottom of the pane.

Figure 5 Get Started Pane

Task 2 - Recently Viewed and Modules Dynamics CRM 2011 is based on functional Modules and comes with several out of the box modules as well as the support to build your own. The built-in modules can be heavily customized and even entirely removed from view. You will notice often times entities appear in more than a single module. Each Dynamics CRM 2011 user might have a different need for the same entities. They are all accessing the same data, but through different paths and perhaps, depending on security roles, different views. 1. As you navigate, notice the Ribbon. The Ribbon is context based and customizable. Details of customizing your Ribbons will be covered in the lab for User Experience Extensibility.

Figure 6 Customizable Dynamics CRM 2011 Ribbon 1. Click the icon next to the Home icon. This will show you a list of recently viewed CRM records for quick access to them. At this stage in the course, this will likely be pretty empty. As you navigate around, it will be filled with viewed items or pinned items.

Figure 7 Recently Visited Items 1. Click on Workplace. In this module, you find the most commonly used items, regardless of user role. Users can have some control over what is shown in this area using the Files | Options | Workspace tab. Customizations for xRM solutions might go here.

Figure 8 Workplace Module 1. Click on Sales. The Sales Module is where to find Leads, Opportunities, Products, Invoices, all the entities related to the Sales aspect of doing business. When customizing Dynamics CRM 2011 you can add and remove content from any of the modules. You can also add your own modules- this will be covered in later labs.

Figure 9 Sales Module 1. Click on Marketing. Here you will find all the items a marketing professional might use. Leads, Accounts, Marketing Lists, Products, Sales Literature are all here.

Figure 10 Marketing Module 1. Click on Service. The Service Module shows things such as the Service Calendar, Cases and Knowledge Base articles.

Figure 11 Service Module 1. Click on Settings. The Settings Module is where all system customizations can take place as well as some other functions such as process management, system Imports/Exports. Here is where you also manage user account and security roles. While the Settings area is not customizable in the same way as the other modules we have discussed, it does honor permissions and security roles and only shows a user what their role entitles them to access.

Figure 12 Settings Module 1. Click on Resource Center. The Resource Module is the place to get custom help on the various modules. Each of the system modules has an area here with popular content, recent content, training links, support links, etc.

Figure 13 Resource Center Module

Figure 14 Resource Center Details

Exercise 2: Personal Options TourImportant: To complete this Exercise, navigate to Contoso1 organization. If you are using a pre-configured virtual machine, this exercise uses http://crm2011/Contoso1 . If using a CRM Online organization or your own environment, make sure you have run the training setup utility to ensure the organization is ready to run this exercise. If you need more assistance setting up your training environment, please refer to the Training Setup document provided with the training course. Always use a test/development organization, not a live/production organization for the training course. Users can set their own Personal Options in Dynamics CRM. Here you will see what they can choose from and what each option means. Think about your business model and how you can establish a list of best practices for these Personal Settings. Task 1 Find Personal Options There are several different paths to locate the Personal Options in Dynamics CRM 2011. Click on File on the upper left corner and select Options. The Personal Options dialog will now display.

Figure 15 Open the Options dialog Task 2 Tour of the Tabs Each tab has specific options you can select. Some of these are universal across any Dynamics CRM 2011 implementation; others, like Languages, can be set to include more than one language. 1. Click on the General tab. On this tab, we see an option to set the number of records that show on each grid within Dynamics CRM 2011 by default. The

default selection is 50 records per page of grid, but users can change this up to 250 based on their preferences. The Time Zone can be set for each user so it reflects time sensitive information in the time of the user not necessarily that of the CRM server.

Figure 16 General Tab 1. Click on Workplace tab. What we see here are the default areas. You can customize your Dynamics CRM 2011 to have more areas available here. By enabling an area here the menu options will be visible in the users Workspace navigation pane.

Figure 17 Workplace Tab 1. Click on Activities tab. Here the user can control their work hours and default calendar view.

Figure 18 Activities Tab

1. Click on Formats tab. Like most settings in Dynamics CRM 2011, formats are configurable to a user's personal choice.

Figure 19 Formats Tab 1. Click on E-mail Templates tab. Reusable email content can be placed here. Often a business will have several standard emails they send to their customers and in that case an email template could increase staff productivity.

Figure 20 E-mail Templates Tab 1. Click on E-mail tab. The decision of what to track in Dynamics CRM 2011 is an important one. If too many emails are tracked, then users may become de-sensitized to the Dynamics CRM features. If too few are tracked then the users are not getting the data access they need to perform their jobs.

Figure 21 E-mail Tab

1. Click on Privacy tab

Figure 22 Privacy Tab 1. Click on Languages tab

Figure 23 Languages Tab

Exercise 3: VisualizationsImportant: To complete this Exercise, navigate to Contoso1 organization. If you are using a pre-configured virtual machine, this exercise uses http://crm2011/Contoso1 . If using a CRM Online organization or your own environment, make sure you have run the training setup utility to ensure the organization is ready to run this exercise. If you need more assistance setting up your training environment, please refer to the Training Setup document provided with the training course. Always use a test/development organization, not a live/production organization for the training course. Dynamics CRM 2011 has extensive new data visualization capabilities, from inline graphs and charts to completely customized visualization add-ins. This exercise will show you some of the inline out of the box Visualizations that

are available. Visualizations will be covered in more details later in the course. Task 1 Locate Visualizations Visualizations are generally available inline meaning they can be viewed at the same time as any of the grid views. 1. Navigate to Contacts and select Charts from the Ribbon, click on Chart Pane.

Figure 24 Chart Tab and Chart Pane selection The following image shows the view created by selecting Charts as the view. The visualizations displayed can be the charts that we are covering here or custom ones that are discussed in a later lab.

Figure 25 Chart location on right side

Select New Chart in the Ribbon and that will open the Chart Designer.

Figure 26 Designing a Chart 1. Select the fields to show in the chart. For Series, select Role from the drop down, for the Category select Address 1: City from the drop down box.

Figure 27 Select the data to display on the axis Note: The fields are listed in alphabetical order in the dropdown. Additionally, depending on your screen resolution, you may have to scroll the selection area to find these dropdowns. 1. You will now see the default chart, a Column chart type.

Figure 28 Column Chart 1. Click on the other chart types to see how you can visualize the same data with a different look. In order to view the corresponding legend for Pie and Funnel Charts, you must save the chart.

Figure 29 Select Charts here

Figure 30 Bar Chart

Figure 31 Line Chart

Figure 32 Pie Chart

Figure 33 Funnel Chart As you can see, not every dataset can be sensibly visualized with every type of chart. Lets go back to the Column layout, Name it Address 1: State/Province by Role and then Save our Chart.

Figure 34 Name your chart

Figure 35 Save your chartOnce you have saved your chart, exit the Designer by clicking Exit Designer on the ribbon.

Figure 36 Exit the chart designer

Task 2 - Drilldown

Once you have saved your chart, you can manipulate the view and the data to further drilldown into the data based on your criteria. It looks like we have a large number of contacts from Seattle, lets drilldown into that data and see the detailed makeup of the group. 1. With the designer closed, click on the bar that represents Seattle.

Figure 37 Select column for drilldown 1. Select Role from the dropdown list. In these drilldown scenarios, you can also choose the fields and the chart types just as you could for the original chart you started with.

Figure 38 Select the field We now have our new visualization. Notice the grid has been filtered and the results match the contents of the chart. The grid columns can have filtering criteria assigned here as well.

Figure 39 Chart and view displaying the same results

Exercise 4: Create a Custom EntityImportant: To complete this Exercise, navigate to Contoso1 organization. If you are using a pre-configured virtual machine, this exercise uses http://crm2011/Contoso1 . If using a CRM Online organization or your own environment, make sure you have run the training setup utility to ensure the organization is ready to run this exercise. If you need more assistance setting up your training environment, please refer to the Training Setup document provided with the training course. Always use a test/development organization, not a live/production organization for the training course. Custom Entities allow ISVs to model their data their way, and to model it as it relates to the system defaults. These customizations are held in what is called a Solution. The concept of Solutions is new to Dynamics CRM 2011. Solutions basically act as containers for a group of customizations, something essential for ISVs building applications on top of the CRM 2011 platform. Solutions will be covered in detail in later labs. In this exercise we will learn how to create a custom Entity in the Default Solution. There are many reasons why you might want or need a custom Entity- think of a custom Entity as a bit like a table in a more traditional database. We will be creating a custom Entity called Sports Leagues. Task 1 Locate the Default Solution We will be adding a custom Entity, Sports Leagues to the Default Solution. This may not be a sustainable best practice for all ISVs but solutions are covered in a later lab in more detail. 1. Click on Settings and then on Customizations.

Figure 40 Navigate to Customization 1. Here you see the different choices for introducing customizations to your own solutions. Click on Customize the System.

Figure 41 Select Customize the System Task 2 Adding As an ISV you will most likely be offering custom solutions to your customers which they can install into their own CRM servers. The Default Solution however is the ideal place for an ad hoc custom entity.

1. The Default Solution will open. Click on New and select Entity to create your new Entity.

Figure 42 Select new 1. Select Entity from the dropdown.

Figure 43 Select Entity

1. Name the Entity and make the other selections as shown the in the grid below. If a specific item is not mentioned by name, just accept the defaults for this step.Field Display Name Plural Name Ownership Name Description Define as an Activity Entity Mail Merge and Duplicate Detection Relationships Connections Areas that display this entity Queues Response Sports League Sports Leagues User or Team Use the default value new_sportsleague Add your own description Unchecked Accept defaults (checked) Accept defaults (notes and activities checked) Accept default (checked) Check Workplace Unchecked

2. Notice the arrows on the image below. The items indicated, Ownership, Activity Entity and Queue can only be chosen on creation of the custom entity. You cannot return to modify them later like the other properties. When you begin making your own custom solutions you will find different reasons to use, or not use, each of these options. All other items can be edited, as you may need to as you build your solution.

Figure 44 Ownership, Activity Entity and Queue are items that cannot be changed once saved Note: Notice the field Name with the prefix new_ and the entity name after it. That prefix is a setting that can and should be changed. All other labs have the prefix contoso_ instead. The setting is located on the Publishers section of the Customizations tab. 1. Click save in the upper left corner.

Figure 44 Save Note: The Save process creates the necessary table(s) in the SQL Server Database to represent the new custom entity. Once created the entity is now available for use by Workflows, Reporting and access through the platform web services. 1. Now that you have saved your Entity for the first time, the items under the Details tab on the left side have been enabled. An entity in Dynamics CRM 2011 is not simply a table that stores data. It also includes a number of aspects that relate to the table such as Forms, Views, Charts, Fields and Relationships. Click on each of these and take a look. 2. Save & Close the above window. In the main window hit Publish All Customizations.

Figure 45 Publish 1. Re-fresh the browser. You should now see your custom entity in the Workplace under Extensions. Click the entity name and then Click New from the top left area above the grid and open a new record, notice the form is virtually blank. We will add fields to it and populate the form in the next exercise.

Figure 46 Find your custom entity

Exercise 5: Form CreationImportant: To complete this Exercise, navigate to Contoso1 organization. If you are using a pre-configured virtual machine, this exercise uses http://crm2011/Contoso1 . If using a CRM Online organization or your own environment, make sure you have run the training setup utility to ensure the organization is ready to run this exercise. If you need more assistance setting up your training environment, please refer to the Training Setup document provided with the training course. Always use a test/development organization, not a live/production organization for the training course. To complete this Exercise, please follow the steps in Exercise 4 to create your custom entity, Sports League. There are many ways to customize the form including iFrames, custom role based views and more. This exercise will focus on basic form creation. Some of the other form creation options will be covered later in this course. Task 1 Create Fields When an entity is created, there are several default fields; you will more than likely need to create your own fields for any custom entity you create. You can add customizations from the entitys form. While viewing Sports Leagues, select Customize from the Ribbon and Customize Entity to open the form editor.

Figure 47 Customize Entity 1. Select Forms, then the Main form, Information to customize

Figure 48 Select Forms

Figure 49 Select Information (Main Form) 1. A Sports League will target a single sport; lets add a field to track that information. We will make this Field an nvarchar because it is the best choice for the data we will track with it. Select New Field from the form editor.

Figure 50 New Field from the Form Editor 1. Complete the form as you see here. Once youve completed the form, select Save and New for the top left corner to open a new Field Form.

Figure 51 The form to create or edit a field Options Sets in Dynamics CRM 2011 are similar to a dropdown field. Now we will add an Options Set to identify whether the league is Co-ed, Female or Male focused. Name the Field Gender and chose Option Set from the type dropdown.

Figure 52

Select the field type Option Set 1. Fill in the Options by clicking on the New icon (the + symbol) and adding each row. Add options for Male, Female and Coed by specifying them as Labels & leave the Values as default. Save and close when done.

Figure 53 Define your option set Task 2 Customize Form Now that we have the custom entity Sports League and custom fields for it, lets make the form. 1. The form designer should still be open, now with our custom fields on the field explorer

Figure 54 Choose your fields 1. Click and drag each of the new fields to the General Information section on the left. Save and close the form designer. Note: As of the writing of this exercise, getting the fields to stick on the form is a little tricky. As you drag the fields onto the form, watch for the RED line to show that you can place the item in the selected area.

Figure 55 Drag and Drop fields into form 1. Publish all your customizations and re-fresh the page. Navigate to your Workplace where you will see Sports Leagues. You can begin adding them

immediately. This view is the default system created view and can be customized in the forms and views area of customizations in order to make the information displayed in the grid more useful.

Figure 56 View your Entity

Exercise 6: Navigation GroupsImportant: To complete this Exercise, navigate to Contoso2 organization. If you are using a pre-configured virtual machine, this exercise uses http://crm2011/Contoso2 . If using a CRM Online organization or your own environment, make sure you have run the training setup utility to ensure the organization is ready to run this exercise. If you need more assistance setting up your training environment, please refer to the Training Setup document provided with the training course. Always use a test/development organization, not a live/production organization for the training course. Navigation groups appear on the left side of an items form and contain links to other items related to the one you are working with. With CRM 2011 you can now edit the names of these groups, drag and drop them to sort, and remove related items that you do not want to have available without having to dig into the sitemap. For one of Contosos gym clients the model they use is slightly different from the standard CRM labels. They use most of the functionality of traditional CRM Sales module but for Purchasing instead. In addition to moving a few items in this exercise, you will also re-name this section for them. Task 1 Locate Navigation Groups 1. From the homepage click Settings then Customizations then open the Customize the System

Figure 57 Path to Default Solution 1. Expand Entities and scroll to find Contact. Expand Person and select Forms. Open the Main form.

Figure 58 Expand Person and select Forms 1. From the Home panel select Navigation to enable us to edit the Navigation sections.

Figure 59 Select Navigation 1. Notice that the Form area is now disabled and the Navigation area on the left has become enabled.

Figure 60 Navigation are is now enabled and form area is disabled Task 2 Sort and Customize Items 1. Items within a group can be dragged either to a new location in the same group, or even out to a new group.

Figure 61 Dragging an item to a new location within the Group 1. Navigation Groups can be renamed by either double clicking on the Group. This opens a dialog window where you can enter a new name. Enter Purchasing and click OK.

Figure 62 The Group Name dialog 1. Notice that the Group name has now changed.

Figure 63 Group name has changed To make your changes available click Save. Once done saving click Publish.

Figure 64 Save then Publish 1. Now to see the changes in action refresh your homepage, select People, then New.

Figure 65 Workplace, People, New 1. Notice that the changes to the Navigation Groups are visible on the side of the form.

Figure 66 Verify changes made to navigation groups.

Exercise 7: GoalsImportant: To complete this Exercise, navigate to Contoso2 organization. If you are using a pre-configured virtual machine, this exercise uses http://crm2011/Contoso2 . If using a CRM Online organization or your own environment, make sure you have run the training setup utility to ensure the organization is ready to run this exercise. If you need more assistance setting up your training environment, please refer to the Training Setup document provided with the training course. Always use a test/development organization, not a live/production organization for the training course. Practically every business has (or should have) goals for their organization. Dynamics CRM 2011 allows you to set targets for goals and roll them up to combined goals for teams, locations, groups, etc. In the Contoso gym solution we will have a goal to increase membership. Each location manager will have a goal and the combined locations goals will roll-up to a larger goal to be tracked by the organization. Important: This Exercise requires more than a single user in your CRM organization. Either add them to your test organization or review the exercise to learn the concepts without executing it. When you add these new users, assign them each a bulk of contact records to give you data in the goals we are building here.

Task 1 Define Goal Metrics A goal is defined with several different parts. We will build each piece and then combine them for the goal. First, we need to define the goal metrics. 1. Click on Goal Metrics in your Workplace and select New.

Figure 67 New goal metric 1. We will name our metric Number of Members and select Count for our metric type. Save but dont close the record. Note: Once your goals are saved and activated, some fields cannot be edited.

Figure 68 Define goal metric 1. Once you have saved the record click in the area for Rollup Fields to activate that part of the ribbon. Select Add New Rollup Field.

Figure 69 Add new rollup field Note: If you cannot see the List Tools as active, make sure youve clicked in the list (sub-grid) area for Rollup Fields. 1. We will create a Rollup Field to identify our target entities to count, people. For now, we will have the goal metric pull all people records, and we will add a check for Gym Membership type on the goal itself. Use the grid below to find your necessary field values.

Field Rollup Field Source Record Type Source Record Type State Source Record Type Status Source Record Type Status Record Type (for date) Date Field

Value Actual (Integer) Person Active Active Active Person Created On

2. Save and Close your Rollup Field.

Figure 70 1. Define rollup field as above and Save and Close your Goal Metric.

Figure 71 Save goal metric Task 2 Define Goal Now that we have Goal Metrics, we will define a parent goal. 1. Click on Goals in your Workplace and select New.

Figure 72 New Goal 1. To create all the details we need in our goal, we first need to name it, Corporate Membership Drive, and then assign a few other fields as outlined in the grid below.Field Name Goal Metric Goal Owner Goal Time Period Start Date End Date Target Value Corporate Membership Drive Number of Members (the one you just made) You (First Name Last Name) Custom 1/1/2010 12/31/2011 300

Note: If you are completing this lab after 1/1/2011 then adjust the dates accordingly, make sure to date back far enough to include records that were saved prior to your lab. 1. Scroll down the form to Goal Values. Select Yes on Rollup Only From Child Goals and All on Record Set for Rollup.

Figure 73 Goal criteria 1. Save but dont close the new record.

Figure 74 Parent Goal Task 3 Define Child Goals Now that we have the Parent Goal, we will define the Child Goals. 1. Click on Child Goals on your open Goal form and select Add New Goal. 2. Name the goal Gym Manager Membership Goal and give her goal ownership. Her target count is 150. Notice that many of the details from the parent goal are already populated here on the child goal form.

Figure 75 New goal 1. Scroll down form to Goal Criteria. Select these choices shown here for Rollups, No for Child Goals and Owned by goal owner for the Record Set.

Figure 76 Define criteria 1. Now we need to set our query to show only records for new members, not for trainers or others. Select the lookup for the Rollup Query and select New to define our Query.

Figure 77 New Query 1. We now need to define our Query to select only people records of gym person type of fitness center member. Name it Member Type, the record type is already selected and the query owner can stay the default, you.

Figure 78

Query for member type records 1. Chose Select from the Query area and chose Gym Person Type (the choices are alphabetical) and equals. Once you click Enter Value, chose the Fitness Center Member. Make sure to move the type to the selected values window by using the arrow in between the items and then click OK.

Figure 79 Define your query 1. Save and close the Query dialog and then save and close the goal record. 2. You can now see the goal as a child goal.

Figure 80 Child goals now on form 1. Repeat the process above for creating a child goal for Gym Administrator. All of the values will be the same, except substitute user Gym Administrator wherever you had placed Gym Manager. Dont forget to set the query under the Goal Criteria section. You will use the same criteria query you just made.

Figure 81 New goal 1. You should now see two child goals, one for Gym Manager and one for Gym Administrator.

Figure 82 Child goals 1. Now that you have the goal metrics, parent goal, child goals and queries set, click Recalculate on the parent goal form. You will get a warning about time required to calculate Rollups, go ahead and click ok.

Figure 83 Recalculate 1. Your goal and child goals should now have actual data showing.

Figure 84 Calculated parent and child goals 1. Save and close your goal, now click on Views for My Active Goals and open Charts.

Figure 85 Select Charts to display 1. You will now see built in Charts to help you visualize goals and their progress.

Figure 86 Visualize progress for all Goals

Exercise 8: Create a WorkflowImportant: To complete this Exercise, navigate to Contoso2 organization. If you are using a pre-configured virtual machine, this exercise uses http://crm2011/Contoso2 . If using a CRM Online organization or your own environment, make sure you have run the training setup utility to ensure the organization is ready to run this exercise. If you need more assistance setting up your training environment, please refer to the Training Setup document provided with the training course. Always use a test/development organization, not a live/production organization for the training course.

Workflows can be used to automate many of the processes in Dynamics CRM. From handling of a series of follow-up emails to a customer following a purchase to extremely customized workflow logic, Workflows can be a very powerful tool. More details on the custom logic will be discussed in depth in the Workflow lab. In this scenario, we already have customizations in place for Contosos gym management solution. We will be looking at managing the workouts of our

gym members. In the initial steps of the workflow logic we will be creating, we need to find out when a person last had a workout. In our entity model, Person (the re-named system entity Contact) entity is a parent of Workout entity (Meaning that there is a one-to-many relationship between Person and Workout.) Because of this, we will need to query Workout records from a workflow based on Person as the primary entity on the CRM Workflow web designer. There are two approaches we can us to achieve this; one is to code a custom workflow activity that will perform this query for us, then we call into this custom workflow activity via the web designer. The second approach is to create workflow on Workout entity, so that whenever a gym member has done a workout (i.e.; create a workout record), it updates a Last Workout custom DateTime field on the parent gym member (person) record. The primary advantage of the second approach is there is not a single line of code involved, everything is done through point and click configuration via CRM web UI. However, the extra effort is to add a custom field to the Person entity to store this Last Workout Date information, so that it is readily accessible. We have chosen to take the second approach in this lab. Task 1 Create workflow to update last workout date In this task, we will create the workflow record and configure its properties. Navigate to the Processes area from Settings, then select Processes from the left navigation. Select New from the My Processes grid.

Figure 87 Workflow area in Settings

In the new workflow dialog;

a. Enter Update Workout Date for Process name b. Select Workout for entity c. Select Workflow for category d. Select New blank process for Type e. Click OK

Figure 88 New process dialog

In the CRM workflow web designer dialog; a. Select Organization as the scope of this workflow, since this workflow applies to all workout records for all ABC Gym members. b. Check Record is created for Start When event, since we only update the last workout date when a new workout record is entered.

Figure 89 Workflow designer

Task 2 Build workflow logic In this task, we will build the actual workflow logic with CRM 2011 workflow web designer. In the workflow designer, select Add Step | Update Record.

Figure 90 Build the Workflow logic Note: The CRM workflow web designer provide a wide range of commonly used activities. We can add them as steps to compose workflow rules. Since we are to update the Last Workout field on the gym member record, we use Update Record activity.

In the step we just added; a. Enter the description: Update persons last workout date b. Select Fitness Center Member (Person) from the Related Entities list in Update dropdown c. Click on Set Properties

Figure 91 Select Entity to update Note: This workflows Primary Entity is Workout, all related entities will appear under Related Entities. However, only entities that have a oneto-many relationship to the primary entity will appear as Related Entities here.

In the new Update Person form that appears a. Place your cursor in the Last Workout date textbox, you will notice the Form Assistant changes accordingly. b. In the Form Assistant on the right, select Dynamic Values in the top dropdown list. c. Select Set to for the Operator. d. Select Workout and Created On under Look for and Click Add. e. Select Process and Execution Time under Look for and Click Add. f. Click OK.

Figure 92 Update fields to set Note: The Form Assistant helps users with populating the currently selected field with dynamic or static values. Its interface changes automatically according the currently selected field. You can also specify more than one value for a field, if the first choice happens to be null, it will take on the following value. You could also specify a default static value.

Figure 93 View highlighted value of the changed field

Click on Save and Close to save the Properties dialog.

Note: You will notice that in the Update Person form, the value for Last Workout has changed to a highlighted value. This means it is a dynamically assigned value and will be populated at runtime.

Task 3 Publish workflow 1. Back in the workflow designer, click on Activate to publish and activate the workflow.

Figure 94 Activate workflow Click OK to confirm on the dialog.

Figure 95 Confirmation dialog

Close the workflow form.

Exercise 9: VerificationImportant: To complete this Exercise, navigate to Contoso2 organization. If you are using a pre-configured virtual machine, this exercise uses http://crm2011/Contoso2 . If using a CRM Online organization or your own environment, make sure you have run the training setup utility to ensure the organization is ready to run this exercise. If you need more assistance setting up your training environment, please refer to the Training Setup document provided with the training course. Always use a test/development organization, not a live/production organization for the training course.

To verify this workflow works, we will create a new member (person) record and check the last workout date is updated. 1. In CRM web client, navigate to Workplace | Staff and Members | People | New.

Figure 96 New Person button In the new Person form, enter a value for First Name, Last Name and E-mail. Then click on Save.

Figure 97 New Person form Note: Make sure to leave Last Workout date blank as this will be populated by the workflow we just defined.

In the same Person form, navigate to Member Workouts and click on Add New Workout.

Figure 98 New Workout button

In the new Workout form, enter a value for Workout, select a Personal Trainer and click on Save.

Figure 99 New workout form

In the same Workout form, navigate to Workflows, you should see a workflow instance named Update Workout Date appearing momentarily with Status Reason changing from In Progress to Succeeded.

Figure 100 Workflow process

Note: Workflows are executed asynchronously, it may take a few moments for workflow instance to appear and the Status Reason to become Succeeded from In Progress. You can click on the Refresh symbol on the top right corner of the grid to observe any changes.

Open the Person record that we just created by navigating to Workplace | Staff and Members | People. Notice that the Last Workout field is populated.

Figure 101 Last Workout Date is now updated Note: The population of the Last Workout field verifies that the workflow we just defined has worked.

Exercise 10: Data AuditingImportant: To complete this Exercise, navigate to Contoso2 organization. If you are using a pre-configured virtual machine, this exercise uses http://crm2011/Contoso2 . If using a CRM Online organization or your own environment, make sure you have run the training setup utility to ensure the organization is ready to run this exercise. If you need more assistance setting up your training environment, please refer to the Training Setup document provided with the training course. Always use a test/development organization, not a live/production organization for the training course. There is often a need to go back through the history of changes to your data and CRM 2011 offers custom auditing settings to facilitate that. This exercise will show you the basics you need to start auditing data. For a fitness center monitoring the status of its equipment over time could help identify patterns of use and overuse and allow for better long-term planning. In this exercise we will review and adjust these settings and make some data changes to see what the audited data looks like. Note: Make sure to check your organization has auditing turned on by going to the System Settings dialog via the Settings module. Check the Auditing tab for this setting. Task 1 Review the settings for auditing and edit them. For this exercise, we will be making changes to the default solution. That may not always be practical in your environment; it is for ease of use only to convey the concepts of Data Auditing. 1. Make sure to check your organization has auditing turned on by going to the System Settings dialog via the Settings module. Check the Auditing tab for this setting.

Figure 102 Turn Auditing on in System Settings 1. Click on Settings and then on Customizations. Select Customize the System to open the Default Solution

Figure 103 Click Customize the System to open the default solution 1. Once the default solution is open, expand the list of entities

Figure 104 Expand Entities 1. Scroll down the entity list to find Exercise Equipment. Turn Auditing on for this entity. You may have to scroll the right side of the window to see the option. Save your changes, but dont publish yet.

Figure 105 Turn on Auditing for the Entity

1. Notice that the default is set to audit every field on the form. For this case, that is excessive, so lets open Fields and edit some of the options. Doubleclick the field times used.

Figure 106 Select Times Used field 1. Because this field is updated often, every time the piece of equipment is used, the data auditing would certainly clutter the results. We will turn off the Auditing by changing the selection to disable it.

Figure 107 Disable Auditing and Save/Close 1. Save and close and now publish all changes.

Figure 108 Publish All Customizations 1. Now that we have enabled auditing, lets make some changes on Exercise Equipment entity records. Navigate to the Exercise Equipment section and view the records there.

Figure 109 Open a record

1. Open up any of the records here by double-clicking them. You may have to change from Read Only Form to Gym Administrator Form in order to accomplish this task. Edit any of the fields, make sure to edit more than a single field. Save the record but do not close 2. Navigate to the Audit History section from the left navigation and view the data changes youve just made. It will resemble the sample here.

Figure 110 Audit Details

Exercise 11: Role Based FormsImportant: To complete this Exercise, navigate to Contoso2 organization. If you are using a pre-configured virtual machine, this exercise uses http://crm2011/Contoso2 . If using a CRM Online organization or your own environment, make sure you have run the training setup utility to ensure the organization is ready to run this exercise. If you need more assistance setting up your training environment, please refer to the Training Setup document provided with the training course. Always use a test/development organization, not a live/production organization for the training course. Using Dynamics CRM 2011 allows each user to have a difference experience using role-based forms. The different users have different needs and different data fields they use to complete their tasks. In this exercise you will view some role based views and customizations based on user roles that you will then create in the lab Role Based UI, Field Level Security and Using JQuery and OData. This example takes place in our Gym Solution. Task 1 Locate the Exercise Equipment Form First we have to set up the roles to allow viewing the differences in the forms already setup for us.

Navigate to Equipment Management|Exercise Equipment and open any record.

Figure 111 Navigate and open record 1. As the system administrator, you have access to all views, however the form loads with the default form view, which in this case is a read only form.

Figure 112 Read only form 1. Notice the form selector on the top of the left navigation; click it to see the forms available.

Figure 113 Select Gym Administrator Form 1. Change the view to now see the Gym Administrator Form.

Figure 114 Role based form