Customer Relationship Management - Installation & Configuration

Introduction

 

The three-day Microsoft CRM Installation and Configuration course explores Microsoft's CRM Implementation Methodology tool kit, the technologies that support Microsoft CRM (i.e. Active Directory, Microsoft .Net framework, XML Web Services, SOAP, etc.), the architecture of the product, installation instructions for the Microsoft CRM Server, Sales for Outlook client, and Exchange Email Router, as well as the administrative functions required to configure the application.

 

Configuration topics include business management functions such as setting up business units, users, teams, security privileges and roles, database maintenance, XML importing and exporting utilities, Crystal Enterprise report configuration, web configuration options, and importing legacy CRM data via the Microsoft CRM data migration tools. This course does not include materials or instructor discussion of Microsoft CRM Workflow Configuration, Customisation, or Back Office Integration.

 

 Audience

 

Microsoft CRM Installation and Configuration training is recommended for people who plan to install, implement, configure, consult on or support Microsoft CRM. The class is targeted at administrators, implementers, developers, and consultants who need to understand the technical aspects of Microsoft CRM and gain foundational knowledge of the application functionality. The course is not intended for non-technical staff.

 

 

At Course Completion

 

After completing this course, students will be able to:

 

- Utilize the Microsoft CRM Implementation methodology and its supporting tool kit designed specifically for Microsoft CRM.

 

- Understand the primary technologies that support Microsoft CRM, including Active Directory, Windows 2000 domains and domain controllers, DNS, Microsoft .Net, XML, XML Web Services, SOAP, Microsoft Exchange, SQL Server 2000 and Internet Information Services.

 

- Understand the Microsoft CRM architecture, including the Outlook and web-based clients, the application layer, the platform layer and the database layer.

 

- Identify the hardware and software requirements for the various Microsoft CRM deployment scenarios.

 

- Execute the checklist requirements that must be in place prior to installing CRM.

 

- Complete the installation procedures for the CRM Server, CRM Outlook client and Exchange Email Router.

 

- Complete the post-installation procedures covering system administrator initialisation and optional sample data loading.

 

- Configure Microsoft CRM business units, users and teams.

 

- Understand and manage the Microsoft CRM security model, including security roles, privileges and access levels.

 

- Execute the administrative tasks necessary to support the application, including database maintenance, XML importing and exporting procedures, maintenance of system customisation settings, Crystal Enterprise Reporting parameters and web configuration parameters.

 

- Plan and execute a Microsoft CRM data migration project by utilizing the Microsoft Data Migration Framework tools and planning documents.

 

- Troubleshoot common problems with the different components that make up Microsoft CRM, including Active Directory, Microsoft CRM Server, Exchange Server, SQL Server, the Outlook Client, the Microsoft CRM Exchange Email Router, Crystal Reports, and the Microsoft CRM Integration for Great Plains upgrade.

 

Prerequisites

 

Before attending this course, students must have:

 

- Working knowledge of Windows 2000, 2003 or Windows XP, Microsoft Exchange 2000 or 2003, SQL Server 2000 and Microsoft Outlook

 

Microsoft Certified Professional Exams

 

No Microsoft Certified Professional exams are associated with this course currently.

 

Course Materials

 

The student kit includes a comprehensive workbook and other materials needed for this class.

 

Course Outline

 

 Chapter 1: Implementation Methodology

 

The purpose of this chapter is to introduce you to Microsoft CRM's Implementation Methodology and Implementation Tool Kit (ITK). The ITK contains all the components of Microsoft CRM's Implementation Methodology, and it serves as the single source for information needed throughout the implementation. The ITK is intended to be a tool that is easy to use, and its purpose is to help you remain organsed throughout any Microsoft CRM implementation.

 

Main Topics

 

- Types of Implementation

 

- Areas of the ITK

 

- Phases of a CRM Implementation

 

- Implementation Best Practices

 

 

After completing this chapter, students will be able to:

 

- Understand the benefits of using the Microsoft CRM implementation methodology.

 

- Differentiate between the various types of Microsoft CRM implementation.

 

- Navigate the Implementation Tool Kit and take advantage of its methodology, resources and tools.

 

- Follow the Microsoft CRM Implementation Methodology project phases when conducting your project rollout.

 

 

Chapter 2: Supporting Technologies

 

This chapter examines the core technologies that are leveraged by the Microsoft Customer Relationship Management application. The purpose of this chapter is to introduce you to each technology, briefly discuss its purpose and main features, and focus on its relationship with Microsoft CRM. Please note that this chapter is not intended to provide you with in-depth knowledge of each of these topics; most bookshops are filled with books that can provide you with that level of instruction, and it's not our intention to add to this glut of information.

 

Also, it is important to note that this chapter is optional and can be skipped at the instructor's discretion. If the instructor feels that each student has sufficient experience in these subjects, they may skip this chapter.

 

Main Topics

 

- Active Directory Services

 

- Domain Name System (DNS)

 

- Exchange Server 2000

 

- SQL Server 2000

 

- Microsoft .NET technology

 

- Extensible Markup Language (XML) and its relationship with the Microsoft technologies

 

- XML Web Services

 

- Simple Object Access Protocol (SOAP)

 

- Internet Information Services (IIS)

 

- Active Server Pages (ASP).NET

 

 

Lab: Instructor-led presentations of the following technologies

 

- Active Directory

 

- DNS

 

- SQL Server 2000

 

- IIS

 

 

After completing this chapter, students will understand:

 

- which Microsoft and non-Microsoft technologies support Microsoft CRM.

 

- the purpose and main features of each of Microsoft CRM's supporting technologies.

 

- how Microsoft CRM uses these technologies.

 

 

Chapter 3: Microsoft CRM Architecture

 

This chapter examines Microsoft CRM's architectural design. The purpose of this chapter is to examine the design goals for Microsoft CRM, discuss how these goals evolved into the system, platform and application functionality that define the Microsoft CRM product, and review Microsoft CRM's four architectural layers - the Presentation layer, Application layer, Platform layer and Database layer. Please note that this is a high-level discussion of the product's architecture with the ain being to introduce the student to each layer of design.

 

Main Topics

 

- Presentation layer (web client and Sales for Outlook client)

 

- Application layer (including how the Sales for Outlook client functions in both online and offline modes, and how the architecture facilitates client synchronisation and playback processing)

 

- Platform layer

 

- Database layer

 

 

After completing this chapter, students will be able to:

 

- Identify the similarities and differences between the two methods of accessing Microsoft CRM (via web client and the Sales for Outlook client).

 

- Understand how the architecture facilitates Sales for Outlook client synchronisation and playback methodology.

 

- Understand how the platform layer of the product architecture plays a key role in all product functionality, including the extension of product functionality by ISV's through the use of web services that access class libraries at the product layer.

 

- Identify the four databases created with each Microsoft CRM installation and understand the purpose of each.

 

- Understand why the application was designed to prohibit direct access of application logic and databases by developers.

 

 

Chapter 4: Server and Client Installation

 

For a successful installation of Microsoft CRM, it is crucial that you complete all the tasks required - from the pre-install environment through to the post-installation tasks. We begin this chapter by analysing the network infrastructure requirements and the hardware and software requirements for various deployment scenarios. We will then review each of the pre-installation requirements in order to make sure that all the necessary hardware and software components are in place prior to installing Microsoft CRM Server. Once we have completed the pre-installation tasks, we will review the installation procedures for both the server and client components of the application. Following the CRM server installation, we will review the installation procedure for the Exchange Email Router and the Sales for Outlook client. Following the installation of each of these components, we will review the post-installation requirements that must be performed in order to prepare Microsoft CRM for use. Each student will install the CRM server, the Exchange Email Router, and the Sales for Outlook client, and perform all the pre- and post-installation tasks. We will complete this chapter by reviewing the requirements for upgrading from Microsoft CRM v1.0 to v1.2.

 

Lessons

 

- Network requirements

 

- Deployment scenarios

 

- Pre-installation tasks

 

- CRM Server installation

 

- Exchange Email Router installation

 

- Sales for Outlook client installation

 

- Post-installation tasks

 

- Sample data load

 

- Suggested Skill Set

 

- Upgrading from v1.0 to v1.2

 

- Installation Best Practices

 

 

Lab: Pre-Installation Tasks

 

- Active Directory verification

 

- Database verification

 

- Verify DNS server addressing

 

- MDAC verification

 

- MSMQ verification

 

- Create CRM Administrator account

 

- Create Active Directory Organisational Unit

 

- Create a CRM web site in IIS

 

 

Lab: CRM Server Installation

 

- Install the CRM Server software

 

- Installation is for Adventure Works Cycle sample organization

 

- Test the installation

 

 

Lab: Post-Installation Tasks and Review

 

- Verify that CRM Security Service is running

 

- Assign a Microsoft CRM license to the CRM Administrator account

 

- Load Adventure Works Cycle sample data

 

- Review the Organisation Unit changes in Active Directory

 

- Review the database changes in SQL Server

 

- Review the web site changes in IIS

 

 

Lab: Exchange Email Router Installation & Configuring Queues

 

- Install the Exchange Email Router

 

- Add a queue in Active Directory and associate an email address with it

 

- Add the queue into Microsoft CRM

 

 

Lab: Sales for Outlook Client Installation

 

- Configure client machine as part of the instructor's CRM domain

 

- Install the Sales for Outlook client

 

- Test the installation

 

 

After completing this chapter, students will be able to:

 

- Analyse the network infrastructure to ensure it is ready for a Microsoft CRM installation.

 

- Identify the hardware and software requirements for a Microsoft CRM installation.

 

- Review each of the pre-installation requirements in order to make sure that all necessary hardware and software components are in place prior to installing Microsoft CRM Server.

 

- Install the Microsoft CRM Server, the Sales for Outlook Client and the Exchange Email Router.

 

- Configure queues to automatically receive email

 

- Load Adventure Works Cycle sample data if needed

 

- Carry out the post-installation tasks that are needed to prepare Microsoft CRM for use.

 

- Understand the staff skills required to accomplish a Microsoft CRM implementation.

 

- Understand the requirements for upgrading from v1.0 to v1.2 for the CRM server, Outlook client, and Exchange Email Router.

 

 

Chapter 5: Configuration - Business Management

 

In this chapter, we will examine how to configure Microsoft CRM by setting up business units, users and teams. We will review the two methods available for adding users into Microsoft CRM; that is, via the User Manager tool in Deployment Manager, and directly into the Microsoft CRM application via the System Customisation tool. We will discuss the idiosyncrasies of assigning a manager to a user's account, and we will examine the methods available for setting up teams of users. All of the labs performed in this chapter and in all remaining chapters will relate to the sample Adventure Works Cycle organisation that was installed in the previous chapter.

 

Main Topics

 

- Setting up business units

 

- Reorganising your organisational hierarchy

 

- Enabling/Disabling business units

 

- Adding users via the User Manager tool

 

- Adding users via Microsoft CRM

 

- Assigning a manager to a user account

 

- Creating teams and adding users to a team

 

- Business Management Best Practices

 

 

Lab: Maintaining Business Units

 

- Adding business units

 

- Reorganising the organisational hierarchy

 

- Disabling a business unit

 

- Enabling a business unit

 

 

Lab: Managing User Accounts

 

- Adding multiple users at a time via the User Manager tool

 

- Adding one user at a time via Microsoft CRM

 

- Maintaining user accounts

 

- Assigning a manager to a user account

 

- Disabling a user account

 

- Enabling a user account

 

 

Lab: Managing Teams

 

- Adding teams

 

- Assigning users to a team

 

 

After completing this chapter, students will be able to:

 

- Identify the core concepts of Business Management within Microsoft CRM, including: Business Units, Business Unit Management, Users, User Management and Team Management

 

- Structure the organisation unit hierarchy