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Microsoft Dynamics CRM 4.0 (Advanced)

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Prerequisites:

1. Knowledge on Microsoft Dynamics 4.0 Basics.

2. Understanding of Customer Relationship Management solution processes and practices.

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Training Type: Class Room

Duration: 90 Hours

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Course Outline:

Topic

Sub Topic

Duration

Applications

  • Introduction to Microsoft Dynamics CRM
  • Microsoft Dynamics CRM Basics
  • Microsoft Dynamics CRM for Microsoft Office Outlook
  • Introduction to Sales Management
  • Sales Order Processing
  • Introduction to Marketing Management
  • Implementing Marketing Campaigns
  • Introduction to Service Management
  • Managing Service Cases
  • Microsoft Dynamics CRM Knowledge Base
  • Introduction to Service Scheduling
  • Service Scheduling Administration

10 Hours

Customization and Configuration

  • Configuring Business Units
  • Configuring Security
  • Copying and Creating Role
  • Configuring Users and Team
  • Configuring Organizational Settings
  • Customizing Microsoft Dynamics CRM Overview
  • Customizing Forms and Views
  • Customizing Entities and Attributes
  • Renaming Entities and Translating Customizations

10 Hours

Installation and Deployment

  • Microsoft Dynamics CRM Components
  • Planning the Microsoft Dynamics CRM Installation
  • Microsoft Dynamics CRM Server Installation
  • Microsoft Dynamics CRM E-Mail Router
  • Microsoft Dynamics CRM for Microsoft Office Outlook
  • Upgrading to Microsoft Dynamics CRM 4.0

10 Hours

MSD CRM 4.0 Extending

  • Extension Approach
  • Web Service Programming
  • Custom Workflow Activities
  • Developing Plug-ins
  • Application Programming
  • Deploying ASP .Extension

20 Hours

Microsoft SharePoint 2010 Search for Application Developers

  • Processing Data Sources
  • Configuring Search Sites
  • Configuring Federation
  • Scopes and Managed Metadata
  • SharePoint Linguistics
  • Federated Object Model
  • Creating Custom Search Applications
  • Extending Connectors
  • Creating Custom Connectors

20 Hours

SharePoint 2010 Business Intelligence

  • Overview
  • Business Intelligence
  • Business Intelligence Center
  • Data Mart and Data Warehouses
  • Business Connectivity Services
  • Analysis Services
  • Filter Web Parts
  • Excel Services
  • PowerPivot
  • Reporting Services
  • Performance Point
  • Visio and Access Services
  • GeoSpatial Data with Charts and Maps

20 Hours

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Course in Detail:

Topic I: Applications

Module 1: Introduction to Microsoft Dynamics CRM

This module explains how creating and implementing a CRM strategy provides overall value to an organization. It explains how Microsoft Dynamics CRM supports a successful strategy through a set of modules organized by functional area: sales, marketing, and service. This module also explains how Microsoft Dynamics CRM is installed and used in your environment.

Module 2: Microsoft Dynamics CRM Basics

This module explains the variety of tools to track, manage, execute, and report on customer interactions, and how a variety of tools to track, manage, execute, and report on customer interactions.

Module 3: Microsoft Dynamics CRM for Microsoft Office Outlook

This module explains the unique benefits of Microsoft Dynamics CRM for Outlook, and explains how you can use Microsoft Dynamics CRM for Outlook to manage e-mail, appointments, tasks, and contacts. Then, this module covers how to create personalized communications using Mail Merge. Finally, the module describes the differences between Microsoft Dynamics CRM for Outlook with off-line functionality verses on-line functionality and how records between Outlook and Microsoft Dynamics CRM are synchronized.

Module 4: Introduction to Sales Management

This module explains the basic sales process and how sales processes may vary between organizations. It describes and provides guidance for making decisions about which areas of Sales to use and how to use them. Also described is how you can use Microsoft Dynamics CRM to work with qualified customers to make a sale. This module goes runs a complex sale process and discusses leads in detail, and how they can be a key entry point in the sales process. The discussion begins with entering and importing leads, and then walks through the process of converting a lead to an opportunity, account and contact. It also covers converting an activity to a lead and ways to disqualify and reactivate leads.

Module 5: Sales Order Processing

This module explains the role of the product catalog in Microsoft Dynamics CRM and the tasks required to set up a product catalog. These tasks include setting up and maintaining unit groups, products, and price lists. This module explains how to process a sales order in Microsoft Dynamics CRM 4.0. It covers quotes, orders, and invoices, and describes the features in Microsoft Dynamics CRM that are used to analyze the data captured in the system. Also described is how the Export to Excel feature enables both static copies and dynamic queries of data to be viewed and evaluated in Microsoft Excel.

Module 6: Introduction to Marketing Management

This module describes the marketing functionality and key features you can use to increase marketing effectiveness. It explains the core concepts of marketing campaigns in Microsoft Dynamics CRM including: closed loop marketing, quick campaigns, marketing campaigns, and campaign responses and reporting. This module also explains the process for creating quick campaigns, marketing campaigns, marketing lists, and campaign templates in Microsoft Dynamics CRM.

Module 7: Implementing Marketing Campaigns

This module explains the process for distributing campaign activities to launch your campaign. Discussed is managing a campaign that is underway and tracking campaign responses.

Module 8: Introduction to Service Management

This module introduces Microsoft Dynamics CRM service management functionality and explains how it helps organizations track information about cases, customer complaints or requests, and small projects. It covers the core components of service management and explains how the subject tree provides a structured approach for grouping and managing information. It explains the lifecycle and key concepts of contracts in Microsoft Dynamics CRM, and explains how to create contract templates, and how to modify contracts and how to delete, cancel, renew, or put a contract on hold.

Module 9: Managing Service Cases

This module explains concepts of case management, the steps in the case resolution process, and the ways you can view and manage cases in Microsoft Dynamics CRM. The module also covers creating, deleting, and editing cases, and then discusses other activities related to case management, such as assigning and sharing cases and using the knowledge base to research issues and resolve cases.

Module 10: Microsoft Dynamics CRM Knowledge Base

This module explains how to use the Microsoft Dynamics CRM Knowledge Base, and discusses how organizations can browse, locate, and share information using this repository. Also discussed is how Microsoft Dynamics CRM service queues work, including how to create public queues and routing rules for queues, the process of deleting queues, viewing the list of cases and activities in queues, and how to accept and assign items from queues.

Module 11: Introduction to Service Scheduling

This module explains the basic service scheduling process and service scheduling activities in detail.

Module 12: Service Scheduling Administration

This module explains the scheduling administration, setup process, and administrative activities in detail since this is a key entry point in the scheduling process.

Topic II: Customization and Configuration

Module 1: Configuring Business Units

This module explains how to set up organizational structures by maintaining business units within an organization.

Module 2: Configuring Security

This module reviews the Microsoft Dynamics CRM security model, including security roles, privileges, and access levels. This module examines how to maintain permissions within security roles, and how security permissions are inherited across business units.

Module 3: Configuring Users and Teams

This module explains how to define the users who access Microsoft Dynamics CRM and the teams that share Microsoft Dynamics CRM data.

Module 4: Configuring Organizational Settings

This module reviews a variety of configuration settings that enable each organization to tailor Microsoft Dynamics CRM to satisfy its business requirements. These settings control the appearance and functionality of the application; they are defined at the organization level and apply to all business units in a given implementation.

Module 5: Customizing Microsoft Dynamics CRM Overview

This module introduces all of the application features that can be customized in Microsoft Dynamics CRM and the different ways in which customizations can be applied. This is an introductory section that lays the foundation for the hands-on training that follows.

Module 6: Customizing Forms and Views

This module examines how to customize the Microsoft Dynamics CRM user interface using the application's customization tools. This includes customizations to the forms used to enter and update data and the views that display lists of records.

Module 7: Customizing Entities and Attributes

This module examines how to create new entities and attributes through Microsoft Dynamics CRM’s built-in customization tools.

Module 8: Customizing Relationships and Mappings ments

This module identifies the different types of supported relationships in Microsoft Dynamics CRM, as well as the types of behavior that control how certain actions taken on a record affect related records. This training also examines entity mapping.

Module 9: Renaming Entities and Translating Customizations

This module examines the final two elements related to customizing entities: renaming a customizable entity, and in a multilingual deployment, translating customized labels into the required languages.

Module 10: Maintaining Organizations through Deployment Manager

This module examines how Microsoft Dynamics CRM supports multiple organizations in one installation. This training also examines the tools that are available in Microsoft Dynamics CRM's Deployment Manager Utility.

Module 11: Introduction to Advanced Customizations

This module introduces a variety of advanced customization features that are available with Microsoft Dynamics CRM. These topics are intended for a developer audience, but the topics are introduced to expose the participant to available advanced customization functionality.

Topic III: Installation and Deployment

Module 1: Microsoft Dynamics CRM Components

This module lays the foundation for the remainder of the course and examines the primary components that are leveraged by Microsoft Dynamics CRM 4.0.

Module 2: Planning the Microsoft Dynamics CRM Installation

This module examines the hardware and software requirements that must be in place prior to installing Microsoft Dynamics CRM4.0, as well as appropriate licensing plans.

Module 3: Microsoft Dynamics CRM Server Installation

This module examines the hardware and software requirements that must be in place prior to installing Microsoft Dynamics CRM 4.0, as well as appropriate licensing plans.

Module 4: Microsoft Dynamics CRM E-Mail Router

This module discusses the key features in the Microsoft Dynamics CRM 4.0 E-mail Router functionality and the steps to follow to install the Microsoft Dynamics E-mail Router.

Module 5: Microsoft Dynamics CRM for Microsoft Office Outlook

This module examines the primary components of Microsoft Dynamics CRM for Microsoft Office Outlook, reviews the two types of access that are available with 4.0, and examines the steps to successfully install Microsoft Dynamics CRM Office Outlook.

Module 6: Redeploying Microsoft Dynamics CRM 4.0

This module provides information about redeploying Microsoft Dynamics CRM 4.0

Module 7: Upgrading to Microsoft Dynamics CRM 4.0

This module provides information about upgrading a Microsoft Dynamics CRM 3.0 deployment to Microsoft Dynamics CRM 4.0.

Module 8: Uninstalling and Repairing Microsoft Dynamics CRM 4.0

This module provides information about repairing and uninstalling Microsoft Dynamics CRM 4.0.

Topic IV: MSD CRM 4.0 Extending

Module 1: Extensibility Overview

This module provides an overview for the course. It introduces the features available to extend Microsoft Dynamics CRM.

Module 2: Microsoft Dynamics CRM Architecture

This module describes the Microsoft Dynamics CRM architecture as it applies to practical decisions when planning extensions to Microsoft Dynamics CRM. A strong understanding of the Microsoft Dynamic CRM architecture provides insight that can be used when developing extensions.

Module 3: Common Platform Operations

This module explains how to include the Microsoft Dynamics CRM Web Service APIs into development projects and how to use common methods available for all Microsoft Dynamics CRM entities. This module also explains how data types are implemented in Microsoft Dynamics CRM as well as helper code that developers can use to manage Microsoft Dynamics CRM data types. Finally, the process of handling SOAP exceptions from the Microsoft Dynamics CRM Web Services is described.

Module 4: Advanced Platform Operations

This module explains how to query data and perform actions on the Microsoft Dynamic CRM platform using the Execute Method with the appropriate Request and Response classes. It also describes the use of Filtered Views, the DynamicEntity class and methods to work with the Microsoft Dynamic CRM Metadata.

Module 5: Custom Workflow Activities

This module explains how to create and set up Custom Workflow Activities.

Module 6: Plug-ins

This module explains how to extend the functionality of Microsoft Dynamics CRM events by writing custom plug-ins.

Module 7: Application Event Programming

This module explains how to write client-side code for Microsoft Dynamics CRM Form and field events. It includes the available form and field events, how to work with form and field values, debugging client-side code and several techniques to improve productivity and solve business problems.

Module 8: Application Integration

This module explains how to add custom buttons, menus, and navigation items in Microsoft Dynamics CRM to integrate other applications. It also explains how to create applications that have the same appearance and behaviors as Microsoft Dynamics CRM. Finally, it describes how IFrames and URL addressable forms are used to integrate Microsoft Dynamics CRM with other Web applications.

Module 9: Building ASP .NET Extensions

This module explains how to configure and deploy custom ASP .Net pages which are deployed on the same Web site as Microsoft Dynamics CRM.

Topic V: Microsoft SharePoint 2010 Search for Application Developers

Module 1: Processing Data Sources

This module describes the logical and physical components of the crawl architecture and the query architecture for the search system in Microsoft SharePoint Server 2010. The new components enable more redundancy within the server farm and each of the crawl components and query components can be scaled out separately based on the needs of the organization.

Microsoft has chosen PowerShell as the scripting language for its’ Enterprise software. The SharePoint Management Shell in SharePoint Server 2010 provides an extensive set of Windows PowerShell cmdlets that make development, deployment, and administration of SharePoint 2010 easier and more efficient.

Understanding how to crawl content is important because, before end-users can use the enterprise search functionality in Microsoft SharePoint Server 2010, you will crawl or federate the content that you want to make available for users to search.

Module 2: Configuring Search Sites

This module describes the enhanced Keyword Syntax of Microsoft SharePoint Server 2010 for search. This enhanced syntax now supports both Wildcards and Boolean Operators, all of which help a user find what they are looking for in a more direct and efficient manner.

In the second lesson of this module, you are introduced to the components that make up a search site. Understanding how to configure and modify this site is important for you, the SharePoint administrator, since your users will use this site to search across crawled and federated data.

The final lesion of this module continues and in-depth look at the specialized web parts for a search site, in particular the “Search Core”, “Search Statistics”, “Web Analytics”, and “Best Bets” web parts. Additionally a close look at “Filter Categories” used to filter the contents of a web part. All of these pieces and processes are designed to enhance the search site user's experience.

Module 3: Configuring Federation

This module describes how to use and configure Federated search. With Federated search you can display search results for content that is not crawled by your search server. The query can be performed over the local content index, or it can be forwarded to an external content repository where it is processed by that repository's search engine. The repository's search engine then returns the results to the search server. The search server formats and renders the results from the external repository within the same search results page as the results from the search server's own content index. The use of Federation allows the search administrator to introduce content from selected sites to enhance the user experience.

Module 4: Scopes and Managed Metadata

This module will cover two common search site extensions Microsoft SharePoint Server 2010 Search Scopes and Managed Metadata.

A search scope defines a subset of information in the search index. Users can select a search scope to restrict search results to the subset of information. Typically, search scopes encompass specific topics or content sources that are important and common to users in the organization. For example, you can create a search scope for all items related to a specific project or for all items related to a specific group in the organization, such as finance or marketing. You can also create a search scope that encompasses several other scopes.

Managed metadata is a hierarchical collection of centrally managed terms that you can define, and then use as attributes for items in Microsoft SharePoint Server 2010 (for example, Search Scopes).

Module 5: SharePoint Linguistics

The linguistics features of Microsoft SharePoint Server 2010 can greatly improve the effectiveness of your search application, by increasing the recall of documents matching the query, the precision of the documents returned by the query and the relevancy of the documents returned by the query. This module examines how to configure the various linguistics features that are available in SharePoint Server 2010.

Module 6: Federated Object Model

This module examines the Federated and Query Object Models. All web parts are now built on the Federated Object Model.

A federated search is the simultaneous querying of multiple online databases (locations) for the purpose of generating a single search results page for end users.

When you add a federated location to Microsoft SharePoint Server 2010, end users can search for and retrieve content that has not been crawled by your server. Federated locations allow queries to be sent to remote search engines and feeds, after which SharePoint Server 2010 formats and renders the results to your end users as part of your crawled content.

Module 7: Creating Custom Search Applications

The Query Web service exposes the SharePoint Enterprise Search capabilities in Microsoft SharePoint Server 2010 to client applications. This enables you to access search results from client and Web applications outside of the context of a SharePoint site. The topics in this module can help you get started using the Query Web service.

Module 8: Extending Connectors

In some scenarios, you may need to customize the standard connectors provided with Microsoft SharePoint Server 2010 to handle more complex data types and crawling behavior. This module introduces several key features to accomplish these tasks.

Module 9: Creating Custom Connectors

When the level of desired customization of connectors exceeds what can be accomplished with external content types and Microsoft SharePoint Designer 2010, it is time to consider creating through code an entirely new connector. This module introduces several key tools to accomplish this task.

Topic VI: SharePoint 2010 Business Intelligence

Module 1: Overview

A simple introduction module.

Module 2: Business Intelligence

In this module we review what Business Intelligence (BI) is and what the typical BI goals are. We also explore how Microsoft BI tools are enabling more advanced Business Intelligence features to filter down/up to the decision makers and Information Workers in general.

Module 3: Business Intelligence Center

In this module we are going to explore the Business Intelligence Center site definition that comes with SharePoint 2010.

Module 4: Data Mart and Data Warehouses

In this module we explore what data is and some of the many forms that it takes. We then explore and define the terms Data Warehouse and Data Mart. This module is important in that as we move through the remainder of the course, we will need to have data to manipulate and work with to build our BI components.

Module 5: Business Connectivity Services

In this module we are going to take a look at the new Business Connectivity Services.

Module 6: Analysis Services

In this module we will explore the feature of SQL Server called Analysis Services (SSAS). When regular SQL queries can't handle your data, MDX queries in SSAS can!

Module 7: Filter Web Parts

In this module we will explore Filter Web Parts and the important role they play in building Business Intelligence portals.

Module 8: Excel Services

In this module we will explore and work with the various features of SharePoint's Excel Services.

Module 9: PowerPivot

In this module we explore the new PowerPivot tools of SQL Server 2008 R2 and Excel 2010.

Module 10: Reporting Services

In this module we will explore Reporting Services, its integration with SharePoint and how to build Reporting Services reports.

Module 11: Performance Point

In this module we will explore Performance Point and how it supercharges your BI Dashboards and Key Performance Indicators.

Module 12: Visio and Access Services

In this module we will explore Visio and Access Services and how to integrate it into your Report process.

Module 13: GeoSpatial Data with Charts and Maps

In this module we will explore GeoSpatial data and how to use the new .NET Charts and Mapping features of SharePoint 2010.

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