Microsoft Business Solutions CRM 1.2 Customization
(Microsoft Training Course: 8020) - 2 days - £1200 exc VAT

THIS COURSE HAS NOW RETIRED. PLEASE SEE THE SUPPLEMENTARY INFORMATION FOR DETAILS OF ALTERNATIVE COURSES.
The Microsoft CRM Customization course is designed for partners and customers who will be customizing the application. This typically includes implementers, consultants, developers, systems administrators, and project leaders

1. Architecture
2. Workflow
3. Customization
4. Introduction to the Microsoft CRM SDK
5. Customizing Crystal Enterprise Reports

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Supplementary Information This course has now retired and is no longer available. We suggest you look at Course 8912: Customisation and Configuration in Microsoft Dynamics CRM 4.0.

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Module 1: Architecture

• Presentation layer (Web client and Sales for Outlook client)
• Application layer
• Platform layer (primary focus, specifically touching on the 800+ class libraries used to extend the application via Web services)
• Database layer

Skills

• 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 platform layer of the product architecture plays a key role in all product functionality, including extension of product functionality by ISV's through the use 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.
  

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Module 2: Workflow

• Workflow Manager
• Workflow Rules
• Workflow Templates
• Events
• Conditions
• Actions
• Sales Processes
• Workflow Monitor
• Workflow Best Practices
• Lab: Creating Workflow Rules
• Lab: Creating Sales Processes

Skills

• Understand how business processes can be automated in Microsoft CRM.
  
• Understand the core concepts and terminology associated with Microsoft CRM's Workflow Manager – including: Rules, Events, Conditions, Actions, Rule Templates, Sales Processes and Workflow Monitor.
  
• Use the Workflow Manager to create, modify, and activate Rules and Sales Processes.
  
• Administer Rules and Sales Processes with the Workflow Monitor.
  

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Module 3: Customization

• System Customization tool
• Modifying forms
• Modifying views, advanced find views, and associated views
• Modifying preview panes
• Schema Manager
• Adding custom fields to the database
• Mapper tool
• Adding custom field mappings
• Publishing customization changes
• Customization Best Practices
• Lab: Customizing Views
• Lab: Adding Customized fields to the database schema
• Lab: Record Type Customization

Skills

• Identify which Microsoft CRM components are customizable using the Microsoft CRM System Customization Tool.
  
• Extend the database schema by adding new fields and exposing them in the application.
  
• Use the System Customization Tool to customize views, forms, preview panes and all other customizable areas of the application.
  
• Modify the properties of existing forms, views, Advanced Find views, Associated Views, and Preview Panes – as well as all other customizable areas of the application.
  
• Publish customizations into Microsoft CRM using the Deployment Manager Tool.
  

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Module 4: Introduction to the Microsoft CRM SDK

• Understand the capabilities for customization with the SDK
• Understand the benefits of the SDK
• Understand the intended audience of the SDK
• Understand the contents of the SDK

Skills

• Understand the capabilities for customization with the SDK. The chapter will provide a simple scenario to illustrate how the SDK can be used by developers to create a solution to solve a business problem.
  
• Recognize the benefits the SDK provides to the solution developer and how it helps extend and preserve some of the key benefits of Microsoft CRM.
  
• Recognize the intended audience of the SDK and understand which skills developers will need in order to take advantage of the benefits the SDK offers.
  
• Successfully navigate the SDK contents. The chapter will provide a brief tour of the contents and explain how developers can use the SDK to learn more about techniques they will use to create solutions.
  

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Module 5: Customizing Crystal Enterprise Reports

• Planning Considerations (including the importance of planning, planning resources, and challenges and approaches)
• Crystal Enterprise for Microsoft CRM (including report presentation, licensing, and security)
• Custom reports (including customization requirements, creating custom reports, modifying existing reports, and publishing report customizations)
• Reporting Best Practices
• Lab: Modifying an Existing Report

Skills

• Recognize the importance of reporting to your Microsoft CRM implementation.
  
• Use the Microsoft CRM Implementation Tool Kit planning resources in order to plan your Microsoft CRM reporting solution.
  
• Recognize and overcome reporting solution challenges.
  
• Identify licensing considerations in regards to Microsoft CRM reports.
  
• Understand how security is implemented in regards to Microsoft CRM reports.
  
• Understand how reports are presented.
  
• Identify the requirements needed in order to create or modify Microsoft CRM reports.
  
• Create, modify and publish Microsoft CRM reports.
  
• Use existing reports as templates for new reports.
  

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Before attending this course, students must have the following pre-requisites:

• An understanding of the Microsoft CRM application

After completing this course, students will understand Microsoft CRM's architecture and how it facilitates customization via the SDK; workflow rules that can automate your company's business policies; sales processes that can automate the activities required to prospect, qualify, and close sales opportunities; Microsoft CRM's Customization Tool that allows you to modify forms, views, and preview panes; Microsoft CRM's Schema Manager tool that allows you to customize the database schema by adding custom fields to each object as well as creating custom database mappings; publishing your customizations to your production environment; Microsoft CRM's Software Development Kit (SDK) that allows you to create external customizations that leverage the platform layer's class libraries; Crystal Designer reporting tool that allows you to create new reports and modify existing reports

This course has now retired and is no longer available. We suggest you look at Course 8912: Customisation and Configuration in Microsoft Dynamics CRM 4.0.