Fast Track to Microsoft Dynamics CRM 4.0 Certification: Become a CRM Expert

Overview

After completing the course and the associated exams, students will have the following certifications: Microsoft Certified Business Management Solutions Specialist in CRM 4 Applications, CRM 4 Customisation and Configuration, and CRM 4 Installation and Deployment.In addition, the exams form part of the Microsoft Certified Business Management Solutions Professional certifications (Applications - 1 other exam required; Developer - 2 other exams required; Installation and Deployment - 2 other exams required).

This training may be available onsite; please contact us if you are interested.

Audience

This fast track course provides students with the training and exams required to achieve certification in Microsoft Dynamics CRM 4.0. It is intended for individuals that plan to implement, deploy, use, maintain, consult or support Microsoft Dynamics CRM 4.0 in their organisation. It is also ideal for existing or prospective Microsoft Partners looking to achieve the CRM competency (Business Solutions).

Examinations

Microsoft recommends this course in preparation for the following exams:

• MCBMSPro: Microsoft Certified Business Management Solutions Professional
• MB2631:Microsoft Dynamics CRM 4.0 Customisation and Configuration
• MB2633:Microsoft Dynamics CRM 4.0 Installation and Deployment
• MB2632:Microsoft Dynamics CRM 4.0 Applications

• MCBMSSp: Microsoft Certified Business Management Solutions Specialist
• MB2632:Microsoft Dynamics CRM 4.0 Applications
• MB2633:Microsoft Dynamics CRM 4.0 Installation and Deployment
• MB2631:Microsoft Dynamics CRM 4.0 Customisation and Configuration

Prerequisites

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

• A general knowledge of Microsoft Windows Server 2003, Active Directory, IIs, Exchange Server, SQL Server 2005 and Outlook.
• Experience with Microsoft Dynamics CRM, including processes and practices.

Course Outline

1. 8913: Introduction to Microsoft Dynamics CRM
2. 8913: Microsoft Dynamics CRM Basics
3. 8913: Microsoft Dynamics CRM for Microsoft Office Outlook
4. 8913: Introduction to Sales Management
5. 8913: Sales Order Processing
6. 8913: Introduction to Marketing Management
7. 8913: Implementing Marketing Campaigns
8. 8913: Introduction to Service Management
9. 8913: Managing Service Cases
10. 8913: Microsoft Dynamics CRM Knowledge Base
11. 8913: Introduction to Service Scheduling
12. 8913: Service Scheduling Administration
13. Exam MB2-632
14. 8912: Creating Your Organisational Structure
15. 8912: Configuring Security
16. 8912: Configuring Users and Teams
17. 8912: Configuring Organisational Settings
18. 8912: Customising Microsoft Dynamics CRM Overview
19. 8912: Customising Forms and Views
20. 8912: Customising Entities and Attributes
21. 8912: Customising Relationships and Mapping
22. 8912: Renaming Entities and Translating Customisations
23. 8912: Maintaining Organisations Through Deployment Manager
24. 8912: Introduction to Advanced Customisations
25. Exam MB2-631
26. 8911: Microsoft Dynamics CRM Components
27. 8911: Planning the Microsoft Dynamics CRM 4.0 Installation
28. 8911: Microsoft Dynamics CRM Server Installation
29. 8911: Microsoft Dynamics CRM E-Mail Router
30. 8911: Microsoft Dynamics CRM for Microsoft Office Outlook
31. 8911: Redeploying Microsoft Dynamics CRM 4.0
32. 8911: Upgrading to Microsoft Dynamics CRM 4.0
33. 8911: Uninstalling and Repairing Microsoft Dynamics CRM 4.0
34. Exam MB2-633

Supplementary Information The Fast Track courses are run over longer days (from 9:00am to 5:30pm) with short or working lunches. Exams are taken in the evenings from 6:00pm.

Module 1: 8913: Introduction to Microsoft Dynamics CRM

• Gaining a competitive advantage through CRM
• Microsoft Dynamics CRM Modules
• Balancing Usability and Reporting
• Microsoft Dynamics CRM User Interface
• Multi-Language/Multi-Currency Support
• Personalizing the CRM Experience

Skills

• Explain how creating and implementing a CRM strategy provides overall value to an organization.

Module 2: 8913: Microsoft Dynamics CRM Basics

• Microsoft Dynamics CRM in Your Organization
• Customer Records
• Record Ownership and Assignment
• Using Activities to track Customer Interactions
• Using Workflows
• Finding and Maintaining Your Data
• Using Duplicate Detection
• Subject Tree

Skills

• Explain the variety of tools to track, manage, execute, and report on customer interactions.

Module 3: 8913: Microsoft Dynamics CRM for Microsoft Office Outlook

• Integration between Microsoft Dynamics CRM and Outlook
• Record Management in Microsoft Dynamics CRM for Outlook
• E-mail management in Microsoft Dynamics CRM for Outlook
• Creating Mail Merge Documents
• Using Microsoft Dynamics CRM for Outlook with Offline Access

Skills

• Explain the unique benefits of Microsoft Dynamics CRM for Outlook.

Module 4: 8913: Introduction to Sales Management

• Tracking Competitors
• Managing Sales Literature
• Working with Leads
• Working with Opportunities
• Tracking Opportunities through a Sales Process
• Using the Sales Pipeline Report

Skills

• Explain the basic sales process and how they vary between organizations.

Module 5: 8913: Sales Order Processing

• Product Catalog
• Creating Price Lists
• Creating and Revising Quotes
• Creating and Tracking Orders
• Creating and Closing Invoices
• Evaluating Sales Data

Skills

• Explain the role of the product catalog in Microsoft Dynamics CRM.

Module 6: 8913: Introduction to Marketing Management

• Marketing Campaigns vs. Quick Campaigns
• Creating and Using a Marketing Campaign
• Creating and Using Campaign Templates
• Managing Campaign Responses
• Analyzing Campaigns

Skills

• Describe the marketing functionality and key features you can use to increase marketing effectiveness.

Module 7: 8913: Implementing Marketing Campaigns

• Distribute Campaign Activities
• Monitoring Marketing Campaigns
• Capturing and Viewing Campaign Responses
• Working with Campaign Responses
• Analyzing Marketing Information

Skills

• Explain the process for distributing campaign activities.

Module 8: 8913: Introduction to Service Management

• Service Management Process Flow
• Creating Contract Templates
• Creating and Modifying a Contract and Contract Lines
• Renewing Contracts
• Working with Contracts

Skills

• Describe the Microsoft Dynamics CRM service management functionality.

Module 9: 8913: Managing Service Cases

Module 10: 8913: Microsoft Dynamics CRM Knowledge Base

• Knowledge Base Concepts
• Working with Article Templates
• Creating and Submitting Articles
• Approving, Publishing, and Rejecting an Article
• Working with Queues

Skills

• Explain how to use the Microsoft Dynamics CRM Knowledge Base.

Module 11: 8913: Introduction to Service Scheduling

• Service Scheduling Process
• Scheduling Service Activities
• Close, Cancel, or Reschedule a Service Activity
• View Service Activities and Appointments

Skills

• Explain the basic service scheduling process and service scheduling activities in detail.

Module 12: 8913: Service Scheduling Administration

• Scheduling Appointments
• Scheduling Users and Other Resources
• User Work Schedules
• Manage Resource Allocation
• Creating and Managing Sites
• Managing Business Closures

Skills

• Explain the scheduling administration, setup process, and administrative activities in detail.

Module 13: Exam MB2-632

• The ics covered in this exam are:
• Microsoft Dynamics CRM Concepts (34%)
• Sales (18%)
• Marketing (16%)
• Service Management (18%)
• Service Scheduling (14%).

Module 14: 8912: Creating Your Organisational Structure

• Business Units
• Managing Business Units

Skills

• Set up your organisational structure by maintaining business units within an organisation.

Module 15: 8912: Configuring Security

• Microsoft Dynamics CRM Security Features
• Privileges and Access Levels
• Security Roles and Business Units
• Creating and Copying Security Roles
• Planning Security Considerations

Skills

• Review the Microsoft Dynamics CRM security model, the components that make up the model, and how to manage them.

Module 16: 8912: Configuring Users and Teams

• User Management Overview
• Adding and Maintaining User Accounts
• Team Management

Skills

• Explain how to define the users who access Microsoft Dynamics CRM and the teams that share Microsoft Dynamics CRM data.

Module 17: 8912: Configuring Organisational Settings

• System Settings
• Auto Numbering
• Multilingual User Interface
• Multicurrency

Skills

• Examine the variety of configuration settings that enable Microsoft Dynamics CRM to be tailored to satisfy business requirements.

Module 18: 8912: Customising Microsoft Dynamics CRM Overview

• Customisation Methodology
• Upgrading Customisations
• Publishing & Reusing Customisations

Skills

• Explain how Microsoft Dynamics CRM can be customised to adapt to business models.

Module 19: 8912: Customising Forms and Views

• Basic UI Customisation Capabilities
• Form Customisations
• Preview Form Customisation
• View Customisations

Skills

• Examine how to customise the Microsoft Dynamics CRM user interface using the application's customisation tools.

Module 20: 8912: Customising Entities and Attributes

• Customisation Concepts
• Customising Attributes
• Creating a Custom Entity

Skills

• Examine how Microsoft Dynamics CRM allows the creation of new entities and attributes through the application's built-in tools.

Module 21: 8912: Customising Relationships and Mapping

• Entity Relationships
• 1:N Relationship Behaviour
• Creating Entity Relationships
• Entity Mapping

Skills

• Identify the different types of supported relationships in Microsoft Dynamics CRM.

Module 22: 8912: Renaming Entities and Translating Customisations

• Renaming a Customisable Entity
• Translate Customised Labels

Skills

• Explain how to rename a customisable entity and, in a multilingual deployment, translate customised labels into the required languages.

Module 23: 8912: Maintaining Organisations Through Deployment Manager

• Creating Multiple Organisations
• Deployment Manager -Administrators
• Deployment Manager - Organisations
• Deployment Manager - Servers
• Deployment Manager - License

Skills

• Examine the available tools in Microsoft Dynamics CRM's Deployment Manager utility.

Module 24: 8912: Introduction to Advanced Customisations

• Introduction to Workflow
• Introduction to Application Event Programming
• Using Form Events and Field Events
• Introduction to IFrames
• Introduction to URL Addressable Forms
• Introduction to Creating Custom Menus, Navigation Items and Buttons
• Introduction to ISV.Config Integration Points
• Introduction to SiteMap
• SiteMap Structure
• Introduction to SDK Capabilities

Skills

• Understand the variety of advanced customisation features available with Microsoft Dynamics CRM.

Module 25: Exam MB2-631

• The ics covered in this exam are:
• Configuring Your Deployment (28%)
• Customizing Forms and Views (12%)
• Customizing Entities and Attributes (32%)
• Customizing Relationships and Mappings (20%)
• Maintaining Organizations (8%).

Module 26: 8911: Microsoft Dynamics CRM Components

• Microsoft Dynamics CRM Components
• Microsoft Dynamics CRM Server
• Microsoft Dynamics CRM for Microsoft Office Outlook
• Microsoft Dynamics CRM E-mail Router
• Microsoft SQL Server
• Active Directory
• Internet Information Services

Skills

• Identify the primary components leveraged by Microsoft Dynamics CRM 4.0.

Module 27: 8911: Planning the Microsoft Dynamics CRM 4.0 Installation

• Planning the Microsoft Dynamics CRM Deployment.
• Hardware Requirements.
• Software Requirements.
• Active Directory and Microsoft Dynamics CRM 4.0.
• Microsoft SQL Server 2005 and Microsoft Dynamics CRM 4.0.
• IIS and Microsoft Dynamics CRM 4.0.
• Microsoft Dynamics CRM 4.0 Licensing Model.
• Microsoft Dynamics CRM Editions.
• Privileges for the Installation User

Skills

• Understand 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 28: 8911: Microsoft Dynamics CRM Server Installation

• Microsoft Dynamics CRM Server Architecture.
• Key Features of Microsoft Dynamics CRM Server.
• Install Microsoft Dynamics CRM Server 4.0 Setup.
• Microsoft Dynamics CRM Server Pre-Installation Checklist.
• Installing Microsoft Dynamics CRM 4.0 Enterprise.
• Components Installed During Server Setup.
• Installing the Microsoft Dynamics CRM Data Connector for Microsoft SQL Server Reporting Services.
• Post-Installation Tasks.
• Deploying Microsoft Dynamics CRM for Internet Access.
• Installing Microsoft Dynamics CRM 4.0 using Command Line.
• Installing the Sample Database.

Skills

• Understand the hardware and software requirements that must be in place on the server prior to installing Microsoft Dynamics CRM 4.0, as well as appropriate licensing plans.

Module 29: 8911: Microsoft Dynamics CRM E-Mail Router

• Understanding the E-mail Router
• Installing the E-mail Router and Rule Deployment Wizard
• Configuring the E-mail Router

Skills

• Understand 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 30: 8911: Microsoft Dynamics CRM for Microsoft Office Outlook

• Microsoft Dynamics CRM 4.0 for Microsoft Office Outlook Overview
• Installing Microsoft Dynamics CRM for Office Outlook
• Using Microsoft Dynamics CRM for Outlook with Offline Access

Skills

• Examines the primary components of Microsoft Dynamics CRM for Microsoft Office Outlook, review the two types of access that are available with 4.0, and examine the steps to successfully install Microsoft Dynamics CRM Office Outlook.

Module 31: 8911: Redeploying Microsoft Dynamics CRM 4.0

• Reasons for Redeploying Microsoft Dynamics CRM.
• Planning the Redeployment.
• The Redeployment Process.

Skills

• Understand how to redeploy Microsoft Dynamics CRM 4.0.

Module 32: 8911: Upgrading to Microsoft Dynamics CRM 4.0

• Overview of the Upgrade Process

Skills

• Examine how to upgrade a Microsoft Dynamics CRM 3.0 deployment to Microsoft Dynamics CRM 4.0.

Module 33: 8911: Uninstalling and Repairing Microsoft Dynamics CRM 4.0

• Repair Microsoft Dynamics CRM Server.
• Repair Microsoft Dynamics CRM for Outlook.
• Repair and the Microsoft Dynamics CRM E-mail Router.
• Uninstall Microsoft Dynamics CRM 4.0 Server.
• Uninstall the Microsoft Dynamics CRM E-mail Router.
• Uninstall Connector for Microsoft SQL Reporting Services.
• Uninstall Microsoft Dynamics CRM for Office Outlook.

Skills

• Explain how to repair and uninstall Microsoft Dynamics CRM 4.0.

Module 34: Exam MB2-633

• The ics covered in this exam are:
• Planning a Microsoft Dynamics CRM Implementation (18%)
• Microsoft Dynamics CRM Installation (24%)
• Microsoft Dynamics CRM E-mail Router (12%)
• Microsoft Dynamics CRM for Microsoft Office Outlook (20%)
• Redeployment and Upgrading (16%)
• Uninstalling and Repairing (10%).

The training course outline shown above is a standardised version representing all the dates shown and may vary from the course you attend. You will be sent the actual course outline when you enquire about a specific date.