Microsoft Dynamics CRM Course page 


Microsoft Dynamics CRM 2011 Administrator Boot Camp (Course 802860)

Course Description

In an accelerated learning environment, this boot camp incorporates selected modules from the following Microsoft Dynamics CRM 2011 courses:

  • Marketing Automation in Microsoft Dynamics CRM 2011 (80290)
  • Sales Management in Microsoft Dynamics CRM 2011 (80291)
  • Service Management in Microsoft Dynamics CRM 2011 (80292)
  • Service Scheduling in Microsoft Dynamics CRM 2011 (80293)
  • Microsoft Dynamics CRM 2011 Customization and Configuration (80294)

Who Should Attend

New partners and customers of Microsoft Dynamics CRM that want to learn about the available features in the Microsoft Dynamics CRM product, including marketing, sales, service management, service scheduling along with a basic understanding of database principles to help prepare you for exams MB2-866 Microsoft Dynamics CRM 2011 Customization and Configuration and MB2-868 Microsoft Dynamics CRM 2011 Applications


This course will prepare you for the following exams:

  • Microsoft Dynamics CRM 2011 Customization and Configuration (MB2-866)
  • Microsoft Dynamics CRM 2011 Applications (MB2-868)

This boot camp includes one free exam voucher required for certification.

Course Outline

Day 1: Marketing Automation in Microsoft Dynamics CRM 2011

1. Introduction

  • Benefits of Closed Loop Marketing
  • Creating and Using Marketing Lists
  • Marketing Campaigns and Quick Campaigns
  • Quick Campaigns
  • Introduction to Marketing Campaigns
  • Creating a Marketing Campaign
  • Creating and Using Campaign Templates
  • Importing Leads

2. Implementing and Managing Marketing Campaigns

  • Campaigns, Campaign Activities, and Marketing Lists
  • Creating and Using E-Mail Templates
  • Sales Literature, Products, and Price Lists
  • Distributing Campaign Activities
  • Capturing and Viewing Campaign Responses
  • Working with Campaign Responses

3. Analysis, Reporting, and Goals

  • Analyzing Marketing Information with Lists, Views, and Charts
  • Working with Reports
  • Creating and Managing Marketing Goals
  • Creating Charts
  • Customizing and Working with Dashboards

Day 2: Sales Management in Microsoft Dynamics CRM 2011

1. Introduction

  • Sales Process in Microsoft Dynamics CRM
  • Core Records in the Sales Process
  • Tracking Competitors and Managing Sales Literature
  • Working with Leads
  • Working with Opportunities
  • Sales Processes, Workflows and Dialogs

2. Working with the Product Catalog

  • Product Catalog and the Sales Process
  • Unit Groups
  • Adding and Maintaining Products
  • Creating, Maintaining, and Using Price Lists

3. Sales Order Processing

  • Microsoft Dynamics CRM Sales Order Process
  • Opportunities, Quotes, and the Sales Process
  • Working with Orders
  • Working with Invoices
  • Analysis, Reporting and Goals
  • Analyzing Sales Information with Lists, Views, and Charts
  • Working with Reports
  • Exporting Sales Information to Microsoft Office Excel
  • Creating and Managing Sales Goals
  • Creating Charts
  • Dashboards

Day 3: Service Management in Microsoft Dynamics CRM 2011

1. Introduction

  • Service Management
  • Cases and the Service Management Process
  • Queues and Contracts in Service Management
  • Working with Cases in the Case Grid

2. Working with Cases and Contracts

  • Creating Case Records
  • Working with Cases
  • Contracts and Contract Templates
  • Creating and Working with Contracts
  • Using Contracts with Cases

3. Using the Knowledge Base

  • Article Templates
  • Creating, Approving, and Publishing Articles
  • Using and Searching the Knowledge Base
  • Cases and Knowledge Base Articles

4. Working with Teams and Queues

  • Teams
  • Queues
  • Creating and Managing Queues
  • Working with Queues and Queue Items
  • Using Workflows with Queues
  • Analysis, Reporting, and Goals
  • Service Management Reports
  • Service Management Charts and Dashboards
  • Goal Management for Service

Day 4: Service Scheduling in Microsoft Dynamics CRM 2011

1. Introduction

  • Service Scheduling
  • Service Scheduling Scenarios
  • Service Scheduling Process
  • Working with Service Activities and the Service Calendar
  • Closing, Canceling, or Rescheduling a Service Activity
  • Using Charts and Reports to Analyze Service Activities

2. Advanced Topics

  • Service Activity Scheduling Engine
  • Resources, Services, and Selection Rules
  • Incorporating Customer Preferences
  • Resource and Service Capacity Requirements
  • Sites and Same-Site Requirements

Day 5: Microsoft Dynamics CRM 2011 Customization and Configuration

1. Business Units and Security Roles

  • Business Units
  • Managing Business Units
  • Security Features

2. Configuring Users and Teams

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

3. Customizing Microsoft Dynamics CRM

  • Customization Methodology
  • Who can Customize Microsoft Dynamics CRM?
  • Types of Customizations
  • Types of Customizations – Solutions

4. Customizing Fields

  • Customization Concepts
  • Field Data Types
  • Field Properties
  • Creating Fields
  • Creating Option Sets

5. Customizing Entities

  • Entity Concepts
  • Modifying Custom Entities

6. Customizing Relationships and Mappings

  • Types of Entity Relationships
  • Creating Entity Relationships
  • Entity Mapping

7. Customizing Forms, Views, and Charts

  • Basic UI Customization Capabilities
  • View Customization
  • Charts
  • Form Customization
  • Other Form Objects
  • Creating New Forms

8. Configuring Field Security

  • Field Security Scope
  • Field Security and Other Security Methods

9. Configuring Auditing

  • Enabling Auditing
  • Viewing Audit Data
  • Managing Audit Partitions

10. Configuring Solutions

  • Solutions Review
  • Exporting and Importing Unmanaged Solutions
  • Exporting and Importing Managed Solutions


Lab 1: Quick Campaigns
Lab 2: Create a Marketing Campaign
Lab 3: Create a Campaign Response
Lab 4: Create a Personal Chart for Appointments
Lab 5: Goal Management
Lab 6: Qualify and Convert Leads
Lab 7: Run a Dialog Process
Lab 8: Create a Special Offer Price List
Lab 9: Use a Special Offer Price List for an Opportunity
Lab 10: Create Multiple Quotes from an Opportunity
Lab 11: Convert a Quote to an Order
Lab 12: Create a Sales Goal for Opportunities
Lab 13: Assign Cases and Default Queues
Lab 14: Resolve a Case with a Contract
Lab 15: Manage Knowledge Base Articles
Lab 16: Routing Cases to Queues
Lab 17: Goal and Goal Metrics
Lab 18: Create a Service Activity with a Selection Rule
Lab 19: Schedule a Service with a Same-Site Requirement
Lab 20: Maintain Business Units
Lab 21: Copy and Create Roles
Lab 22: Manage User Accounts
Lab 23: Manage Teams
Lab 24: Create a Solution
Lab 25: Create a Custom Field
Lab 26: Create and Use a Separate Option Set
Lab 27: Create Custom Entities
Lab 28: Modify Entities
Lab 29: Create a Manual N:N Relationship
Lab 30: Create a Mapping
Lab 31: View Customization
Lab 32: Create Charts
Lab 33: Forms Design
Lab 34: Create and Test a Field Security Profile
Lab 35: Modify Field Security
Lab 36: Configure Auditing
Lab 37: Unmanaged Solutions
Lab 38: Export and Import Managed Solutions

What You’ll Learn

  • Benefits of closed loop marketing
  • Create and use marketing lists
  • Quick campaigns and marketing campaigns
  • Plan marketing campaigns and create and use templates
  • Import leads
  • Associate sales literature, target products, and price lists with marketing campaigns
  • Capture and manage campaign responses
  • Create and manage sales goals for individuals and teams within your organization
  • Use personal charts, system charts, and dashboards to analyze marketing information
  • Gain a conceptual understanding of the Microsoft Dynamics CRM sales process
  • Role of the core record types used in sales management
  • Qualify or disqualify opportunities using leads
  • Use process dialogs to automate lead and opportunity management
  • Use the Product Catalog
  • Create price lists for campaigns and special offers
  • Create orders, quotes, and track order fulfillment
  • Use lists, views, and charts to obtain important sales information
  • Work with and create dashboards
  • Use some of the most common service management applications of queues and contracts
  • Work with cases in the case grid
  • Understand the steps required to create a new case
  • Create and manage contract templates
  • Create and manage contracts
  • Add contract lines to a contract
  • Associate contracts with cases
  • Create, activate, deactivate, and delete knowledge base article templates
  • Search articles from within a case record and utilize articles to resolve cases
  • Create, manage, and work with teams
  • Define steps involved in creating and managing queues
  • Work with queue items
  • Build personal and system charts and dashboards to provide insight into important service management information
  • Identify key service scheduling concepts
  • Compare service scheduling business scenarios
  • Service scheduling process flow
  • Set up work schedules for users, facilities, or equipment
  • Close, cancel, or reschedule a service activity
  • Synchronize service activity records with Microsoft Office Outlook
  • Incorporate customer preferences when scheduling service activities
  • Design and implement strategies for the creation of business units and security roles
  • Create and configure Microsoft Dynamics CRM users and teams
  • Principles of customizing the system
  • Create and configure fields for both custom and system entities
  • Create and configure custom entities, including standard and activity entities
  • Design, create, and configure relationships between entities
  • Create and configure views, charts, and forms for both system and custom entities
  • Implement field security in Microsoft Dynamics CRM
  • Configure and monitor audition on Microsoft Dynamics CRM components
  • Design, create, and configure solutions in Microsoft Dynamics CRM
  • Implement both managed and unmanaged solutions
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