Who Should Attend. Introduction. At Course Completion. Table of Contents

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1 Table of Contents Who Should Attend Introduction At Course Completion Course Format Prerequisites Course Outline Who Should Attend Microsoft CRM has finally come to the masses! Make sure that your company doesn t get left behind in maximizing your Sales, Marketing, and Customer Server activities This Microsoft CRM certification bootcamp is a FULL 6 days, 12 hours per day of intense training, certification test preparation, FOR THE NEW CRM 4.0 CONTENT! Taught by Robert Kszan, Owner and Lead Consultant of CRMsource. This course is designed for anyone desiring certification in Microsoft CRM. S-8500 Microsoft CRM Bootcamp (6 Days) Introduction This bootcamp covers content contained in the following Microsoft Courses in preparation for the associated exams. Course MS-8521: Microsoft CRM Sales Management Course MS-8522: Microsoft CRM Marketing Automation Course MS-8523: Microsoft CRM Service Management Course MS-8524: Microsoft CRM Service Scheduling Course MS-8911: Installation and Deployment in Microsoft Dynamics CRM 4.0 Course MS-8912: Customization and Configuration in Microsoft Dynamics CRM 4.0 Course MS-8913: Microsoft Dynamics CRM 4.0 Applications Instructor: Robert Kszan Owner and Lead Consultant of CRMsource [[PopUp FileName='/Pu/C/Robert_Kszan.htm' Text='Click here for more info about Robert.' Name='PopupWindowName' Height='500' Width='475']] S-8500 Microsoft Dynamics CRM Bootcamp (6 Days) This bootcamp is a full 6 days, 12 hours per day of intense training and certification test preparation. Class days run from 8 am to 8 pm.. At Course Completion Upon course completion students will have gained the knowledge necessary to achieve certification on Microsoft CRM. Although certification is not guaranteed all the content and course flow is geared towards individual students

2 achieving the certification. The CRM 4.0 Exams have not yet released. Students will be provided with exam vouchers to take the exams upon release. Additionally, there will be follow on web chats scheduled upon exam release to help support the testing process for students who take this course Course Format This course is 50 percent lecture, 50 percent lab. Prerequisites Before attending this course, students should have: General knowledge of Microsoft Windows An understanding of Customer Relationship Management solution processes and practices The course materials, lectures, and lab exercises are in English. To benefit fully from our instruction, students need an understanding of the English language and completion of the prerequisites. Course Outline TOPICS COVERED General Concepts Microsoft CRM Concepts Accounts and Contacts Outlook Client Sales Management Sales Management Life Cycle Lead Management Completing the Sale Sales Productivity Sales Administration

3 Marketing Automation Marketing Automation Life Cycle Planning Marketing Campaigns Campaign Creation Campaign Execution and Response Management Service Management Service Management Life Cycle Contract Management Case management Creating a Knowledge Base Managing Service Queues Service Scheduling Service Scheduling Life Cycle Scheduling Services Scheduling Administration Defining Services Planning Customizations Align customizations with Microsoft CRM design Recognize capabilities for extended development Recognize core Customization capabilities Recognize capability to transport customizations Customize Entities Transport customizations Customize forms, previews & views Work with entity attributes Modify entity mapping Renaming entities Work with Custom Entities Identify when to use custom entities Define custom entities Plan entity relationships Define entity relationships Delete custom entities and relationships Customize Reports Report Planning Managing Reports Create or Modify Reports Configure Application Integrations Configure application integrations using IFrame Create controls using isv.config Using URL addressable forms

4 Modify navigation with sitemap Recognize capabilities for server programming Application Event Programming Using form and field events Referencing Microsoft CRM values Components of a Microsoft CRM Deployment Understand Features of the Microsoft CRM Server Understand Features of the Microsoft CRM Clients Using the Microsoft CRM Laptop Client in Offline/Online modes Understand Microsoft CRM processing concepts Understand SQL Reporting Services and Filtered Views Planning a Microsoft CRM Deployment Deploy Microsoft CRM in supported Active Directory configurations Deploy Microsoft CRM in supported SQL Server configurations Understand the Microsoft CRM 3.0 Licensing Model Installing Microsoft CRM Install Microsoft CRM Server Install and manage Microsoft CRM Sample Data Install Microsoft CRM Exchange Router Install the Microsoft CRM client for Microsoft Office Outlook Configuring Microsoft CRM Create and Maintain Business Units and Sites Maintain Microsoft CRM security roles and understand Microsoft CRM security concepts Create Teams and deploy them in Microsoft CRM Configure Microsoft CRM System Settings Configure Microsoft CRM using Server Mgr and License Mgr Import and Export Customizations Maintaining Microsoft CRM Redeploy Microsoft CRM Upgrade Microsoft CRM Uninstall and Repair Microsoft CRM Workflow Define a workflow rule Define a sales process Set values using dynamic text Manage workflows and sales processes Troubleshoot problems with workflow

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