Exam MB2-867: Microsoft Dynamics CRM 2011 Installation and Deployment
Planning the Installation
- Identify the supporting components of a Microsoft Dynamics CRM 2011 implementation.
This objective may include: Active Directory; ADFS 2.0; supported email systems for the Email Router; Outlook Client; Reporting Extensions; Language Packs; compatibility with SQL Server 2008 and later; compatibility with Microsoft Office SharePoint Server 2007 and later; compatibility with Windows Server 2008 and later
- Plan the implementation.
This objective may include: planning multiple-server deployment; Microsoft Dynamics CRM 2011 licensing model and license types; planning Active Directory rights; planning multiple organizations; switching between editions
- Indentify infrastructure requirements, hardware requirements, and software requirements.
This objective may include: requirements for each of the Microsoft Dynamics CRM components; requirements for supporting technologies; planning for the number and location of server roles and groups
- Plan installation user privileges.
This objective may include: user rights; creating security groups
Installing Microsoft Dynamics CRM 2011 Server
- Install services and components.
This objective may include: identifying specific accounts for Microsoft Dynamics CRM services
- Install the Microsoft Dynamics CRM 2011 server.
This objective may include: installing sample data; developing a pre-installation checklist; command line installation; troubleshooting issues that prevent successful installation; registering the installation; registering for Windows Updates; deploying a single server; deploying multiple servers
- Deploy a Microsoft Dynamics CRM website.
This objective may include: using Host Headers, when to use HTTPS
Installing and Deploying the Microsoft Dynamics CRM 2011 Email Router
- Install the Microsoft Dynamics CRM 2011 Email Router.
This objective may include: supported email systems ; supported Windows operating systems
- Configure the Microsoft Dynamics CRM 2011 Email Router.
This objective may include: creating incoming and outgoing email profiles; running the Rule Deployment Wizard against Exchange Server; tracking token and smart matching options; using forward mailbox and individual mailbox monitoring; configuring the deployment and specifying default profiles; configuring users with the appropriate messaging options
Installing and Deploying the Microsoft Dynamics CRM 2011 Client for Outlook
- Identify supported Outlook versions and supported browsers.
This objective may include: 32-bit and 64-bit Outlook clients and Internet browsers
- Install the Microsoft Dynamics CRM 2011 Client for Outlook.
This objective may include: command line installation; deployment options; installing from the Microsoft Dynamics CRM web application; identifying upgrade options; register for Windows Updates
- Configure the Microsoft Dynamics CRM 2011 Client for Outlook.
This objective may include: working on-line and off-line; configuring local data groups; configuring for multiple organizations
Configuring Microsoft Dynamics CRM 2011
- Install reporting extensions.
This objective may include: identifying when reporting extensions are required; using different accounts for the application pools in IIS; when to use the Microsoft Dynamics CRM fetch extension plug-in
- Configure Microsoft Dynamics CRM 2011 for Internet-facing deployment.
This objective may include: identifying IFD and website requirements; implementing claims-based authentication by using Secure Token Services; using AD FS 2.0 as the Secure Token Service
- Plan and configure high availability options.
This objective may include: clustering SQL Server; multiple Microsoft Dynamics CRM servers; network load balancing
Upgrading to and Redeploying Microsoft Dynamics CRM 2011
- Plan an upgrade.
This objective may include: identifying supported and unsupported components; SQL Server considerations; planning for changes in server URL; upgrading versions earlier than Microsoft Dynamics CRM 4.0; selecting the most appropriate upgrade method (in-place or migration upgrade)
- Move a Microsoft Dynamics CRM organization to new computers by using the Deployment Manager.
This objective may include: identifying the redeployment process; Active Directory considerations; creating and importing organizations; MUI packs; changing an organization’s details; deleting an organization
- Upgrade multiple servers.
This objective may include: upgrading a Microsoft Dynamics CRM 4.0 deployment; upgrading other components, such as the Email Router
Exam MB2-868: Microsoft Dynamics CRM 2011 Applications
Managing Microsoft Dynamics CRM Marketing Automation Applications
- Identify types of core records.
This objective may include: record types associated with marketing lists; core record hierarchy; relationships between record types
- Create and work with marketing lists.
This objective may include: creating static marketing lists; creating dynamic marketing lists; updating marketing lists; adding marketing lists to a campaign
- Create and work with marketing campaigns.
This objective may include: creating marketing campaigns; creating a quick campaign for a marketing list; create phone calls with a quick campaign; send emails with a quick campaign; identify limitations of a quick campaign
- Manage marketing campaigns.
This objective may include: maintain campaign information; create and maintain planning activities; create and distribute campaign activities; associate target products, sales literature, and price lists with a campaign
- Report and analyze marketing data.
This objective may include: analyze marketing information with advanced find; analyze marketing information with personal views; run a campaign performance report and a comparison report; create a personal marketing chart and a personal marketing dashboard
- Manage campaign responses.
This objective may include: create a manual campaign response; create a campaign response from activities; convert campaign responses
Managing Microsoft Dynamics CRM Sales Applications
- Manage customer and activity records.
This objective may include: identify core record types; create and maintain customer records, activity records, and lead records; convert activity records to leads; convert lead records to accounts, contacts, and opportunities; create and maintain sales literature; create and maintain competitors
- Manage opportunity records.
This objective may include: create new opportunity records, close an opportunity; work with opportunity views; work with opportunity lists; connect with other records; assign opportunity records to individuals or teams
- Configure the product catalog.
This objective may include: create unit groups; create and maintain products; create and maintain price lists; create and maintain discount lists; manage negative prices and quantities on products
- Process sales orders.
This objective may include: add opportunity products; add write-in products for opportunities; select alternate price lists; create a quote from an opportunity; activate and revise quotes; work with orders; work with invoices; convert a quote to an order to an invoice
- Manage metrics, goals, charts, and dashboards.
This objective may include: configure sales metrics; configure fiscal periods; create and assign goal records; create and recalculate parent and child goal records; work with system charts from an opportunity list; create and work with new dashboards in the workplace
- Manage personal views and reports.
This objective may include: use advanced find to analyze sales information; save and work with advanced find views; build a report; run built-in reports; export sales information to Excel; implement filtering capabilities
- Work with the Outlook client.
This objective may include: track incoming and outgoing emails; track appointments; convert emails to leads or opportunities; use template to send emails; attach literature to emails; create custom views in Outlook; create a grouped view of opportunity records; create an opportunity view with conditional formatting
Managing Microsoft Dynamics CRM Service Management Applications
- Manage service cases.
This objective may include: working with case lists and views; searching for case records; working with system charts for cases; creating a new case record; creating related records; assigning case records; connecting a case to another record; maintain the subject tree; add notes to a case record; resolve a case record; create recurring appointments
- Manage the Knowledge Base.
This objective may include: search articles from the workplace; associate an article with a case; use existing templates to create knowledge based articles; create and maintain article templates
- Manage queues and teams.
This objective may include: create and maintain queues; add cases and activities to queues; work with routing; manage queue item records ; work with queue item details; create and manage team ownership of records
- Manage contracts.
This objective may include: create and maintain contract templates; create a new contract; add contract lines to a contract; associate contract lines with products; contract line allotment details; contract line pricing; resolve cases with contracts; copy contracts; place a contract on hold; renew a contract; set a contract’s calendar
- Manage analysis and reporting.
This objective may include: working with the case summary table; working with customer service system dashboards; creating a personal dashboard; identifying service metrics and goals; create a monthly goal for case records; add a progress chart to a service dashboard
Managing Microsoft Dynamics CRM Service Scheduling Applications
- Identify service scheduling concepts and basic record types.
This topic may include: service scheduling scenarios; services and resource selection rules; users and facilities/equipment
- Set up service scheduling.
This topic may include: set up work hours for users and for a new record; create a new facility/equipment record; create a new service record; add a selection rule for required users and for required resources; configure account and contact service preferences; create a site; associate resources with a site; create resource groups; create a service with a same-site selection rule
- Schedule service activities.
This objective may include: create a new service activity; select resources by using the scheduling engine; select specific resources; schedule a service activity with same site rules; reschedule service activities; change status of service activities; display and resolve scheduling conflicts
- Report and analyze service activities.
This objective may include: working with the service calendar; working with the service activity volume report; creating personal views of service activities; creating custom reports for service activities; send a direct email from a service activity; convert a service activity to an opportunity; convert a service activity to a case
Exam MB2-866: Microsoft Dynamics CRM 2011 Customization and Configuration
Configuring a Microsoft Dynamics CRM Organizational Structure
- Manage business units.
This objective may include: creating and maintaining business units; disabling and deleting business units; transferring records
- Identify and apply Microsoft Dynamics CRM architecture concepts.
This objective may include: how to customize Microsoft Dynamics CRM; where to customize Microsoft Dynamics CRM
- Configure system settings.
This objective may include: applying system settings to Microsoft Dynamics CRM environment
- Manage solutions and properties.
This objective may include: creating a new solution; identifying the components of solutions; applying managed and unmanaged solutions; configuring the properties of managed solution components
Managing Users & Teams and Security
- Apply entity-based and task-based privileges.
This objective may include: differentiating between the two types of privileges
- Apply the five types of access levels within the security roles.
This objective may include: differentiating between the five types of access levels
- Create and configure new security roles.
This objective may include: copying privileges and access levels from existing security roles; applying security roles to specific business units; assigning security roles to teams
- Manage customization permissions.
This objective may include: identifying the security rights necessary to customize Microsoft Dynamics CRM
- Manage field security profiles.
This objective may include: creating security profiles; managing field permissions
- Create and maintain user accounts in Microsoft Dynamics CRM.
This objective may include: adding single users; adding multiple users; identifying characteristics associated with each user licensing option; adding users to roles
- Create and maintain teams of users.
This objective may include: creating teams; adding users to teams
Customizing Attributes and Entities
- Manage options sets.
This objective may include: creating options sets; configuring options sets; deleting options sets
- Create and manage custom attributes.
This objective may include: selecting an attribute type; including types and dependencies; editing custom attributes; deleting custom attributes; setting attribute security
- Create, configure, and delete custom entities.
This objective may include: creating one-time only settings; identifying entities that cannot be disabled; modifying a custom entity; saving a custom entity; configuring security settings to control access to custom entities
- Configure the properties of attributes and entities in a managed solution.
This objective may include: modifying the display name; creating new forms; creating new charts; creating new views
- Manage different types of customizations.
This objective may include: differentiating between types of customizations; publishing customizations; re-using customizations
Customizing Relationships and Mappings
- Differentiate between supported and unsupported entity relationships.
This objective may include: identifying relationships that can link system and custom entities
- Configure 1:N and N:N relationship behavior.
This objective may include: creating a manual N:N relationship; creating a native N:N relationship; implementing cascading rules
- Create and apply maps.
This objective may include: adding a mapping to a relationship; using Connections to implement relationships; managing connections and relationships
- Configure auditing.
This objective may include: identifying actions that are audited; turning on auditing; setting auditing at the field level; selecting entities to be audited; implementing partitions
- Audit data and permissions.
This objective may include: granting permission to configure auditing
- Manage the audit log.
This objective may include: examining the log; testing a customized form
Managing Forms, Views, and Charts
- Customize forms.
This objective may include: editing tabs; editing sections; editing fields; editing the navigation area; editing the header and footer; adding a sub-grid; adding a web resource
- Create a new form.
This objective may include: creating a main form; creating a mobile form; creating a preview form; assigning roles to forms; ordering forms; parent/child forms
- Create a customized view.
This objective may include: organizing data in a view; adding and maintaining fields in a view; selecting a default view
- Create and manage charts.
This objective may include: adding charts to entities; selecting a chart type; applying advanced options; charting capabilities; importing and exporting charts
Implementing a Microsoft Dynamics CRM Solution
- Implement, import, and export solutions.
This objective may include: managed solutions; unmanaged solutions; importing errors; importing logs; importing and exporting appropriate system settings
- Update a managed solution.
This objective may include: configuring and implementing managed properties in solutions