Microsoft - Dynamics CRM 2011

The Microsoft Dynamics CRM 2011 Certification enables professionals to maximise the functional use of the latest version of the Dynamics CRM business solution.

With the Microsoft Dynamics CRM Certification, you can easily distinguish yourself as an expert in CRM 2011. After completing our course at Firebrand Training, you'll have more than just your certification. You'll have the academic, strategic and hands-on experience you need to successfully implement and manage the latest Dynamics CRM system.

This course covers the keys areas involved in implementing Dynamics CRM either as a Microsoft Partner or an end user. For Microsoft partners it includes the three exams required to gain the Dynamics CRM Competency. You and your staff will be able to begin working on Dynamics CRM immediately after completing this 8-day course.

This course provides you with an overview of CRM 2011 functions, including: Dashboards, the new Native Outlook Interface, Connected Experiences, Role Based Access, Teamwork Collaboration and Code in the Cloud.

The goal of our 8 day accelerated Microsoft Dynamics CRM 2011 Certification course is to provide IT professionals with the knowledge and skills necessary to install, configure and administer Microsoft Dynamics CRM 2011. This is an accelerated, fully immersed course, designed upon the job-related tasks of company environments.

You will learn the following new Microsoft Dynamics CRM 2011 features, which you'll be able to implement as soon as you leave the course:

• Dashboards
  Microsoft Dynamics CRM 2011 includes extremely impressive dashboards which can be role tailored, individually tailored and fully contextual. Microsoft Dynamics CRM 2011 takes dashboards to a new level; they could be used as a mini Business Intelligence Tool to manage any aspect of your business
• New Native Outlook Interface
  One of the key benefits of Microsoft Dynamics CRM is its 'Microsoft familiarity.' With Microsoft Dynamics CRM 2011, this has been taken even further and the latest version looks and feels more like Outlook than ever before. Microsoft Dynamics CRM 2011 has panels for reading CRM records, user customisations and flagging, categorisation and grouping of CRM records. Users can now personalise their experience further more than ever
• Connected Experiences
  Look forward to an Enhanced Workflow with Guided Processes (scripts), Visualisations, dashboards and graphical navigation
• Role Based Access
  The role-tailored client removes all the information which a user doesn't need to see from their workstation, customising the solution to their needs and requirements. Role Tailored Client functionality will improve user productivity and therefore the profitability of the company
• Teamwork and Collaboration
  Microsoft Dynamics CRM 2011 has out-of-the-box integration with SharePoint. CRM 2011 enables team ownership and working inside of CRM for the first time
• Code in the Cloud
  “The Power of Choice” - Microsoft Dynamics CRM 2011 will enable development of solutions that truly can be deployed on-premise, or on CRM Online. Combined with Windows Azure complex solutions can be implemented within the cloud.

What are the benefits of certification?

Individuals

• Overwhelmingly, individuals with Microsoft certifications have an advanced level of knowledge, expertise and skill, and command more professional credibility
• Individual students may receive college credits to utilise tuition reimbursement programs for their IT training, or to complete college coursework

Human Resources

• Employer-funded training and certification programs are a key to retaining skilled staff. Career development and advancement opportunities are shown to significantly reduce rates of employee turnover
• Certification training programs provide benchmarks for hiring and promotion decisions by accurately assessing technical skills
• Certification training programs maximise educational investments through immediate validation of skills
• For HR managers, certification is particularly important because it allows them to more easily identify the skills that an individual possesses. When a company has employees that possess certain skills, it can garner a competitive advantage when seeking to attract customers. Certification can also contribute to increased productivity

Microsoft certification affords special membership benefits:

• Technical information, product information and exclusive discounts on products and services through a secured section of the Microsoft website
• Microsoft logos and certificate for your personal promotion to clients or potential employers
• Invitations to Microsoft conferences and other educational opportunities
• Access to the secure Microsoft Certified Professional Magazine Online website

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 responsesManaging 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

Configuring Auditing

• 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

We’ll prepare you for, and test you in, the following exams:

• Exam MB2-867: Microsoft Dynamics CRM 2011 Installation and Deployment
• Exam MB2-868: Microsoft Dynamics CRM 2011 Applications
• Exam MB2-866: Microsoft Dynamics CRM 2011 Customization and Configuration

Exam MB2-867: Microsoft Dynamics CRM 2011 Installation and Deployment

This certification exam measures your ability to understand and articulate how to install and deploy Microsoft Dynamics CRM 2011 including planning the installation, installing Microsoft Dynamics CRM 2011 Server, installing and deploying the Microsoft Dynamics CRM 2011 Email Router, installing and deploying the Microsoft Dynamics CRM 2011 Client for Microsoft Office Outlook, configuring Microsoft Dynamics CRM 2011, and upgrading to and redeploying Microsoft Dynamics CRM 2011.

Exam Topics Covered

• Planning the Installation
• Installing Microsoft Dynamics CRM 2011 Server
• Installing and Deploying the Microsoft Dynamics CRM 2011 Email Router
• Installing and Deploying the Microsoft Dynamics CRM 2011 Client for Outlook
• Configuring Microsoft Dynamics CRM 2011
• Upgrading to and Redeploying Microsoft Dynamics CRM 2011

Exam MB2-868: Microsoft Dynamics CRM 2011 Applications

This certification exam measures your ability to understand and articulate how to use, maintain and support Microsoft Dynamics CRM 2011 application including managing Microsoft Dynamics CRM 2011 marketing automation applications, Microsoft Dynamics CRM 2011 sales applications, Microsoft Dynamics CRM 2011 service management applications, and Microsoft Dynamics CRM 2011 services scheduling applications.

Exam Topics Covered

• Managing Microsoft Dynamics CRM Marketing Automation Applications
• Managing Microsoft Dynamics CRM Sales Applications
• Managing Microsoft Dynamics CRM Service Management Applications
• Managing Microsoft Dynamics CRM Service Scheduling Applications

Exam MB2-866: Microsoft Dynamics CRM 2011 Customization and Configuration

This certification exam measures your ability to understand and articulate how to customize and configure Microsoft Dynamics CRM 2011 including configuring a Microsoft Dynamics CRM organizational structure, managing users & teams and security, customizing attributes and entities, customizing relationships and mappings, configuring auditing, managing forms & views and charts, and implementing a Microsoft Dynamics CRM solution.

Exam Topics Covered

• Configuring a Microsoft Dynamics CRM Organizational Structure
• Managing Users & Teams and Security
• Customizing Attributes and Entities
• Customizing Relationships and Mappings
• Configuring Auditing
• Managing Forms, Views, and Charts
• Implementing a Microsoft Dynamics CRM Solution

Microsoft Official Curriculum

• MOC 80442 AC - Introduction to Microsoft Dynamics CRM 2011
• MOC 80296 AC - Microsoft Dynamics CRM 2011 Installation and Deployment
• MOC 80291 AC - Sales Management in Microsoft Dynamics CRM 2011
• MOC 80290 AC - Marketing Automation in Microsoft Dynamics CRM 2011
• MOC 80292 AC - Service Management in Microsoft Dynamics CRM 2011
• MOC 80293 AC - Service Scheduling in Microsoft Dynamics CRM 2011
• MOC 80294 BC - Microsoft Dynamics CRM 2011 Customization and Configuration

You should have a general working knowledge of:

• Microsoft Dynamics CRM 2011 usage, and of solving real-world business problems by using Microsoft Dynamics CRM 2011
• Microsoft Office
• Windows operating systems
• Windows Internet Explorer
• The Customer Relationship Management process
• Windows Server 2003
• Windows Server 2008 R2, Active Directory
• Claims-based authentication using ADFS 2.0
• IIS
• Microsoft Exchange Server
• Microsoft SQL Server database administration
• Microsoft Outlook.