Table of Contents

Introduction 0-1
E-Learning .......................................................................................................... 0-1
Instructor-Led Training ....................................................................................... 0-1
Training Materials ............................................................................................... 0-2
Certifications ....................................................................................................... 0-2
Certification Exam Preparation Guides .............................................................. 0-3
Learning Plans ................................................................................................... 0-3
Elements of Training Materials for Microsoft Dynamics ..................................... 0-4
About This Training Material............................................................................... 0-6
Student Objectives ............................................................................................. 0-8
Chapter 1: Configuring the Organizational Structure 1-1
Objectives ........................................................................................................... 1-1
Introduction ......................................................................................................... 1-1
Business Units .................................................................................................... 1-2
All Other Business Units ..................................................................................... 1-4
Maintaining Business Units ................................................................................ 1-6
Lab 1.1 - Maintaining Business Units ............................................................... 1-11
Best Practices .................................................................................................. 1-14
Summary .......................................................................................................... 1-14
Test Your Knowledge ....................................................................................... 1-15
Quick Interaction: Lessons Learned ................................................................. 1-17
Solutions ........................................................................................................... 1-18
Chapter 2: Configuring Security 2-1
Objectives ........................................................................................................... 2-1
Introduction ......................................................................................................... 2-1
Microsoft Dynamics CRM Security Features ...................................................... 2-2
Privileges ............................................................................................................ 2-4
Access Levels .................................................................................................... 2-7
Security Roles .................................................................................................. 2-14
Roles and Business Units ................................................................................ 2-18
Creating and Copying New Roles .................................................................... 2-23
Lab 2.1 - Copying and Creating Roles ............................................................. 2-32
Best Practices .................................................................................................. 2-37
Summary .......................................................................................................... 2-38
Test Your Knowledge ....................................................................................... 2-39
Quick Interaction: Lessons Learned ................................................................. 2-42
Solutions ........................................................................................................... 2-43
Chapter 3: Configuring Users and Teams 3-1
Objectives ........................................................................................................... 3-1
Introduction ......................................................................................................... 3-1
User Management Overview .............................................................................. 3-2
Adding and Maintaining User Accounts ............................................................. 3-6
Lab 3.1 - Managing User Accounts .................................................................. 3-13
Team Management .......................................................................................... 3-19
Lab 3.2 - Managing Teams............................................................................... 3-22
Best Practices .................................................................................................. 3-27

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Administration in Microsoft Dynamics® CRM 4.0

Summary .......................................................................................................... 3-27

Test Your Knowledge ....................................................................................... 3-28
Quick Interaction: Lessons Learned ................................................................. 3-30
Solutions ........................................................................................................... 3-31
Chapter 4: Configuring Organizational Settings 4-1
Objectives ........................................................................................................... 4-1
Introduction ......................................................................................................... 4-1
System Settings ................................................................................................. 4-2
Auto Numbering ............................................................................................... 4-15
Multicurrency .................................................................................................... 4-17
Fiscal Year Settings ......................................................................................... 4-27
Multilingual User Interface ................................................................................ 4-28
Duplicate Detection .......................................................................................... 4-33
Data Maps ........................................................................................................ 4-39
Lab 4.1 - Importing Currency Exchange Rates ................................................ 4-41
Lab 4.2 - Create Duplicate Detection Rules ..................................................... 4-51
Lab 4.3 - Create a Data Map ............................................................................ 4-54
Summary .......................................................................................................... 4-57
Test Your Knowledge ....................................................................................... 4-58
Quick Interaction: Lessons Learned ................................................................. 4-61
Solutions ........................................................................................................... 4-62
Chapter 5: Change Management 5-1
Objectives ........................................................................................................... 5-1
Introduction ......................................................................................................... 5-1
Change Management Overview ......................................................................... 5-2
Planning Changes .............................................................................................. 5-3
Executing Changes .......................................................................................... 5-10
Testing Changes .............................................................................................. 5-11
Summary .......................................................................................................... 5-12
Quick Interaction: Lessons Learned ................................................................. 5-13
Chapter 6: Report Customization 6-1
Objectives ........................................................................................................... 6-1
Introduction ......................................................................................................... 6-1
Reporting and Microsoft Dynamics CRM ........................................................... 6-2
Microsoft Dynamics CRM Reporting Features ................................................... 6-4
Creating Basic Reports ...................................................................................... 6-7
Upload Reports ................................................................................................ 6-13
Display and Categorization Options ................................................................. 6-13
Managing Access to Reports ........................................................................... 6-15
Lab 6.1 - Create Excel Reports ........................................................................ 6-18
Lab 6.2 - Using the Report Wizard ................................................................... 6-21
Summary .......................................................................................................... 6-24
Test Your Knowledge ....................................................................................... 6-25
Quick Interaction: Lessons Learned ................................................................. 6-27
Solutions ........................................................................................................... 6-28

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 Table of Contents

Chapter 7: Performance and Maintenance 7-1

Objectives ........................................................................................................... 7-1
Introduction ......................................................................................................... 7-1
Hardware Requirements .................................................................................... 7-2
Microsoft Dynamics CRM Client for Outlook Performance................................. 7-4
Report Performance ........................................................................................... 7-6
Optimizing Microsoft Dynamics CRM System Performance .............................. 7-7
Optimizing the CRM E-mail Router .................................................................. 7-15
Microsoft Dynamics CRM Database performance ........................................... 7-17
Best Practices .................................................................................................. 7-19
Summary .......................................................................................................... 7-19
Test Your Knowledge ....................................................................................... 7-20
Quick Interaction: Lessons Learned ................................................................. 7-21
Solutions ........................................................................................................... 7-22
Chapter 8: Advanced Find 8-1
Objectives ........................................................................................................... 8-1
Introduction ......................................................................................................... 8-1
Advanced Find Overview ................................................................................... 8-2
Working with Queries ......................................................................................... 8-2
Advanced Find Scenarios .................................................................................. 8-5
Personal Views and Exports .............................................................................. 8-7
Best Practices .................................................................................................. 8-10
Summary .......................................................................................................... 8-12
Quick Interaction: Lessons Learned ................................................................. 8-13

Microsoft Official Training Materials for Microsoft Dynamics ® iii

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Administration in Microsoft Dynamics® CRM 4.0

iv Microsoft Official Training Materials for Microsoft Dynamics ®

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