Microsoft Dynamics CRM 2011 Customization & Configuration (MB2-866) Certification Guide ppt

Microsoft Dynamics CRM 2011

Customization & Configuration

(MB2-866) Certification Guide

A practical guide to customizing and configuring

Microsoft Dynamics CRM 2011 focused on helping

you pass the certification exam

Neil Benson

BIRMINGHAM - MUMBAI

Microsoft Dynamics CRM 2011 Customization &

Configuration (MB2-866) Certification Guide

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First published: November 2012

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Cover Image by Artie Ng ([email protected])

Credits

Author

Neil Benson

Reviewers

Michael Ferreira

Joel Lindstrom

Tanguy Touzard

Jerry Weinstock

Acquisition Editor

Kerry George

Lead Technical Editor

Dayan Hyames

Technical Editor

Prasad Dalvi

Project Coordinator

Joel Goveya

Proofreader

Mario Cecere

Indexer

Tejal Soni

Graphics

Valentina Dsilva

Aditi Gajjar

Production Coordinators

Manu Joseph

Conidon Miranda

Cover Work

Manu Joseph

About the Author

Neil Benson started his CRM career as a sales professional dissatisfied with

his organization's CRM system 15 years ago. Since then he has been selling,

implementing, and customizing CRM systems with an emphasis on user adoption

to maximize return-on-investment. In 2006, he founded Increase CRM, the UK's

leading provider of hosted Microsoft Dynamics CRM and he currently works for

Slalom Consulting in Los Angeles, California, as a CRM architect. He is a Microsoft

Certified Technical Specialist for Microsoft Dynamics CRM and has been a Microsoft

Most Valuable Professional for CRM since 2010. He is also a speaker at numerous

CRM user groups and Microsoft conferences.

About the Reviewers

Michael Ferreira is a diverse hands-on leader, entrepreneur, and executive

consultant with 20 years of widely diverse business and technology leadership

experience. He has crafted client/vendor/partner relationships, advisory services,

managed large project portfolios, directed product development, implemented

transformation change and pioneered new service delivery techniques.

Since 2003 (Microsoft Dynamics CRM 1.0 beta), Michael has been working with a

diverse range of customers and partner organizations (start-up to enterprise, across

industries). He has proposed, led, architected, and deployed over 100 plus Microsoft

CRM-based technology solutions ranging from out-of-the-box configurations to

product upgrades to very complex integrated multi-channel service delivery

platforms (CRM, ERP, Portal, Mobile, Social, BI/DW with integration).

Beyond implementation, Michael has played a key role in building the Microsoft

CRM partner and consultant community having helped launch seven organizational

practices/delivery teams as well as in building and selling his own uniquely

positioned Microsoft-based technology solutions provider offering professional

and managed services, vertical software/platform as a service product, and

hardware and software sales.

I'd like to thank Neil and Packt Publishing for letting me participate

and my wife for her support throughout the process.

Joel Lindstrom is a CRM consultant based in Greenville, SC. He has been

awarded the Microsoft MVP award for the past five years. Prior to working as a

CRM consultant, Joel has spent a decade in sales, using a variety of CRM platforms.

This experience gave him an appreciation for how the design and configuration

choices made in CRM implementation can impact user adoption of the system,

either positively or negatively. Joel has helped many clients with CRM installation,

deployment, configuration, reporting, and business intelligence, and he is a Scribe

MVP. Joel is editor and frequent contributor to the Customer Effective blog, the CRM

forums, and he has contributed to several CRM books.

Joel works for Customer Effective in Greenville, SC.

I would like to thank Customer Effective for helping me to grow and

be successful, and my wife Stephanie—she inspires me.

Tanguy Touzard is a technical and functional consultant on the Dynamics

CRM solution.

He has been working on this solution since 2004, when he became an intern at

Microsoft France.

Since then, Tanguy has covered all the technical and functional aspects of the

solution—Customizations, Developments, Reporting, Functional, and Consulting.

He currently works for JAVISTA, a French IT company dedicated to Dynamics

CRM projects.

Jerry Weinstock has been a long time enthusiast of using technology to enhance

sales and marketing practices. Since 1999, he has been providing consulting services

in the area of Customer Relationship Management Software, permission-based

e-mail marketing, and business process implementation.

In 2010, Microsoft recognized him for his exceptional contributions to the Dynamics

CRM technical and business communities when he was awarded the Microsoft Most

Valuable Professional status. As a CRM MVP for the last two years, he is a frequent

contributor to the CRM Community Support Forums.

Jerry is one of the co-authors of The CRM Field Guide – How to CRM like an MVP with

Dynamics CRM. He also has been a technical reviewer for several other CRM books.

Most recent is Building Business with CRM.

Jerry is the founder and president of CRM Innovation, Lenexa, Kansas, a Dynamics

CRM partner and ISV that provides consulting and implementation services along

with building solutions that enhance the sales and marketing automation functionality

of Dynamics CRM.

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Dedicated to my wife, Natascha, and to our son, Xander Jenson, who was born

while this book was being edited and who taught me to type with one hand.

Table of Contents

Preface 1

Chapter 1: Overview of Microsoft Dynamics CRM 2011 7

Architecture of Microsoft Dynamics CRM 2011 7

Multi-tier architecture 8

Presentation tier 9

Application tier 9

Data tier 10

Supported and unsupported customization 10

Supported customizations 11

Unsupported customizations 11

Deployment options 12

On-premise deployment 12

Partner-hosted deployment 12

Online deployment 12

Deployment differences 13

Using an implementation methodology 13

Microsoft Dynamics Sure Step 14

Customization security roles 14

Summary 15

Chapter 2: Configuring the System Settings 17

Configuring the system settings 17

How to configure the system settings 18

General 18

Calendar 20

Formats 20

Auditing 20

E-mail 21

Marketing 22

Customization 24

Table of Contents

[ ii ]

Outlook 24

Reporting 26

Goals 27

Understanding CRM for Outlook settings 27

CRM for Outlook settings 28

CRM System Settings 28

CRM for Outlook Personal Options 29

Exportable settings 30

System settings exported in a solution 31

System settings not exported in a solution 31

Additional settings exported in a solution 31

Auto-numbering 31

Relationship Roles 32

ISV Config 33

Summary 33

Test your knowledge 33

Chapter 3: Configuring the Organization Structure 35

The organization structure 35

Planning the organization structure 36

Business units 36

The root business unit 36

Managing the business units 37

How to create a new business unit 37

How to rename a business unit 38

How to change a business unit's parent business unit 38

How to disable and enable a business unit 39

How to delete a business unit 40

Users 41

Introduction to user management 41

Importance of managing users 41

Authentication 42

Licensing 42

Creating and managing users 43

How to create a user 43

How to create multiple users 45

How to disable a user 47

How to enable a user 48

How to reassign a user's records to another user 48

How to assign a security role to a user 49

How to assign a user to a team 50

Teams 50

Introduction to teams 50

Default business unit teams 51