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Training Course Summary:

Overview
The Microsoft Customer Relationship Management Customization course examines the various ways in which you can customize the application to meet your business requirements.

Customization can take on many forms – from workflow, to customizing the application and database schema, to report customization, to extended customization via the Software Development Kit (SDK).

Workflow manager allows you to automate your company’s business policies by creating workflow rules that can be automatically and/or manually applied to selected objects. Workflow manager also includes the ability to create Sales Processes, which automate the activities associated with prospecting, qualifying, and closing sales opportunities. The Microsoft CRM Customization tool allows you to customize the form, views, and preview panes associated with each object.

Used in conjunction with the Schema Manager utility, you will learn how to modify the database schema, and then apply those customizations to the application. This course will also introduce you to the Software Development Kit, which is a tool used by developers for creating vertical solutions that can interface with the CRM application. And finally, from a reporting standpoint, you will be introduced to the Crystal Report Designer tool, which allows you to create new reports and modify any of the existing reports that were shipped with the application.

The Microsoft CRM Customization course is designed for partners and customers who will be customizing the application. This typically includes implementers, consultants, developers, systems administrators, project leaders, etc.

Delegates will learn how to:
Understand Microsoft CRM’s architecture and how it facilitates customization via the SDK
Appreciate workflow rules that can automate your company’s business policies
Understand sales processes that can automate the activities required to prospect, qualify, and close sales opportunities
Understand Microsoft CRM’s Customization Tool that allows you to modify forms, views, and preview panes
Understand Microsoft CRM’s Schema Manager tool that allows you to customize the database schema by adding custom fields to each object as well as creating custom database mappings
Publish your customizations to your production environment
Use Microsoft CRM’s Software Development Kit (SDK) that allows you to create external customizations that leverage the platform layer’s API’s
Use Crystal Designer reporting tool that allows you to create new reports and modify existing reports.


Prerequisites:
- Crystal low
- .NET low and only recommended versus required
- API low and only recommended versus required
- Attendance of Application class


Course outline
Microsoft CRM Architecture
Workflow Manager
Sales Processes
Workflow Monitor
Microsoft CRM Customization Tool
Publishing customizations
Schema Manager
Software Development Kit (SDK)
Report customization via Crystal Designer