8912 Customization and Configuration in Microsoft Dynamics CRM 4.0


Course Description

This three-day instructor-led course provides students with the tools to configure and customize Microsoft Dynamics CRM 4.0. Configuration topics include setting up business management functions such as:

  • Business units
  • Users
  • Teams
  • Security privileges and roles
  • System Settings
  • Multilingual User Interface Language Packs
  • Currency Exchange Rates
  • Multiple Organizations

The course also focuses on using the Microsoft Dynamics CRM 4.0 Customization tools to customize the following system components:

  • Forms
  • Views
  • Entities
  • Attributes
  • Relationships
  • Entity Mappings

The following customization topics are outside the scope of this course, but are introduced here to provide students with insight into potential advanced customization features:

  • Application Event Programming
  • Client Extensions
  • Workflow
  • SiteMap
  • URL Addressable Forms
  • IFrames
  • SDK

Audience Profile

This course is intended for Microsoft Dynamics CRM Implementation Consultants and System Administrators and Customizers who will configure the application’s organizational settings and customize the application using its built-in customization tools. The course is not intended for developers who customize the application using Web development, JavaScript (JScript), DHTML, and the Microsoft Dynamics CRM SDK.

Prerequisite(s) Recommended

Participants in this course must have a working knowledge of how to use Microsoft Dynamics CRM 4.0. It is recommended, but not required, that students have completed Microsoft Dynamics CRM 4.0 Applications training. Because this course focuses on customizing database entities, attributes, relationships, and mappings, it is recommended that students have a basic understanding of Microsoft SQL Server and relational database functionality.

Learning Objectives

At Course Completion,

  • Configure a company’s organizational structure within Microsoft Dynamics CRM
  • Add user accounts
  • Create and maintain security roles
  • Create teams of users
  • Create and configure multiple organizations within one implementation
  • Configure system settings, currency exchange rates, and multilingual user interface language packs
  • Import and export customizations
  • Customize forms and views
  • Customize database entities and attributes
  • Customize entity relationships and mappings
  • Identify areas where advanced customization functionality can be implemented

Course Outline

Course Outline

Module 1: Configuring Business Units

This module explains how to set up organizational structures by maintaining business units within an organization.


  • Business Units Overview
  • Maintaining Business Units

Lab 1.1: Maintaining Business Units

  • Add Business Units
  • Reorganize Business Units
  • Delete Business Units

Module 2: Configuring Security

This module reviews the Microsoft Dynamics CRM security model, including security roles, privileges, and access levels. This module examines how to maintain permissions within security roles, and how security permissions are inherited across business units.


  • Microsoft Dynamics CRM Security Features
  • Privileges
  • Access Levels
  • Security Roles
  • Security Roles and Business Units
  • Creating and Copying Security Roles
  • Planning Considerations when Configuring Security

Lab 2.1: Copying and Creating Roles

  • Creating a Custom Security Role
  • Assigning a Role

Module 3: Configuring Users and Teams

This module explains how to define the users who access Microsoft Dynamics CRM and the teams that share Microsoft Dynamics CRM data.


  • User Management Overview
  • Adding and Maintaining User Accounts
  • Team Management

Lab 3.1: Managing User Accounts

  • Adding a Single User
  • Adding Multiple Users
  • Changing a Manager
  • Disabling a User Account

Lab 3.2: Managing Teams

  • Create Teams
  • Add Users to a Team
  • Share Data with a Team

Module 4: Configuring Organizational Settings

This module reviews a variety of configuration settings that enable each organization to tailor Microsoft Dynamics CRM to satisfy its business requirements. These settings control the appearance and functionality of the application; they are defined at the organization level and apply to all business units in a given implementation.


  • System Settings
  • Auto Numbering
  • Fiscal Year Settings
  • Multilingual User Interface (MUI)
  • Multi-Currency

Lab 4.1: Maintaining System Settings

  • Configuring System Settings
  • Configuring Auto Numbering

Lab 4.2: Installing MUI Language Packs

  • Installing French and Spanish MUI Language Packs
  • Enabling MUI Language Packs
  • Selecting a language for the Web application
  • Installing a Language Pack on the Microsoft Dynamics CRM for Microsoft Office Outlook
  • Selecting a language for the Microsoft Dynamics CRM for Office Outlook

Lab 4.3: Importing Currency Exchange Rates

  • Import a Currency Exchange Rate file
  • Manually Add a Currency and Exchange Rate
  • Test Default Account Currency
  • Test Base Currency
  • Change the User’s Default Currency
  • Test the User’s Default Currency

Module 5: Customizing Microsoft Dynamics CRM Overview

This module introduces all of the application features that can be customized in Microsoft Dynamics CRM and the different ways in which customizations can be applied. This is an introductory section that lays the foundation for the hands-on training that follows.


  • Customization Methodology
  • Who Can Customize Microsoft Dynamics CRM?
  • Microsoft Dynamics CRM Architecture
  • Types of Customizations
  • Upgrading Customizations
  • Reusing Customizations
  • Publishing Customizations

Lab 5.1: Importing and Exporting Customizations

  • View the Contact form before importing customizations
  • Import Customizations
  • View the Contact form after customizations
  • Export Customizations

Module 6: Customizing Forms and Views

This module examines how to customize the Microsoft Dynamics CRM user interface using the application’s customization tools. This includes customizations to the forms used to enter and update data and the views that display lists of records.


  • Basic UI Customization Capabilities
  • Form Customization Overview
  • Form Customization – Editing Tabs
  • Form Customization – Editing Sections
  • Form Customization – Editing Fields
  • Preview Your Customizations
  • Preview Form Customization
  • View Customization Overview
  • View Customization

Lab 6.1: Form Customization

  • Create a Custom Tab
  • Update the Details and Administration Tabs
  • Update the Preview form

Lab 6.2: View Customization

  • Modify an existing view
  • Create a new view
  • Change an entity’s default view
  • Modify the Quick Find view
  • Modify the Advanced Find view
  • Save an Advanced Find query as a Personal view
  • Modify an entity’s Associated view

Module 7: Customizing Entities and Attributes

This module examines how to create new entities and attributes through Microsoft Dynamics CRM’s built-in customization tools.


  • Customization Concepts
  • Customizing Attributes
  • Creating a Custom Entity

Lab 7.1: Creating a Custom Attribute

  • Add a Custom Attribute
  • Add the Attribute to the Entity’s form
  • Add the Attribute to the Preview form
  • Create a Custom View
  • Publish and Test

Lab 7.2: Creating a Custom Entity

  • Create a Custom Entity
  • Create Custom Attributes
  • Update Entity Form
  • Update Entity View
  • Apply Custom Icons
  • Update Custom Entity Permissions

Module 8: Customizing Relationships and Mappings ments

This module identifies the different types of supported relationships in Microsoft Dynamics CRM, as well as the types of behavior that control how certain actions taken on a record affect related records. This training also examines entity mapping.


Supported Entity Relationships

  • Unsupported Entity Relationships
  • One-to-Many Relationship Behavior
  • Creating Entity Relationships
  • Entity Mapping

Lab 8.1: Create a Manual Many-to-Many Relationship

  • Create an Intersect Entity
  • Create two Many-to-One Relationships based on the intersect entity and two related entities
  • Add attributes to the intersect entity
  • Expose Attributes on the Intersect Entity form
  • Edit the Associated View
  • Save and Publish
  • Test the functionality

Lab 8.2: Create a Native Many-to-Many Relationship

  • Update Entity Attribute
  • Create a custom view
  • Create a Custom Entity
  • Create Custom Attributes
  • Create a Many-to-Many relationship
  • Create a Many-to-One relationship
  • Update an entity form
  • Update an entity Preview form

Lab 8.3: Add a Mapping

  • Update Picklist Values
  • Add a custom attribute
  • Create an Entity Mapping
  • Test the mapping

Lab 8.4: Case Study

  • Create a Department Entity
  • Add Department Attributes
  • Create Account/Department relationship
  • Create Department/Contact relationship
  • Create Contact/Department relationship
  • Modify the entities
  • Create mappings
  • Secure the new entity
  • Test the functionality

Module 9: Renaming Entities and Translating Customizations

This module examines the final two elements related to customizing entities: renaming a customizable entity, and in a multilingual deployment, translating customized labels into the required languages.


  • Renaming a Customizable Entity
  • Translate Customized Labels

Lab 9.1: Renaming a Customizable Entity

  • Back up the Case configuration
  • Rename the Case Entity
  • Change the view names
  • Change the Case form labels
  • Change the Attribute Display names
  • Change the messages
  • Publish and Export the changes
  • Change the online Help

Module 10: Maintaining Organizations through Deployment Manager

This module examines how Microsoft Dynamics CRM supports multiple organizations in one installation. This training also examines the tools that are available in Microsoft Dynamics CRM’s Deployment Manager utility.


  • Creating Multiple Organizations
  • Deployment Manager – Microsoft Administrators
  • Deployment Manager – Organizations
  • Deployment Manager – Servers
  • Deployment Manager – Licenses

Lab 10.1: Maintaining Multiple Organizations

  • Add a new organization
  • Add business units to the new organization

Module 11: Introduction to Advanced Customizations

This module introduces a variety of advanced customization features that are available with Microsoft Dynamics CRM.

These topics are intended for a developer audience, but the topics are introduced to expose the participant to available advanced customization functionality.


  • Introduction to Workflow
  • Introduction to Application Event Programming
  • Common Uses for Event Programming
  • Using Form Events
  • Using Files Events
  • Configuring Event Detail Properties
  • Introduction to IFrames
  • Introduction to URL Addressable Forms
  • Introduction to Creating Custom Menus, Buttons, and Navigati

on Items

  • Introduction to ISV.config Integration Points
  • Introduction to SiteMap
  • SiteMap structures
  • Introduction to SDK Capabilities
  • ISV solutions


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