Course List



MOC 80294B - Microsoft Dynamics CRM 2011 Customization & Configuration


This course describes the techniques required to customize Microsoft Dynamics CRM to meet the specialized needs of businesses. The topics covered include Security; creation and configuration of entities; design of forms views and charts; auditing and Solutions. The course describes each topic and how each topic relates to the other topics to produce a full configured, effective solution.


Upon completion of this course, participants will:

  • Design and implement strategies for the creation of Business Units and Security Roles 
  • Create and configure Microsoft Dynamics CRM Users and Teams 
  • Describe the principles of customizing the system 
  • Create and configure fields for both custom and system entities 
  • Create and configure custom entities, including standard and activity entities 
  • Design, create and configure relationships between entities 
  • Create and configure Views, Charts and Forms for both system and custom entities 
  • Implement Field Security in Microsoft Dynamics CRM 
  • Configure and monitor audition on Microsoft Dynamics CRM components 
  • Design, create and configure Solutions in Microsoft Dynamics CRM; implementing both managed and unmanaged Solutions


Before attending this course, students must have a working knowledge of how to use Microsoft Dynamics CRM 2011. It is recommended, but not required, that individuals have completed Microsoft Dynamics CRM 2011 applications training. Because this training material focuses on customizing database entities, attributes, relationships, and mappings, it is recommended that individuals have a basic understanding of Microsoft SQL Server and relational database functionality.


Module 1: Business Units and Security Roles

This module explains how to create and configure Business Units in Microsoft Dynamics CRM. It also explains the design principles behind Security Roles, and how to create and modify new Security Roles.


  • Business Units
  • Managing Business Units
  • Security Features

Lab :

  • Maintaining Business Units

After completing this module, students will be able to:

  • Identify why an organizational hierarchy is defined in Microsoft Dynamics CRM
  • Identify the differences between the root business unit and all other business units 
  • Identify the guidelines that control maintenance of Business Units 
  • Create and maintain Business Units in Microsoft Dynamics CRM 
  • Identify the guidelines that control maintenance of business units 
  • Create and maintain business units in Microsoft Dynamics CRM 
  • Identify how privileges, access levels, and Security Roles are used by Microsoft Dynamics CRM to ensure data integrity and privacy 
  • Distinguish between entity-based privileges and task-based privileges 
  • Differentiate between the five types of access levels used within the Security Roles 
  • Identify how Microsoft Dynamics CRM uses Security Roles 
  • Identify the advantages of using the default Microsoft Dynamics CRM Security Roles 
  • Identify the properties of the system's two default administrative roles 
  • Define the relationship between roles and Business Units 
  • Create new Security Roles 
  • Create new Security Roles by copying privileges and access levels from existing Security Roles 
  • Identify best practices to follow when configuring Security Roles

Module 2: Configuring Users and Teams

This module describes how to create and configure Users and Teams in Microsoft Dynamics CRM. The module explains the interaction between Active Directory and Users and examines how to assign Security Roles to both Users and Teams.


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

Lab :

  • Managing User Accounts

Lab : Managing Teams

After completing this module, students will be able to:

  • Review the characteristics of Microsoft Dynamics CRM's user management structure 
  • Create and maintain user accounts in Microsoft Dynamics CRM 
  • Identify the differences between adding a single user and adding multiple users at one time 
  • Identify the characteristics associated with each user licensing option 
  • Create and maintain teams of users in Microsoft Dynamics CRM

Module 3: Customizing Microsoft Dynamics CRM Overview

This module describes the customization architecture of CRM. The principles behind Solutions and their components are introduced.


  • Customization Methodology
  • Who can Customize Microsoft Dynamics CRM?
  • Types of Customizations
  • Types of Customizations - Solutions


  • Creating a Solution

After completing this module, students will be able to:

  • Recognize the importance of defining and using an effective implementation methodology as you develop customizations 
  • Identify how the Microsoft Dynamics CRM architecture influences how and where you customize Microsoft Dynamics CRM
  • Recognize the types of customizations that can be made based on the default Microsoft Dynamics CRM security roles 
  • Recognize some of the ways that Microsoft Dynamics CRM can be customized 
  • Identify which customizations require publishing and the various ways to publish your customizations
  • Understand the use of Solutions 
  • Discover how you can re-use customizations by exporting Solutions made in one deployment and importing them into another 
  • Create a new Solution 
  • Identify the components of Solutions 
  • Identify the differences between Managed and Unmanaged Solutions 
  • Configure properties of Managed Solution Components

Module 4: Customizing Fields

This module explains the use of fields in Microsoft Dynamics CRM. The module describes the concept of data types and formats for fields; and, how to create them in for system and custom entities.


  • Customization Concepts
  • Field Data Types
  • Field Properties
  • Creating Fields
  • Creating Option Sets


  • Creating a Custom Field


  • Creating and Using a Separate Option Set

After completing this module, students will be able to:

  • Review the types of fields available in the system 
  • Describe the different Data Types available 
  • Describe the different Field Properties 
  • Create and edit fields to meet the business needs of your organization 
  • Examine how to create, configure and delete Option Sets

Module 5: Customizing Entities

This module describes the concept of an entity in Microsoft Dynamics CRM. The module explains how to create new entities and the various configuration options available. It explains the difference between standard and activity entities and the different scenarios in which they can be used.


  • Entity Concepts
  • Modifying Custom Entities


  • Creating Custom Entities


  • Modifying Entities

After completing this module, students will be able to:

  • Review the types of entities available in the system
  • Configure security settings to control access to and maintenance of custom entities 
  • Edit Existing Entities to meet the business needs of your organization 
  • Examine how to create, configure, and delete custom entities 
  • Configure the properties in a Managed Solutions

Module 6: Customizing Relationships and Mappings

This module explains the purpose of entity relationships in Microsoft Dynamics CRM. The module describes how to create and customize 1:N, N:1 and N:N relationships and explains the difference between native and manual N:N relationships.


  • Types of Entity Relationships
  • Creating Entity Relationships
  • Entity Mapping


  • Create a Manual N:N Relationship


  • Create a Mapping

After completing this module, students will be able to:

  • Identify the various types of supported Relationships that can link custom entities with other custom entities and with system entities 
  • Understand how 1:N Relationship rules control how certain actions taken on a record affect related records 
  • Create entity relationships and configure relationship behavior 
  • Discuss how field mapping facilitates data entry when new records related to a parent record are created

Module 7: Customizing Forms, Views and Charts

This module explains the design, creation and customization of Views, Charts and Forms. Views design includes the use of filters and columns lists; and, the idea of system and personal views. The module goes on to explain how to create charts and how to configure charts for various Microsoft Dynamics CRM areas. Form design is covered in detail, including the use of web components on forms, form security and filtered lookups.


  • Basic UI Customization Capabilities
  • View Customization Overview
  • Charts
  • Form Customization Overview
  • Other Form Objects
  • Creating New Forms


  • View CustomizationLab : Creating Charts


  • Forms Design

After completing this module, students will be able to:

  • Introduce the basic user interface components that can be customized to meet your organization's business requirements 
  • Identify the different ways in which a view can be customized 
  • Understand the use of Charts with Views, including drill-down capabilities 
  • Examine the method of creating and configuring Charts for entities 
  • Identify the features of the form customization tool 
  • Investigate the other form objects available 
  • Identify how to add, maintain and organize fields on a form

Module 8: Configuring Field Security

This module explains the concept of field security in Microsoft Dynamics CRM. The module describes how to create and implement Field Security Profiles and how those profiles complement the other security mechanisms in Microsoft Dynamics CRM.


  • Field Security Scope
  • Field Security and Other Security Methods


  • Creating and Testing a Field Security Profile


Modify Field SecurityAfter completing this module, students will be able to:

  • Understand the use of field level security in Microsoft Dynamics CRM 
  • Create and maintain Field Security Profiles 
  • Understand how field permission work with Field Security Profiles 
  • Implement Field Security Profiles by assigning them to Users and Teams 
  • Examine how field security interacts with entity and record security

Module 9: Configuring Auditing

This module describes the auditing architecture of Microsoft Dynamics CRM. It explains how auditing can be enabled at three levels in Microsoft Dynamics CRM: system, entity and field. The module describes how to view and interpret auditing data.


  • Enabling Auditing
  • Viewing Audit Data
  • Managing Audit Partitions


  • Configure Auditing

After completing this module, students will be able to:

  • Understand the architecture of auditing 
  • Examine the use of audit partitions 
  • Identify the actions that can be audited 
  • Identify the different types of entities that are audited by default 
  • Understand how to turn on auditing and select the entity types to be audited 
  • Set auditing for individual attributes of auditable entities 
  • Examine audit logs 
  • Manage audit partitions

Module 10: Configuring Solutions

This module builds on the principles described in module 3 to explain how to create and configure Solutions. The module describes the difference between managed and unmanaged Solutions and illustrates the methods used to export and import both types.


  • Solutions Review
  • Exporting and Importing Unmanaged Solutions
  • Exporting and Importing Managed Solutions


  • Unmanaged Solutions


  • Exporting and Importing Managed Solutions

After completing this module, students will be able to:

  • Review the attributes and functions of Solutions 
  • Identify how to Export and Import unmanaged Solutions 
  • Examine the effect of importing unmanaged Solutions 
  • Identify how to Export and Import managed Solutions 
  • Examine the effect of importing managed Solutions


This course is intended for both novice and experienced customizers of Microsoft Dynamics CRM who are familiar with the end-user principles of the software. No programming skills are required, but a basic understanding of database principles will be an advantage.


3 Days




Cork - Call for dates
Galway - Call for dates

Back to Course List


Training with PFH



  • Pre-training evaluation - PFH will assess your training requirements and levels prior to attending training:
  • Instructor led tuition by highly qualified instructor
  • Comprehensive manual to accompany PFH public courses
  • Training can be customised to meet customer's specific requirements
  • Money back guarantee – If you are not happy with the quality of training received, PFH will refund payment
  • All PFH trainers are Certified which guarantees that the training you receive will be of the highest quality.



  • Each student will have their own PC
  • Comprehensive manual to accompany each training course
  • Complimentary coffee, tea, biscuits and fruit provided, along with light lunch provided for courses delivered in PFH
  • Certificates of Attendance provided to each student on completion of training
  • Air conditioned comfortable and spacious training rooms
  • Free parking



  • If a student feels they have not managed to reach their own personal course objectives, they are welcome to attend the:
  • Same public class within 6 months, at no charge
  • 60 day post training support – Students can call or email our instructors with any questions / problems they may be experiencing at home or work (or a maximum of 5 calls per course/delegate)



When you're learning new skills and meeting new people it's important that you do so in comfortable, modern surroundings.

You'll enjoy a rewarding training course here at PFH premises and benefit from our modern training facilities.

Facilities provided include:

  • Air-conditioned training rooms
  • High-spec student PC's plus an instructor PC
  • Internet access and wireless internet access 
  • Convenient locations in Cork and Galway 
  • Overhead projector, whiteboard and flipchart in each room 
  • Course materials 
  • Free parking 
  • Daily refreshments & lunch


Please note that the above facilities are available to rent for your specialised training event also. Please contact PFH Training for rates and information.

Read More -

Training Types



Instructor-led training is an effective means of delivering information, as it allows for real-time feedback, questions and answers, manipulation and changeable delivery to suit the needs of learners in a real-time environment. Few educational opportunities are considered more valuable than meeting and interfacing directly with an instructor. 


All of our trainers are MCPs [Microsoft Certified Professionals], ECDL certified and MOS Experts which guarantees that the training you receive will be of the highest quality.


PFH has a large portfolio of trainers who can deliver training at our training centres in Cork and Galway, or Nationwide at customer premises or another training centre.


PFH offers instructor led training on our Public Schedule at our training centres in Cork and Galway. 



PFH provides customised training for groups of 1 to 12 at either PFH's Training Centres at Cork or Galway or on-site at your premises. Content can be taken from any of our course oulines and customised to suit the exact requirmements of your group and scheduled on dates that suit your delegates.  Group rates apply contact us for rates.


This method of training ensures your delegates get trained on exactly the topics they require in the duration of time that you can allow to give them.



Seminar training can be offered where companies require a large number of people to receive initial overview training on the New Interface of an Operating System or Office Applications. 


Seminar Training is based solely on demonstrating the New Features and is non hands-on training.  The benefits of this type of training is that attendees can get an initial feel for the New Interface of any given application and it can save a lot of time and money during an initial roll out.  This type of training instils an element of confidence when people return to their desks to work with the New Interface or Application.


Depending on how the roll out is managed with the installations, training could be run in tandem with this, and groups may also benefit from the trainer doing some “floor walking”  following the seminars to assist people when they are back at their desks.


The number of attendees is optional and can range from 20-50 per session.  This is dependant on the size of your room!

All training/seminar can be customised specifically to suit group requirements.

Read More -