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Microsoft Dynamics CRM 2011
Customization & Conguration
(MB2-866) Certication Guide
A practical guide to customizing and conguring
Microsoft Dynamics CRM 2011 focused on helping
you pass the certication exam
Neil Benson
BIRMINGHAM - MUMBAI
Microsoft Dynamics CRM 2011 Customization &
Conguration (MB2-866) Certication Guide
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First published: November 2012
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Cover Image by Artie Ng (artherng@yahoo.com.au)
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 dissatised 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
Certied 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 congurations 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 ve 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 conguration
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, conguration, 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: Conguring the System Settings 17
Conguring the system settings 17
How to congure 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 Cong 33
Summary 33
Test your knowledge 33
Chapter 3: Conguring 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
Table of Contents
[ iii ]
Managing teams 51
How to create a team 51
How to add users to a team 52
How to remove users from a team 53
How to add teams to a user 53
How to assign a security role to a team 53
How to remove a security role from a team 54
How to share records with a team 54
How to unshare records with a team 55
How to delete a team 56
Security roles and privileges 56
Introduction to security roles 56
Standard security roles 56
Business units and inherited security roles 59
Applying security roles to users and teams 59
How to create a custom security role 61
Introduction to security privileges 63
Entity-based security privileges 63
Task-based security privileges 64
Other security features 65
Field security proles 65
Role-based forms 65
User interface customization 65
Summary 66
Test your knowledge 66
Chapter 4: Entity and Attribute Customization 69
Custom entities 69
Introduction to entities 70
Creating custom entities 70
Custom entity options 71
Custom entity privileges 74
Customizing entities 75
Customizing an entity from a grid or form 75
Showing an entity's dependencies 76
Publishing an entity 77
Updating the entity's icons 78
Delete 79
Managed properties 80
Custom elds 80
Introduction to elds 80
Field datatypes 81
Datatype descriptions 82
Field properties 85
Display Name 86
Table of Contents
[ iv ]
Name 86
Requirement Level 86
Searchable 87
Field Security 87
Auditing 87
Description 88
IME mode 88
Customizing elds 88
Advantages of creating a custom eld 88
Advantages of modifying a system eld 89
Modifying the existing elds 89
Creating custom elds 90
Field-level security 91
Enabling eld-level security 92
Creating a eld security prole 93
Applying a eld security prole 94
Option sets 94
Creating a global option set 95
Method 1: Creating the global option set rst 95
Method 2: Creating the global option set while creating the eld 96
Modifying a global option set 97
Deleting a global option set 98
Managing entities in a solution 98
Adding an existing entity to a solution 98
Removing an existing entity from a solution 99
Publishing solutions 100
Summary 100
Test your knowledge 101
Chapter 5: Data Modeling Using Entity Relationships 103
Introduction to entity relationships 103
Types of entity relationships 104
Unsupported relationship types 104
1:N relationships 105
N:1 relationships 105
Creating a custom 1:N relationship 105
Primary elds as lookup values 107
Relationship behaviors 108
N:N relationships 111
Native and manual N:N relationship types 111
Creating a native N:N relationship 112
Self-referential relationships 113
Self-referential 1:N relationships 113
Self-referential N:N relationships 114
Table of Contents
[ v ]
Mappings 114
Creating and modifying mappings 114
Requirements for mapping 116
Connections 116
Creating connection roles 116
Creating a connection 118
Summary 119
Test your knowledge 120
Chapter 6: User Interface Customization: Forms,
Views, and Charts 123
Customising forms 123
Components of a form 124
Components of a main form 124
Components of a main form editor 125
Components of a mobile form 125
Components of a mobile form editor 126
Customizing main forms 126
Editing tabs 127
Editing sections 129
Editing elds 131
Editing the navigation area 133
Editing the header and footer 135
Adding sub-grids 136
Adding iFrames 138
Adding web resources 140
Removing the form components 142
Previewing forms 143
Customizing mobile forms 144
Accessing CRM Mobile Express 144
Enabling entities for CRM Mobile Express 144
Customizing the mobile form elds 145
Creating forms 146
Creating a main form 146
Creating a mobile form 147
Role-based forms 148
Fallback form 148
Creating a role-based form 148
Ordering forms 150
Customizing views 151
System views 151
Active and inactive record views 151
Advanced Find view 152
Associated view 153
Lookup view 153
Quick Find view 154
Table of Contents
[ vi ]
Creating a view 155
Organizing data in a view 156
Adding and maintaining elds in a view 156
Selecting a default view 157
Customizing charts 158
Chart types 158
Creating a system chart 158
Adding charts to entities 159
Selecting a chart type 161
Exporting and importing charts 162
Exporting a system chart 163
Exporting a user chart 163
Importing a chart as a system chart 163
Summary 164
Test your knowledge 165
Chapter 7: Auditing 167
What is auditing? 167
What can be audited? 168
Conguring auditing 169
Conguring organization-level auditing 169
Organization-level auditing tips 171
Conguring entity-level auditing 171
Conguring eld-level auditing 172
Auditing user access 173
Viewing the audit data 174
Audit Summary View 174
Audit History View for records 175
Audit permissions 176
Audit-related tasks and required privileges 176
Managing the audit log 176
Audit logs in the database 177
Summary 178
Test your knowledge 179
Chapter 8: Solutions 181
Introduction to solutions 181
Default solution 182
Solution components 183
Customizations not included in solutions 183
Unmanaged and managed solutions 184
Unmanaged solutions 184
Managed solutions 184
Table of Contents
[ vii ]
Working with solutions 184
Creating a solution 185
Solution publisher 186
Deleting a solution 187
Working with solution components 188
Creating new components 188
Deleting components 189
Adding existing components 190
Removing components 190
Exporting solutions 190
How to export a solution 191
Managed properties 192
Modifying managed properties 193
Importing solutions 195
How to import a solution 195
Conict resolution strategies 195
Merge 196
Top wins 196
Special conict resolution for updates to managed solutions 198
Import log le 199
Summary 201
Test your knowledge 203
Chapter 9: Sample Certication Exam Questions 205
Appendix A: Answers to Sample Certication Exam Questions 235
Appendix B: Answers to the Self-test Questions 257
Appendix C: Introduction to Microsoft Dynamics CRM
Training and Certication 259
Training courses and examinations 259
For users 260
For implementers and administrators 260
Applications 260
Installation 261
Customization 261
For developers 262
Extending 262
Certications 262
Microsoft Certied Technology Specialist (MCTS) 262
Microsoft Certied IT Professional (MCITP) 262
Benets of certication 263
Table of Contents
[ viii ]
Exam MB2-866—customization and conguration 263
How to study for the exam 264
How to book your exam 264
Exam languages 265
Exam fees 265
Retaking the exam 265
What to expect at the test center 265
How to make best use of your time 266
How to answer the questions 267
Summary 268
Index 269
Preface
Microsoft Dynamics CRM 2011 Customization and Conguration (MB2-866) Certication
Guide will help you prepare for the MB2-866 Microsoft Dynamics CRM 2011
Conguration and Customization certication exam.
This book covers the published exam syllabus as closely as possible to help you
prepare for the type of questions that are likely to appear in your exam. Microsoft
has published the exam syllabus at http://www.microsoft.com/learning/en/
us/exam.aspx?ID=MB2-866#tab2.
This book is not a discussion of conguration options or customization best practices.
It is written to cover just the material that you need to know to pass the exam.
The book includes the Test Your Knowledge sections at the end of each chapter.
This section has been designed to check your understanding of the preceding material.
At the end of the book, there is a 75-question sample exam, which mimics the type and
style of questions that you will face in the MB2-866 exam. The sample exam questions
are not taken from the real exam. This book will help you acquire the knowledge
that you need to pass the exam, but it is not an exam dump or cheat guide. If you
understand the material covered in this book and practice the procedures covered
here, you will pass the exam.
What this book covers
Chapter 1, Microsoft Dynamics CRM 2011 Overview, provides an introduction to the
customization architecture of Microsoft Dynamics CRM 2011. It also covers general
principles such as supported and unsupported customizations, deployment options,
using an implementation methodology, and use of customization security roles.
Preface
[ 2 ]
Chapter 2, Conguring the System Settings, covers the system settings, CRM for Outlook
settings, and exportable settings.
Chapter 3, Conguring the Organization Structure, delivers the knowledge necessary
to manage business units, users, teams, and security roles to meet an organization’s
security requirements.
Chapter 4, Entity Customization, shows you how to create custom entities and elds,
congure eld-level security, use global option sets, manage entities in a solution,
and publish customizations.
Chapter 5, Data Modeling Using Entity Relationships, explains relationships and
mapping between entities covering the different types of supported relationships,
how to congure the entity mappings and connections features.
Chapter 6, User Interface Customization: Forms, Views, and Charts, provides in-depth
information on customizing forms, views, and charts including main and mobile
forms, using form components, using role-based forms, conguring views, and
using system charts.
Chapter 7, Auditing, describes how to congure and use the auditing features of
Microsoft Dynamics CRM 2011.
Chapter 8, Solutions, provides the knowledge needed to answer exam questions
on creating, exporting, importing, updating, and deleting managed and
unmanaged solution packages, and how to work with the managed properties
of managed solutions.
Chapter 9, Sample Certication Exam Questions, poses 75 questions similar to those
you can expect to nd in the MB2-866 exam.
Appendix A, Answers to Sample Certication Exam Questions, provides answers and
short explanations to the questions posed in Chapter 9, Sample Certication Exam
Questions. Remember to try the questions before reading the answers!
Appendix B, Answers to Self-Test Questions, provides answers to the questions posed in
the Test your knowledge section at the end of each chapter.
Appendix C, Introduction to Microsoft Dynamics CRM Training and Certication, discusses
the Microsoft Dynamics CRM training courses and certications. The rst half of this
chapter will provide a useful overview of the ofcial courses, exams, and certications
that are available. In the second half of the chapter, we'll learn how to book for the
MB2-866 exam, what to expect, how to make best use of your time, and how to
answer the exam questions.
Preface
[ 3 ]
What you need for this book
You will need a user account with a System Administrator security role for a
Microsoft Dynamics CRM 2011 system so that you can practice the conguration
and customization procedures outlined in this certication guide.
You can use a Microsoft Dynamics CRM Online 30-day trial system for this
purpose. Visit http://crm.dynamics.com and follow up the links to sign up
for a free 30-day trial.
Alternatively, you can provision an on-premise deployment. For this you will need
the following software:
• Microsoft Windows Server 2008 (x64 version) or later, running Active
Directory and Internet Information Services 7.0 or later
• Microsoft SQL Server 2008 (x64 version) or later
• Microsoft Dynamics CRM 2011 Server
• Microsoft Dynamics CRM 2011 for Outlook
• Microsoft Outlook 2003 or later, for the CRM for Outlook client
Microsoft provides time-limited evaluation versions of all the required software. Please
refer to the Microsoft Dynamics CRM 2011 Implementation Guide for further information
(http://www.microsoft.com/en-us/download/details.aspx?id=3621).
Since the MB2-866 exam was published, Microsoft has released several new features
for Microsoft Dynamics CRM 2011. These features are now standard features of the
product, but were not available when the exam was published. Throughout the book,
you’ll nd tips about new features that are not examined.
Who this book is for
This book is for anyone who wants to achieve the Microsoft Certied Technology
Specialist certication by passing the MB2-866 Microsoft Dynamics CRM 2011
Customization and Conguration exam.
Whether you work for yourself as an independent consultant, work for a Microsoft
customer, or work for a Microsoft partner, earning a Microsoft Dynamics CRM
certication leads the way to better career opportunities.
Preface
[ 4 ]
Achieving certication demonstrates technical prociency that validates your
knowledge, adds credibility to your resume, and will help you advance in your
career. When combined with real-world experience, certication will mean you
are more highly regarded than other individuals with similar experience who
haven’t taken training or shown sufcient initiative to achieve certication.
The topics covered in this book and the exam are intended for anyone implementing
or managing Microsoft Dynamics CRM 2011 by using the built-in customization and
conguration features.
It also serves as a useful starting point for developers who want to learn about the
standard customization features before going on to learn about the development
features used to extend Microsoft Dynamics CRM 2011.
It is strongly recommended, but not essential, that readers are familiar with the
standard marketing, sales, and service features of Microsoft Dynamics CRM 2011.
Conventions
In this book, you will nd a number of styles of text that distinguish between different
kinds of information. Here are some examples of these styles, and an explanation of
their meaning.
Code words in text are shown as follows: “Form scripting using the documented
objects and methods is available by using the Xrm.Page.data and Xrm.Page.ui
objects.”
New terms and important words are shown in bold. Words that you see on the
screen, in menus or dialog boxes for example, appear in the text like this: “In the
navigation pane, click on Settings.”
Warnings or important notes appear in a box like this.
Tips and tricks appear like this.

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