Sap Crm Course Outline 2f195r

SAP CRM 7.0 - Course Content The core SAP CRM Course consists of SAP CRM Fundamentals, SAP Implementation Fundamental and SAP CRM Interaction Center. Additional optional/add-on courses available are CRM Marketing, CRM Sales & CRM Service.

Core - SAP CRM Fundamentals 1. Management 2. Organizational model 3. Product master 4. Customizing settings for each object 5. CRM business transactions 6. Overview of generic functions in business transactions 7. Activity management 8. Customizing for these objects 9. Process control and determination 10. Partner determination 11. Actions 12. Overview of pricing in CRM 13. CRM billing 14. Basics concepts of CRM middleware 15. Introduction to the CRM WebClient Interface

Core - SAP Implementation Fundamentals 1. Workshop Preparation 2. Functional Design and Blueprint Preparation 3. Functional Specification Documentation 4. Change Management 5. Testing 6. Activities

Core - SAP CRM Interaction Center

1. SAP CRM Interface Overview 2. UI Concept 3. Business Roles 4. Navigation Bar Customizing and Transaction Launcher 5. Architecture 6. UI Configuration 7. Easy Enhancement Workbench and Application Enhancement Tool 8. Component Enhancement Concept 9. Skin Configuration 10. IC Agent functions 11. IC Marketing and Sales 12. IC Service 13. IC Web Client Functions and Profiles 14. Communication Architecture 15. Agent Inbox 16. Rule Modeler 17. Category Modeler 18. IC manager functions

Optional - SAP CRM Marketing 1. Overview of marketing management in SAP CRM 2. Marketing Plans and campaign management 3. Working with marketing projects 4. Preparation and Execution of campaigns 5. Segmenting business partners 6. Marketing attributes 7. Graphical Modeler 8. Creating profiles and target groups 9. Personalized mail forms 10. Creating personalized e-mails

11. Marketing Product Proposals 12. Lead Management and Surveys 13. Campaign automation 14. External List Management 15. Special Functions and Features in campaign management 16. Couponing

Optional - SAP CRM Sales 1. Opportunity management and Pipeline Performance Management 2. Copying control 3. Quotation management 4. Order management 5. Special functions in quotation and order management 6. Pricing in SAP CRM Sales 7. Contract management 8. Rebate processing 9. Activity management in SAP CRM Sales 10. Visit planning 11. Territory management 12. Case study

Optional - SAP CRM Service 1. Maintenance of technical objects 2. Installed base management 3. Individual objects 4. Service contract processing 5. Service agreements 6. Service contracts 7. Service plans 8. Service order processing

9. Resource planning 10. Service confirmation 11. Service billing 12. ERP Integration 13. Complaints and returns processing 14. Complaints and returns 15. In-house repair processing 16. IT Service Management

SAP CRM Customer Relationship Management Course Outline

CRM Solution Overview  Foundation & Architecture of mySAP CRM  mySAP CRM Marketing  mySAP CRM E-Commerce  mySAP CRM Channel Management  mySAP CRM Sales  mySAP Interaction Center WinClient  mySAP Interaction Center WebClient  mySAP Service  mySAP Field Applications (with focus on Mobile Service)  mySAP CRM for Industries  Implementation & Operation of mySAP CRM CRM Basic data & Customizing settings for these objects  Business partner

 Organizational model  Territory Management  Product master CRM Business Transactions  Overview of generic functions in business transactions  Activity Management (including Activity Journal and Groupware Integration)  Transaction type and item category customizing for these objects. Process control and determination  Partner determination customizing  Overview of Pricing in CRM  Actions (Output determination)  CRM Billing  CRM Middleware Overview  Basic concepts of CRM middleware  Replication istration  Monitoring & error handling People Centric CRM  Basic elements and features of People-Centric CRM  Brief overview of Customizing for People Centric CRM  The tool for customizing PCC  Enterprise Portal Solution Manager  Project Preparation Phase  Business Blueprint Phase  Realization Phase CRM Interaction Center  Getting started, terminology  Architecture landscape – CTI, MCIS, Business routing.

 Work Center settings, settings  Agent functions and processes in the IC  Agent Inbox and Email configuration  Creation of the IC Profile  Configuring Components  IC Management functions such as Call Lists and scripting.