SAP CRM Online Training
SAP CRM Course Content
Core - SAP CRM Fundamentals
- Account Management
- Organizational model
- Product master
- Customizing settings for each object
- CRM business transactions
- Overview of generic functions in business transactions
- Activity management
- Customizing for these objects
- Process control and determination
- Partner determination
- Actions
- Overview of pricing in CRM
- CRM billing
Basics concepts of CRM middleware
- Introduction to the CRM WebClient User Interface
- Core - SAP Implementation Fundamentals
Workshop Preparation
- Functional Design and Blueprint Preparation
- Functional Specification Documentation
- Change Management
- Testing
- Support Activities
- Core - SAP CRM Interaction Center
SAP CRM User Interface Overview
- UI Concept
- Business Roles
- Navigation Bar Customizing and Transaction Launcher
- Architecture
- UI Configuration
- Easy Enhancement Workbench and Application Enhancement Tool
- Component Enhancement Concept
- Skin Configuration
- IC Agent functions
- IC Marketing and Sales
- IC Service
- IC Web Client Functions and Profiles
- Communication Architecture
- Agent Inbox
- Rule Modeler
- Category Modeler
- IC manager functions
Optional - SAP CRM Marketing
- Overview of marketing management in SAP CRM
- Marketing Plans and campaign management
- Working with marketing projects
- Preparation and Execution of campaigns
- Segmenting business partners
- Marketing attributes
- Graphical Modeler
- Creating profiles and target groups
- Personalized mail forms
- Creating personalized e-mails
- Marketing Product Proposals
- Lead Management and Surveys
- Campaign automation
- External List Management
- Special Functions and Features in campaign management
- Couponing
Optional - SAP CRM Sales
- Opportunity management and Pipeline Performance Management
- Copying control
- Quotation management
- Order management
- Special functions in quotation and order management
- Pricing in SAP CRM Sales
- Contract management
- Rebate processing
- Activity management in SAP CRM Sales
- Visit planning
- Territory management
- Case study
Optional - SAP CRM Service
- Maintenance of technical objects
- Installed base management
- Individual objects
- Service contract processing
- Service agreements
- Service contracts
- Service plans
- Service order processing
- Resource planning
- Service confirmation
- Service billing
- ERP Integration
- Complaints and returns processing
- Complaints and returns
- In-house repair processing
- IT Service Management