SAP CRM COURSE SYLLABUS

 
Solution Overview(Introduction)
  • Getting to know mySAP CRM
  • mySAP CRM - The complete solution
  • CRM architecture & Component integration
  • Key capabilities of mySAP CRM
  • Channels of interaction
  • Careers @ mySAP CRM 2007
 
Base Customization/Master Data (SAP CRM7.0 & SAP ECC 6.0)
  • Overview of CRM Server Technology
  • Account Management (Business Partner master)
  • Product master
  • Organization management
  • Territory management
  • Transactions processing
  • Items Categories
  • Activity management
  • Partner processing
  • Status Profile
  • Actions
  • Pricing fundamentals (ECC 6.0)
  • Condition technique and pricing procedure determination (ECC 6.0)
 
CRM 7.0 Web UI Configuration
  • Interface Overview
  • IC Business Role
  • Navigation bar Profile
  • Logical Links
  • Layout Profile
  • Technical Profile
  • Component Workbench
 
Marketing
  • Introduction
  • Marketing planning & Campaign management
  • Marketing Calendar
  • Marketing Analytics
  • Segmentation of business partners
  • Segment builder tool
  • Personalized mail forms
  • External list management
  • Product Proposal
  • Lead Management
 
 
Sales
  • The Sales cycle
  • Opportunity Management
  • Copying control
  • Process in Quotation and Order Management
  • Quotation Management
  • Order Management
  • Special Functions in Quotation and Order Management
  • Visit Planning
  • Contract Management
  • Status Management
  • Transactions processing
  • Partner processing
 
Service
  • Overview of CRM Service
  • Installed Base Management and Individual Objects
  • Service Agreements and Service Contracts
  • Service Plans
  • Service Order Management
  • Product Service Letters
  • Complaints and Returns Management
  • Warranty
  • Case Management
 
E-commerce (Internet Sales)
  • Introduction
  • B2B and B2c scenarios
  • Product catalog
  • Product proposals
  • Top n products
  • Cross selling
  • Up selling
  • Down selling
 
Customer Interaction Center (Web Client)
  • Interaction center overview
  • Framework and components
  • IC Web functions
  • Communication Architecture
  • Creating IC Business Role
  • Configuring profiles of IC Business Role
  • Account Identification Profile
  • Agent Inbox settings
  • Alert Modeling
  • Scripting
  • Category Modeler
 
Mobile Sales
  • Introduction
  • Architecture and setup
  • Administration console
  • Client console
  • Mobile application studio
  • Mobile repository server
 
Middleware
  • CRM Middleware Overview
  • Concepts of Middleware
  • Administration Console
  • Adapter Objects
  • Initial Load, Delta Load
  • BDocs and types of BDocs
  • BDoc Modeler
  • Data exchange between R/3 backend
  • Monitoring and Error handling