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SAP CRM2007 & 7.0 ONLINE TRAINING CONTENT
Introduction to:
Fundamentals and architecture of SAP CRM
SAP CRM Marketing
SAP CRM Web Channel (E-Commerce)
SAP CRM Sales module
SAP CRM Interaction Center
SAP CRM Service module
SAP CRM Field Applications
Implementation & operation of SAP CRM
SAP CRM Utilities
Overview on SD
CRM Middleware
CRM 580 -USER Interface CRM 2007,7.0 UI configurations ( BSP application MVC overview )
1. Detailed overview on CRM 2007 UI
2. Component workbench customisations for BSP application at UI level
3. Revision on what all discussed and hands on session, test
4. Business roles customising ,PFCG ,role config keys ,navigation bar profile customising
5. configuration for workcenters ,logical link groups direct link
6. CRM Detail over view , BP Master Data overview
7. UI Concept ,component workbench hands on sessions
8. Navigation Bar Customizing and Transaction Launcher,
9. Architecture BSP overview on Genil layer BOL layer
10. UI Configuration
11. Easy Enhancement Workbench and Application Enhancement Tool
12. Component Enhancement Concept
13. Skin Configuration
CRM 100---Base customizing
1. CRM basic data:
2. Account Management
3. Organizational model
4. Product master
5. Customizing settings for each object
6. CRM business transactions
7. Overview of generic functions in business transactions
8. Activity management
9. Customizing for these objects
10. Process control and determination
11. Partner determination
12. Basics concepts of CRM middleware
13. Introduction to the CRM WebClient User Interface
14. CRM business transactions
15. Overview of generic functions in business transactions
16. Customizing for these objects
17. opportunity mgmt
18. Partner determination
19. Overview of pricing in CRM
20. CRM billing
21. Basics concepts of CRM middleware
22. Introduction to the CRM WebClient User Interface
CRM 700----Service
1. Service module overview and scenarios
2. Service ticket processing transactions
3. service order processing
4. Complaint management
5. Service contract processing
6. Call center service desk customisations settings
7. CTI overview and functionality
8. CRM 2007 and 7.0 UI configuration for service scenarios using service business roles
9. Service quotation
10. warranty management
11. resource planning tool
12. Installbase management
13. Case management
14. IT Helpdesk setup configurations
CRM 600----Marketing
1. Overview of marketing management in SAP CRM
2. Marketing Plans and campaign management
3. Preparation and Execution of campaigns
4. Segmenting business partners
5. Marketing attributes
6. Graphical Modeler
7. Creating profiles and target groups
8. Personalized mail forms
9. Creating personalized e-mails
10. Lead Management a
11.
CRM 300 -----Sales
1. Opportunity management and Pipeline Performance Management
2. Contract management
3. Activity management in SAP CRM Sales order management, quotation management
Interaction Center WinClient [Call Center – SAP GUI] (CR400)
Interaction Center WebClient [Call Center – Web Based) (CR410)
1. IC Agent functions
2. IC Marketing and Sales
3. IC Service
4. IC Web Client Functions and Profiles
5. Communication Architecture
6. Agent Inbox
7. IC manager functions
8. IC Workforce Management
CRM IS Utilities 7.0
Base Customisation for IS Utilities
1. Customization steps for Business Partner
2. Stepwise explanation and data flow for Business Partner
3. Customization Steps for Business Agreement
4. Stepwise explanation and data flow for Business Agreement
5. Customization Steps for Technical Data
6. Stepwise explanation and data flow for Technical Data
7.Advance customising in IS Utilities
8 IC webclient UI business roles for IS utilities configurations
9 other configurations and customisation areas