SAP CRM COURSE CONTENTS

6.0 (2007)/7.0
By Mr.Varma

CR100-Base Customization

Over view of CRM Architecture

Business Partner
Business categories
BP Roles & Grouping, BP Relationships
Business partner Hierarchy
Organizational Management
Organizational Model, Org Determination
Territory Management
Territory Hierarchy Levels
Product Master
Attributes & Set Type, Hierarchies & Categories,
Product types, Maintain Products
Transactional Processing
Business Transactions
Item Category
Activity Management
Business Activities
Partner Processing
Partner Functions, Access Sequence, Determination Procedure
Actions
Action Profile, Conditions
Pricing
Condition Techniques and condition types
Billing
Billing Unit, Billing Type, Billing Document
Easy Enhancement Work Bench

CR580-CRM User Interface (Web UI)

UI concepts and UI Vs SAP GUI

Business roles
Authorization roles
Navigation bar profile
Work center link group
Direct links and logical links
Enhancing the existing business roles
Linking business role to org model.
Transaction launcher

CR600-Marketing

Marketing Planner & Campaign Management

Marketing Calendar
Personalized Mail Forms
Segment Builder
Customer Segmentation, Attribute List, Info sets
Product Proposals
Campaign Automation
External List Management
Lead Management
Lead Questionnaire

CR300-Sales

Opportunity Management
Copying Controls
Sales Cycle, Tools - Buying Center & Sales Agent
Quotation management
Order Management
Special functions in quotation and order management
Contract management
Rebate management

CR700-Service

Installed Base management

Installed Categories
IB Components
Objects, Object Family
Assign Object Family to IB Category
Service agreements and service contracts
Service plans, SLA Profiles and Response and Availability Times
Service order management
Complaints and Returns
Warranty claims

CR410-Interaction Center (Web Client)

Agent Function and Processing IC

Agent Inbox
IC Web Clint Profile
IC Web Clint Functions
IC Manager Portal
Communication Architecture
Rule Polices like ERMS and IDI (Intent Driven Interaction)
Launch Script
Broad cast massage
Alerts

CR500-Middleware

Middleware overview
Administration Console
Business Objects
Customizing Objects
Condition Objects
B Doc Modeler, B Doc Messages
Replication & Realignment
B Doc Types,
Initial data load, Delta load & Synchronization
Queue registration
Error Handling and Monitoring
INTEGRATION BETWEEN R/3 & CRM