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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. Account 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 User Interface

Core - SAP Implementation Fundamentals

1. Workshop Preparation
2. Functional Design and Blueprint Preparation
3. Functional Specification Documentation
4. Change Management
5. Testing
6. Support Activities

Core - SAP CRM Interaction Center

1. SAP CRM User 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 administration
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, User 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.