SAP CRM: SAP Customer Relationship Management (CRM)

Course Objective

This certification path will teach you fundamentals of the 2007 release of the SAP Customer Relationship Management (SAP CRM) application. Armed with this comprehensive understanding of SAP CRM basics and navigation, you'll be able to work within a team to apply your knowledge to your company's SAP CRM implementation.

Course Outline

Overview of CRM Application
Fundamentals and architecture
Overview of key areas

Customizing fundamentals for CRM Basic Data:
Overview of generic functions in business transactions
Activity management
Customizing for these objects

Basic concepts of CRM middleware
Replication administration
Data exchange
Monitoring
Error handling

Customizing fundamentals for CRM Basic Data:
Business partner
Organizational model
Product master
Customizing settings for each object

Customizing fundamentals for CRM -
process control and determination
Partner determination
Actions
Overview of pricing in CRM
CRM billing

Specialization 1 - Sales

Introduction to Sales Scenarios
Opportunity Management
Copy Control
General Quotation and Order Management Process
Quotation Management
Order Management
Special functions in quotation and order management
Contract Management

Specialization 2 - Interaction Centre

Getting Started, Terminology
Architecture, Landscape
Agents Functions and Processes in IC
Creating IC Profile
Framework Profile
Configuring Components
IC Management Functions

 Case Study