SAP CRM FUNCTIONAL ONLINE TRAINING

SAP CRM FUNCTIONAL ONLINE TRAINING COURSE CONTENT

Core - SAP CRM Fundamentals

0. Account Management
0. Organizational model
0. Product master
0. Customizing settings for each object
0. CRM business transactions
0. Overview of generic functions in business transactions
0. Activity management
0. Customizing for these objects
0. Process control and determination
0. Partner determination
0. Actions
0. Overview of pricing in CRM
0. CRM billing
0. Basics concepts of CRM middleware
0. Introduction to the CRM WebClient User Interface
    

Core - SAP Implementation Fundamentals

0. Workshop Preparation
0. Functional Design and Blueprint Preparation
0. Functional Specification Documentation
0. Change Management
0. Testing
0. Support Activities

Core - SAP CRM Interaction Center

0.  SAP CRM User Interface Overview
0. UI Concept
0. Business Roles
0. Navigation Bar Customizing and Transaction Launcher
0. Architecture
0. UI Configuration
0. Easy Enhancement Workbench and Application Enhancement Tool
0. Component Enhancement Concept
0. Skin Configuration
0. IC Agent functions
0. IC Marketing and Sales
0. IC Service
0. IC Web Client Functions and Profiles
0. Communication Architecture
0. Agent Inbox
0. Rule Modeler
0. Category Modeler
0. IC manager functions
    

 Optional - SAP CRM Marketing

0. Overview of marketing management in SAP CRM
0. Marketing Plans and campaign management
0. Working with marketing projects
0. Preparation and Execution of campaigns
0. Segmenting business partners
0. Marketing attributes
0. Graphical Modeler
0. Creating profiles and target groups
0. Personalized mail forms
0. Creating personalized e-mails
0. Marketing Product Proposals
0. Lead Management and Surveys
0. Campaign automation
0. External List Management
0. Special Functions and Features in campaign management
0. Couponing
    

Optional - SAP CRM Sales

0.  Opportunity management and Pipeline Performance Management
0.  Copying control
0.  Quotation management
0.  Order management
0.  Special functions in quotation and order management
0.  Pricing in SAP CRM Sales
0.  Contract management
0.  Rebate processing
0.  Activity management in SAP CRM Sales
0.  Visit planning
0.  Territory management
0.  Case study

Optional - SAP CRM Service

0.  Maintenance of technical objects
0.  Installed base management
0.  Individual objects
0.  Service contract processing
0.  Service agreements
0.  Service contracts
0.  Service plans
0.  Service order processing
0.  Resource planning
0.  Service confirmation
0.  Service billing
0.  ERP Integration
0.  Complaints and returns processing
0.  Complaints and returns
0.  In-house repair processing
0.   IT Service Management

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