SAP Functional

SAP CRM 7.0

CR010

• Introduction to SAP CRM 2007
• Architecture
• CRM Applications (Marketing, Sales, Service)
• Channels of CRM (Interaction Center, Web Channel, Mobiles)

CR100 – Base Customization

• Business Partner
• Organizational Management
• Product Master
• Transactional Processing
• Org Data Determination
• Activity Management
• Partner Processing
• Status Management
• Pricing & Billing
• Actions
• Interaction with other systems
• Customer Downloads from R/3
• Real time scenario discussion

CR600 – Marketing

• Marketing Planning & Campaign Management
• Segmentation of Business Partners
• Personalized Mail Forms
• Marketing Plan & Campaign Approvals
• Campaign Automation & Execution
• External List Management
• Lead management
• Product Proposals

CR700 – Service

• Real time scenario discussion

• Service Overview
• Installed Base
• Service order Management
• Service Contracts
• Complaints & Returns

• Real time scenario discussion

CR300 – Sales

• Overview & Sales Cycle
• Opportunity Management & Sales Methodology
• Copy Control
• Quotation & Order management
• Special Functions- Alternative Product ID & Product Substitution
• Distribution of quotations & Orders between CRM – R/3
• Contract Management – Release Orders
• Territory Management
• Sales Integration with other systems

• Real time scenario discussion

CR410 – IC Web Client

• Interaction Center Overview
• Technical Architecture
• Creating an Interaction Center Web Client Profile
• Configuring Components
• IC Management Function-Scripting & Call List Management

CR500 – Middleware

• Middleware Overview
• Concepts of the CRM Middleware
• Replication Administration
• Data Exchange with R/3 Back end Systems
• Monitoring & Error handling

CR800 – Web Channel

• Foundation & Architecture
• Shop & User Management
• Catalog setup
• Order Processing
• Batch & Product Determination

• ATP Check

CR580 – Web UI – New User Interface of CRM

• Overview
• UI Concepts
• Business Roles
• Navigation Bar
• UI Configuration
• Extensibility Tools

• Note: Duration of the course is 40 h of one hour each.