SAP CRM Functional Online Training

SAP Customer Relationship Management (SAP CRM) empowers you to manage all of your customer-related data and contacts. Courses for SAP CRM will show you how to leverage functionality for the full spectrum of CRM processes - including sales, service, marketing, and operations.

SAP CRM Functional Online Training Course Content
  • Core - SAP CRM Fundamentals
    • Account Management
    • Organizational model
    • Product master
    • Customizing settings for each object
    • CRM business transactions
    • Overview of generic functions in business transactions
    • Activity management
    • Customizing for these objects
    • Process control and determination
    • Partner determination
    • Actions
    • Overview of pricing in CRM
    • CRM billing
    • Basics concepts of CRM middleware
    • Introduction to the CRM WebClient User Interface
  • Core - SAP Implementation Fundamentals
    • Workshop Preparation
    • Functional Design and Blueprint Preparation
    • Functional Specification Documentation
    • Change Management
    • Testing
    • Support Activities
  • Core - SAP CRM Interaction Center
    • SAP CRM User Interface Overview
    • UI Concept
    • Business Roles
    • Navigation Bar Customizing and Transaction Launcher
    • Architecture
    • UI Configuration
    • Easy Enhancement Workbench and Application Enhancement Tool
    • Component Enhancement Concept
    • Skin Configuration
    • IC Agent functions
    • IC Marketing and Sales
    • IC Service
    • IC Web Client Functions and Profiles
    • Communication Architecture
    • Agent Inbox
    • Rule Modeler
    • Category Modeler
    • IC manager functions
  • Optional - SAP CRM Marketing
    • Overview of marketing management in SAP CRM
    • Marketing Plans and campaign management
    • Working with marketing projects
    • Preparation and Execution of campaigns
    • Segmenting business partners
    • Marketing attributes
    • Graphical Modeler
    • Creating profiles and target groups
    • Personalized mail forms
    • Creating personalized e-mails
    • Marketing Product Proposals
    • Lead Management and Surveys
    • Campaign automation
    • External List Management
    • Special Functions and Features in campaign management
    • Couponing
  • Optional - SAP CRM Sales
    • Copying control
    • Quotation management
    • Order management
    • Pricing in SAP CRM Sales
    • Contract management
    • Rebate processing
    • Activity management in SAP CRM Sales
    • Visit planning
    • Territory management
    • Case study
  • Optional - SAP CRM Service
    • Maintenance of technical objects
    • Installed base management
    • Individual objects
    • Service contract processing
    • Service agreements
    • Service contracts
    • Service plans
    • Service order processing
    • Resource planning
    • Service confirmation
    • Service billing
    • ERP Integration
    • Complaints and returns
    • In-house repair processing
    • IT Service Management

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