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.






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