SAP CRM (Customer Relationship Management)
- Module 1: Over view of CRM Architecture
- Business Partner
- Business categories
- BP Roles & Grouping, BP Relationships
- Business partner Hierarchy
- Organizational Management
- Organizational Model, Org Determination
- Territory Management
- Territory Hierarchy Levels
- Product Master
- Attributes & Set Type, Hierarchies & Categories,
- Product types, Maintain Products
- Transactional Processing
- Business Transactions
- Item Category
- Activity Management
- Business Activities
- Partner Processing
- Partner Functions, Access Sequence, Determination Procedure
- Actions
- Action Profile, Conditions
- Pricing
- Condition Techniques and condition types
- Billing
- Billing Unit, Billing Type, Billing Document
- Easy Enhancement Work Bench
- UI concepts and UI V’s SAP GUI
- Business roles
- Authorization roles
- Navigation bar profile
- Work center link group
- Direct links and logical links
- Enhancing the existing business roles
- Linking business role to org model
- Transaction launcher
- Marketing Planner & Campaign Management
- Marketing Calendar
- Personalized Mail Forms
- Segment Builder
- Customer Segmentation, Attribute List, Info sets
- Product Proposals
- Campaign Automation
- External List Management
- Lead Management
- Lead Questionnaire
- Opportunity Management
- Copying Controls
- Sales Cycle, Tools – Buying Center & Sales Agent
- Quotation management
- Order Management
- Special functions in quotation and order management
- Contract management
- Rebate management
- Installed Base management
- Installed Categories
- IB Components
- Objects, Object Family
- Assign Object Family to IB Category
- Service agreements and service contracts
- Service plans, SLA Profiles and Response and Availability Times
- Service order management
- Complaints and Returns
- Warranty claims
- Agent Function and Processing IC
- Agent Inbox
- IC Web Clint Profile
- IC Web Clint Functions
- IC Manager Portal
- Communication Architecture
- Rule Polices like ERMS and IDI (Intent Driven Interaction)
- Launch Script
- Broad cast massage
- Alerts
- Middleware overview
- Administration Console
- Business Objects
- Customizing Objects
- Condition Objects
- B Doc Modeler, B Doc Messages
- Replication & Realignment
- B Doc Types,
- Initial data load, Delta load & Synchronization
- Queue registration
- Error Handling and Monitoring
- INTEGRATION BETWEEN R/3 & CRM
Module 2: CRM User Interface(Web UI)
Module 3: Marketing
Module 4: Sales
Module 5: Service
Module 6: Interaction Center(Web Client)
Module 7: Middleware