SAP CRM

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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

    Module 2: CRM User Interface(Web UI)

    • UI concepts and UI Vā€™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

    Module 3: Marketing

    • 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

    Module 4: Sales

    • Opportunity Management
    • Copying Controls
    • Sales Cycle, Tools ā€“ Buying Center & Sales Agent
    • Quotation management
    • Order Management
    • Special functions in quotation and order management
    • Contract management
    • Rebate management

    Module 5: Service

    • 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

    Module 6: Interaction Center(Web Client)

    • 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

    Module 7: Middleware

    • 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