CRM

Customizing Fundamentals

• Account management (Business Partner)
• Organization Management
• Territory Management
• Product Master
• Transaction Processing
• Item category
• Activity Management
• Partner Processing
• Status profile
• Actions
• Pricing Fundamentals
• CRM Billing

CRM 7 Web UI Configuration

• Interface overview
• IC Business role
• Navigation Bar profile
• Logical links
• Component workbench
• Easy enhancement workbench

MARKETING

• Introduction to marketing profile
• Marketing Planning and Campaign Management
• Personalized Mail Form
• Segmentation
• Product Proposal
• External List Management
• Lead Management

SALES

• Introduction to sales
• Opportunity Management
• Coping Controls
• Processes in Quotation and Order Management
• Quotation Management
• Order Management
• Contract Management

SERVICE

• Over View of CRM Service
• Install Base Management and Individual Objects
• Service Agreements and Service Contracts
• Service Order Management
• Warranty and claims

IC WEB CLIENT

• Interaction Center Overview
• IC Web client Functions
• Communication Architecture
• Configuring Profiles of IC Business Role
• Account Identification profile
• Agent Inbox settings

CRM MIDDLEWARE (Overview)

• CRM Middle Ware Overview
• Concepts of Middleware
• Administration Console
• Adapter objects
• Bdocs Overview
• Data Exchange between R/3 Back Ends
• Monitoring and Error Handling