Course Content
Solution Overview(Introduction)
- Getting to know mySAP CRM
- mySAP CRM - The complete solution
- CRM architecture & Component integration
- Key capabilities of mySAP CRM
- Channels of interaction
- Careers @ mySAP CRM 2007
Base Customization/Master Data (SAP CRM7.0 & SAP ECC 6.0)
- Overview of CRM Server Technology
- Account Management (Business Partner master)
- Product master
- Organization management
- Territory management
- Transactions processing
- Items Categories
- Activity management
- Partner processing
- Status Profile
- Actions
- Pricing fundamentals (ECC 6.0)
- Condition technique and pricing procedure determination (ECC 6.0)
CRM 7.0 Web UI Configuration
- Interface Overview
- IC Business Role
- Navigation bar Profile
- Logical Links
- Layout Profile
- Technical Profile
- Component Workbench
Marketing
- Introduction
- Marketing planning & Campaign management
- Marketing Calendar
- Marketing Analytics
- Segmentation of business partners
- Segment builder tool
- Personalized mail forms
- External list management
- Product Proposal
- Lead Management
Sales
- The Sales cycle
- Opportunity Management
- Copying control
- Process in Quotation and Order Management
- Quotation Management
- Order Management
- Special Functions in Quotation and Order Management
- Visit Planning
- Contract Management
- Status Management
- Transactions processing
- Partner processing
Service
- Overview of CRM Service
- Installed Base Management and Individual Objects
- Service Agreements and Service Contracts
- Service Plans
- Service Order Management
- Product Service Letters
- Complaints and Returns Management
- Warranty
- Case Management
E-commerce (Internet Sales)
- Introduction
- B2B and B2c scenarios
- Product catalog
- Product proposals
- Top n products
- Cross selling
- Up selling
- Down selling
Customer Interaction Center (Web Client)
- Interaction center overview
- Framework and components
- IC Web functions
- Communication Architecture
- Creating IC Business Role
- Configuring profiles of IC Business Role
- Account Identification Profile
- Agent Inbox settings
- Alert Modeling
- Scripting
- Category Modeler
Mobile Sales
- Introduction
- Architecture and setup
- Administration console
- Client console
- Mobile application studio
- Mobile repository server
Middleware
- CRM Middleware Overview
- Concepts of Middleware
- Administration Console
- Adapter Objects
- Initial Load, Delta Load
- BDocs and types of BDocs
- BDoc Modeler
- Data exchange between R/3 backend
- Monitoring and Error handling
