Introduction to ERP and SAP® CRM
* What is ERP and SAP® CRM.
* Purpose for SAP® CRM.
* Role of a SAP® CRM Consultant.
* Evolution of SAP® CRM Web UI.
* Introduction to SAP® CRM WebClient User Interface.
Architecture of SAP® CRM
*CRM Architecture and components that make up this landscape.
*SAP® CRM Channels, including internet applications, interaction center and mobile sales/services.
*Main elements of the UI concept.
SAP® CRM Sales
*Describe the key Account and Contact Management functions of SAP® CRM.
*Explain the key Activity Management functions of SAP® CRM.
*Describe the key Opportunity Management functions of SAP® CRM
*Explain the key elements and functions in Quotation & Order Management.
*Describe the key elements and functions in Contract Management.
*Describe the Incentive & Commission Management functionality of SAP®
SAP® CRM Service
*Explain the concept of Installation Management and the functionality of
*Describe the concept and usage of Service Contracts and Service Plans.
*Explain the business process of Service Order Management and the
supporting SAP® CRM Service functionality.
*Describe the business process of Complaints and Returns Management and
the supporting SAP® CRM Service functionality.
SAP® CRM Marketing
*Describe the processes within SAP® CRM Marketing Planning and Campaign
Management using an integrated case study.
*Explain how to create and launch a marketing campaign.
*Explain how SAP® CRM can be used to create customer segments and target
groups from various data sources.
*Describe the usage of the SAP® CRM Graphical Modeler.
*Explain how to execute a marketing campaign.
SAP® CRM Partner Channel Management
*Explain the concept of SAP® CRM Partner Channel Management which is
to provide a platform for organizations to manage partner relationships and
enable channel partners to do business with end-customers.
*Describe the building blocks of SAP® CRM Partner Channel Management in
particular with regard to the various user interfaces and functional areas.
*Carry out the relevant tasks for Lead Management both in the Channel
Manager Portal and in the Partner Portal.
*Describe the roles and associated portals in SAP® CRM Partner Channel
*Describe the functional area of Channel Commerce within SAP® CRM
Partner Channel Management.
*Explain the processes and functionality of Channel Marketing Funds.
*Describe how campaign automation can be used for designing and
implementing event-controlled, real-time campaigns.
*Explain the Trade Promotion Management (TPM) process in general.
SAP® CRM Web Channel
*Explain the processes and functionality within SAP® CRM E-Selling.
*Explain the processes and functionality within SAP® CRM E-Service.
*Explain the processes and functionality in SAP® CRM E-Marketing.
SAP CRM Interaction Centre
*Explain the Interaction Center framework and components.
*Process incoming calls using the knowledge search in the Interaction Center.
*Describe the functions of Interaction Center Management.
SAP® CRM Field Application
*Describe the functions of the Mobile Sales and Mobile Service field
applications of SAP® CRM.
*Explain the technical aspects of SAP® CRM Field Applications.
*Introduce the functions of the Mobile Sales for Handhelds field application
of SAP® CRM.
SAP® CRM Analytics
*Explain the importance of SAP® CRM Analytics in a complete CRM solution.
*Describe the analytical methods available in SAP® CRM.
*List the various analysis scenarios available in SAP® CRM.
*Introduce the functionality of Interactive Reports.
SAP® CRM Implementation and Operation
*Describe how the SAP® Solution Manager supports SAP® CRM implementation
projects and system administration.
* ASAP Methodology
*Explain how to customize a new business transaction in SAP® CRM.
*Explain the concept of Account Management
*Explain the concept of the SAP® Business Partner
*Describe relationships between accounts
*Describe some additional account functions
*Describe marketing attributes, account classification and the account life
*Describe account hierarchies
*Explain the data exchange for business partners with SAP® SD.
*Explain the use of the organizational model in SAP® CRM
*Maintain an organizational model
*Explain the process of organizational data determination
*Describe and define determination rules
*Create an organizational data profile
*Explain the concept of the CRM product master
*Explain product hierarchies and categories
*Explain set types and attributes
*Enhance the product master using set types and attributes
*Give examples of the different CRM business transactions
*Describe the structure of business transactions
*Explain and create transaction types and related customizing settings
*Difference between copying control and create follow-up
*Transaction history and document flow.
*Configure Text determination, Data Management, Status Management, Incompleteness check
*Define activities and activity management
*Configure a transaction type for activities
*Describe the survey integration
*Describe groupware integration
*Explain the options and functions associated with partner processing in
*Create a partner determination procedure in Customizing
*Describe access sequences, create them in Customizing and use them in
the partner determination procedure
SAP® CRM Actions
*Explain the options for processing actions
*Customizing a new action profile.
SAP® CRM Pricing
*Describe the Internet Pricing and Configurator (IPC)
*Understand the essential features of the condition technique
*Describe the pricing functions
*Make certain settings in pricing Customizing
*Carry out condition maintenance in SAP® CRM
*Explain the document flow in SAP® CRM
*Create and describe billing documents
*Name the Customizing settings relevant for CRM Billing
*Introduction to CRM Middleware.
*SAP® CRM Middleware Architecture.
*Date exchange with ERP Backend.
*Connection between SAP® CRM and SAP R/3.
*Synchronization scenario for Customizing data.
*Synchronization scenario for Business data and Conditions.
*Data flow with CRM Middleware.
*Data exchange from CRM to SAP R/3.
*Troubleshoot errors Initial Load from R/3 to CRM.
*Troubleshoot errors Delta Load from R/3 to CRM.
*Troubleshoot errors load from CRM to R/3.
*Real time examples of middleware issues and tricks to troubleshoot.
*Overview of data exchange via XIF (External Interface Adaptor).
*SAP® BW (BI) Adaptor overview.
*Groupware Adaptor overview.
Introduction to SAP® CRM WebClient UI
*List the terminology of the different screen elements
*State what functions the different UI elements have
*Personalize the different UI elements
*Create and/or change business roles
*Assign business roles to the organizational model
*Explain the authorization concept
*List the terminology used in the context of the navigation bar
*Maintain the navigation bar profile with the different types of application
*Explain the Transaction launcher functionality
*Use the Transaction launcher to integrate ?external? applications into the
CRM WebClient User Interface
Introduction to SAP® CRM Technical
*Overview of Methods and Functional Modules.
*ABAP® class and Function Group.
*Concept of BADI.
*SAP® CRM UI Configuration Tool
*Overview of Easy Enhancement Workbench (EEWB)
*Overview of Application Enhancement Tool (AET)
*Master Data Management
SAP® CRM Mini Project
SAP® CRM Interview Questions