SAP CRM Functional Training Contents

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 CRM.

SAP CRM Service
*Explain the concept of Installation Management and the functionality of Objects.
*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 Management.
*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.

Account Management
*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 cycle
*Describe account hierarchies
*Explain the data exchange for business partners with SAP SD.

Organizational Management
*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

Product Master
*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

Transaction Processing
*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
*Subsequent referencing.
*Transaction history and document flow.
*Configure Text determination, Data Management, Status Management, Incompleteness check

Activity Management
*Define activities and activity management
*Configure a transaction type for activities
*Describe the survey integration
*Describe groupware integration

Partner Processing
*Explain the options and functions associated with partner processing in business transactions
*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

CRM Billing
*Explain the document flow in SAP CRM
*Create and describe billing documents
*Name the Customizing settings relevant for CRM Billing

Middleware
*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

Business Roles
*Create and change business roles
*Assign business roles to the organizational model
*Explain the authorization concept

Navigation Bar
*List the terminology used in the context of the navigation bar
*Maintain the navigation bar profile with the different types of application links
*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.

Miscellaneous
*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