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SAP CRM
Duration: 40 Classroom Hours, weekends and weekday evenings.
SAP Access: 2 Months SAP access for practice and home study from the date of enrollment.
Course Description:
Duration: 40 Classroom Hours, weekends and weekday evenings.
SAP Access: 2 Months SAP access for practice and home study from the date of enrollment.
Course Description:
- Introduction to CRM
- Architecture and components
- Introduction in People-centric CRM (PC UI)
- Master Data
- Business partner
- Organizational model
- Product master
- CRM business transactions
- Activity management
- Partner determination
- CRM Sales
- Call planning
- Activity management in mySAP CRM Sales
- Area management
- Opportunity Management
- Copy control
- Quote management
- Order management
- Special functions in quote and order management
- Pricing in mySAP CRM Sales
- Contract management
- Rebate processing
- SAP CRM E-Commerce solutions
- Web shop administration (Web-based)
- Superuser / user administration
- Maintaining and explaining the product catalog (views, documents, BAdIs, product
catalog export, external catalogs, Web-based maintenance. - Pricing in the Web shop using the Internet Pricing Configurator (IPC) - Marketing
functions - E-service
- SAP CRM Service
- Installed base management
- Service contract processing
- Service agreements
- Service contracts
- Service plans
- Usage-based billing
- Service order processing
- Resource planning
- Service confirmation
- Service billing
- Product service letter
- Warranty claims
- Complaints and returns processing
- Complaints and returns
- In-house repair processing
- Case management
- IC Win client
- Introduction, terminology
- Architecture, landscape
- Agent functions and processes in the IC
- Creating IC profiles
- Configuring components
- IC management functions - Call lists – Scripting
- IC Web Client
- Architecture and technology
- Agent functions and operating the IC
- Creating IC profiles
- Configuring components such as the navigation bar and the transaction launcher
- IC manager portal
- IC manager dashboard
- Management call lists
- Interactive scripting
- IC workforce management
- Marketing management in mySAP CRM
- Marketing and campaign planning
- Planning and performing marketing projects
- Marketing Calendar
- Overview of marketing analytics
- Personalized mail forms
- Segmenting business partners
- Lead Management
- Campaign automation
- External List Management
- Special functions in campaign management
- Couponing CRM Middleware
- Connecting an SAP back-end system to an SAP CRM system
- CRM Middleware / administration console
- Messaging BDoc
- Initial load / delta load / request
- Data flow, configuration and monitoring
- Connecting an external system using the XIF adapter
- Architecture and technical configuration for field applications
- CRM Middleware: synchronizing BDoc and consolidated database
- Minor / major realignment
- Analytical CRM
- Measurement (data extraction and reporting)
- Forecasts (data mining with a decision tree, scoring, association analysis, ABC
classification) - Optimizing (using analytical results in CRM processes)
- Planning (CRM planning applications)
- Analytical scenarios
- Interaction channel analyses
- Customer analyses
- Marketing analyses
- Sales analyses
- Service analyses
Request more information
510-440-1200 or via email
info@mtiedge.com
510-440-1200 or via email
info@mtiedge.com