The SAP – CRM is a course which enables to maintain customer data centrally and allows the employees to access information from any department. Sales employees can access all the available.

Course Curriculum :
The course focuses on the most important SAP –CRM features, and the course is divided into these main subjects:

• my SAP CRM Analytics
• my SAP CRM Marketing
• SAP CRM E-Commerce
• my SAP CRM Channel Management
• my SAP CRM Sales
• my SAP CRM Interaction Center
• my SAP CRM Service
• my SAP CRM Field Applications
• Implementation & Operation of my SAP CRM

CRM Basic Data

• Business Partner
• Organisational Model
• Product Master
• Customizing settings for each object

CRM Business Transactions

• Overview of generic functions in business transactions
• Activity Management
• Customizing for these objects

Installed Base Management

• Individual Object
• Service Order Management
• Resource Planning
• Planned Services
• Product Service Letter
• Service Confirmation
• Amount allocation
• Billing
• Controlling Integration
• Logistics Integration
• Service Contracts and entitlement
• In-house Repair
• Complaints and returns
• Solution Database
• Service analyses

• Partner Determination
• Overview of Pricing in CRM
• Output Determination
• CRM Billing
• Introduction to Sales Scenarios
• Opportunity Management
• Copy Control
• General Quotation and Order Management Process
• Quotation Management
• Order Management
• Special functions in quotation and order management
• Contract Management

Specialization 2 - Interaction Center

Specialization 3 - Sales

• Getting Started, Terminology
• Architecture, Landscape
• Agents Functions and Processes in IC
• Creating IC Profile
• Framework Profile
• Configuring Components
• IC Management Functions