Prerequisites
To apply for the SAP CRM Training, you need to either:
- You should have basic knowledge of CRM concepts and SAP systems navigation.
- If you understand sales, marketing, and other business processes, including customer service processes, it will be good enough to learn SAP CRM.
Course Curriculum
Topic – 1 Introduction to SAP CRM
- What is SAP CRM?
- Understand the Architecture of SAP CRM
- Learn SAP CRM Business Scenarios
- CRM Business Partner and landscapes
- Understanding CRM User Interface
- Learning Interface technology and subprocesses in SAP
- Enhancing Workbench Easily
Topic – 2 User Interface(Web UI) in SAP CRM
- Overview of CRM Architecture and Landscape
- Understanding Navigation Bar and Work Area
- Distinguishing SAP CRM UIs
- Overview of Component Workbench
- Profiles of Navigation Bar and Business Roles
- Personalization and Customization in Web UI
- Overview and Technical Architecture of WebClient UI
- Working with Business Object Layer (BOL) and Generic Interaction Layer (GENIL)
- Web Client UI Configuration Tool and SDK
Topic – 3 Marketing Management
- Concepts of Lead and Campaign Management
- Marketing Planning & Execution
- Marketing Analytics & Reporting
- Managing Segmentation and List
Topic – 4 Sales Management
- Activity & Account Management
- Opportunity and Territory Management
- Quotation & Order Management
- Pipeline Performance Management
- Analytics of Sales and Reporting
Topic – 5 Base Customization of SAP CRM
- Customization for SAP CRM Objects
- Basic SAP CRM Data
- Enterprise Partner and Organizational Design
- Region Management and Product Leader CRM Business Transactions
- Activity Management and CRM Middleware Sales and Billing
- Replication Administration and Error Handling
- Introduction to Error Handling and Monitoring
Topic – 6 SAP CRM Solution Overview
- Overview of SAP CRM Modules and Functionality
- Integration with Other SAP Suites
- E-Commerce of SAP CRM
- SAP CRM for Industries and Channel Administration
- SAP Domain Applications
Topic – 7 SAP CRM Architecture
- Overview of SAP CRM Web UI and Middleware
- Application Platform
- SAP CRM Marketing & Sales
- Interaction Center and Services
- Concepts of PCM-Partner Channel Management
- SAP CRM Analytics
Topic – 8 Interaction Center (Web Client)
- Overview of Interaction Center Functions
- IC Web Client Profile and Manager Portal
- Communication Architecture and Launch Script
- Alerts and Broadcast Message
- Concepts of Agent Function Processing
- Rule Policies: ERMS and IDI
Topic – 9 SAP CRM Middleware Overview
- Middleware Architecture and Configuration
- Concepts of Initial and Delta Load
- Queue Management and Error Handling
- Mapping and Conversion
- Synchronizing Business Partner and Data Transfer
- Middleware Tracking & Administration
- Performance Tuning concepts
- Integration with SAP ECC and BW
- Exchange of Data between SAP and Non-SAP systems
- Integration with other SAP modules
- Enhancements and Customizations in Middleware
Topic – 10 Understanding Lead and Opportunity Management
- Lead Qualification and Conversion
- Understand Lead Analytics and Reporting
- Identifying Opportunity
- Assessment and Qualification of Opportunity
- Opportunity Analytics and Reporting
Topic – 11 Quotation and Order Management
- Overview of Quotation and Order Management
- Quotation & Order: Management Process and Configuration
- Copying Control among the Quotations and Orders
- Managing Pricing and Billing
- Managing Credit
- Handling Returns and Cancellation
- Output Management for Quotations and Orders
- Managing ATP & Availability Check
- Order Analytics & Reporting
- Concepts of Rebate Processing
Topic – 12 SAP CRM Analytics and Reporting
- Understanding Reporting Tools and Framework
- CRM Interactive Reporting and OLAP Analysis
- Standard Reports and Dashboards
- Web-Based Reporting & Real-Time Analytics
- Building and Changing Reports and Dashboards
- Data Extraction and Analysis with SAP BW
- Concepts of BO BI Integration
- CRM Analytics and Reporting Enhancements
- Analytical Process Design and Optimization
Topic – 13 Concepts of Service and Campaign Management
- Managing Service Request
- Handling Complaints and Returns
- Managing Service Contracts and Orders
- Management of Installed Base
- Service Analytics and Reporting
- Learn CRM Marketing and Execution
- Managing Lead and Execution of Campaign
- Effectiveness and Reporting of Campaign
Topic – 14 Managing Business Partner
- Business Partner Configuration and Customization
- Hierarchy Management
- Relationships and Roles of Business Partner
- Business Partner Grouping and Segmentation
- Partner Determination and Workflow Management
- Partner Channel and Contract Management
- Partner Analytics and Reporting
Topic – 15 SAP CRM Pricing
- Configuration and Condition Techniques
- Pricing Procedures and Determination Rules
- Pricing in Sales and Services
- Concepts of Rebate Processing
- Managing Agreement
- Integration with ECC and Pricing Improvements
Topic – 16 Master Data Management
- Overview of Business Partner
- Understanding Product Master Data
- Organizational and Territory Management
- Master Data Replication and Governance Concepts
- Data Quality and Validation and Techniques of Mapping
- Data Model Enhancements
- Integration and Analytics of Data Model
