SAP CRM TECHNICAL


Solution Overview(Introduction)
• Getting to know mySAP CRM
• mySAP CRM - The complete solution
• CRM architecture & Component integration
• Key capabilities of mySAP CRM
• Channels of interaction
• Careers @ mySAP CRM 2007
Base Customization/Master Data (SAP CRM7.0 & SAP ECC 6.0)
• Overview of CRM Server Technology
• Account Management (Business Partner master)
• Product master
• Organization management
• Territory management
• Transactions processing
• Items Categories
• Activity management
• Partner processing
• Status Profile
• Actions
• Pricing fundamentals (ECC 6.0)
• Condition technique and pricing procedure determination (ECC 6.0)
CRM 7.0 Web UI Configuration
• Interface Overview
• IC Business Role
• Navigation bar Profile
• Logical Links
• Layout Profile
• Technical Profile
• Component Workbench
Marketing
• Introduction
• Marketing planning & Campaign management
• Marketing Calendar
• Marketing Analytics
• Segmentation of business partners
• Segment builder tool
• Personalized mail forms
• External list management
• Product Proposal
• Lead Management
Sales
• The Sales cycle
• Opportunity Management
• Copying control
• Process in Quotation and Order Management
• Quotation Management
• Order Management
• Special Functions in Quotation and Order Management
• Visit Planning
• Contract Management
• Status Management
• Transactions processing
• Partner processing
Service
• Overview of CRM Service
• Installed Base Management and Individual Objects
• Service Agreements and Service Contracts
• Service Plans
• Service Order Management
• Product Service Letters
• Complaints and Returns Management
• Warranty
• Case Management
E-commerce (Internet Sales)
• Introduction
• B2B and B2c scenarios
• Product catalog
• Product proposals
• Top n products
• Cross selling
• Up selling
• Down selling
Customer Interaction Center (Web Client)
• Interaction center overview
• Framework and components
• IC Web functions
• Communication Architecture
• Creating IC Business Role
• Configuring profiles of IC Business Role
• Account Identification Profile
• Agent Inbox settings
• Alert Modeling
• Scripting
• Category Modeler
Mobile Sales
• Introduction
• Architecture and setup
• Administration console
• Client console
• Mobile application studio
• Mobile repository server
Middleware
• CRM Middleware Overview
• Concepts of Middleware
• Administration Console
• Adapter Objects
• Initial Load, Delta Load
• BDocs and types of BDocs
• BDoc Modeler
• Data exchange between R/3 backend
• Monitoring and Error handling