SAP CRM Online for Working professional by Sapphire Global Consulting Services

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
Actions
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.
Additional functions
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 (mobile):
CRM Middleware: synchronizing BDoc and consolidated database.
Minor / major realignment.
Analytical CRM
Analytical methods:
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.