SAP CRM

SAP CRM Course Content

SAP CRM Basics

Introduction to SAP CRM

SAP CRM Scope & Dynamicity

SAP CRM Comparison with its peers CRM Functionalities

CRM Functionalities

CRM Business Processes

CRM Business Scenarios for different industries

Role of consultants & managers involved in projects

SAP CRM Architecture

ECC Architecture

CRM Architecture

ECC & CRM Connectivity

System Landscape

CRM Architecture different Systems

SAP CRM & ECC Integration – Part – 1

Settings needs to be maintained for integration

Logical systems & clients

RFC users & destinations

CRM connectivity configuration tables

Sites, Publications & Subscriptions

SAP CRM & ECC Integration -Part – 2

Initial load & Delta load

Object filtering

Middleware settings

Data exchange

Synchronization

Monitoring

Master Data

Master Data

Business partner

Business partner relationship

Business partner view, type, source

Number ranges

Groupings

Organization model

Structure

Creation of Organization model

Maintenance of Organization model

Business partners-Employees & Users

Attributes

Products

Products creation

Base category

Set types

Attributes

Transaction & Item Category

Creation & maintenance of transaction

Types of transactions

Creation & maintenance of Item Categories

Item category determination

PROFILES – Part – 1

Org.data determination Generic rule

Org. data determination Responsibility rule

Org. data determination profile

Partner determination procedure

Access Sequence

PROFILES – Part – 2

Action profile

Text Profile

PROFILES – Part – 3

Status profile

Date profile

Territory Management

Pricing – Part – 1

Pricing basics

Pricing procedures

Pricing – Part – 2

Pricing conditions

Pricing determinations

SAP CRM Marketing – Part – 1

CRM Marketing basics

Marketing plans & elements

Segmentation

SAP CRM Marketing – Part- 2

Campaign Management

ERMS & Response tracking

SAP CRM Sales – Part -1

CRM Sales basics

Sales processes

Lead Management

SAP CRM Sales – Part -2

Opportunity Management

Quotation Management

Sales Order Management

Sales Agreements

SAP CRM Service – Part -1

CRM Service basics

Service Process

Service Contacts

Service order Management

SAP CRM Service – Part -2

Service Request Management

Service Confirmations & plans

Service Level Agreements

Installed base Management

SAP CRM Web UI – Part – 1

Business roles

PCFG roles

Web UI Customizations

SAP CRM Web UI – Part – 2

Navigation Bar Links , Logical ,Direct Logical Links , Work Centres

Transaction Launcher

SAP CRM Web UI – Part – 3

Role Config. Key

AET(Application Enhancement Tool)

Interaction centre Customization & process

Project Management & System Landscape

Introduction & basics

Practical & real-life overview of project management

Implementation projects & Support Projects

Responsibilities of each consultant in a project team

Do’s & Don’ts

System Architecture

Development system

Test system

Production system

Transportation

ASAP Methodology, Project Preparation & Business Blueprinting

Project Prepartion

Business Blueprinting

Realization

Testing

Cut-over activities

Go-Live

Post go-live support

System landscape, users, authorizations & responsibilities giving

Understanding of all business processes & scenarios

Detailed Q & A session

AS IS & TO BE

Gap Analysis

RICEFW

Documentation

Realization & Testing

Functional Specification

Technical Specifications

Configurations & programming

System building

Identification of test scenarios

Test scripts writing

Functional unit testing

Integration testing

System process testing

User acceptance testing

Cut-over ,Go-Live & Post Go-Live Support

Key business user training

Cut-over activities

Go-live

Hyper care period support

Problem identification

Real time ticket resolving

Common issues Documentation

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