Course Objective

This certification path will teach you fundamentals of the 2007 release of the SAP Customer Relationship Management (SAP CRM) application. Armed with this comprehensive understanding of SAP CRM basics and navigation, you'll be able to work within a team to apply your knowledge to your company's SAP CRM implementation.

Course Outline

Overview of CRM Application

• Fundamentals and architecture
• Overview of key areas

Customizing fundamentals for CRM Basic Data:

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

Basic concepts of CRM middleware

• Replication administration
• Data exchange
• Monitoring
• Error handling

Customizing fundamentals for CRM Basic Data:

• Business partner
• Organizational model
• Product master
• Customizing settings for each object

Customizing fundamentals for CRM - process control and determination

• Partner determination
• Actions
• Overview of pricing in CRM
• CRM billing

Specialization 1 - Sales

• 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 Centre

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

Case Study