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Business Package Business Functions for SAP Customer Relationship Management Components and Functions Master Data Basic Functions Marketing Sales Service Interaction Center Field CRM Web Channel Partner Channel Management Service Parts Management (SPM) SAP CRM for Industries Analytics BI Content Business Intelligence Data Exchange and Mobile Technologies

1. MASTER DATA

Master Data Organizational Management in SAP CRM Territory Business Partners Products Product Packages Objects Listings Partner/Product Range Product Catalog Installed Base Management Warranty Management Counters and Readings Solution Database Contract Object

2. BASIC FUNCTIONS
Basic Functions Help Center E-Mail Worklist Business Transaction CRM Access Control Engine

Administration of the CRM Access Control Engine (ACE) Background of the CRM Access Control Engine (ACE) Partner Processing Date Management (CRM-BF-DAT) Text Management CRM Content Management Pricing Billing Free Goods Product Configuration Output Determination Actions Template Designer Survey Tool Payment Card Processing Cash on Delivery Entitlement Management Funds Management Claims Management Campaign Determination Credit Management Using External Reference IDs Multilevel Categorization Software Agent Framework (SAF)

Web Event Capture and Web Analysis Guide Reporting CRM Interactive Reports Xcelsius Dashboards Condition Technique Data Archiving SAP Business Workflow Enhancements with the Easy Enhancement Workbench in SAP CRM UI Framework and Configuration Web Services

3. MARKETING
Marketing Lead Management Trade Promotion Management Marketing Projects Management Personalized Mail Segmentation External List Management Account Planning Product Proposals Digital Asset Management

4. SALES

Sales Account Planning Activity Management Opportunity Management Sales Transactions Contracts and Agreements Availability Check Taxes Rebate Processing CRM Incentive and Commission Management

5. SERVICE
Service Generic Functions in Service Service Contracts and Service Plans Usage-Based Service Contract Management Warranty Management Warranty Claim Processing Product Service Letters Service Order Templates Template References Service Order Quotations Dates in Service Orders and Service Order Quotations Service Orders

Dates in Service Orders and Service Order Quotations Data Exchange for Service Orders: CRM Server # SAP ECC / SAP APO Web Requests Complaints and Returns In-House Repair Orders Service Confirmations Service Resource Planning Case Management

6. INTERACTION CENTER
Interaction Center Interaction Center WebClient E-Mail Response Management System Integrated Communication Interface Software Agent Framework (SAF) Solution Database

7. FIELD
Field Getting Started with Mobile Applications Mobile System Maintenance (MSY) Mobile Sales Mobile Service Mobile Client Companion Setting Up the Mobile Client Companion

Mobile Client Companion Administration Mobile Sales Online