TCRM10 Contents

Course Overview
Course Goals
Course Objectives

Unit 1: Introduction to SAP CRM

What is CRM
SAP CRM Overview
Case Study

Unit 2: Basics and Architecture

Overview of SAP CRM Architecture
Channel Architecture
Introduction to the CRM WebClient User Interface

Unit 3: SAP CRM Marketing

Marketing Plan and Campaign Creation
Target Group Selection
Campaign Execution
Additional Topics in SAP CRM Marketing

Unit 4: SAP CRM Web Channel

E-Selling
E-Service
E-Marketing

Unit 5: SAP CRM Partner Channel Management

SAP CRM Partner Channel Management Overview
Roles in SAP CRM Partner Channel Management
Channel Commerce
Channel Marketing Funds

Unit 6: SAP CRM Sales

Account & Contact Management
Activity Management
Opportunity Management
Quotation and Order Management
Contract Management
Additional Topics in SAP CRM Sales
Unit 7: SAP CRM Interaction Center
Interaction Center Agent Functionalities
Interaction Center Management

Unit 8: SAP CRM Service

Installation Management and Objects
Service Contracts and Service Plans
Service Order Management
Additional Topics in SAP CRM Service

Unit 9: SAP CRM Field Applications

Mobile Sales and Service
Technical Aspects of Field Applications
Mobile Sales for Handhelds

Unit 10: SAP CRM Analytics

Overview of SAP CRM Analytics
Analytical Methods
Analysis Scenarios
Interactive Reporting

Unit 11: SAP CRM Implementation & Operation

SAP Solution Manager
Customizing SAP CRM

Unit 12: Account Management

Overview of Accounts and Business Partners
Account Classification Options and Account Hierarchies
Data Exchange with the SAP ERP System

Unit 13: Organizational Management

Organizational Model
Determination of Organizational Data in Transactions

Unit 14: Product Master

Basic Features of the Product Master
Set Types, Attributes, Categories, and Hierarchies
TCRM20 Contents
Course Overview
Course Goals
Course Objectives

Unit 1: Introduction
SAP CRM Introduction / Wrap up of TCRM

Unit 2: Transaction Processing

Structure of Transactions
Transaction Types Item Categories and Item Category Determination
Basic Functions in Business Transactions

Unit 3: Activity Management

Overview of Activity Management
Customizing Activities and Special Activity Functions

Unit 4: Partner Processing

Overview of Partner Processing
Customizing Partner Processing

Unit 5: Actions
Action Processing

Unit 6: CRM Pricing

Overview of Pricing
Condition Maintenance and Pricing Functions

Unit 7: CRM Billing

Overview of CRM Billing
Customizing CRM Billing

Unit 8: Introduction to CRM Middleware

Architecture Overview

Unit 9: Data Exchange with ERP Backend

Introduction
Customizing Synchronization
Download from ECC to CRM
Upload from CRM to ECC
Unit 10: CRM Middleware Operations
CRM Middleware: Monitoring
Error Handling
Data Integrity Manager & Requests
Troubleshooting Initial Load from R/3 to CRM
Troubleshooting Delta Load from R/3 to CRM
Troubleshooting Load from CRM to R/3

Unit 11: Data Exchange with 3rd Party Backend

External Interface Adapter (XIF)

Unit 12: BW (BI) Adapter Overview

Overview of the BI (Business Intelligence) Adapter

Unit 13: Groupware Adapter Overview

Overview of the Groupware Adapter

Unit 14: Introduction to CRM WebClient UI

UI Elements
Personalization

Unit 15: Business Roles

Business Role Overview
Business Role & Authorization Concept

Unit 16: Navigation Bar

Navigation Bar Customizing
Transaction Launcher Customizing

Unit 17: Architecture

UI Components
Generic Interaction Layer and Business Object Layer

Unit 18: UI Configuration

UI Configuration
Design Layer
Fact Sheet

Unit 19: Extensibility Tools

Easy Enhancement Workbench
Application Enhancement Tool
Unit 20: Component Enhancement Concept
Component Enhancement

Unit 21: Case Study