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SAP CRM 2007 & 7.0 Course Content
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Introduction to:
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Fundamentals and architecture of SAP CRM
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SAP CRM Marketing
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SAP CRM Web Channel (E-Commerce)
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SAP CRM Sales module
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SAP CRM Interaction Center
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SAP CRM Service module
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SAP CRM Field Applications
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Implementation & operation of SAP CRM
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SAP CRM Utilities
Overview on SD
CRM Middleware
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CRM 580 -USER Interface CRM 2007,7.0 UI configurations ( BSP application MVC overview )
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- Detailed overview on CRM 2007 UI
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- Component workbench customisations for BSP application at UI level
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- Revision on what all discussed and hands on session, test
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- Business roles customising ,PFCG ,role config keys ,navigation bar profile customising
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- configuration for workcenters ,logical link groups direct link
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- CRM Detail over view , BP Master Data overview
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- UI Concept ,component workbench hands on sessions
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- Navigation Bar Customizing and Transaction Launcher,
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- Architecture BSP overview on Genil layer BOL layer
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- UI Configuration
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- Easy Enhancement Workbench and Application Enhancement Tool
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- Component Enhancement Concept
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- Skin Configuration
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CRM 100---Base customizing
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- CRM basic data:
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- Account Management
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- Organizational model
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- Product master
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- Customizing settings for each object
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- CRM business transactions
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- Overview of generic functions in business transactions
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- Activity management
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- Customizing for these objects
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- Process control and determination
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- Partner determination
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- Basics concepts of CRM middleware
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- Introduction to the CRM WebClient User Interface
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- CRM business transactions
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- Overview of generic functions in business transactions
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- Customizing for these objects
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- opportunity mgmt
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- Partner determination
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- Overview of pricing in CRM
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- CRM billing
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- Basics concepts of CRM middleware
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- Introduction to the CRM WebClient User Interface
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CRM 700----Service
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- Service module overview and scenarios
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- Service ticket processing transactions
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- service order processing
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- Complaint management
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- Service contract processing
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- Call center service desk customisations settings
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- CTI overview and functionality
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- CRM 2007 and 7.0 UI configuration for service scenarios using service business roles
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- Service quotation
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- warranty management
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- resource planning tool
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- Installbase management
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- Case management
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- IT Helpdesk setup configurations
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CRM 600----Marketing
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- Overview of marketing management in SAP CRM
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- Marketing Plans and campaign management
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- Preparation and Execution of campaigns
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- Segmenting business partners
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- Marketing attributes
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- Graphical Modeler
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- Creating profiles and target groups
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- Personalized mail forms
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- Creating personalized e-mails
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- Lead Management
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CRM 300 -----Sales
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1. Opportunity management and Pipeline Performance Management
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2. Contract management
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3. Activity management in SAP CRM Sales order management, quotation management
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Interaction Center WinClient [Call Center – SAP GUI] (CR400)
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Interaction Center WebClient [Call Center – Web Based) (CR410)
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- IC Agent functions
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- IC Marketing and Sales
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- IC Service
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- IC Web Client Functions and Profiles
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- Communication Architecture
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- Agent Inbox
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- IC manager functions
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- IC Workforce Management
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CRM IS Utilities 7.0
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Base Customisation for IS Utilities
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1. Customization steps for Business Partner
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2. Stepwise explanation and data flow for Business Partner
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3. Customization Steps for Business Agreement
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4. Stepwise explanation and data flow for Business Agreement
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5. Customization Steps for Technical Data
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6. Stepwise explanation and data flow for Technical Data
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7.Advance customising in IS Utilities
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8 IC webclient UI business roles for IS utilities configurations
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9 other configurations and customisation areas
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