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SAP Training Overview
The course gives you an understanding of how you can benefit from implementing mySAP CRM scenarios. Course introduces the trainee to the term mySAP Customer Relationship Management (CRM) and its objectives, as well as looking at the basic and advanced levels of SAP CRM and explaining what SAP CRM can be used for. Furthermore, The course is structured using a case study of the functional and channel-oriented key areas and scenarios in mySAP CRM
SAP Training Course duration
50 Hours
SAP Training Course outline
Day1: MySAP CRM Solution Overview
Overview and Introduction to
Foundation & Architecture of mySAP CRM
mySAP CRM Analytics
mySAP CRM Marketing
mySAP CRM E-Commerce
mySAP CRM Channel Management
mySAP CRM Sales
mySAP Interaction Center
mySAP Service
mySAP Field Applicatins (with focus n Mobile Service)
mySAP CRM for Industries
Integration with other MySAP suite of modules
Day 2: CRM Base Customizing
CRM Basic data & Customizing settings for these objects:
Business partner
Organizational model
Territory Management
Product master CRM Business Transactions
Overview of generic functions in business transactions
Activity Management (including Activity Journal and Groupware Integration)
Transaction type and item category customizing for these objects.
Middleware settings:
Middleware connections to R/3, APO and CRM
CRM Business Partner - CRM Middleware
CRM Middleware – Sales and Billing
Basic concepts of CRM middleware
Replication administration
Monitoring & error handling
Day 3: Implement “Customer/Client Interaction Center”
Architecture landscape
Agent functions and processes in the IC
Define CIC Profile and Customer-Specific Workspaces
Define Front-office framework
Component Configuration
Action Box Configuration
CTI Configuration
Client Implementation Case Study - Live Exercise
Day 4: Implement “Internet Sales”
Architecture and landscape
Set up logical system and connection with OLTP R/3 and APO
Configuration of the CRM Server – Base Customizing
