Objective

Minimum Prerequisites

Participants should have minimum 1 year business, sales, customer service experience

Included Labs

As per the training manual provided

What will you learn?

Introduction to ERP and SAP

• Introduction to SAP.
• Overview of ERP and SAP - SAP Terminology
• Introducing frequently used SAP terminology.
• Logging in to a SAP system
• SAP logon process for Windows
• Basic SAP Navigation - the basic SAP screen components, moving between menus, T-code   searches and other commonly used functions.
• End User Customization - customizing some SAP screens. Using T-codes – View user   information, logged in users, user creation, sending messages, technical and functional modules.
• Various SAP functional modules, log off from SAP system - SAP logoff process for Windows,   SAP services, co-operative business scenarios, mySAP.com
• Enterprise Structure

Overview of SAP CRM system and its connectivity with other SAP systems - SAP SD (Sales & Distribution) and SAP BW

1. Organizational structures in SAP R/3
2. Master Data
3. Creating and processing Sales Orders
5. Sales document types
6. Item categories
7. Schedule line categories
8. Document flow
9. Copying control
10. Partner determination
11. Creating and processing deliveries, Delivery type

Overview of the SAP CRM solution

1. Introduction to: Fundamentals and architecture of mySAP CRM
2. CRM Architecture a. Components of CRM Architecture b. Different systems used within CRM landscape
3. CRM Master Data a. Business Partners b. Products
4. Business Transactions in CRM
5. Marketing Planning and Campaign Management
6. Internet Sales
7. CRM Interaction centre 8. CRM Mobile Sales

SAP CRM Customizing Fundamentals (SAP CRM Sales Management)

1. CRM basic data:
a. Business partner
- Sold to Party - Ship to Party
- Bill to Party
- Payer

b. Organizational model
- Create Organization Model
- Maintain Organization Model

c. Product master
- Product Types: Material, Service, Finance, Financial Services, IP

d. Customizing settings for each object

2. CRM business transactions
a. Overview of generic functions in business transactions (includes transaction types / Item categories and their determination)

b. Activity management - Business Activities - Tasks
c. Customizing for these objects

3. Process control and determination
- Partner determination
- Partner Processing

4. Pricing and Billing in mySAP CRM Sales
- Pricing Procedure
- Condition Types
- Condition Tables
- Access Sequence
- Pricing Determination

5. Actions
a. Action Profile

b. Conditions

6. CRM Middleware
a. Connecting SAP R/3 back-end system to SAP CRM system:
- CRM Middleware / administration console
- Messaging BDoc
- Initial load / delta load / request
- Data flow, configuration and monitoring

SAP CRM-Service Management

1. Overview of CRM Service
2. Install Base, Individual Object
3. Service Contract and Entitlement
4. Planned Services
5. Service Order Management
6. Complaints and Returns
7. In House Repair
8. Enterprise Intelligence
9. E-Service
10. Service Analytics

Important topics like Key differences between SAP CRM 4.0, SAP CRM 5.0 and the latest SAP CRM 7.0

Support provided for SAP CRM certification.

Interactive sessions for learning i.e. Quiz’s etc.