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SAP CRM FUnctional Online Training

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Course type: Online Instructor led Course

Platform: Through GOTO Meeting

Course ID: 9316

Course type: Online Instructor led Course

Platform: Through GOTO Meeting

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About SrinivasGlory

We stay with you until you get the results you want. If you really interested, please let me know . We will arrange the Demo Session, Feel Free to call us any time

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Glory IT Technologies
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About the Course

SAP CRM Functional Online Training is Offering at Glory IT Technologies. CRM stands for Customer Relationship Management and is a set of methodologies and tools that helps to manage customer relationship in an organized way.
More than ever, in today’s challenging business environment, best-run companies are staying focused on their most valuable assets – their customers. Companies seek to retain their best customers and maximize the effectiveness of every customer interaction – whether it’s sales, service, or marketing.

Topics Covered

Course Content: ERP- SAP CRM 7.0 EHP 2(F)
SAP History and Evolution
CRM 7.0 EHP2 Overview
SAP CRM – The Complete Solution
CRM architecture & Component Integration
Careers @ SAP CRM
ASAP Methodology
SAP CRM Applications
Introduction to IDES
SAP Easy Access and IMG
CRM Functional Roles & Responsibilities

Base Customization:
Organization Management
Elements of Organization Model
Creating position, employee & user
Organizational attributes
Organizational Data determination
Sales Structure in ECC
Account Management
BP type & roles, Grouping
BP Relationships
Partner Functions
Configuring field attributes
Number Range Settings
BP Fact Sheets
Account Classification & Hierarchy
Customer & Vendor Master in ECC
Employee Master Data

Product Master
Product type & Grouping
Hierarchies, Category dissent type and attributes
Number assignments
View id Basic settings Relationship of Products

Transaction Processing
Leading Transaction Categories (Marketing, Sales, Service)
General Structure of Business Transaction Types
Item Category Determination & Usages
Copying Control for Business Transactions
Basic Functions in Business Transactions

Activity Management
Define activities and activity management
Configure a transaction type for activities
Describe the survey integration
Describe groupware integration
Partner Processing
Partner Function Categories & Partner function:
Access sequences,
Partner Determination Procedure
Organizational Data determination
Text Determination Procedure
Date Management
Status Management
Change History

Options for processing actions
Configure actions profiles & Condition Types
Action monitor to launch actions
Describe the Internet Pricing and Configurator (IPC)
Essential features of the condition technique
Describe the pricing functions
Make certain settings in pricing Customizing
Carry out condition maintenance in SAP CRM
CRM Billing
Creating Billing Units
Billing Document Types
Billing Document Procedure

CRM Marketing:
Solution Overview Of CRM Marketing
Marketing planning and Campaign management
Create & Maintain Campaigns
Personalized Mails
Multi-Channel Execution
Status Management
Authorization Group
Campaign Automation
Create marketing attributes and assign them to business partners.
Create data source and prepare attribute lists.
Perform target group creation using segment builder
External List ManagementLead Management
Lead Generation
Lead Qualification
Lead Distribution
Lead Questionnaire
Product Proposals
Down-, Up-, Cross Selling
Product Association Rules
Top N List
Loyalty Management Trade Promotion ManagementCoupon Management

CRM Sales:

Overview Of CRM Sales
Structure Of Sales Transactions
Significance of Header and Item Category Control Data
Opportunity Management
Sales Methodology
Sales Cycle
Sales Assistant
Buying Center
Budget Forecast
Competitor Analysis
Sales Contract Management
General Functions
Quantity Contracts
Value Contracts
Releasing Contracts
Quotation Management Order Management Pipeline Management
Rebate Management
Special Functions
Product Determination
Free Goods
Listing and Exclusion
Availability check
Credit Check
Document Flow ERP Sales Order CRM Service:
Solution Overview Of CRM Service
Installed Base Management And Objects
Structure Of I-Base
I-Base Components
Object Family
Service Agreements and Service Contracts Management
Structure Of Service Contract & Agreements
Price Agreements
Billing Of Service Contract
Cancellation Procedure
Actions for reminders
Condition Group
Service Plans Service Quotation Management Service Order Management
Service Conformations
Amount Allocation
Service Billing
Complaints & Return Management In-House Repair Order Warranty Claim Management
Investigative Case Management
IT Service Management
Incident Management
Problem Management
Change Request
Knowledge Article.
Resource Management SAP CRM Middleware:
Architecture Overview
Basic Concepts of CRM Middleware
Data Exchange with ECC Backend
CRM Middleware Operations
Queue Administration
Administration Console Settings
Replication Data From ERP –> CRM, CRM —> ERP
Business Partners (Customer, Vendors)
Contact Persons
Equipment Records (IBASE)
Replication Data From HCM –> CRM
Employee Master Records
HR Organization Structure
CRM User Interface: (WEB UI)

Technical Role Definition
Define Navigation Bar Profile
Define Function Profile
Define Layout Profile
Transaction Launcher
Define Work Centers
Define Logical Links
Business RolesERMS Rule Policies Email Templates
Categorization Schema /Modular.
Web UI Component Configuration & Web UI enhancement

CRM Interaction Center web Client (IC Web):

Work Center settings, User settings
Configuring The Functional Profile Id’s
IC Web Client Business roles
CTI Integration for Help desk /service desk
Email Integration
Agent Inbox.

E-Mail Response Management System

Service Manager Profiles
ERMS Policies
Recipient Distribution

Product catalogue maintenance
Catalogue Area and views maintenance
Web Shop Administration B2B and B2C
Personalized Product Proposals on Web Shops
Transactions Maintenance in Web Shop


Overview on CRM All Modules END to END Business Process
Functional Specifications
CRM System Landscape
Testing Life Cycle in CRM
Solution Manager
Support Tickets

ASAP Methodology:

ASAP Over view
Project Preparation
Business Blue Print
Final Preparation
Go-Live & Support
Development Server
Quality Server
Production Server
ASAP Roadmap Structure Project Management in ASAP Project Management Overview:

Implementation Project
Support Project
Upgrade Project
Roll-out Project
Resume PreparationFAQ’s
Interview Tips

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Key Takeaways

SAP CRM Functional


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