SAP CRM (Functional) Training

Module 1 – Introduction of SAP
CRM

What is SAP CRM?

Importance and features of SAP CRM

Business partners

Sales and marketing

SAP solution manager

Module 2 – Business partners

Duties of business partners

Ranges and classifications

Types and hierarchies of BP

SAP CRM Queries

Relationships

Installation and configuration

ECC

Module 3 – Organization model

What is SAP CRM organization
model?

CRM vs EQ organization model

Mapping of ECC

Marketing, sales, service
functions

Attributes, division, Features and
distribution channels

Responsibility and rule types

Data determination

Middleware settings

Module 4 – Product

Product customization on stand
alone

What is categories and hierarchies?

Relationship and condition process

Assigning applications to various
functions

Customization of product with ECC

Defining and downloading
categories and hierarchies

Material, attributes, products and
set types download

Develop service and warranty of the
product

Module 5 – Base customization

Type of transaction

Identifying category of the item

Control copy

Status and Data profile

Text determination process

Partner and action determination
process

CRM pricing

Subject profile

Pricing conditions and procedures
download from ECC

Module 6 – WebUI

Role of business

Authorization and duties of PFCG
for various business roles

Technical and navigation bar
profile

Assigning business roles to
organization model

Module 7 – Sales

Sales agreement

Opportunity management

Sales order and quotation

Lead management

Module 8 – Service

Complaints and returns with
credit, debit and SLA

I base

Service agreement and contract

Service ticket and requests

Service letter

In-house repair

Module 9 – IC

Determining the account

Management of case

Fact sheet

Call list

Alerts

Agent inbox

Broadcast message

Configuration and routing rules of
ERMS