SAP ERP

1. Introduction

• Introduction to ERP
• Overview on SAP Modules and CRM Sub-Modules
• Architecture of SAP-CRM
• ASAP Methodology and Implementation Road-Map

2. Customizing Fundamentals (Master Data)

• Overview of Accounts and Business Partners
• Account Classification Options and Account Hierarchies
• Data Exchange with the SAP ERP Systems

3. Organization Management

• Create/Change Org Structure for Sales/Service/Marketing Scenarios
• Organizational Data Determination

4. Product Master

• Basic Features of the Product Master
• Set Types, Attributes, Categories and Hierarchies

5. Basic Functions

• Partner Determination Procedure
  • Partner Functions
  • Access Sequence
  • PDP Rules
• Text Determination Procedure
  • Text Types and Text Objects
  • Access Sequence
• Action Profile
• Date Profile
• Status Profile
• CRM Pricing
  • Condition Technique and Condition Maintenance Group
• Activity Management

6. Marketing

• Overview of Marketing Management in SAP  CRM
• Marketing Planning and Campaign Management
• Segmentation of Business Partners
• Communication Methods, Mail Forms and Conditions (ERMS)
• External List Management
• Special Functions and Features in Campaign management
• Lead Generation and Qualification
• Survey Management
• Product Proposal

7. Trade Promotion Management (TPM)

• Overview of CRM TPM
• Integration with CRM, R/3, APO and BI
  • CRM TPM Configuration
• Master Data Setup for TPM Scenario
• Trade Promotions
• Trade Spend Maintenance
  • Spend Type, Spend Category and Spend Method
  • Pre-Dip, Post-Dip Dates
• Standard Condition Generation
• Condition Technique
• Condition Maintenance Group
• Funds Management
  • ERP TPM Configuration
• Condition Technique
• Pricing for Discounts
• Campaign Determination
  • CRM & BI TPM INTEGRATION
• Planning Profile Group Integration with BPS Layouts
• Key Figure Planning – Baseline/Uplift
• TPM Reports Integration with BI System

• Introduction to CRM Middleware
• SAP CRM Middleware Architecture
• Connecting on SAP Back-End system (e.g. R/3 System) to an SAP-CRM System
• Sites, Subscriptions & Publication Management
  • Object Management
  • Business Objects
  • Condition Objects
  • Customizing Objects
• Replication
  • Initial Load
  • Delta Load
  • Replication Monitor
  • Monitoring of Queue’s
  • Inbound
  • Outbound
• BDoc’s
  • Messaging BDoc’s
  • Sync BDoc’s
  • Components of BDoc Messages
• Error Handling Procedure

9. Sales

• Overview of Sales Process including Transactions Item Categories
• Opportunity Management and Sales Methodology
• Copy Control
• Quotation Management
• Order Management
• Special Functions in Quotation Management and Order Management
• Item Categories Management
• Territory Management
• Contract Management
• Pipeline Performance Management

10. Service

• Overview of Service Process
• Installed Base Management and Objects
• Service Agreement and Service Contracts
• Complaints and Returns Management
• Service  Order Management
• Warranty Management
• Case Management
• In-House Repair
• Service Plans

11. Web-User Interface

• Overview and Evolution of WEB-UI
• UI Concepts
• PFCG Roles
• Business Roles
• Navigation Bar Profile
• Technical Profile
• Role Configuration Key
• Layout Profile
• AET
• EEWB – Adding new Fields of WEB-UI
• Transaction Launcher
• Skin Configuration

12. IC-WEB CLIENT (Customer Interaction Center)

• Overview of IC-WEB Client
• Account Identification
• Customizing IC-WEB Client Profiles
  • IC Manager
  • IC Agent
• Agent Inbox
• E-Mail Response Management System (ERMS) and Order Routing with Rule Modeler
  • IC-Functions
  • Interactive Scripting
  • Broadcast Messaging
  • Call List Management