Course Content:

1. Introduction to SAP R/3, CRM 5.0 and ECC 6.0
   SAP Overview
   R/3 Foundation & Architecture
   What is ECC 6.0 (Enterprise Central Component)
   Business transactions and Objects
   Business Scenarios
   Different Interfaces
   Navigation
   
   
2. Sales and Distribution (SD) Overview
   Introduction
   Foundation & Architecture
   Customer Master and Company codes
   Sales Org Structure
   Pricing
   Business Process in SD
   Document Types
   Difference between SD & CRM
   
   
3. SAP CRM 5.0 Solution Overview
   Introduction to SAP CRM 5.0
   SAP CRM Webclient & UI Changes
   Foundation & Architecture
   SAP CRM Analytics
   SAP CRM Marketing
   SAP CRM Channel Management
   SAP CRM Sales
   SAP Service
   SAP CRM Interaction Center
   SAP CRM Field Applications
   SAP CRM for Industries
   SAP CRM Implementation & Operation
   
   
4. SAPCRM 5.0 Middleware
   Middleware Overview
   What is XI (Exchange Infrastructure) and PI (Process Integration)
   Data Exchange Between Systems
   
   
5. SAPCRM 5.0 IPC (Internet Pricing and Configurator)
   Overview
   IPC Configuration Guide
   
   
6. SAPCRM 5.0 Internet Sales
   Foundation & Architecture
   Contract Processing
   Order Processing
   E-Marketing
   E-Selling
   E-Service
   
   
7. SAP Mobile 5.0 Sales and Service
   Mobile Sales & Service Benefits
   Mobile Sales & Service Features
   Different functionalities in Mobile Sales and Service
   
   
8. SAPCRM 5.0 Base Customizing (CR100)
   Overview of CRM 5.0 Server Technology and User Interfaces
   Business partner
   Organizational Management
   Territory Management
   Product master
   Transactional Processing
   Activity Management
   Partner Processing
   Pricing
   Actions
   Billing
   CRM Middleware
   SAP Solution Manager
   People Centric CRM
   
   
9. SAPCRM 5.0 Marketing (CR600)
   Marketing Planning and Campaign Management
   Difference between CRM 5.2 marketing and CRM 5.0 marketing
   Trade Promotion Management
   Customer Segmentation
   Product Proposals
   Campaign Automation
   External List Management
   Lead Management
   Marketing Analytics
   
   
10. SAP CRM 5.0 Sales (CR300)
    Opportunity Management
    Difference between CRM 5.2 sales and CRM 5.0 sales
    Copy Control
    Contract Management
    Quotation and Order Management
    Overview of Incentive and Commission Management
    
    
11. SAP CRM 5.0 Service (CR700)
    IBase Management
    Difference between CRM 5.2 service and CRM 5.0 service
    Service Order Management
    Case Management
    Resource Planning
    Planned Services
    Service Confirmation
    Billing in Service
    Service Contracts and Entitlement
    Complaints and Returns
    e-Service
    Service Analytics
    
    
12. SAP CRM Interaction Center WinClient [Call Center – SAP GUI] (CR400)
    Architecture and technology
    Agent functions and processes in the IC
    Creating of IC Profile
    Configuring Components
    Action Box Configuration
    IC Management functions: (Call List, Scripting)
    IC Manager Dashboard
    Call List Management
    Interactive Scripting
    IC Workforce Management
    
    
13. SAP CRM 5.0 Interaction Center WebClient [Call Center – Web Based) (CR410)
    Architecture and technology
    Difference between CRM 5.2 call center and CRM 5.0 call center.
    Agent functions and processes in the IC
    Creating of IC Profile
    Configuring Components
    Action Box Configuration
    IC Management functions: (Call List, Scripting)
    IC Manager Portal:
    IC Manager Dashboard
    Call List Management
    Interactive Scripting
    IC Workforce Management
    
    
14. Project Methodology
    Real time Business Scenario
    ASAP Roadmap
    Real time Business Process Procedure
    Best Practices
    Solution Manager Overview
    Project Templates
    
    
15. Project Management
    What is Project Management
    Developing Documentation & Presentation skills
    Roles and Responsibilities
    How to develop Consultant Attributes
    How to run a Meeting Effectively
    How to build a Team
    Day to day Activities