This document outlines training content for SAP CRM, including functional and technical courses. The functional course covers introduction to SAP CRM, marketing, sales, service, and the CRM user interface. The technical course covers SAP CRM fundamentals, customizing SAP CRM, experience with the CRM user interface, and base customization. Both courses include lessons on key areas like business partners, organizational management, and customizing various aspects of the SAP CRM software and user experience.

1. SAP
CUSTOMER
RELATIONSHIP
MANAGEMENT
TRAINING

2. SAP CRM Functional Course Content
Introduction to SAP CRM
Marketing
Sales
Service
CRM User Interface ( Web UI)
SAP CRM

3. SAP CRM Technical Course Content
SAP CRM Fundamentals
Base Customization of SAP CRM
Experience on SAP CRM User Interface
Customizing SAP CRM
CRM User Interface ( Web UI)
SAP CRM

4. Introduction to SAP CRM
• CRM Customizing Fundamentals
• Over view of CRM Architecture
• Business Partner
• Business categories
• BP Roles & Grouping, BP Relationships
• Business partner Hierarchy
• Organizational Management
• Organizational Model, Org
Determination
• Territory Management
• Territory Hierarchy Levels

5. Introduction to SAP CRM
• Product Master
• Attributes & Set Type, Hierarchies &
Categories,
• Product types, Maintain Products
• Transactional Processing
• Business Transactions
• Item Category
• Activity Management
• Business Activities
• Partner Processing

6. Marketing
• Marketing Planner & Campaign
Management
• Marketing Calendar
• Personalized Mail Forms
• Segment Builder
• Customer Segmentation, Attribute List ,
Info sets
• Product Proposals
• Campaign Automation
• External List Management
• Lead Management
• Lead Questionnaire

7. Sales
• Opportunity Management
• Sales Cycles in Opportunity
management.
• Surveys and Questionnaire in
Opportunity management
• Order Management
• Contract management
• Copying Controls
• Sales Cycle, Tools–Buying Centre &
Sales Agent
• Special functions in order management

8. Service
• Service order management
• Complaints and Returns
• In-House Repair Management
• Installed Base management
• Installed Categories IB
• Components
• Objects, Object Family
• Assign Object Family to IB Category
• Service agreements and service
contracts
• Warranty claims

9. CRM User Interface ( Web UI)
• UI concepts and UI V’s SAP GUI
• Business roles
• Authorization roles
• Navigation bar profile
• Work center link group
• Direct links and logical links
• Enhancing the existing business roles
• Linking business role to org model.
• Transaction launcher

10. SAP CRM Fundamentals
• Introduction to SAP CRM
• Basics and Architecture
• SAP CRM Marketing
• SAPCRM Sales
• SAP CRM Services
• SAP CRM Web Channel
• SAP CRM Partner Channel
Management
• SAP CRM Interaction Center
• SAP CRM Field Applications
• SAP CRM Analytics

11. Base Customization of SAP CRM
• SAP CRM Overview
• Business Partners
• Organizational Management
• Product Master
• Transaction Processing
• Activity Management
• Partner Processing
• Actions
• People Centric CRM

12. Experience on SAP CRM User
Interface
• Describe the different UI elements and
know how to personalize them
• Explain the concept of Business Roles
and know how to maintain them
• Understand the Navigation Bar
• Customizing and how to integrate other
web
• Get a basic understanding of the
architecture of the User Interface
• Understand the UI Configuration Tool
and perform layout changes
• Explain the Design Layer Concept

13. Experience on SAP CRM User
Interface
• Perform customer specific
enhancements with the Easy
Enhancement Workbench
• Explain the Component Enhancement
Concept
• Explain how to create skins to adapt the
UI to your corporate identity
• Understand Web Services and the Web
Service Tool

14. Customizing SAP CRM
• Business Layer
• Generic Interaction Layer: Basics
• Business Object Layer: Transactional
Services
• Enhancement of Data Model with the
Application Enhancement Tool
• Enhancement of Generic Interaction
Layer Components
• Simple Objects
• Presentation Layer
• UI Component Development and
Enhancement Concepts
• Views, View Sets, Custom
Controller,Window, Navigation

15. Customizing SAP CRM
• Component Interface and Usage of
Components
• Cross component Navigation
• Implementation of Value helps
• Editable Overview Pages
• Tables in views
• Transaction context
• Component Enhancement Examples
• UI Types
• Global Data Context
• UI Configuration, Transaction Launcher