Goals

  • Use the basic knowledge a CRM solution consultant requires for all consultant profiles

Audience

  • Solution consultants responsible for implementing Customer Relationship Management with SAP CRM

Prerequisites

Essential

  • Basic business knowledge of CRM processes and concepts
  • TCRM10CRM – Fundamentals I

Recommended

  • Knowledge of SAP ERP sales business processes; for example:
  • TSCM60Order Fulfillment I or
  • SCM600Business Processes in Sales Order Management

Course based on software release

  • SAP CRM 7.0 EHP3
  • SAP ERP Central Component 6.0 EHP7

Content

  • Customizing fundamentals for CRM – CRM business transactions
    • Overview of generic functions in business transactions
    • Activity management
    • Customizing for these objects
  • Customizing fundamentals for CRM – Process control and determination
    • Partner determination
    • Actions
    • Overview of pricing in CRM
    • CRM billing
  • CRM Middleware: basic concepts of CRM middleware, replication administration, data exchange, monitoring, and error handling
  • User interface (UI) technology in SAP CRM
  • Case Study: implementation of example scenarios using specific business processes
  • Certification examination on the content of the coursesTCRM10andTCRM20