SAP CRM 4.0 & mysap CRM Edition 2004: Learning Map for Service Consultants

Transcription

1 SAP CRM 4.0 & mysap CRM Edition 2004: Learning Map for Service Consultants RECENT UPDATES VIEWER SOFTWARE SEARCH Step 1: Learn What You Need Update your core competence - must know Step 2: Prepare for Your Project Learn which implementation tools, guides, and support are available Learn how to access the tools and content and how to get support RELATED WORKSHOPS LIVE EXPERT SESSIONS SELF-TEST Q & A Open All / All Back to Top Update Your Core Competence - Must Know Service Overview SAP CRM 4.0 & mysap CRM Edition 2004 Open/ Duration: 4:30 hours At the end of this unit you will be able to: Explain the Service enhancements and new scenarios released with SAP CRM 4.0 and mysap CRM Edition 2004 Explain the complete offering of SAP CRM Service gfedc Overview Presentation: Service SAP CRM 4.0 & mysap CRM Edition 2004 Presentation (PPT) 240 mins (118 pages) July 2004 Once you have completed this presentation, you will be able to explain the various scenarios and the value proposition of the SAP CRM Service with SAP CRM 4.0 and mysap CRM Edition gfedc Service Business Content SAP ebook (PDF/WAV) 30 mins Aug. 28, 2003 After completing this ebook, you will be able to explain the business content delivered with SAP CRM 4.0 for Service. Service Planning & Forecasting Open/ Duration: 2:56 hours At the end of this unit you will be able to: Explain and demonstrate the Service Planning & Forecasting scenario Configure the Service Planning & Forecasting scenario gfedc A Detailed View: Planned Services Presentation (PPT) 95 mins (39 pages) Once you have completed this presentation, you will be able to explain the Planned Services scenario, its Sept. 23, 2003 value proposition, its processes and its features and functions. gfedc Planned Services - Business View SAP Tutor (SIM) 31 mins (93 steps) After completing this SAP Tutor session, you will be able to explain and demonstrate the Planned Services scenario.

2 gfedc Planned Services - Customizing View SAP Tutor (SIM) 40 mins (122 steps) After completing this SAP Tutor session, you will be able to configure the Planned Service scenario. gfedc Service Planning & Forecasting - Documentation SAP Library (HTM) Use this link to the SAP Library to obtain comprehensive SAP documentation on this topic. gfedc Service Planning & Forecasting - Self Test Self-Test (HTM) 10 mins (7 questions) Use this self test to validate your knowledge of Service Planning & Forecasting. Customer Service & Support Open/ Duration: 20:46 hours At the end of this unit you will be able to explain, demonstrate and configure the enhancements in the area of Customer Service & Support. gfedc Service Contract & Entitlements (SIE for SAP CRM 4.0) Presentation (PPT) 120 mins (50 pages) July 2004 Once you have completed this presentation you will be able to explain the Service Contract & Entitlements functionality in SAP CRM 4.0 with the new features of the Service Industry Extensions 2004 (SIE). gfedc Service Contract & Entitlements (Primarily Warranty) - Business View SAP Tutor (SIM) 13 mins (39 steps) After completing this SAP Tutor session, you will be able to demonstrate the enhanced Service Contract & Entitlements functionality. gfedc Service Contract and Entitlements (Primarily Warranty) - Customizing View SAP Tutor (SIM) 27 mins (82 steps) After completing this SAP Tutor session, you will be able to configure Service Contracts and Entitlements. gfedc Revenue Recognition - Basics (SIE for SAP CRM 4.0) SAP Tutor (SIM) 12 mins (36 steps) July 2004 Once you have completed this tutorial you will be able to explain the revenue recognition in CRM and R/3. gfedc Revenue Recognition - Prerequisites (SIE for SAP CRM 4.0) SAP Tutor (SIM) 33 mins (100 steps) Aug. 27, 2004 Once you have completed this tutorial you will be able to demonstrate the new features of the revenue recognition in CRM and R/3.

3 gfedc Revenue Recognition - Customizing View (SIE for SAP CRM 4.0) SAP Tutor (SIM) 17 mins (53 steps) Aug. 27, 2004 Once you have completed this tutorial you will be able to customize the revenue recognition in CRM and R/3. gfedc A Detailed View: Case Management Presentation (PPT) 80 mins (34 pages) After completing this presentation, you will be able to explain the Case Management scenario. gfedc Case Management - Business View SAP Tutor (SIM) 17 mins (53 steps) After completing this SAP Tutor session, you will be able to explain and demonstrate the Case Management scenario. gfedc Case Management - Customizing View SAP Tutor (SIM) 18 mins (56 steps) After completing this SAP Tutor session, you will be able to configure the Case Management scenario. gfedc A Detailed View: Complaints and Return Processing Presentation (PPT) 180 mins (75 pages) Sept. 26, 2003 After completing this presentation, you will be able to explain the Complaints and Return Processing scenario. gfedc Complaints and Returns Management - Application View SAP Tutor (SIM) 20 mins (61 steps) After completing this SAP Tutor session, you will be able to explain and demonstrate the Complaints and Returns Management scenario. gfedc Complaints and Returns Management - Customizing View SAP Tutor (SIM) 7 mins (22 steps) After completing this SAP Tutor session, you will be able to configure the Complaints and Return Management scenario. gfedc Service Order Management (SIE for SAP CRM 4.0) Presentation (PPT) 155 mins (65 pages) April 6, 2004 After completing this presentation you will be able to explain the Service Order Management scenario, including the new features of the Service Industry Extensions 2004 (SIE). gfedc Service Order Management with Logistic Integration (SIE for SAP CRM 4.0) SAP Tutor (SIM) 38 mins (115 steps) July 2004 Once you have completed this tutorial you will be able to explain and demonstrate the process of the procurement of spare parts and services: You may create a purchase order, a purchase requisition, a reservation or a purchase order with regard to an external vendor. The tutorial also describes the enhancements of the Service Industry Extension (SIE).

4 gfedc Service Quotation and Order Management - Demo Lesson - Basics SAP Tutor (SIM) 22 mins (68 steps) After completing this SAP Tutor session, you will be able to explain the Service Quotation and Order Management scenario. gfedc Service Quotation and Order Management - Interactive Lesson - Business View SAP Tutor (SIM) 27 mins (82 steps) After completing this SAP Tutor session, you will be able to demonstrate and configure the Service Quotation and Order Management functionality. gfedc Counter Integration - Basics SAP Tutor (SIM) 17 mins (53 steps) After completing this SAP Tutor session, you will be able to explain the Counter Integration functionality. gfedc Counter Integration - Interactive Lesson SAP Tutor (SIM) 36 mins (110 steps) After completing this SAP Tutor session, you will be able to demonstrate and configure the Counter Integration functionality. gfedc Amount Allocation - Demo Lesson - Basics SAP Tutor (SIM) 13 mins (39 steps) After completing this SAP Tutor session, you will be able to explain Amount Allocation functionality. gfedc Amount Allocation - Interactive Lesson - Business View SAP Tutor (SIM) 36 mins (109 steps) After completing this SAP Tutor session, you will be able to demonstrate and configure the Amount Allocation functionality. gfedc A Detailed View: Enterprise Intelligence Presentation (PPT) 120 mins (52 pages) Once you have completed this presentation you will be able to demonstrate the new features of Enterprise Intelligence in SAP CRM Service 4.0. gfedc A Detailed View: Software Agent Framework Presentation (PPT) 160 mins (70 pages) Once you have completed this presentation you will be able to demonstrate the functionality of the Software Agent Framework. The Software Agent Framework is a collection of services and engines contained in an open framework allowing customers to easily and flexibly assemble information from multiple data sources. gfedc A Detailed View: Auto-Suggest Presentation (PPT)

5 Once you have completed this presentation you will be able to demonstrate the functionality of Auto- Suggest. The Auto Suggest of Solutions service classifies textual problem descriptions to enable automatic Solution recommendations. 60 mins (25 pages) gfedc IIA Migration to SAF Presentation (PPT) 100 mins (40 pages) The Interactive Intelligent Agent (IIA) has been replaced with the Software Agent Framework (SAF) which utilizes the TREX search engine. This migration impacts several areas, including the search in the IC WinClient, the standalone search and customizing. These changes are outlined in the attached presentation. gfedc Customer Service & Support - Documentation SAP Library (HTM) Use this link to the SAP Library to obtain comprehensive SAP documentation on this topic. gfedc Customer Service & Support - Self Test Self-Test (HTM) 18 mins (12 questions) Use this self test to validate your knowledge of Customer Service & Support. Resource Planning & Optimizing Open/ Duration: 2:56 hours At the end of this unit you will be able to: Explain and demonstrate the enhancements in the area of Resource Planning & Optimizing Set up the above mentioned enhancements gfedc A Detailed View: Resource Planning & Optimizing Presentation (PPT) 120 mins (50 pages) Once you have completed this presentation, you will be able to explain the enhancements in the area of Nov. 6, 2003 Resource Planning & Optimizing with SAP CRM 4.0. gfedc Resource Planning (Appointment Offering, Status Handling & Groupware Integration) SAP Tutor (SIM) 25 mins (76 steps) After completing this SAP Tutor session, you will be able to explain and demonstrate the enhancements of Resource Planning with SAP CRM 4.0. gfedc Resource Planning (Qualifications) SAP Tutor (SIM) 24 mins (72 steps) After completing this SAP Tutor session, you will be able to explain the integration of qualifications in the resource planning process (incl. configuration). gfedc Resource Planning & Optimizing - Documentation SAP Library (HTM) Use this link to the SAP Library to obtain comprehensive SAP documentation on this topic.

6 gfedc Resource Planning & Optimizing - Self Test Self-Test (HTM) 7 mins (5 questions) Use this self test to validate your knowledge of Resource Planning & Optimizing. Service Operations Management Open/ Duration: 4:41 hours At the end of this unit you will be able to explain, demonstrate and configure the new features in the area of Service Operations Management. gfedc A Detailed View: In-House Repair Presentation (PPT) 165 mins (69 pages) After completing this presentation, you will be able to explain the enhancements in the area of In-House Sept. 26, 2003 Repair with SAP CRM 4.0. gfedc Inhouse Repair - Business View SAP Tutor (SIM) 16 mins (50 steps) May 5, 2003 After completing this SAP Tutor session, you will be able to explain and demonstrate the In-House Repair functionality. gfedc A Detailed View: Product Service Letter Presentation (PPT) 60 mins (26 pages) After completing this presentation, you will be able to explain the enhancements in the area of Product Sept. 23, 2003 Service Letter with SAP CRM 4.0. gfedc Product Service Letter - Creation SAP Tutor (SIM) 13 mins (39 steps) After completing this SAP Tutor session, you will be able to explain and demonstrate how to create a Product Service Letter and automatically trigger the creation of a Sales Order. gfedc Product Service Letter - Templates SAP Tutor (SIM) 7 mins (24 steps) After completing this SAP Tutor session, you will be able to explain and demonstrate Product Service Letter templates. gfedc Product Service Letter - Customizing View SAP Tutor (SIM) 13 mins (42 steps) After completing this SAP Tutor session, you will be able to cnfigure the Product Service Letter functionality. gfedc Service Operations Management - Documentation SAP Library (HTM)

7 Use this link to the SAP Library to obtain comprehensive SAP documentation on this topic. gfedc Service Operations Management - Self Test Self-Test (HTM) 7 mins (5 questions) Use this self test to validate your knowledge of Service Operations Management. Support Desk for mysap.com Solutions Open/ Duration: 1:52 hours At the end of this unit you will be able to explain and demonstrate the Support Desk functionality for mysap.com Solutions. gfedc Overview: Support Desk for mysap.com Solutions Presentation (PPT) 100 mins (41 pages) After completing this presentation, you will be able to explain the Support Desk fucntionality for Oct. 8, 2003 mysap.com Solutions. gfedc Support Desk for mysap.com Solutions SAP Tutor (SIM) 12 mins (37 steps) After completing this SAP Tutor session, you will be able to demonstrate the Support Desk functionality for mysap.com Solutions. Service Integration Open/ Duration: 5:39 hours At the end of this unit you will be able to explain and demonstrate the integration of CRM service scenarios with CO, FI and logistics. gfedc CO Integration (SIE for SAP CRM 4.0) Presentation (PPT) 165 mins (69 pages) April 6, 2004 After completing this presentation you will be able to explain the integration of CRM service processes with CO including the new features of the Service Industry Extensions 2004 (SIE). gfedc FI Integration (CRM Billing) Presentation (PPT) 110 mins (46 pages) After completing this presentation, you will be able to explain the CRM service integration with FI and Sept. 17, 2003 billing. gfedc Service Order Management with SAP R/3 Billing (SIE for SAP CRM 4.0) SAP Tutor (SIM) 13 mins (39 steps) Aug Once you have completed this tutorial you will be able to explain and demonstrate the enhancements of the ERP Billing. gfedc Controlling Integration - Business View SAP Tutor (SIM) 19 mins (60 steps)

8 After completing this SAP Tutor session, you will be able to explain and demonstrate the CRM service integration with CO. gfedc Controlling Integration - Customizing View SAP Tutor (SIM) 18 mins (55 steps) After completing this SAP Tutor session, you will be able to configure the Controlling Integration for CRM Service. gfedc Logistic Integration - Business View SAP Tutor (SIM) 14 mins (44 steps) After completing this SAP Tutor session, you will be able to explain and demonstrate the CRM Service integration with logistics. gfedc Logistic Integration - Customizing View SAP Tutor (SIM) 13 mins (40 steps) After completing this SAP Tutor session, you will be able to configure the Logistic Integration for CRM Service. Business Productivity Package (BPP) for SAP CRM 4.0 Open/ Duration: 1:59 hours At the end of this unit you will be able to explain or demonstrate the new features of the Business Productivity Package (BPP) for CRM Service. gfedc The Service Manager (BPP for SAP CRM 4.0) SAP ebook (PDF/WAV) 12 mins Once you have completed this ebook you will be able to: May 5, 2004 Explain or demonstrate the new features of the Service Manager gfedc Service Representative (BPP for SAP CRM 4.0) SAP ebook (PDF/WAV) 12 mins Once you have completed this ebook you will be able to: May 5, 2004 Explain or demonstrate the new features in this role. gfedc Customer Factsheet (BPP for SAP CRM 4.0) Document (PDF) 95 mins (16 pages) May 18, 2004 The Customer Fact Sheet provides you a full compliment of the necessary information to get a 360 degree view on your customer. Summary Open/ Summary After completing the section above, you should: Discuss open issues in the Live Expert Sessions Test your knowledge with a Self-Test

9 Equip yourself for onsite work in Step 2: Prepare For Your Project Do you think you are now ready for your next project? nmlkj Yes nmlkj No, because If you wish, you can extend your competence in the nice-to-know section below. Back to Top SAP Standard Training Open/ Extend Your Competence - Nice to Know Extend your knowledge by taking SAP standard training courses. SAP Standard Classroom Training: Online Training Catalog Website (HTM) Search and register for SAP standard training courses offered by SAP Education worldwide. Obtain an overview of the SAP CRM 4.0 standard training classroom course curriculum: mysap CRM Curriculum Save & Please remember to save & close whenever you leave this learning map. Back to Top See the statistics for this learning map