CR100. CRM Customizing Fundamentals COURSE OUTLINE. Course Version: 15 Course Duration: 5 Day(s)
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1 CR100 CRM Customizing Fundamentals. COURSE OUTLINE Course Version: 15 Course Duration: 5 Day(s)
2 SAP Copyrights and Trademarks 2015 SAP SE. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE. The information contained herein may be changed without prior notice. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iseries, pseries, xseries, zseries, eserver, z/vm, z/os, i5/os, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company. Sybase and Adaptive Server, ianywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase, Inc. Sybase is an SAP company.
3 All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. These materials are subject to change without notice. These materials are provided by SAP SE and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. Copyright. All rights reserved. iii
4 iv Copyright. All rights reserved.
5 Typographic Conventions American English is the standard used in this handbook. The following typographic conventions are also used. This information is displayed in the instructor s presentation Demonstration Procedure Warning or Caution Hint Related or Additional Information Facilitated Discussion User interface control Example text Window title Example text Copyright. All rights reserved. v
6 vi Copyright. All rights reserved.
7 Contents ix Course Overview 1 Unit 1: SAP EHP2 for SAP CRM Lesson: Introducing CRM Functions and Architecture 1 Lesson: Using the WebClient UI and the SAP GUI 3 Unit 2: Account Management 3 Lesson: Managing Accounts 3 Lesson: Account Data Exchange with the SAP ERP System 3 Lesson: Classifying and Structuring Accounts 5 Unit 3: Organizational Management 5 Lesson: Maintaining Organizational Data 5 Lesson: Determining Organizational Data 7 Unit 4: Product Master 7 Lesson: Maintaining Products 7 Lesson: Setting Up Product Master Data 9 Unit 5: Transaction Processing 9 Lesson: Structuring SAP CRM Business Transactions 9 Lesson: Configuring CRM Business Transactions 9 Lesson: Configuring Basic Transaction Functions 11 Unit 6: Activity Management 11 Lesson: Maintaining Activities 11 Lesson: Configuring Activities 13 Unit 7: Partner Determination 13 Lesson: Determining Partners in Business Transactions 13 Lesson: Configuring Partner Determination 15 Unit 8: Action Processing 15 Lesson: Processing Actions in Business Transactions 15 Lesson: Configuring Actions 17 Unit 9: Introduction to CRM Pricing 17 Lesson: Checking General CRM Pricing Options 17 Lesson: Maintaining Price Conditions Copyright. All rights reserved. vii
8 19 Unit 10: CRM Billing 19 Lesson: Processing Billing Documents 19 Lesson: Configuring the SAP Customer Relationship Management (SAP CRM) Billing Application 21 Unit 11: CRM Middleware 21 Lesson: Overview of CRM Middleware 21 Lesson: Exchanging Data Between SAP CRM and SAP ERP 21 Lesson: Monitoring the Data Exchange 23 Unit 12: WebClient User Interface 23 Lesson: Using the CRM WebClient User Interface (UI) 23 Lesson: Configuring the WebClient User Interface (UI) viii Copyright. All rights reserved.
9 Course Overview TARGET AUDIENCE This course is intended for the following audiences: Application Consultant Project Manager IT Support Super / Key / Power User Copyright. All rights reserved. ix
10 x Copyright. All rights reserved.
11 UNIT 1 SAP EHP2 for SAP CRM 7.0 Lesson 1: Introducing CRM Functions and Architecture Check the key capabilities of the SAP CRM application Check the architecture options of the SAP CRM application Define the CRM Middleware Lesson 2: Using the WebClient UI and the SAP GUI Explain the role of the WebClient UI Personalize the WebClient UI Explain the role of the SAP GUI Copyright. All rights reserved. 1
12 Unit 1: SAP EHP2 for SAP CRM Copyright. All rights reserved.
13 UNIT 2 Account Management Lesson 1: Managing Accounts Maintain account data Maintain relationships Lesson 2: Account Data Exchange with the SAP ERP System Analyze ERP customer data Check the mapping of CRM business partner data with ERP customer master data Lesson 3: Classifying and Structuring Accounts Check marketing attributes Analyze account classification Check the account life cycle Display account hierarchies Copyright. All rights reserved. 3
14 Unit 2: Account Management 4 Copyright. All rights reserved.
15 UNIT 3 Organizational Management Lesson 1: Maintaining Organizational Data Explain the organizational model Lesson 2: Determining Organizational Data Configure organizational data determination in transaction processing Set up the organizational model automatically Copyright. All rights reserved. 5
16 Unit 3: Organizational Management 6 Copyright. All rights reserved.
17 UNIT 4 Product Master Lesson 1: Maintaining Products Maintain CRM product master data Maintain product relationships Download material master data Lesson 2: Setting Up Product Master Data Configure product master data Enhance product master data Copyright. All rights reserved. 7
18 Unit 4: Product Master 8 Copyright. All rights reserved.
19 UNIT 5 Transaction Processing Lesson 1: Structuring SAP CRM Business Transactions Analyze SAP CRM business transactions Lesson 2: Configuring CRM Business Transactions Configure transactions types Configure item categories Configure item category determination Configure copying control Lesson 3: Configuring Basic Transaction Functions Configure text determination Configure date management Configure status management Configure incompleteness checks Copyright. All rights reserved. 9
20 Unit 5: Transaction Processing 10 Copyright. All rights reserved.
21 UNIT 6 Activity Management Lesson 1: Maintaining Activities Analyze SAP CRM activities Evaluate surveys and activity journals Analyze Groupware integration (GWI) Lesson 2: Configuring Activities Configure CRM activities Copyright. All rights reserved. 11
22 Unit 6: Activity Management 12 Copyright. All rights reserved.
23 UNIT 7 Partner Determination Lesson 1: Determining Partners in Business Transactions Analyze partner processing Lesson 2: Configuring Partner Determination Configure partner functions Configure partner determination procedures Configure access sequences Copyright. All rights reserved. 13
24 Unit 7: Partner Determination 14 Copyright. All rights reserved.
25 UNIT 8 Action Processing Lesson 1: Processing Actions in Business Transactions Analyze options for action processing Lesson 2: Configuring Actions Configure action profiles and actions Configure conditions for actions Copyright. All rights reserved. 15
26 Unit 8: Action Processing 16 Copyright. All rights reserved.
27 UNIT 9 Introduction to CRM Pricing Lesson 1: Checking General CRM Pricing Options Explain CRM pricing principles Check elements of pricing customizing Analyze pricing functions Lesson 2: Maintaining Price Conditions Maintain price conditions Copyright. All rights reserved. 17
28 Unit 9: Introduction to CRM Pricing 18 Copyright. All rights reserved.
29 UNIT 10 CRM Billing Lesson 1: Processing Billing Documents Create a billing document Lesson 2: Configuring the SAP Customer Relationship Management (SAP CRM) Billing Application Check configuration options of the SAP CRM billing application Copyright. All rights reserved. 19
30 Unit 10: CRM Billing 20 Copyright. All rights reserved.
31 UNIT 11 CRM Middleware Lesson 1: Overview of CRM Middleware Verify the principles of data exchange using CRM Middleware Lesson 2: Exchanging Data Between SAP CRM and SAP ERP Exchange data between SAP CRM and SAP ERP Lesson 3: Monitoring the Data Exchange Monitor the data exchange between SAP CRM and SAP ERP Copyright. All rights reserved. 21
32 Unit 11: CRM Middleware 22 Copyright. All rights reserved.
33 UNIT 12 WebClient User Interface Lesson 1: Using the CRM WebClient User Interface (UI) Use the CRM WebClient UI business roles Lesson 2: Configuring the WebClient User Interface (UI) Configure the WebClient UI Copyright. All rights reserved. 23
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