CR100. CRM Customizing Fundamentals COURSE OUTLINE. Course Version: 15 Course Duration: 5 Day(s)

CR100 CRM Customizing Fundamentals. COURSE OUTLINE Course Version: 15 Course Duration: 5 Day(s)

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Contents ix Course Overview 1 Unit 1: SAP EHP2 for SAP CRM 7.0 1 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

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.

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

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

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

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

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

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

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

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

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

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

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

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