1) Base Customization CRM Architecture Business Partner Organizational Management Product Master Transaction Processing Activity Management Partner Processing Action Pricing Billing

2) SAP CRM Sales Opportunity Management Copying Control Quotation & Order Management Contract Management Incentive and commission

3) SAP CRM Service Installed Base Management Service Agreement and Service contract Service Plan Service Order Management Complaints & Returns Warranty Management

4) SAP CRM Marketing Marketing Planner and Campaign Management Customer segmentation Campaign Automation Lead Management External List Management

5) SAP CRM Interaction Centre Agent Function Agent Inbox IC Webclient Profile IC Manager Portal Communication Architecture Script, Alerts

6) SAP CRM Webclient UI Concept Business Role and Authorization role Navigation Bar Profile Linking Business role to Org Model Transaction Launcher

7) SAP CRM Middleware Middleware overview Object Management Business Object Customizing Condition Objects Administration Console Error Handling and Monitoring Integration