CRM TECHNOLOGY & CHANNEL

CRM TECHNOLOGY & CHANNEL

CR410 3 daysCRM InteractionCenter WebClient

CR410ECRM InteractionCenter WebClient

CR500 3 daysCRM Middleware

CR580 4 daysSAP CRM UserInterface

DCR71 1 dayEnhancements inSAP CRM 7.0EHP1

DCR71R 3 hoursEnhancements inSAP CRM 7.0EHP1

OCR70OKP SAPCustomerRelationshipManagement(CRM) 7.0

OCR71SAP EHP1 forSAP CRM 7.0

SAPCRM 3 daysOverview of theSAP CRMSolution

The SAP Customer Relationship Management features a dynamic new user interface that gives business users the power to easily access allrelevant information to best serve customers. The Web UI provides a new groundbreaking, Web-based, and role-oriented interface that is bothuser configurable and personalizable being easily adapted for customers requirements. The course CR580 (SAP CRM User Interface) isintroducing this technology to technically interested customer and project team members.With the course CR500 (CRM Middleware) you gain insights into topics of connecting the SAP back-end system with the SAP CustomerRelationship Management (SAP CRM) application including CRM middleware, administration console, messaging BDoc, initial load / delta loadrequest, data flow, configuration and monitoring, connecting an external system using the XIF adapter, and the architecture and technicalconfiguration for mobile solutions.

CR410CRM Interaction Center WebClient

Duration3 days

Prerequistes Essential* SAPCRM Overview of the SAP CRM solution* CR580 SAP CRM User Interface Recommended* Knowledge of SAP CRM processes* CR100 SAP CRM Customizing Fundamentals

DeliveryClassroom

Audience* Members of project teams who are involved in implementing the SAP CRM Interaction Center WebClient* SAP consultants and partners* Customers who work with the SAP CRM Interaction Center WebClient

Content* IC Agent functions* IC Marketing and Sales* IC Service* IC Web Client Functions and Profiles* Communication Architecture* Agent Inbox* Rule Modeler* Category Modeler* IC Manager functions

Goals* Course participants will get to know Interaction Center WebClient (IC WebClient) specific processes as well as IC WebClient specificfunctions and corresponding customizing settings.

Software* SAP CRM 7.0 EHP1* SAP ERP Central Component 6.0 EHP5

CR410ECRM Interaction Center WebClient

Duration

Prerequistes Essential* SAPCRM Overview of the SAP CRM solution* CR580 SAP CRM User Interface Recommended* Knowledge of SAP CRM processes* CR100 SAP CRM Customizing Fundamentals

DeliveryE-learning

Audience* Members of project teams who are involved in implementing the SAP CRM Interaction Center WebClient* SAP consultants and partners* Customers who work with the SAP CRM Interaction Center WebClient

Content* IC Agent functions* IC Marketing and Sales* IC Service* IC Web Client Functions and Profiles* Communication Architecture* Agent Inbox* Rule Modeler* Category Modeler* IC manager functions

Goals* Course participants will get to know Interaction Center WebClient (IC WebClient) specific processes as well as IC WebClient specificfunctions and corresponding customizing settings.

Software* SAP CRM 7.0* SAP ECC 6.0

Notes* Please note that this course is a shortened, recorded version of the related virtual live classroom course. For the recorded version theinstructor has selected key topics that were considered of relevance. Please be aware that not all topics from the virtual live classroomcourse may be covered in the electronic version of the course due to time limitations

CR500CRM Middleware

Duration3 days

Prerequistes Essential* SAPCRM Overview of the SAP CRM solution* Basic knowledge of SAP Technology (SAP Netweaver) Recommended* CR100 CRM Customizing Fundamentals

DeliveryClassroom

Audience* Customers, SAP consultants and partners who are responsible for configuring and operating the CRM Middleware

Content* Introduction to the CRM architecture and CRM Middleware* Connecting an SAP back-end system to an SAP CRM system: -> CRM Middleware / Administration Console -> Messaging BDoc -> Initial load / delta load / request load -> Data flow, configuration and monitoring* Connecting an external system using the XIF adapter* Business Warehouse adapter* Groupware adapter* Architecture and technical configuration for field applications (mobile)

Goals* Have an overview of the internal data processing of the CRM Middleware* Be able to set up and monitor the connection of the CRM Middleware to the SAP ECC system that is connected* Be able to monitor the flow of data within the CRM Middleware* Understand the principles of the data distribution model for mobile clients

Software* SAP CRM 7.0 EHP1* SAP ERP Central Component 6.0 EHP5

CR580SAP CRM User Interface

Duration4 days

Prerequistes Essential* SAPCRM Overview of the SAP CRM solution* Fundamental knowledge of SAP technology Recommended* CR100 CRM Customizing Fundamentals* IC WebClient UI experiences

DeliveryClassroom

Audience* Customers, SAP consultants and project team members who are responsible for configuring the SAP CRM WebClient User Interface.

Content* SAP CRM User Interface Overview* UI Concept* Customizing of Business Roles* Navigation Bar Customizing and Transaction Launcher* Architecture* UI Configuration* Application Enhancement Tool and Easy Enhancement Workbench* Component Enhancement Concept* Skin Configuration

Goals* Gain an overview of the CRM WebClient User Interface* Adapt the CRM WebClient User Interface using customizing and standard tools* Implement simple customer specific enhancements

Software* SAP CRM 7.0 EHP1* SAP ERP Central Component 6.0 EHP5

Notes* The course CR580 refers to the CRM WebClient User Interface which was introduced with SAP CRM 2007. This course introducesstandard CRM tools which can be used to realize typical UI changes. This course does not focus on UI development, e.g. development ofcustomer-specific UI components or views.

DCR71Enhancements in SAP CRM 7.0 EHP1

Duration1 day

Prerequistes Essential* General knowledge of SAP CRM Recommended* None

DeliveryClassroom

Audience* Customers interested in Innovations & Enhancements with EHP1 for SAP CRM 7.0* Project Leads* Consulting Managers* Consultants who want to gain an overview of the concept of Enhancement Packages including some Enhancements highlights of SAPCRM

Content* Enhancement Package Concept -> Basics of SAP Enhancement Package Concept, including Switch Framework and Business Functions -> Overview of the Implementation Process of Enhancement Packages* Examples of generic Cross Solution Highlights with EHP1 for SAP CRM 7.0 -> CRM WebClient UI Framework Enhancements -> CRM Analytics Enhancements -> CRM Performance and Infrastructure Enhancements -> Overview of Application- and Channel specific Highlights with EHP1 for SAP CRM 7.0 -> Key Innovations in CRM Marketing -> Key Innovations in CRM Sales -> Key Innovations in CRM Service -> Key Innovations in CRM Interaction Center -> Key Innovations in CRM Partner Channel Management

Goals* Understand the Enhancement Package Concept, the relevance of Business Functions, the use of switch framework and the activationsteps of Enhancement Packages at glance* Explain the Cross Solution Highlights coming with SAP CRM 7.0 Enhancement Package 1* Understand the Solution Specific Highlights coming with EHP1 for SAP CRM 7.0 on a high level basis

Software* SAP CRM 7.0, EHP1

Notes* The goal of this course is to give a broad and comprehensive high level overview of Enhancements in SAP CRM coming with SAP CRM7.0 EHP1.* The technical aspects of Enhancement Packages implementation are not covered in DCR71. For detailed technical information to planand implement Enhancement Packages attend ADM327 Enhancement Package Implementation.

DCR71REnhancements in SAP CRM 7.0 EHP1

Duration3 hours

Prerequistes Essential* General knowledge of SAP CRM Recommended* None

DeliveryE-learning

Audience* Customers interested in Innovations & Enhancements with EHP1 for SAP CRM 7.0* Project Leads* Consulting Managers* Consultants who want to gain an overview of the concept of Enhancement Packages including some Enhancements highlights of SAPCRM

Content* Enhancement Package Concept -> Basics of SAP Enhancement Package Concept, including Switch Framework and Business Functions -> Overview of the Implementation Process of Enhancement Packages* Examples of generic Cross Solution Highlights with EHP1 for SAP CRM 7.0 -> CRM WebClient UI Framework Enhancements -> CRM Analytics Enhancements -> CRM Performance and Infrastructure Enhancements -> Overview of Application- and Channel specific Highlights with EHP1 for SAP CRM 7.0 -> Key Innovations in CRM Marketing -> Key Innovations in CRM Sales -> Key Innovations in CRM Service -> Key Innovations in CRM Interaction Center -> Key Innovations in CRM Partner Channel Management

Goals* Understand the Enhancement Package Concept, the relevance of Business Functions, the use of switch framework and the activationsteps of Enhancement Packages at glance* Explain the Cross Solution Highlights coming with SAP CRM 7.0 Enhancement Package 1* Understand the Solution Specific Highlights coming with EHP1 for SAP CRM 7.0 on a high level basis

Software* SAP CRM 7.0, EHP1

Notes* Course length: 3 hours* The goal of this course is to give a broad and comprehensive high level overview of Enhancements in SAP CRM coming with SAP CRM7.0 EHP1.* The technical aspects of Enhancement Packages implementation are not covered in DCR71. For detailed technical information to planand implement Enhancement Packages attend ADM327 Enhancement Package Implementation.

OCR70OKP SAP Customer Relationship Management (CRM) 7.0

Duration

Prerequistes Essential* * The SAP CRM 7.0 Learning Maps are designed for qualified project participants. You require:* Knowledge equivalent to a consultant certification for SAP CRM 2007* More than 12 months project experience Recommended* None

DeliveryE-learning

Audience* Consultants* Technology Consultants* Support Consultants

Content* SAP CRM Roles (also Technology and Support Consultants) -> Sales -> Service -> Marketing -> Interaction Center -> Web Channel -> Partner Channel Management -> IT Service Management -> Mobile Field Applications -> Technology* SAP CRM 7.0 Industry Roles -> Media -> Public Sector -> Service Parts Management -> Telecommunications -> Utilities

Goals* Describe SAP CRM 7.0* Plan SAP CRM 7.0* Implement SAP CRM 7.0

Software

Notes* This content is provided by SAP’s Online Knowledge Products. Information regarding Online Knowledge Products and instructions onhow to access the Online Knowledge Products are available: http://service. sap.com/okp * Course Length: ~ 180 hours* All materials are online

OCR71SAP EHP1 for SAP CRM 7.0

Duration

Prerequistes Essential* * The SAP EHP 1 for SAP CRM 7.0 Learning Maps are designed for qualified project participants. You require:* Knowledge equivalent to a consultant certification for SAP CRM 7.0* More than 12 months project experience Recommended* None

DeliveryE-learning

Audience* Solution and Technology Consultant

Content* Solution and Technology Roles: -> Core -> Sales -> Service -> Marketing (incl. Loyalty Management) -> Interaction Center -> Web Channel -> Partner Channel Management (incl. MDF and CCM) -> IT Service Management -> Mobile Field Applications -> Technology* Solution and Technology Roles: -> Industry -> Banking -> Consumer Products -> Waste & Recycling -> High Tech -> Media -> Public Sector -> Service Parts Management -> Telecommunications -> Utilities

Goals* Describe SAP EHP1 for SAP CRM 7.0* Plan SAP EHP1 for SAP CRM 7.0* Implement SAP EHP1 for SAP CRM 7.0

Software

Notes* This content is provided by SAP’s Online Knowledge Products. Information regarding Online Knowledge Products and instructions onhow to access the Online Knowledge Products are available: http://service. sap.com/okp * Course Length: ~ 300 hours* All materials are online

SAPCRMOverview of the SAP CRM Solution

Duration3 days

Prerequistes Essential* None * Recommended* None Recommended* None

DeliveryClassroom

Audience* Customers, project team members and interested parties who want to have an overview of SAP Customer Relationship Managementand the processes that it covers* SAP consultants and partners

Content* Introduction to: -> Fundamentals and architecture of SAP CRM -> SAP CRM Marketing -> SAP CRM Web Channel (E-Commerce) -> SAP CRM Partner Channel Management -> SAP CRM Sales -> SAP CRM Interaction Center -> SAP CRM Service -> SAP CRM Field Applications -> SAP CRM Analytics -> Implementation & operation of SAP CRM

Goals* The course gives you an understanding of how you can benefit from implementing SAP CRM scenarios.

Software* SAP CRM 7.0 EHP1* SAP ERP Central Component 6.0 EHP5

Notes* The course is structured using a case study of the functional and channel-oriented key areas and scenarios in SAP CRM.* The course includes demonstrations and exercises in the system.* This course is an introduction to SAP CRM, it does not explain how to set up (Customize) the scenarios that are shown.

Additional Information

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