Foundation & Architecture of mySAP CRM

mySAP CRM Marketing

mySAP CRM E-Commerce

mySAP CRM Channel Management

mySAP CRM Sales

mySAP Interaction Center WinClient

mySAP Interaction Center WebClient

mySAP Service

mySAP Field Applications (with focus on Mobile Service)

mySAP CRM for Industries

Implementation & Operation of mySAP CRM

CRM Basic data & Customizing settings for these objects

Business partner

Organizational model

Territory Management

Product master CRM Business Transactions

Overview of generic functions in business transactions

Activity Management (including Activity Journal and Groupware Integration)

Transaction type and item category customizing for these objects.

Process control and determination

Partner determination customizing

Overview of Pricing in CRM

Actions (Output determination)

CRM Billing

CRM Middleware Overview

Basic concepts of CRM middleware

Replication administration

Monitoring & error handling People Centric CRM

Basic elements and features of People-Centric CRM

Brief overview of Customizing for People Centric CRM

The tool for customizing PCC

Enterprise Portal Solution Manager

Project Preparation Phase

Business Blueprint Phase

Realization Phase

CRM Interaction Center

Getting started, terminology

Architecture landscape – CTI, MCIS, Business routing.

Work Center settings, User settings

Agent functions and processes in the IC

Agent Inbox and Email configuration

Creation of the IC Profile

Configuring Components

IC Management functions such as Call Lists and scripting.

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