SAP CRM Functional

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