CRM Concepts & Customer Experience
Overview of SAP S/4HANA CRM
SAP CRM vs S/4HANA CRM
Embedded CRM Capabilities in S/4HANA
Business Partner Concept
BP Roles (Customer, Contact, Prospect)
Customer-Vendor Integration (CVI)
Master Data Governance Basics
Sales Organization
Service Organization
Sales Areas
Organizational Assignments
Leads & Opportunities
Sales Quotations
Sales Orders
Pricing & Availability Check
Credit Management Overview
Service Requests
Service Orders
Installed Base & Equipment
Service Contracts
SLA Management
Activity Management
Tasks, Appointments & Visits
Customer Interaction Center (CIC) Basics
Communication Channels
CRM–SD Integration
CRM–FI Integration
CRM–MM Integration
Integration with SAP C4C / SAP FSM
CRM Operational Reports
Sales & Service KPIs
Embedded Analytics
Fiori Apps for CRM
CRM Authorization Concepts
Roles & Profiles
CRM Customizing
Enhancements Overview