Course       : SAP CRM
Type           : Hands-On Classroom Training
Duration    : 70 hours
Schedule    : 6 weekends 
Start Date : April 11th, 2009

Contact      : Email – training@alphasynopsys.com ; Phone – (586) 435-7009 
Cost            : Please call or schedule an appointment
Call to register. Few seats are available

Who should attend this course?
• Professionals wanting to change their career to SAP
• OPT students looking for an excellent career & H1B visa sponcership is available for selected     candidate
• Professionals with sales, service, marketing and call center knowledge

Benefits
• Gain excellent billing rates / salary in the marketplace
• Invest in your skill sets to get hired quickly
• Gain SAP complete lifecycle experience via a case study

About the Instructor
• Experienced CRM Professional with 15+ years of IT experience
• Big 4 consulting experience
• Worked for multiple fortune 100 companies
• Several years of professional teaching experience
• Very approachable and supportive

Course Content:

Day 1 & 2
• Introduction to SAP CRM
• Architecture and components
• Master Data
   - Business partner
   - Organizational model
   - Product master
• CRM business transactions
• Activity management
• Partner determination
• Actions

Day 3 & 4
• SAP CRM Sales
   - Overview
   - Visit planning
   - Activity management
   - Territory management
   - Opportunity Management
   - Copy control
   - Quotation management
   - Order management
   - Contract management
   - Pricing
   - Rebate processing

Day 5 & 6
• SAP CRM Service
   - Overview 
   - Installed base management 
   - Service contract processing 
      - Service agreements
      - Service contracts
      - Service plans
      - Usage -based service contract
   - Service order processing:
      - Resource planning
      - Service confirmation
      - Service billing 
   - Complaints and returns processing:
      - Complaints and returns
      - In-house repair processing 
   - Warranty claims 
   - Case management

Day 7 & 8
• Interaction Center (IC) 
   - Introduction, terminology 
   - Architecture, landscape 
   - Agent functions and processes in the IC 
   - Creating IC profiles 
   - Configuring components 
   - IC management functions:
      - Management call lists
      - Interactive Scripting
• CRM Middleware 
   - Connecting an SAP back-end system to an SAP CRM system
      - Messaging BDoc
      - Initial load / delta load / request
      - Data flow, configuration and monitoring 
   - Connecting an external system using the XIF adapter

Day 9 & 10
• Case study (Perform a complete lifecycle of a project)

Day 11
• Soft skills
• Interview and resume preparation
• Certification guidance
• Placement assistance