SAP ISU CRM Functional Course Content

• IS-Utility/CCS application components
• Integration of IS-Utility/CCS with standard SAP system
• Execution of the most important business processes
• Customer information
• Master data
• Move-in/out handling
• Device maintenance
• Meter reading
• Billing and invoicing
• Energy data management
• Contract accounts receivable and payable
• Waste management
• Regional structure
• Scheduling
• Commercial master data
• Business partner
• Contract account
• Contract
• Technical master data
• Connection object
• Connection
• Premise
• Installation
• Point of delivery
• Device
• Equipment
• Functional locations
• Material

SAP CRM Sales

SAP CRM Marketing

SAP CRM Service

• Process overview: involved objects (SAP CRM/SAP IS-U/SAP BW)
• Process overview: utility contracts for residential customers, followup processes, and marketing for utilities
• Middleware: general concepts
• Middleware replication: integration of business partners and technical objects
• Products in SAP CRM, master data templates in SAP IS-Utility
• Replication of SAP CRM service contracts to SAP IS-Utility
• Initial download
• SAP IS-Utility contacts and SAP CRM activities
• Configuration of Interaction Center WinClient in SAP CRM
• Settings regarding marketing campaigns
• Processes in IC WebClient, KAM Portal for commercial and industrial customers

SAP CRM Technical Course Content

I. Basics of SAP CRM Basic SAP GUI Navigation

• Introduction to SAP CRM
• CRM Functional Overview
• Master Data
• Transactional Data

II. Object Oriented ABAP ( OO ABAP )

• Classes
• Methods
• Inheritance
• Polymorphism
• Interfaces
• Events
• Exceptions ( Class Level & Method Level )
• Building Global Class

III. BSP ( Business Server Pages )

• Page Flow Logic
• MVC ( Model View Controller )

IV. CRM 2007 Web UI

• Generic Interaction Layer ( Basics )
• Business Object Layer
• Presentation Layer
• Simple Objects
• UI Component Development and Enhancement Concepts
• Views
• View Sets
• Custom Controller

V. CRM 2007 Web UI .. ( Continued )

• Window
• Navigation Links
• Component Interface and Usage of Components
• Cross Component Navigation
• Editable Overview Pages
• Form View
• Table View
• Enhancement of Data Model with Application Enhancement Tool ( CRM 7.0 )

VI. CRM 2007 Web UI ..( Continued )

• Component Set
• Enhancement Set
• Enhancement of Generic Interaction Layer Component
• Component Enhancement Examples.
• Global Data Context
• Pop up Windows
• UI Configuration
• Transaction Launcher.

VII. Profitability Analysis Configuration

VIII. Easy Enhancement Workbench.

IX. Actions

X. BADI and Function Modules.

XI. Middleware

• Introduction to CRM Architecture and Middleware
• Connection to SAP Back-end system to as SAP CRM System
• CRM Middleware / Administration Console
• Messaging BDOC.
• Initial Load
• Delta Load
• Request / Data Flow
• Configuration & Monitoring
• Custom Data Exchange between CRM and ECC