Course participants learn about the supporting service processes within SAP CRM Service. They will also learn about the Customizing settings that are relevant for CRM service.
Who Can Benefit
Customers and project team members who are involved in implementing SAP CRM Service
SAP consultants and partners
Prerequisites
Essential:
-SAPCRM Overview of the SAP CRM solution
-CR100 CRM Customizing Fundamentals
Recommended:
-CR580 SAP CRM User Interface
Course Details
Course Content
Maintenance of technical objects
-Installed base management
-Individual objects
Service contract processing
-Service agreements
-Service contracts
-Service plans
Service order processing
-Resource planning
-Service confirmation
-Service billing
-ERP Integration
Complaints and returns processing
-Complaints and returns
-In-house repair processing
Overview of IT Service Management
Notes
This course discusses the basic setup and use of SAP CRM service scenarios. This course does not cover Web Channel (E-Service), mobile service scenarios or specific Interaction Center functions.
