Goals

  • 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.

Audience

  • 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 based on software release

  • SAP CRM 7.0 EHP3
  • SAP ERP Central Component 6.0 EHP7

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