RECENT UPDATES VIEWER SOFTWARE SEARCH RELATED WORKSHOPS LIVE EXPERT SESSIONS SELF-TESTS Q & A. Update Your Core Competence - Must Know

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1 SAP CRM 3.1: Learning Map for CRM Sales Consultants RECENT UPDATES VIEWER SOFTWARE SEARCH Step 1: Learn What You Need Update your core competence - must know Extend your competence - nice to know Step 2: Prepare for Your Project Learn which implementation tools, guides, and support are available Learn how to access the tools and content and how to get support RELATED WORKSHOPS LIVE EXPERT SESSIONS SELF-TESTS Q & A Open All / All Back to Top Update Your Core Competence - Must Know SAP CRM 3.1 Overview Open/ Once you have worked through this unit, you will be able to: Position the SAP CRM 3.1 release and all its enhancements Explain the enhanced functions and features of SAP CRM 3.1 Discuss SAP CRM 3.1 with customers and partners Tip: This area of the learning map is also of interest for people in sales roles. SAP CRM 3.1 Overview This VC session explains the positioning of SAP CRM 3.1, reviews the new and enhanced scenarios with SAP CRM 3.1, and presents the business benefits of SAP CRM 3.1. Duration: 0:54 hours 34 mins July 25, 2002 SAP CRM Highlights Presentation (official) Presentation (PDF) 101 pages October 11, 2002 The official SAP CRM 3.1 highlights presentation conveys the official positioning of the SAP CRM 3.1 Release and all its scenarios. Extended Sales Capabilities 20 mins (55 steps) This SAP Tutor session presents SAP CRM 3.1 Sales highlights: September 6, 2002 People-centric CRM Extended E-selling Incentives and Commission Management Extended Order Management Mobile Sales for Handheld People-Centric CRM Fundamentals Open/ Duration: 2:04 hours Once you have worked through this unit, you will be able to explain the fundamentals, benefits, and generic functionality of people-centric CRM. Standard CRM iviews This VC session provides an overview of people-centric CRM. Once you have worked through this session, you will be able to explain what people-centric means for CRM in the Enterprise Portal and list the roles delivered with the business package for SAP CRM mins July 24, 2002

2 Standard CRM iviews 40 mins (119 steps) This SAP Tutor session introduces the standard iviews in people-centric CRM, which are reused in August 29, 2002 different worksets. Once you have worked through this itutorial, you will be able to: Describe how the administrator can integrate and maintain the standard iview Explain the functionality and business logic behind the standard iview Personalization in People-Centric CRM 15 mins (85 steps) This SAP Tutor session introduces the personalization options available in people-centric CRM. August 29, 2002 Once you have worked through this itutorial, you will be able to explain the different types of personalization and personalize Enterprise Portal settings, pages, iviews, and external services. Knowledge Management - Business Perspective 15 mins (41 steps) This SAP Tutor session introduces the business perspective of the Knowledge Management August 29, 2002 functionality within the CRM Portal. Once you have worked through this itutorial, you will be able to navigate in the Knowledge Management platform and explain its functionalities. Knowledge Management - Setting Up a Repository 30 mins (70 steps) This SAP Tutor session introduces the technical/administration perspective of Knowledge Management August 29, 2002 within the CRM Portal. Once you have worked through this itutorial, you will be able to: Explain the different types of personalization Administer the CRM Knowledge Management platform Set up the sapcrm repository, add permissions to the folders, and modify the document folder structure People-Centric CRM Fundamentals - Self Test Validate your knowledge of people-centric CRM fundamentals. People-Centric CRM: Sales-Related Roles Open/ Duration: 0:40 hours Describe which sales roles are delivered with SAP CRM 3.1 and their functional scope Explain and demonstrate the functionality contained in each role Sales Manager Portal 20 mins (91 steps) This SAP Tutor session introduces the services and functionality of the Sales Manager role within September 3, 2002 people-centric CRM. Once you have worked through this tutorial, you will be able to explain the tasks performed by sales managers and to navigate through the different worksets of the portal and explain their functionality. Sales Representative Portal SAP Tutor (SIM) This SAP Tutor session introduces the services and functionality of the Sales Representative role 15 mins (46 steps) within people-centric CRM. Once you have worked through this tutorial, you will be able to explain the tasks performed by sales

3 representatives and to navigate through the different worksets of the portal and explain their functionality. Customer Portal SAP Tutor (SIM) This SAP Tutor session introduces the web shop services for a customer within the portal. 15 mins (124 steps) Once you have worked through this tutorial, you will be able to: Explain the different functionalities the web shop offers Create an order, check recently created orders, and check if any of the products have been shipped Browse the catalog and use the product advisor Interaction Center Manager Portal This SAP Tutor session introduces the services and functionality of the Interaction Center Manager role within people-centric CRM. Once you have worked through this tutorial, you will be able to explain the tasks performed by interaction center managers and to navigate through the different worksets of the portal and explain their functionality. 20 mins (82 steps) September 10, 2002 Interaction Center Manager Dashboard This SAP Tutor session presents the real-time interaction center statistics for the Interaction Center Manager role of the CRM portal. Once you have worked through this tutorial, you will be able to explain the different views of the dashboard and to describe the personalization and configuration of the dashboard with a flexible customizing tool. SAP Tutor (SIM) 30 mins (63 steps) Business Package SAP Online Documentation Link to the Business Package SAP CRM 3.1 Online Documentation. Focus Area: E-Selling E-Selling Open/ Describe the SAP CRM 3.1 E-Selling enhancements Explain the functionality and its benefits to customers Engage in blueprint and implementation activities with customers E-Selling 3.1: New Positioning and Features in 3.1 This VC session gives an overview of the SAP CRM 3.1 E-Selling enhancements and introduces the new functionalities and positioning of the solution. Once you have worked through this session, you will be able to explain the following features and concepts: people-centric CRM (customer and reseller portal), guided selling integration, dynamic personalization, the superuser concept, collaborative views, customer fulfimllment management, live Web collaboration improvements, auctioning improvements, IPC news, and outlook to Internet Sales 4.0 Duration: 6:38 hours 74 Min May 29, 2002 Internet Sales R/3 Edition As of SAP CRM 3.1, a new product, Internet Sales R/3 Edition, is available. This product enables you to connect the Internet Sales application directly to an SAP R/3 System, with full functionality and 51 Min April 10, 2002

4 without the use of a CRM system. Internet Sales R/3 Edition (B2B) - Component View, Scenario Description Link to B2B scenario documentation Internet Sales R/3 Edition (B2C)- Component View, Scenario Description Link to B2C scenario documentation SAP CRM Super User This SAP Tutor session presents a system demonstration of: How superuser data is maintained and how the superuser creates Internet user records How administrators can use the Collaborative Views functionality to create, maintain, and assign catalog views 40 mins (80 steps) September 3, 2002 Super User Management - Component View, Scenario Description Link to Super User Management scenario documentation Personalization Engine This VC session presents the new personalization engine and explains how it ties into the Internet Sales functionality. 53 Min June 19, 2002 Personalization - Component View, Scenario Description Link to the Personalization scenario documentation Guided Selling This SAP Tutor session demonstrates how to use the UBIS Editor to create questions and answers for Guided Selling. The applied settings are checked in the web shop. 60 mins (161 steps) October 4, 2002 Guided Selling - Component View, Scenario Description Link to Guided Selling scenario documentation Live Web Collaboration Enhancements (Web Customer Support) The new release of Internet Sales on the Java architecture enables you to provide a "human touch" and better service to customers. Featuring integration between the web shop and the Interaction 64 Min December 5, 2001

5 Center, the new release allows an agent to interact directly with a customer on the website. This VC session describes the new functionality, which includes call-me-back, , voice-over IP, and chat, and presents an architecture overview of Internet Sales and the Interaction Center. Live Web Collaboration - Component View, Scenario Description Link to the Live Web Collaboration scenario documentation Live Web Collaboration - Online Documentation Link to the functional Live Web Collaboration online documentation TeaLeaf and Analytics This session covers how customer experiences are tracked in the Internet Sales Web Shop, and how this information is combined with other E-Selling and CRM data to provide a 360-degree view of the customer. The architecture of the combined solution, with Internet Sales, TeaLeaf, and BW, is also discussed. 56 Min April 24, 2002 E-Selling - Self Test Validate your E-Selling knowledge. Focus Area: Field Sales Mobile Sales for Handheld Open/ Duration: 1:05 hours Explain the fundamentals of Mobile Sales for Handheld Advise customers on Mobile Sales for Handheld functionality Implement and configure Mobile Sales for Handheld applications Mobile Sales for Handheld This VC session introduces the functionalities of the Mobile Sales for Handheld and gives a short business background. Once you have worked through this session, you will be able to introduce to customers the functionalities of business partner, product, sales order, quotation, activity, task, and opportunity management. 20 mins August 7, 2002 Mobile Infrastructure for Mobile Sales/Service for Handheld Presentation (PPT) 39 pages September 11, 2002 Mobile Sales for Handheld - Configuration & Installation This SAP Tutor session explains the basic configuration steps required to set up the Mobile Sales for Handheld application scenarios and to install the applications on a mobile device. 15 mins (33 steps) August 29, 2002

6 Mobile Sales for Handheld - Hands-On This SAP Tutor session contains Mobile Sales for Handheld test cases and demo scripts that you can also run in the SAP CRM 3.1 sandbox system. It covers all main functionalities of the application and conveys its look and feel. 30 mins (77 steps) September 11, 2002 Mobile Sales for Handheld - C-Business Map, Component View, Scenario Description Link to the Mobile Sales for Handheld scenario documentation Mobile Sales for Handheld - Online Documentation Link to the functional Mobile Sales for Handheld online documentation Mobile Sales for Handheld - Self Test Validate your Mobile Sales for Handheld knowledge. Focus Area: Interaction Center Workforce Management Open/ Duration: 0:16 hours Explain the fundamentals of WFM Advise customers on WFM functionality and implementation options Configure WFM to fit customer requirements Interaction Center Workforce Management - An Overview This VC session introduces the functions and features of the new Interaction Center Workforce Management application and how it enables a manager to plan, maintain, and analyze employee schedules, profiles, and rules. 16 mins July 25, 2002 Interaction Center Workforce Management This SAP Tutor session shows how an Interaction Center manager can work with Interaction Center Workforce Management within the portal. Once you have worked through this tutorial, you will be able to describe the Interaction Center Workforce Management forecasting and scheduling processes. SAP Tutor (SIM) 30 mins (68 steps) WFM - C-Business Map, Component View, Scenario Description Document (HTM) Link to the WFM scenario documentation WFM - Online Documentation Link to the functional WFM online documentation

7 WFM - Self Test Validate your WFM knowledge. Focus Area: Enterprise Sales ICM Open/ Duration: 1:45 hours Explain the fundamentals of ICM Advise customers on IMC functionality and implementation options Configure ICM to fit customer requirements ICM - Introduction This SAP Tutor session introduces the new mysap CRM Sales functionality of Incentives and Commission Management. It gives an overview of mysap CRM roles, the system landscape, the operational tasks, and the configuration of the system. It lays the foundation for the following two tutorials: ICM - Operation and ICM - Configuration. 30 mins (123 steps) August 28, 2002 ICM - Operation This SAP Tutor session is the second in the series. It describes in depth the tasks performed by the different actors in terms of master data maintenance and data extraction, both in the SAP R/3 System and the SAP CRM systems. The tools presented include the portal functionality for the sales rep and sales manager. 30 mins (169 steps) August 28, 2002 ICM - Configuration This SAP Tutor session is the third in the series on the Incentive and Commission Management solution of SAP CRM 3.1. It gives a detailed presentation of necessary customizing tasks in the ICM engine of the SAP R/3 system and the CRM system, provides a demo, and allows interactive user input. 45 mins (206 steps) September 6, 2002 ICM - C-Business Map, Component View, Scenario Description Document (HTM) Link to the ICM scenario documentation ICM - Online Documentation Link to the functional ICM online documentation ICM - Self Test Validate your ICM knowledge.

8 Focus Area: Enterprise Sales EOM Open/ Duration: 0:45 hours Explain the fundamentals of EOM Advise customers on EOM functionality and implementation options Configure EOM to fit customer requirements Extended Order Management - Operation This SAP Tutor session introduces the business process and the functionality of EOM. It demos all steps in the integrated system landscape, from order entry, sourcing, and delivery to billing using two or more backend systems. It is complemented by the following tutorial. 25 Min (119 steps) September Extended Order Management - Configuration This SAP Tutor session presents the configuration settings required to perform the business process depicted in the previous tutorial. Tasks include ID mappings, the creation of EOM Middleware subscriptions, and the implementation of a special BADI for routing purposes. 20 Min (63 steps) September Extended Order Management - C-Business Map, Component View, Scenario Description Document (HTM) Link to the EOM scenario documentation Extended Order Management - Online Documentation Link to the EOM Online Documentation. Extended Order Management - Self Test Validate your EOM knowledge. Summary Open/ Summary After completing the section above, you should: Discuss open issues in the Live Expert Sessions Test your knowledge with Self-Tests Equip yourself for onsite work in Step 2: Prepare For Your Project Do you think you are now ready for your next project? Yes No, because Back to Top Extend Your Competence - Nice to Know

9 Workshop Materials Open/ RACR3W: Internet Sales R/3 Edition Workshop Presentation (PDF/ZIP) 4,5 MB August 23, 2002 RACR4W: E-Selling Enhancements Workshop Presentation (PDF/ZIP) 3,8 MB August 23, 2002 RACR7W: Interaction Center Workforce Management (IC WFM) Workshop Presentation (PDF/ZIP) 5,1 MB November 12, 2002 RDCR2W: Customer Modification of Internet Sales Workshop Presentation (PDF/ZIP) 3,5 MB August 23, 2002 Save & Please remember to save & close whenever you leave this learning map. Back to Top See the statistics for this learning map