• Exam Code: C_TCRM20_60
  • Exam Name: SAP Certified Application Associate - CRM Fundamentals with SAP CRM 2007 (CRM 6.0)
  • Certification Provider: SAP
  • Corresponding Certification:SAP Application Associate
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SAP C_TCRM20_60 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Sales Process12-16%- Sales Management
  • 1. Activities and follow-up documents
  • 2. Sales opportunities
  • 3. Quotations
  • 4. Sales orders
Topic 2: Organizational Model and Master Data8-12%- Master Data Management
  • 1. Business partners
  • 2. Products
  • 3. Organizational model
  • 4. Installed base and relationships
Topic 3: Interaction Center8-12%- Customer Interaction Processing
  • 1. Agent functions
  • 2. Communication channels
  • 3. Business activity management
  • 4. Interaction records
Topic 4: CRM Fundamentals and Architecture8-12%- CRM Basics
  • 1. CRM business scenarios
  • 2. CRM user interface and navigation
  • 3. Master data concepts
  • 4. SAP CRM architecture
Topic 5: Service Process12-16%- Service Management
  • 1. Service orders
  • 2. Service requests
  • 3. Installed base support
  • 4. Complaints and returns
Topic 6: Activities and Business Transactions8-12%- Transaction Processing
  • 1. Status management
  • 2. Activity management
  • 3. Business transaction framework
  • 4. Document flow
Topic 7: Pricing and Billing Integration8-12%- Pricing Concepts
  • 1. Billing integration
  • 2. Conditions
  • 3. Pricing procedures
  • 4. ERP integration
Topic 8: Middleware and Integration12-16%- Data Exchange
  • 1. Initial load and synchronization
  • 2. Mobile and external integration concepts
  • 3. CRM Middleware fundamentals
  • 4. ERP integration
Topic 9: Marketing Fundamentals8-12%- Marketing Processes
  • 1. Business partners in marketing
  • 2. Campaign management
  • 3. Marketing planning
  • 4. Target groups

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