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CR700: CRM Service


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.


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  • Customers and project team members who are involved in implementing SAP CRM Service.
  • SAP consultants and partners.



  • SAPCRM: Overview of the SAP CRM Solution
  • CR100: CRM Customising Fundamentals


  • CR580: SAP CRM User Interface


  • 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.

Course based on software release

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