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SAP C_TCRM20_70 Exam Syllabus Topics:

SectionObjectives
Topic 1: Marketing Fundamentals- Campaign management
  • 1. Target group definition
    • 2. Campaign execution basics
      Topic 2: Interaction Center- Interaction handling
      • 1. Customer interaction processing
        • 2. Channel integration basics
          Topic 3: SAP CRM Basics and Architecture- SAP CRM system architecture overview
          • 1. CRM WebClient UI architecture
            • 2. CRM middleware and integration concepts
              Topic 4: Master Data Management- Business partner concept
              • 1. Relationships and roles
                • 2. Account and contact management
                  Topic 5: Sales and Service Processing- Service management
                  • 1. Service requests and complaints
                    • 2. Service orders and processing
                      - Sales cycle in SAP CRM
                      • 1. Lead and opportunity management
                        • 2. Order and contract processing
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