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SAP P_CRMSRV_70 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: CRM Middleware and Integration | - System Integration Concepts - Data Synchronization |
| Topic 2: Service Fundamentals in SAP CRM | - Overview of SAP CRM Service Processes - Service Lifecycle Concepts |
| Topic 3: Customizing and Configuration | - Service Configuration Settings - Business Transaction Customizing |
| Topic 4: Complaints and Returns Processing | - Returns and Repairs Management - Complaint Handling Procedures |
| Topic 5: Service Contracts and Warranties | - Warranty Processing - Service Contract Management |
| Topic 6: Reporting and Analytics | - Key Performance Indicators (KPIs) - Service Reporting Tools |
| Topic 7: Interaction Center WebClient | - Agent Desktop Functions - Customer Interaction Handling |
| Topic 8: Installed Base Management | - Equipment and Product Tracking - Installed Base Structure |
| Topic 9: Service Order Management | - Service Order Customization - Service Order Creation and Processing |
