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