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SAP P_CRMSRV_70 Exam Syllabus Topics:

Section	Objectives
Interaction Center (IC WebClient)	- Agent desktop and interaction handling 1. UI configuration and navigation 2. Customer interaction processing
Installed Base and Product Management	- Installed base configuration 1. Equipment and warranty management 2. Product registration and tracking
Service Contracts and Agreements	- Contract setup and lifecycle 1. Pricing and billing integration 2. Service level agreements (SLA)
SAP CRM Service Fundamentals	- Service module architecture and integration 1. CRM Service components overview 2. Integration with ERP and external systems
Customizing and Configuration	- CRM customizing framework 1. Workflow and rule setup 2. Business role configuration
Service Request and Case Management	- Service request processing 1. Routing and escalation 2. Case creation and lifecycle