Digital communication and SAP user sales (SD) with additional qualification in materials management (MM)
-
Certificates: Digital Communication" certificate
Original SAP user certificate -
Examination: Praxisbezogene Projektarbeit/Fallstudie
SAP-Anwenderzertifizierung UC_SD_S42023 -
Teaching Times: Full-timeMonday to Friday from 8:30 a.m. to 3:35 p.m. (in weeks with public holidays from 8:30 a.m. to 5:10 p.m.)
-
Language of Instruction: German
-
Duration: 12 Weeks
Digital communication
Basics (approx. 2 days)
What is "digital communication"?
Differentiation from analog communication
Communication channels (e-mail, chat, social media)
Advantages and disadvantages of digital communication (always on, data integration, internationalization, interactivity)
Digital rhetoric and netiquette
Legal foundations and AI (approx. 1.5 days)
Media and copyright law
Data protection (GDPR) and data security
Basics of secure digital communication (e.g. encryption)
Using AI correctly in everyday working life
Media competence (approx. 1 day)
How algorithms work
Recognizing fake news
Confirmation bias
Prompt engineering
Dealing critically with AI-generated content
Corporate communication (approx. 2 days)
Networked working environments/collaborative working
New work and digital collaboration
Corporate communication
Digital corporate models and tools
Digital change in the corporate culture
Social networks
Social intranet
Video conferencing
Customer communication (approx. 2.5 days)
Importance and structure of e-commerce
Customer experience (CX)
Medium selection in digital customer contact
Communication requirements at the customer touchpoint
Definition and implementation of conversation goals
Active and solution-oriented conversation management
Chatbots
AI in customer contact
E-mails in the digital age (approx. 1 day)
Customer-oriented e-mail design
Professional formulations
Choosing the right font style
Use of text modules
Spam filter
AI-supported optimization of emails
Video conferences and telephone calls (approx. 2 days)
Preparation of online meetings
Methods and tools for successful
online meetings
Typical pitfalls in online calls
Technical and organizational framework conditions
Effect of body language and voice in front of the camera
Active listening and controlling the conversation
Radiating confidence and competence
Invitation, preparation and follow-up (taking minutes)
Conflict management (approx. 1 day)
Causes of conflicts
Conflict models
Obstacles to communication
Stages of conflict management
Roles within conflict management
Shitstorms and trolls
Project work (approx. 2 days)
To consolidate the content learned
Presentation of the project results
Complaints management
Introduction to complaint management (approx. 1 day)
Complaints as an opportunity for the company
Causes and types of complaints
Understanding customer behavior
Complaint management systems
Complaints in digital channels (e.g. reviews, social media)
Psychology of the complaint (approx. 1 day)
Recognizing behavioural tendencies
Customer needs and expectations
Relationship levels
Dealing with different types of customers
Reaction to complaints (approx. 0.5 days)
Initial reaction: timing and tonality
Analysis of complaints
Key factors
Complaints handling (approx. 1 day)
Guidelines for the professional handling of complaints and grievances
Procedure of a complaint discussion
Use of AI to support the handling of complaints
De-escalation (approx. 0.5 days)
De-escalation strategies and dealing with difficult customers
Maintaining a professional attitude and setting boundaries
Project work (approx. 1 day)
To consolidate the content learned
Presentation of the project results
SAP User Sales and Distribution (SD) with additional qualification in Materials Management (MM)
S4H00 Overview of SAP S/4HANA (approx. 4 days)
Navigation, SAP Fiori, SAP Business Client, SAP Logon
System-wide concepts with organizational units, master data and transactions
Overview of financial accounting and logistics modules, mapping of the respective processes in SAP
Reporting, system structure and migration
SAP service offerings
S4500 Business Processes Sourcing and Procurement (approx. 8 days)
Overview and navigation
Processes and corporate structure in procurement
Procurement process
Procurement master data
Stock material compared to consumables
Request via self-service
Extended transactions in procurement
Automated procurement process
Evaluations and analyses
S4600 Business Processes in Sales (approx. 8 days)
Navigation with Fiori
Company structures
Sales processes at a glance
Master data
Automatic data determination and scheduling
Availability check
Collective processing
Further processes in Sales
Complaints processing
Monitoring and sales analyses
S4605 Sales Processes in Sales (approx. 10 days)
Introduction to
Corporate structures in sales
Order processing
Control of sales documents
Data flow
Special business transactions
Incompleteness
Partner functions in sales
Outline agreements
Material substitution, listing and exclusion
Discount in kind
Sales workshop
S4610 Delivery processes (approx. 4 days)
Idea and function of the delivery document
Basic organizational units for the delivery process
Control of the delivery
Goods issue process based on the outbound delivery
Processes and functions based on the outbound delivery
Case study, certification preparation and SAP user certification sales (approx. 6 days)
Changes are possible, the course content is updated regularly.
You will acquire comprehensive skills in digital communication and use various communication channels in a targeted and customer-oriented manner. You will conduct conversations confidently, in a solution-oriented manner and in line with the target group - even in challenging situations. You will also be able to handle complaints professionally, apply de-escalation strategies and contribute to increasing customer satisfaction.
You will also be able to handle sales-related processes in SAP and round off your professional profile with SAP user certification.
The course is aimed at people with training, professional experience or good basic knowledge in the commercial, logistical or administrative field as well as specialists from the areas of sales, materials management and logistics. The course is also suitable for people with a degree in business administration or industrial engineering who wish to acquire user knowledge of SAP software.
This course is also aimed at anyone whose daily work involves contact with customers or whose area of responsibility involves external communication.
Good communication skills are very important in all professions with customer contact. Your new knowledge will improve your career prospects in the long term.
In addition, you will acquire the globally standardized and recognized SAP certificate. It is considered one of the most important manufacturer certifications in the commercial sector. With your newly acquired knowledge and skills, you will improve your career opportunities across all sectors.
Training partner of SAP® Germany
In cooperation with the SAP training partner alfatraining Bildungszentrum GmbH, we will qualify you for a job in industry and business.
You are directly connected to the SAP® Germany servers and learn on the original SAP® training system (IDES) in the latest version. This gives you the necessary practical experience during the course.
All SAP user courses also conclude with the original SAP certification. Our SAP instructors are qualified SAP consultants who will provide you with intensive support and prepare you optimally for the certification exam.
Didactic concept
Your lecturers are highly qualified both professionally and didactically and will teach you from the first to the last day (no self-study system).
You will learn in effective small groups. The courses usually consist of 6 to 25 participants. The general lessons are supplemented by numerous practical exercises in all course modules. The practice phase is an important part of the course, as it is during this time that you process what you have just learned and gain confidence and routine in its application. The final section of the course involves a project, a case study or a final exam.
Virtual classroom alfaview®
Lessons take place using modern alfaview® video technology - either from the comfort of your own home or at our premises at Bildungszentrum. The entire course can see each other face-to-face via alfaview®, communicate with each other in lip-sync voice quality and work on joint projects. Of course, you can also see and talk to your connected trainers live at any time and you will be taught by your lecturers in real time for the entire duration of the course. The lessons are not e-learning, but real live face-to-face teaching via video technology.
The courses at alfatraining are funded by Agentur für Arbeit and are certified in accordance with the AZAV approval regulation. When submitting a Bildungsgutscheinor Aktivierungs- und Vermittlungsgutschein, the entire course costs are usually covered by your funding body.
Funding is also possible via Europäischen Sozialfonds (ESF), Deutsche Rentenversicherung (DRV) or regional funding programs. As a regular soldier, you have the option of attending further training courses via Berufsförderungsdienst (BFD). Companies can also have their employees qualified via funding from Agentur für Arbeit (Qualifizierungschancengesetz).