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Case Management in the People-Centric UI (Enhanced) ( RELNCRM-CASE_SIE_NEW )

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Short text

Case Management in the People-Centric UI (Enhanced)

Use

If you have implemented SAP CRM 4.0 Add-On for Service Industries , this release note is not relevant for you.

As of SAP CRM 5.0, the following new and enhanced functions are available for case management in the People-Centric UI:

• Integration of Bar Code Technology

On the Linked Objects tab page, you can enter a bar code number as a placeholder for documents. The bar code number is automatically replaced at a later date by the document scanned in using ArchiveLink. Entering a bar code number can be simplified by defining an appropriate document type in Customizing.

• Copy Documents from Activities and Transactions

On the Activities and Transactions tab pages, you can use the new pushbutton Copy Document to Case to copy the documents from activities and transactions to the case record. If the record contains multiple model nodes for selection, additional assignment has to be made in a dialog box.

• Integration of Cases in Business Transactions

If you have integrated case management in one of the CRM business transactions (for example, as a separate Cases tab page), you can now enhance the integration to enable the copying of documents from Content Management to a record.

• Integration of Web Requests in Case Management

You can now integrate the Web Requests tab page in the case management application. For a list of all the Web requests that are assigned to a case record, see detail area 1. The request data for a selected Web request is displayed in the processor view in detail area 2.

Effects on Existing Data

Effects on Data Transfer

Effects on System Administration

Effects on Customizing

• You make the setting for the document type for the bar code technology in the IMG activity: Determine Document Type for Model Node

• You enhance the integration of cases in CRM business transactions in the IMG activity: Integration of Cases in the User Interface for Business Transactions

• You can integrate the Web Request tab page using the IMG activity: Integration of Web Requests in Case Management

Further Information

Case Management in the Interaction Center WebClient (Enhanced).

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This documentation is copyright by SAP AG.

Length: 3598 Date: 20240603 Time: 194041     sap01-206 ( 53 ms )