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Case Management (New) ( RELNCRM_40_SRV_CASEMGMT )

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Case Management (New)

Use

As of Release 4.0, new Case Management functionality for Customer Service and Support enables you to consolidate and manage related information on an ongoing basis in a central collection point: a case. Case Management provides a central repository for managing related information originating in diverse sources and multiple systems, both SAP and non-SAP. Furthermore, it enables a global exchange of information by ensuring that all parties involved in a case have access to the same information simultaneously.

Case Management functionality is available in the Interaction Center WebClient and in the People-Centric UI for CRM Enterprise.

General Case Management functionality is available for incident tracking in a wide range of business situations. An additional version of Case Management for dispute cases has been tailored to the requirements of the Telecommunications industry. For more information on these applications, see the section "Effects on Customizing" below.

The following features are available within Case Management:

• Case Attributes

Each case that you create has various attributes in its header data, such as status, priority, reason, and authorization level.

• Case Notes

You can define various types of notes and use them to record case-relevant information. When users save a note, it is automatically stamped with the user's name, date, time, and note type.

• Linked Objects

You can link the following types of existing objects to a case within Case Management:

• Business partners, representing persons responsible for processing case or persons affected by the outcome of a case

• Installed base components

• Individual objects

• Products

• Business transactions, such as service orders, sales orders, or complaints

Once an object is linked to a case, you can access and process it from within the case in the People-Centric UI.

In the Interaction Center WebClient, agents can link objects that they have viewed, changed, or created in connection with a case by copying the contents of the activity clipboard. The agent can then choose to de-select the business transactions if the link is not appropriate.

While an agent interacts with a customer, for example, he might look up an invoice, create a credit memo, and then create a case. He copies the invoice and credit memo to the case in a single step by copying the contents of the activity clipboard.

• Documents

In the People-Centric UI and Interaction Center WebClient, you can link electronic documents such as scanned forms and policies to a case. In the People-Centric UI, content management functionality allows you, for example, to structure documents, and link archived documents. Versioning of stored documents provides you with an audit trail.

• Case Hierarchy

In the People-Centric UI, you can structure cases in a hierarchy to reflect their relationships.

• Case Search

In the Interaction Center WebClient, integration with the Software Agent Framework enables you to perform a sophisticated search for cases based on case attributes. It also allows you to perform a free text search against case notes and linked documents via the Knowledge Search.

• Audit Trail of Case Changes

All changes to a case are logged automatically in a case history, with a user, date and time stamp.

• Activities

You can create activities for a case and assign them to person responsible (this person is not necessarily the case processor).

• Security

Case Management enables you to restrict access to sensitive information by defining required authorization levels for case types, note types, or specific information within a case. User and role-based authorizations enable you to restrict viewing and editing of cases to authorized personnel.

Effects on Existing Data

Effects on Data Transfer

Effects on System Administration

Effects on Customizing

SAP provides standard customizing settings that enable you to run Case Management with few or no modifications. Depending on your business processes and system landscape, however, you may need to make further settings.

You can find the Implementation Guide (IMG) for Case Management in the first level of the Customer Relationship Management IMG. The chapter is divided into the following sections:

• Basic Settings

These settings define the basic elements of Case Management. You need to check whether standard settings defined in this section meet your requirements. The standard settings include the case type that are provided for the following Case Management applications:

• Incident tracking (general use)

• Dispute case (for managing invoice complaints and payment disputes in the Telecommunications industry)

• Extended Customizing

This section contains more specific settings that you only need to make if you have special requirements, or if you want to link objects residing in systems other than your SAP CRM system to cases.

You only need to make settings in the subsection "Special Settings" in exceptional cases. You should only make settings in this section with the help of a consultant.

Further Information

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This documentation is copyright by SAP AG.

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