I covered the basic features of SAP CRM Case Management (http://scn.sap.com/community/crm/service/blog/2013/11/06/introduction-to-sap-crm-case-management-par...).
In this blog I am going to continue explaining the capabilities of SAP CRM Case Management.
Case Transactions:
Application-independent business transactions (CRM, ERP) can be linked to a case. This is controlled by configuration: the record model assigned to each case type.
Transaction can be inserted in the assignment block “Transactions”. It is also possible create new transactions from the case.
CRM Case Management provides a different assignment block for “Activities”. This allows major visibility when creating activities to plan and track the required processing steps for a case.
Folders (Record / Case) Model:
SAP NetWeaver Folders (record) Management implements the logic for the record model.
Record model is a template for records and defines the structure for all objects and documents to be linked to a case. Record model defines which type of object or document is permitted in which folder including minimum and maximum instances. A record model is assigned to each case type in configuration.
A record model is defined using nodes:
Structure nodes
- Folders within a Record
- Help to define the structure of the record. These nodes only act as headers for other nodes.
- Nodes that cannot have elements assigned to them in records.
Model nodes
- Define which elements are permitted by assigning an element type
- The element type determines that the node can only be filled in the record with elements of this element type.
Below is a selection of Element Types provided by SAP:
- Document
The Document Element Type is used for managing electronic documents such as Word, Excel, PDF, PowerPoint.
- URL
A URL is a link to a web source.
- Business Object
Business Objects are transactional and master data objects in SAP Process Specific Applications such as Financials, Logistics, Human Resources etc.
Document in the SAP (ECC) Document Management System are integrated via the Document Information Record, itself at Business Object.
SAP NetWeaver Folders Management integrates content of an SAP Business Objects. It is extensible allowing integrate customer specific types/applications.
- Transaction
Any SAP transaction (UI function) can be integrated using this element type.
The following element type implementations are delivered by SAP allowing linking transactions to a case:
Element Type ID | Description |
CRM_GRANTOR_CLAIM | Claim |
CRM_GRANTOR_GAG_CR | Agreement Change Request |
CRM_GRANTOR_EARMARKED_FUNDS | Earmarked Funds |
CRM_FICA_BILLING_DOC | Billing Document |
CRM_CASE | Case |
CRM_LEAD | Lead |
CRM_BUSINESS_PARTNER | Business Partner |
CRM_PRODUCT | Product |
CRM_INSTALLED_BASE | Installation Component |
CRM_SOLUTION_DATABASE_SOLUTION | Solution |
CRM_SOLUTION_DATABASE_SYMPTOM | Symptom |
CRM_BUSINESS_AGREEMENT | Business Agreement |
CRM_IBASE | Installation |
CRM_CASE_CLASSIFICATION | Classification |
CRM_ACTIVITY_TASK | Activity - Task |
CRM_BUSINESS_ACTIVITY | Activity - Customer Contact |
CRM_COMPLAINT | Complaint/Return/Repair |
CRM_SP_CASE_DOCUMENTS | Document |
CRM_IC_EMAIL | |
CRM_BILLING_DOC | Billing Document |
CRM_IC_FAX | Fax |
CRM_IC_LETTER | Letter |
CRM_GRANTOR_PROGRAM | Program |
CRM_GRANTOR_APPLICATION | Application |
CRM_PRODUCT_SERVICE_LETTER | Product Change Instructions |
CRM_FINANCING_CONTRACT | Financing Agreement |
CRM_GRANTOR_AGREEMENT | Agreement |
CRM_OPPORTUNITY | Opportunity |
CRM_BILLING_REQUEST | Billing Request |
CRM_SERVICE_CONFIRMATION | Service completion confirmation |
CRM_SERVICE_TRANSACTION | Service Transaction |
CRM_WARRANTY_CLAIM | Warranty Claim |
CRM_SALES_TRANSACTION | Sale |
CRM_MAINTENANCE_PLAN | Maintenance Plan |
CRM_SERVICE_CONTRACT | Service Contract |
CRM_SALES_CONTRACT | Sales Contract |
CRM_SPS_CASE | Superior Case |
CRM_KNOWLEDGE_ARTICLE | |
CRM_GRANTOR_BILLING_DOC | Grantor Billing Document |
CRM_PS_SOCIAL_APPLICATION | Social Application (BUS2000280) |
CRM_PS_SOCIAL_SERVICE_PLAN | Social Service Plan (BUS2000281) |
CRM_FICA_DOCUMENT | Financial document |
CRM_APAR_INVOICE | FI AP/AR Invoicing |
CRM_FICA_CONTRACT_ACCOUNT | Contract Account |
CRM_FICA_INSTALLMENT_PLAN | Installment plan |
CRM_FICA_DOCUMENT | Account Information |
CRM_FICA_DUNNING | Dunning history |
CRM_FICA_INVOICE | Invoice |
CRM_FICA_INPAYMENT | Payments |
Record Model is usually hidden in the CRM UI, but could be set to visible.
Documents:
It is possible linking electronic documents, such as forms and policies, to a case.
SAP CRM Content Management functionality enables you to structure documents, folders and URLs. CRM Content Management is based on Knowledge Provider (Kpro).
SAP CRM Content Management functionality is accessed in the context of a Business Object using the Assignment Block Attachments.
SAP does not provide user driven document creation, editing or viewing software. Customers must provide tools (e.g. MS Office, Adobe Reader, Internet Explorer etc.) to create / edit / view the document file types to be managed by CRM Content Management.
- SAP Managed Tags:
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