SAP Case Management solution is designed for collecting and processing relevant information originating from multiples sources about a complex problem or issue in a central collection point.


Ideally you use Case Management to process problems or issues that involves a wide range of information, multiple processors (internal employees or external people), and/or require a long time frame for resolution.


A case acts as a folder with few describing attributes, which links all relevant information , objects and involved parties related to each other from a certain business perspective (for example, customer complaint handling, legal case tracking). This allows having central point, where people would find the most update information about the case.

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SAP offers two toolsets for Case Management:

  • SAP NetWeaver Case Management
  • SAP CRM Case Management

Both are similar in capabilities and use SAP Records Management.

SAP NetWeaver Case Management has been  the toolset of choice for pre-defined Case Management scenarios in SAP ECC:

  • HR Processes & Forms
  • Dispute Management


SAP CRM Case Management has been the toolset of choice for pre-defined Case Management scenarios in SAP CRM:

Social Service and Security.

  • Child Support Enforcement
  • Child Welfare
  • Illness Benefit
  • Maternity leave.

Tax and Revenue Management

  • Dispute Management
  • Collection Management (Debt Recovery Management)
  • Tax Audit

Grantor Management

  • Grantor Application Management


The SAP CRM Case Management solution allows the linking of diverse information, such as business partners, transactions, products, and documents that could reside in different physical systems (SAP CRM and other applications, such as SRM and SAP ECC as well as objects from external applications).

SAP CRM Case Management offers the following features:

  • Linking of business transactions and electronic office documents
  • Linking of involved parties and products affected
  • Multiple case note types
  • Case history log to track and visualize all changes to a case
  • Creation of case follow-up and to-do items
  • Case describing attributes: external reference, reason, classification, status, priority.

SAP CRM CASE Screen.png

…To be continued

http://scn.sap.com/community/crm/service/blog/2013/11/06/introduction-to-sap-crm-case-management-part-ii


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8 Comments

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  1. Atul Keshav

    Hello Lyda,

    All of your blogs have been very valuable and informative thanks for sharing them across had a few queries appreciate if you could let me know

    1)In the Part 3 of your blog you have mentioned that ERP independent transactions can be linked to the case could you please elaborate which independent transactions can be linked?

    2) From a CRM Point of view does the Case document get replicated into SAP ECC?

    Kind Regards

    Atul

    (0) 
    1. Lyda Osorio Post author

      Hi,

      Answers:

      1) Any transactions if a generic Service Provider (SP)  is not provided by CRM Case Management, for example, you might want to add specific Finance: FB03 Display Document or BCT2 – Display Contact.

      2) No.CRM cases are not replicated into SAP ECC.

      SAP ECC has their own concept: Record Management (case management was developed based on record management). This is a cross-application component, meaning you could implement Record Management without CRM, but the CRM case management has now extra functionality not available in SAP ECC.

      Regards,

      Lyda

      (0) 
  2. Abhishek Kamal

    Hi Lyda,

    Thanks for sharing the details. Could you please let me know if Case management as described abve is compatible to SAP CRM 6.0? If not, what is the minimum system requirement for implementing case management?

    Regards,

    Abhishek

    (0) 
  3. Christian Haefele

    Lyda,

    your blog post is very interesting and gives a good overview. With it being a bit older and SAP Hybris C4C providing ticketing capabilities and more, how would you compare the two solutions (SAP CRM Case Management and SAP Hybris C4C compare?

    Thank you,

    Christian

    (0) 
    1. Lyda Osorio Post author

      Hi,

      You are comparing 2 different things.

      First the solution for ticket in SAP CRM is called SAP CRM Incidents/Service Request. This one is the base for Hybris C4C Ticketing (and as the matter of fact, those objects are replicated when SAP CRM and Hybris C4C are integrated).

      Hybris C4C does not have a proper case management solution (rather a ticketing solution that is equivalent to SAP CRM Service Request).

      The SAP CRM Case Management as a solution is bit old, and SAP is trying to replace with OpenText Solution. However, as solution, Case Management is required for some standard Industry Solution standard functionality, such as: SAP Grants Management, SAP Social Service Solution.

      I hope this answer your query.

      Regards,

      Lyda

      (0) 

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