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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-part-ii).


In this blog I am going to continue explaining the capabilities of SAP CRM Case Management.


Case Transactions:

Applicationindependent 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.

transactions small.jpg


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.

record model structure definition small.jpg

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

E-Mail

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.


record model example small.jpg

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.

attachment jpg.jpg

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.

http://scn.sap.com/community/crm/service/blog/2013/11/07/introduction-to-sap-crm-case-management-part-iv


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4 Comments

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  1. CRM COCT

    Hello Lydia

    Thanks for some useful info – are there any cookbooks available with more detail about CRM Case Management.

    Many thanks

    Muneeb

    (0) 
  2. Remo J

    Hello Lyda

       Thanks for these blogs and they are helpful.

        I have an issue on Record model for custom case type with process ‘C_01’.

       I am trying to add a Financial Document(ERP) into the case. When I do so, I get the error :

    Case could not be saved

    Details Case : CA_DOC 480000000 refers to an object that cannot be accessed

    Could you please advise on what needs to be done in order to resolve the issue ?

    Cheers

    RJ

    (0) 
    1. Lyda Osorio Post author

      Hi,

      Do you have the connection with ERP? RFC are working fine?.

      Are you trying to assign those document manually or in background by a program?.

      Accounting Document definitely works fine assigned into the system. So your problem is about connection/authorisation/linking between the system.

      Trying to test the BOR object for FICA documents directly in tx SWO1?.

      Regards,

      Lyda

      (0) 
      1. Remo J

        RFC is fine. All communication between ECC and CRM goes well.

        And I am trying to assign the document manually in the case.

        (0) 

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