In my previous blog post I’ve described the authorisation objects and enhancement spots available in CRM Case Management (http://scn.sap.com/community/crm/service/blog/2013/11/07/introduction-to-sap-crm-case-management-part-iv).

In this last blog, I am going to explain the basic differences between SAP CRM Investigative Case Management and SAP CRM Case Management.


Both Case Management solutions are available out-of-the-box within any SAP CRM.

Basic differences are described below:


investigative vs case.png

investigative vs case 2.png


Additionally the following table explains the differences in the configuration between both cases:

Configuration Setting

Investigative Case Management

CRM Standard Case Management

Function Profile

Based on:

  • Function Profile CRM_ICM
  • No Component Record assigned.

Based on:

  • Function Profile CRM_0001
  • Component: CL_SCMG_SUBCOMPONENT_RECORD

Processes Profile defines a broad application of the case management functionality. They are used to group cases types and as a filter for Business Add-Ins

  • Process: CCMG

CCMG (ICM Case Process): With this process it is possible to activate the use of DFPS integration and (or) cProjects integration, and to determine if the system is to use records.

  • Process C_01

C_01 (Service: Integration ICWebClient):

Common fields

Use:

  • External Reference
  • Status profile
  • Text profile
  • Action Profile
  • Categorisation
  • Priorities
  • Reasons for Escalation
  • Partners

Use:

  • External Reference
  • Status profile
  • Text profile
  • Action Profile
  • Categorisation
  • Priorities
  • Reasons for Escalation
  • Partners

Additional Fields

  • Legal Reference Groups
  • Locations
  • Phases
  • Reason
  • Classification
  • Reason
  • Classification

With the introduction of CRM Investigative Case Management, SAP is positioning Investigative Case Management Solution as the desire option for future implementations. However if you need to integrate CRM Business Object such as services order, sales order, opportunities or Financial Documents you required to enhance the element type for Investigative Case Management.

In the meantime both options are available for managing electronic cases in the CRM Solution.


For more information about “Investigative Case Management”, check the following blog: SAP Investigative Case Management Overview

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1 Comment

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  1. Raúl Blancas Sánchez

    Hola Lyda!!

    Excelente aportación, te comento que estoy iniciando un proyecto en donde quiero prender la autorización de limites de Crédito, por medio de Case Management, voy empezando, no tengo experiencia, estoy investigando.

    ¿Sabes de algún Manual de configuración Básico, en el cual me pueda apoyar?

    Gracias.

    Saludos cordiales.

    RBS

    (0) 

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