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Process documentation Case Management Analysis Locate the document in its SAP Library structure

Purpose

You can use this business process to track and analyze information about a problem or issue in a central repository. The information that is stored in a case can include transactions, electronic documents, business partners, and products.

Case Management analysis supports the processing and communication flow between organizational units and helps you to increase processing efficiency.

Process Flow

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       1.      System provides Case Management data (SAP CRM)

       2.      System updates Case Management Data (SAP BW)

       3.      Monitor case related documents (SAP BW)

       4.      Monitor case escalations (SAP BW)

You can use query Case Escalation Analysis (0CRM_CMG1_Q0101) for this analysis.

       5.      Monitor case workload (SAP BW)

You can use query Case Workload Analysis (0CRM_CASE_Q0101) for this analysis.

       6.      Monitor cost and revenue of cases (SAP BW)

You can use query Controlling Analysis for Cases (0CRM_CMG2_Q0102) for this analysis.

 

 

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