Case Management enables you to manage and process all information that arises during the account origination process in a central object: the case. You can group different information in a case, such as business partners and documents.
You can use Case Management to process complex situations that involve multiple processing steps or multiple processors. Case Management therefore supports the processing and communication flow between organizational units and ensures an efficient workflow.
In Customizing, you have made the basic settings for Case Management. For more information, see Customizing for Document Management
.
You have defined the required product hierarchies as product hierarchies for the account origination process.
For more information, see Customizing for
To generate a case from an opportunity or a quotation from a case, you have assigned the process categories to the relevant case types and transaction types.
For more information, see Customizing for
If you want to generate a case from an opportunity, you have defined the settings for mapping partner functions. You can also use mapping to generate a quotation from a case.
For more information, see Customizing for Partner
Function Assignment: Opportunity - Case.
.
If you want to create customer-specific attribute enhancements for documents that you add to a case, you have defined these enhancements in Customizing either for all documents or for a document type.
For more information, see Customizing for
To be able to check the existence of documents in Case Management in business transactions, you have grouped these documents in actions.
For more information, see Customizing for
In account origination, you use generic functions of CRM Case Management. For more information, see Case Management.
SAP delivers case types for account origination, including the following:
Case type FSO1: Mapping of mortgage loans
Case type FSO2: Mapping of consumer loans
Record models are also available for the case types delivered (SCASE). You assign to the record models the elements needed to handle account origination. These elements can include the business partner, quotation, or checklists for documents.
Note
By assigning elements to the checklist of a record model, you can use rules from the Business Rule Framework (BRF) in the origination process to check whether the customer has provided the documents needed for processing.
With the integration of the BRF in Case Management, you can define rules that help you to:
Check that all documents for a case are complete (using checklists)
Check the attributes that you created using attribute enhancements
Restrict the node for required documents, depending on the process category
In the financial service quotation (FS quotation), you start the checks with the BRF available in the standard system.
For more information, see Business Rule Framework in Account Origination.
During account origination, you can generate documents on the basis of Case Management. It makes sense to do this because the system transfers the relevant data from the preceding document, so you do not have to enter the data twice.
Creating a case from an opportunity
The system creates the case that matches the opportunity settings.
Note
If you generate a case from an opportunity, you can use a Business Add-In (BAdI) to change the standard assignment of case type to product category and the transfer of the responsible employee to the case.
For more information, see Customizing for
Creating a quotation from a case
The system creates the quotation that matches the case settings.
Note
These functions are defined as actions and integrated in Case Management.
If you want to create a record model or edit the existing record models, choose Customizing for
To edit cases, choose the application Cases
in the assignment block Acquisition and Sales
.