Linking existing business objects to a case: You can link CRM business object types to a case, for example:

Assigning and displaying the involved parties: When you assign or link involved parties with a case, you can assign partner functions and specify the main business partner. In Customizing you can define partner determination procedures using a Business Add-In (BAdI) for each case type and assign partner functions only using the existing BAdI. Furthermore, you can define a minimum and maximum number of partners that must be entered for the various partner functions for each case type.

Linking electronic documents, such as forms and policies, to a case: Content Management functionality enables you to structure documents, and link archived documents. For more information, see CRM Content Management and Document Management.

Linking activities to a case: From Case Management you can directly access activity management. You can create multiple activities to plan and track the required processing steps for a case. You can assign an activity to a person responsible who is not necessarily the case processor. Processors can generate a list of activities for which they are assigned as person responsible. You can also link existing activities to a case. For more information, see Activity Management.

Creating and linking actions: You can create and link actions from within a case. For example, you can define actions for sending e-mail messages, creating and linking service orders. Actions allow you to process cases more efficiently.

Entering case notes: You can enter notes if you want to record case-specific information. These notes are always assigned directly to the case and facilitate communication between agents. Case notes are stamped with the name of the user who created the note and the date and time of creation. You can categorize notes by assigning them a note type. You can also make a note of the reason for linking objects to a case next to the objects themselves.

Change history: Changes to a case are automatically recorded in a log, with a user, date and time stamp. This change history helps you to track changes to case attributes, linking of business objects to a case, and unlinking of business objects in a case.

Authorizations: You can use enhanced authorization control using the Access Control Engine to enable sensitive information to be handled confidentially and only be made visible to authorized persons. You can restrict authorizations to view or change cases and case notes, based on case types and note types. You can also restrict access to specific information within an authorized case type. For more information, see Case Authorizations.

Status management: You can assign customer-defined statuses to cases. You define the system status in Customizing where you specify which status changes are permitted.

Using case categories: You can categorize cases and analyze the data in SAP NetWeaver Business Intelligence (SAP NetWeaver BI). You define categorization in CRM using multilevel categorization.

Using reference categories: You can assign a reference category for multilevel categorization at case header level, which allows you to control case processing. You can use reference categories to include various business objects and functions in your case processing. You can use activity templates that are linked to categories to create additional activities and to link them to the case. You can use document templates that are assigned to categories to create documents within a case. By assigning extended attributes, you can define a time version of the reference category. You can use the reference category to run reports in SAP NetWeaver BI.

Case hierarchies: You can manage associated cases in a hierarchy. To do this, you need to define subordinate cases.

Creating new cases: You can create a new case from an existing one and use it as a template, or you can choose to create a new case type from a list of case types. When you copy a case, a case of the same case type is created.

Integration of business objects from an integrated SAP ERP system: You can link business objects from an integrated SAP ERP system with a case. In Customizing you define which business object types you want to link together.