Using Additional Object Types with CRM Case Management
The case record model specifies which object types can be linked
to a case and how these objects are structured. You need to assign the case
record model to a case type. In Customizing, choose 
Customer
Relationship Management
Case Management
Extended Customizing
Special
Settings
Define Processes
Define
Process-Dependent Parameters
.
In CRM Case Management, you can specify for each case type which object types are used and how these are structured. For this, a case record is used. Before you can use the case record, a case record model is required. The following shows the relation between case, case type and case record model.
Relation between the case, case type and case record model
Depending on the business process and the scenarios, the case record model will have a different structure and different object types.
The service provider and the element type are central to SAP Records Management and CRM record models.
Service provider: For each object type that you want to integrate into this framework, you must define and implement a service provider. If a service provider already exists for an object/element – for instance, there is a service provider for business object types – then you can reuse the service provider without having to implement a separate service provider for each business object type. This allows you to integrate business object types that have not been supported in CRM Case Management so far. For more information, see service provider (BC-SRV-RM).
Element type: The element type is a form of service provider and is the starting point for users to integrate elements/objects into the case record. A service provider can only be used when at least one element type for this service provider exists. Each element type belongs to only one service provider. A service provider can have any number of element types. You maintain element types in Customizing.
Example
In standard Customizing, the service provider SCMG_SP_BOR is delivered. It supports the general integration of business object types into the framework of SAP Records Management. For this service provider, the element type CRM_BUSINESS_PARTNER is shipped with the standard delivery. When using this element type, it specifies that only business partners can be integrated into the framework. You could also specify in an element type that objects from different systems can be integrated, for instance objects from SAP ECC.
The elements of a case record model can be hierarchical, with the following elements available:
Structure node: This cannot have elements assigned to it in case records. These nodes only act as headers for other nodes and enable the structuring of the case record.
Model node: Elements in records can be assigned to this node. A model node acts as a placeholder for the objects, which can be assigned later. For each model node, you specify the object types (for example, business partner, product) and how many objects can be assigned.
Instance node: This already has an element/object assigned to it in the record model. There can only be one of these nodes in each record. By using the instance node, you can provide information which must appear in each case record.