You can use expanded capabilities of multilevel categorization to categorize your service requests quickly and accurately and, for example, to determine service products automatically based on the selected categorization. .

To use the multilevel categorization, you must have made settings related to multilevel categorization under  CRM Cross-Application Components Multilevel Categorization

For more information, see Multilevel Categorization

You can define templates to facilitate the entry of commonly reported requests.

You can lock one or several transactions to another transaction, which becomes a master service request. This enables the service team to process the request more efficiently, as they can deal with a single master request and do not have to administer each individual service request transaction. Users can add attachments to locked transactions, but cannot make any other individual changes unless they first unlock the transaction from the master service request.

You can view and maintain a list of linked back-end service processes as well as linked CRM objects such as e-mail and knowledge articles. For more information, see Business Context.