Case Management in Account Origination 

Use

Case Management enables you to manage, and process all information that arises during the account origination process in a central object: the case. In a case, you can group diverse information, 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.

 

Prerequisites

●     In Customizing, you have made the basic settings for Case Management. For more information, see the Implementation Guide (IMG) for Financial Services under ® Account Origination à Case Management for Financial Services à Case Management: Standard Settings and Document Management.

●     You have defined the required product hierarchies as product hierarchies for the account origination process.

For more information, see the Implementation Guide (IMG) for Financial Services under ® Account Origination ® Case Management for Financial Services ® Process Control ® Define Hierarchies for Acquisition Processes.

●     To generate a case from an opportunity or a quotation from a case, you assign the process categories to the relevant case types and transaction types.

For more information, see the Implementation Guide (IMG) for Financial Services under ® Account Origination ® Case Management for Financial Services ® Process Control ® Assign Process Category to Case Type and Transaction Type.

●     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 the Implementation Guide (IMG) for Financial Services under ® Account Origination ® Case Management for Financial Services ® Process Control ® Partner Function Assignment: Case – FS Quotation and Partner Function Assignment: Opportunity - Case.

●     If you want to create attribute enhancements for documents that you add to a case, you have defined these enhancements in Customizing either for all documents or a document type.

For more information, see the Implementation Guide (IMG) for Financial Services under ® Account Origination ® Case Management for Financial Services ® Document Management ® Attribute Enhancement.

●     To use actions in Case Management, you have defined these in Customizing.

For more information, see the Implementation Guide (IMG) for Customer Relationship Management under Basic Functions ® Actions.

Features

In account origination, you use generic functions of CRM Case Management. For further information, see Case Management.

For account origination, SAP ships the following case types:

●     Case type FSO1: Mapping of mortgage loans

●     Case type FSO2: Mapping of consumer loans

Record models are also available for the shipped case types (SCASE). Elements needed to handle account origination are assigned to the record models. These elements can be business partner, quotation, or checklists for documents, for example.

By assigning elements to the checklist of a record model, you can use rules from Business Rule Framework (BRF) in the origination process to check whether the customer has provided the documents needed for processing.

 

With the integration of BRF in Case Management, you can define rules that support you in the following areas:

●     Check that all documents for a case are complete, using checklists

●     Check on attributes that you have created via attribute enhancements

●     Restriction on the node of required documents, depending on the process category

In the financial service quotation (FS quotation), you start the checks with 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 preceding documents, so you do not have to enter the data twice.

●     Creating a case from an opportunity

The system creates the case, which matches the opportunity settings.

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 the Implementation Guide (IMG) for Financial Services under ® Account Origination ® Case Management for Financial Services ® Process Control ® BAdI: Determination of Case Type and Responsible Employee.

●     Creating a quotation from a case

The system creates the quotation, which matches the case settings.

These functions are defined as actions and integrated in Case Management.

Activities

●     If you want to create a record model or edit existing record models, use the transaction SCASE in the SAP GUI.

●     You can use the Case Management application in the People-Centric UI to process cases.