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Function documentationCase Management in Account Origination

 

Case Management enables you to manage and process all the 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. Therefore, Case Management supports the process and communication flow between organizational units and ensures an efficient workflow.

Prerequisites

Settings for Case Management
  • In Customizing, you have made the basic settings for Case Management. For more information, see Customizing for Start of the navigation path Financial Services Next navigation step Account Origination Next navigation step Case Management for Financial Services Next navigation step Case Management: Standard Settings End of the navigation pathand Document Management.

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

    For more information, see Customizing for Start of the navigation path Financial Services Next navigation step Account Origination Next navigation step Case Management for Financial Services Next navigation step Process Control Next navigation step Define Hierarchies for Acquisition Processes. End of the navigation path

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

    For more information, see Customizing for Start of the navigation path Financial Services Next navigation step Account Origination Next navigation step Case Management for Financial Services Next navigation step Process Control Next navigation step Assign Process Category to Case Type and Transaction Type End of the navigation path.

  • To generate a case from an opportunity, you must define the settings for mapping partner functions. You can also use mapping to generate a quotation from a case.

    For more information, see Customizing for Start of the navigation path Financial Services Next navigation step Account Origination Next navigation step Case Management for Financial Services Next navigation step Process Control Next navigation step Assign Partner Function: Case - FS Quotation and Partner Function Assignment: Opportunity - Case End of the navigation path.

  • To create customer-specific attribute enhancements for documents that you add to a case, you must define these enhancements in Customizing either for all documents or for a document type.

    For more information, see Customizing for Start of the navigation path Financial Services Next navigation step Account Origination Next navigation step Case Management for Financial Services Next navigation step Document Management Next navigation step Attribute Enhancement End of the navigation path.

  • To be able to check the existence of documents in Case Management in business transactions, you must group these documents in actions.

    For more information, see Customizing for Start of the navigation path Customer Relationship Management Next navigation step Basic Functions Next navigation step Actions End of the navigation path.

Settings for Records Management

If you want to create a record model or edit the existing record models, choose Customizing for Start of the navigation path SAP NetWeaver Next navigation step Application Server Next navigation step Basis Services Next navigation step Records Management Next navigation step Customizing for Record Models, Records, and Documents End of the navigation path.

Features

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

We deliver case types for account origination, including the following:

  • Case type FSO1: mapping of mortgage loans (used in financial services quotations, for example)

  • Case type FSO2: mapping of consumer loans (used in financial services quotations, for example)

  • Case type FSSL: secured lending (used in banking opportunities and banking customer quotes, for example)

  • Case type FSUL: unsecured lending (used in banking opportunities and banking customer quotes, for example)

To use the following items (also listed in more detail above), you must activate the business function CRM-IFS, Guided Loan Origination Process (CRM_FS_NBRNWL_1):

  • Case type FSSL

  • Case type FSUL

Record models are also available for the delivered case types (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.

Case Types FSO1 and FSO2

If you assign 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.

Note Note

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.

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Case Types FSSL and FSUL

To use this function, you must activate the business function CRM-FS, Guided Loan Origination Process (CRM_FS_NBRNWL_1).

The case types FSSL and FSUL include the enhanced functions for the document checklists and Enterprise Content Management (ECM). The Real Estate Financing - Secured Lending (FSSL) record model has been created for these case types. It contains the following nodes: Banking Customer Quote and Personal Financial Statement (PFS). Note that this record model does not display the Checklist node that is available in case types FSO1 and FSO2.

The document checklist is available as an assignment block in the case. It enables you to view and change a list of required documents with their respective status (Attached or Missing). For more information, see Document Management in the Case.

You can use rules from the Business Rule Framework Plus (BRFplus) in the account origination process to check if the customer has provided the documents needed for processing. With the integration of the BRFplus in Case Management, you can define rules that help you to check that all documents for a case are complete (using document checklists).

In the banking customer quote, for example, you start the checks with the BRFplus available in the standard system. For more information, see BRFplus for Account Origination.

Activities

Creating a Case from an Opportunity

The system creates the case that matches the opportunity settings.

Note Note

If you generate a case from an opportunity, you can use a Business Add-In (BAdI) to change the standard assignment of a case type to a product category and the transfer of the responsible employee to the case.

For more information, see Customizing for Start of the navigation path Financial Services Next navigation step Account Origination Next navigation step Case Management for Financial Services Next navigation step Process Control Next navigation step BAdI: Determination of Case Type and Responsible Employee End of the navigation path.

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Creating a Quotation From a Case

The system creates the quotation that matches the case settings. These functions are defined as actions and integrated in Case Management.

Editing a Case

To edit a case, you choose Cases in the Acquisition and Sales assignment block.