Architecture of CRM Case Management
CRM Case Management is an extension of Basis Case Management, which in turn uses the SAP Basis Records Management. In the following diagram, the specific components of the CRM case are described.
CRM Case Management Architecture
The CRM Case consists of attributes such as ID, short text, status, priority and other attributes, as well as of several subcomponents. These subcomponents are the case record, case notes, case log, and the integration into the document management system of CRM Content Management.
Case Attributes
The CRM case consists of attributes from the Basis case and can
be enhanced with CRM attributes. Basis Case Management allows for other applications,
for example, CRM Case Management, to add application-specific attributes.
To be able to use this feature, you must set an additional table in the attribute
profile in Case Management Customizing. In CRM, the table CRMD_CMG_CASE_AT
is
used for this task. As an additional attribute in CRM, only the attribute Short
text in upper case
is used. This additional attribute causes
upper case short texts to be stored twice – once in a Basis case table and
once in the CRM table. This enables non-case-sensitive searches.
If you want to extend the CRM case with your own attributes using the Easy Enhancement Workbench, you must use these attributes with the table mentioned above. For information on enhancing the CRM case with additional fields, see Usage of Customer Includes and Easy Enhancement Workbench for Case Management.
For a definition of the other Case Management terms, such as case log, notes, case record and others, see the glossary and SAPterm.