Enhanced authorization control for case access. The CRM case can now be connected to the Access Control Engine (ACE). This enables you to define a wider range of groups that can access cases beyond case processors in the same organizational unit.

Automatically created case notes. A case note can now be created automatically to inform a case processor about events that occurred and affect the case. You can define additional attributes for your case notes to store additional information.

Reassignment of business partners in linked objects. If you transfer an ongoing case to another case processor or department, all outstanding case business partners and their associated activities are automatically transferred with the case. You can use the delivered Business Add-In (BAdI) to influence this behavior.

Configuring repetitive tasks. The standard delivery contains functions that let you make tasks and activities contained in a case become repetitive. You can also maintain the parameters for repeating these tasks and activities. For example, there may be a report that needs to be run weekly over the life of an open case to monitor its progress.

Sending e-mails directly from a case. You can now send an e-mail directly from within a case that includes one or multiple attachments.

Linking related cases. Cases are normally structured in a hierarchy of higher-level cases and sub-cases. You can now link related cases that are not part of the same hierarchy to gain a different overview.

Defining case closing profiles. You can create a profile for how cases with open dependent transactions are to be closed. The profile allows you to handle different transaction types and also set different system behaviors for the transactions.

Case archiving. You can define checks before archiving a case, archive (write) cases to the database, and delete cases from the database once they have been archived. There is also a new transaction to call up archived cases if you want to review old cases for specific business reasons.

Setting the case search scenario. You can set which search scenario you want to use for searching cases. You can choose between the standard scenario and the SAF/TREX option, which handles more complicated searches.

Enhancing case categorization. You can enhance the case categories by creating new attributes to attach to it, as well as add new object link types. By extending the case category, this allows greater control when processing the case.

Case Application Programming Interfaces (APIs). In Customizing, there are several BAdIs available that allow you to influence the behavior of case-specific import and export Business Application Programming Interface (BAPI) parameters.

Using XI for case import and export. There are various BAdIs and other functions you can use to import and export of CRM case information through XI. The XI infrastructure allows CRM information to be exchanged between systems using XML. You can also monitor export logs as well as manually export cases.