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Function documentationCase Management


Case Management enables you to consolidate, manage, and process information about a complex problem or issue in a central collection point, the case. Within a case, you can group diverse information, such as business partners, transactions, products, and documents. This information can reside in different physical systems.

You can also use Case Management to process problems and issues that involve multiple processing steps or multiple processors. Case Management therefore supports the processing and communication flow between organizational units and helps you to increase processing efficiency.

Case Management contains various functions and features that are applicable to different scenarios, including the Interaction Center (IC) WebClient. For more information about the scope of Case Management in the IC WebClient, see Case Processing in the Interaction Center WebClient.

SAP provides the framework for processing issues in different industries and scenarios for Case Management:

  • Incidents relating to complex or expensive products for which you provide technical services

  • Issues in the utilities industry, such as power outages

  • Insurance claims cases

  • Services in government agencies

SAP provides predefined case types to support the following scenarios:

  • General incident tracking

  • Disputes regarding customer invoices and payments in the telecommunications industry


You have made all the necessary settings in Customizing under Start of the navigation path Customer Relationship Management Next navigation step Case Management End of the navigation path.

SAP provides standard Customizing settings that enable you to run Case Management with few or no modifications. Depending on your business processes and system landscape, however, you may need to make further settings.

The section Extended Customizing of Case Management Customizing contains more specific settings if you have special requirements. For example, you can determine linked objects residing in systems other than your SAP CRM system to cases, or define a case closing profile, or set up case archiving.

You only need to maintain the Special Settings section under Extended Customizing in exceptional cases. To do this, you require assistance from an experienced consultant.

If you want to use reference categories, you must have already set up Multilevel Categorization. You do this in the Customizing for CRM by choosing Start of the navigation path CRM Cross-Application Components Next navigation step Multilevel Categorization End of the navigation path and you need to perform additional tasks in the CRM WebClient UI for the IC Manager role under Process Modeling.


  • Linking existing business objects to a case: You can link CRM business object types to a case, for example:

    • Business partner

    • Products, objects, installed base components

    • CRM sales and service business transactions

    • Problems and solutions from the knowledge base

  • Assigning and displaying the involved parties: When you assign or link involved parties with a case, you can assign partner functions and specify the main business partner. In Customizing you can define partner determination procedures using a Business Add-In (BAdI) for each case type and assign partner functions only using the existing BAdI. Furthermore, you can define a minimum and maximum number of partners that must be entered for the various partner functions for each case type.

  • Linking electronic documents, such as forms and policies, to a case: Content Management functionality enables you to structure documents, and link archived documents. For more information, see CRM Content Management and Document Management.

  • Linking activities to a case: From Case Management you can directly access activity management. You can create multiple activities to plan and track the required processing steps for a case. You can assign an activity to a person responsible who is not necessarily the case processor. Processors can generate a list of activities for which they are assigned as person responsible. You can also link existing activities to a case. For more information, see Activity Management.

  • Creating and linking actions: You can create and link actions from within a case. For example, you can define actions for sending e-mail messages, creating and linking service orders. Actions allow you to process cases more efficiently.

  • Entering case notes: You can enter notes if you want to record case-specific information. These notes are always assigned directly to the case and facilitate communication between agents. Case notes are stamped with the name of the user who created the note and the date and time of creation. You can categorize notes by assigning them a note type. You can also make a note of the reason for linking objects to a case next to the objects themselves.

  • Change history: Changes to a case are automatically recorded in a log, with a user, date and time stamp. This change history helps you to track changes to case attributes, linking of business objects to a case, and unlinking of business objects in a case.

  • Authorizations: You can use enhanced authorization control using the Access Control Engine to enable sensitive information to be handled confidentially and only be made visible to authorized persons. You can restrict authorizations to view or change cases and case notes, based on case types and note types. You can also restrict access to specific information within an authorized case type. For more information, see Case Authorizations.

  • Status management: You can assign customer-defined statuses to cases. You define the system status in Customizing where you specify which status changes are permitted.

  • Using case categories: You can categorize cases and analyze the data in SAP NetWeaver Business Intelligence (SAP NetWeaver BI). You define categorization in CRM using multilevel categorization.

  • Using reference categories: You can assign a reference category for multilevel categorization at case header level, which allows you to control case processing. You can use reference categories to include various business objects and functions in your case processing. You can use activity templates that are linked to categories to create additional activities and to link them to the case. You can use document templates that are assigned to categories to create documents within a case. By assigning extended attributes, you can define a time version of the reference category. You can use the reference category to run reports in SAP NetWeaver BI.

  • Case hierarchies: You can manage associated cases in a hierarchy. To do this, you need to define subordinate cases.

  • Creating new cases: You can create a new case from an existing one and use it as a template, or you can choose to create a new case type from a list of case types. When you copy a case, a case of the same case type is created.

  • Integration of business objects from an integrated SAP ERP system: You can link business objects from an integrated SAP ERP system with a case. In Customizing you define which business object types you want to link together.