Case Processing in the Interaction Center WebClient

A case is a structure that contains all different business objects or business object types that are linked or can be linked to a call. You can use this application to process cases in the Interaction Center (IC) WebClient. Cases can also be post-processed in CRM Enterprise, if required.

Prerequisites

You have made all the necessary settings in Customizing under Customer Relationship Management Case Management .
You have made all necessary settings in Customizing under Customer Relationship Management Interaction Center WebClient Business Transaction Case Management .

In this section, you can define filters for displaying case details and define profiles for case processing.
You have set up multilevel categorization in the Customizing under CRM Cross-Application Components Multilevel Categorization and Interaction Center WebClient Business Transaction Define Categorization Profiles .
You have set up automatic routing under Customer Relationship Management Interaction Center WebClient Business Transaction Define Automatic Routing .

Features

Many of the Case Management features available in the Interaction Center WebClient are available in other applications of Case Management. The following are features that are more specific to the Interaction Center WebClient, but can be used in other applications.

Case search
You can search for cases in the agent inbox using different selection criteria. If you open a case in the agent inbox, the view set Cases is displayed automatically.

Alternatively, you can use the separate case search if you have set this up in Customizing. If you want to use the separate case search, you have to set this up in Customizing for Customer Relationship Management by choosing Interaction Center WebClient Basic Functions Define Navigation Bar Profile .

Use the text search function in the Knowledge Search to search for case notes, documents and business objects as well as to search for cases based on the long text description of business objects. You can e-mail cases found using the Knowledge Search to internal and external parties. Case header information and attachments are sent.

For more information, see Knowledge Search in the Interaction Center WebClient and Knowledge Search in SAP CRM.
Displaying and creating case records
- You can display all business objects that are assigned to a case in table format. After you have searched for a case and displayed it, in the Record assignment block choose Linked Objects from the dropdown list. When all the linked objects to the case are displayed, you can drill down in the tree structure and click linked objects, such as other cases or business partners to display information about them.
- You can display the case hierarchy in relation to other cases it is linked to, or display the classification or the change log for all actions that have occurred in this case.
- You can create a case when in a transaction by clicking the Cases view set and selecting the case type and entering the case details. You can also link this new case to existing ones.
Assigning partner functions
When you link business partners with a case, you can assign partner functions and specify the main business partner.

In Customizing you can define partner determination procedures and partner functions for each case type. Furthermore, you can define a minimum and maximum number of partners that must be entered for the various partner functions for each case type.
Displaying assigned actions and assigning follow-up actions

If you click Actions, you can display any actions that are linked to the case, including their statuses, and when they were assigned. If you click Follow-up, you can create a follow-up action for the case, for example, an appointment or a sales call. This function only works for cases that are still open.
Defining multilevel categorization
You can categorize multilevel cases and use the different categories to display automatic object suggestions, such as solutions from the knowledge database.

For more information, see Multilevel Categorization.
Replacing views
You can replace the Case Search and Case Results views with views that you have defined and define quick searches. In the Customizing, choose Customer Relationship Management Interaction Center WebClient Customer-Specific System Modifications Enhance Profiles for Case Processing .

You can also replace the Attributes view and the extended Attributes view with views that you have defined. If you are using the separate case search, you can also replace the Case Search and Case Results views.