You can create users and business partners manually or automatically.

For more information, see Creating Users or Business Partners Automatically and the Configuration and Upgrade Guide for the Incident Management application on SAP Service Marketplace.

You can set up service level agreements.

For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal under  http://help.sap.com SAP Business Suite SAP Customer Relationship Mgmt. <CRM Release> Application Help <Language> Service Service Request Management IT Service Management Service Level Agreements (SLA) .

In the WebClient UI, you can create, edit, and search for master data such as business partners and installations.

For more information, see Master Data Administration.

You can assign S-users to users.

For more information, see the Configuration and Upgrade Guide for the Incident Management application on SAP Service Marketplace.

You can assign positions and organizational units to users.

For more information, see the Configuration and Upgrade Guide for the Incident Management application on SAP Service Marketplace.

You can configure actions.

For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal under  http://help.sap.com SAP Business Suite SAP Customer Relationship Mgmt. <CRM Release> Application Help <Language> Basic Functions Actions .

You can identify Customizing settings with errors in the various incident management areas.

For more information, see Identifying Errors in Incident Management Customizing.

You can adjust the user interface of the WebClient UI to reflect your business requirements and corporate identity by means of a range of framework tools.

For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal under  http://help.sap.com SAP Business Suite SAP Customer Relationship Mgmt. <CRM Release> Application Help <Language> WebClient UI Framework .

You can add customer fields and tables to existing business objects using the Easy Enhancement Workbench.

For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal under  http://help.sap.com SAP Business Suite SAP Customer Relationship Mgmt. <CRM Release> Application Help <Language> Basic Functions Enhancements with the Easy Enhancement Workbench in SAP CRM .

You can personalize the user interface.

For more information, see SAP Library for SAP Customer Relationship Management on SAP Help Portal under  http://help.sap.com SAP Business Suite SAP Customer Relationship Mgmt. <CRM Release> Application Help <Language> WebClient UI Framework User Interface Personalization .

To be able to work with message reporting, you can configure the settings for connecting to the SAP Business Information Warehouse (BW) system and for data extraction.

For more information, see BW-Based Message Reporting Settings.

You can set up and manage substitutes. To do this, you specify for a defined period which business partner will substitute you in your absence or which business partner you will substitute in his or her absence. This function is available in the Incident Management work center under Common Tasks.