You can configure the following, for example:

• Activities

  In IT Service Management, you can create tasks, E-Mails, and deadlines.

  For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under  http://help.sap.com/crm <current release> Application Help Basic Functions Actions .

• Categorization Schemas

  Specify the multi-level categories and their hierarchy.

  You activate and configure sample categorization schemas in the SAP Solution Manager Configuration, IT Service Management scenario,  Perform Optional Configuration Configure Manually step.

  For more information about categorization schemas and multi-level categorization, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under  http://help.sap.com/crm <current release> Application Help Basic Functions Multi-Step Categorization .

  For information about using auto complete with incidents, see the SAP Library for Customer Relationship Management in the SAP Help Portal, under  http://help.sap.com/crm <current release> Application Help Basic Functions Multilevel Categorization Auto Suggest .

• Mail Forms

  Specify mail forms to send formatted E-Mails.

  For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under  http://help.sap.com/crm Release SAP CRM 7.0 Application Help Marketing Core Marketing Objects and Functions Personalized E-Mails .

• Rule Policies

  You specify rule policies to automate tasks, such as assigning the workflow tasks for processing service requests, which specify who performs which processing step, and in which order.

  For more information, see Rule Policies.

  For more information about using rule-based dispatching with incidents, see the SAP Library for Customer Relationship Management in the SAP Help Portal, under  http://help.sap.com/crm <Release SAP CRM 7.0 or higher> Application Help Service Generic Functions in Service Rule-Based Dispatching of Service Transactions .

• Survey

  To create surveys, specify the questions and their sequence.

  For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under  http://help.sap.com/crm <current release> Application Help Basic Functions Survey Tool .