Introduction to SAP CRM Case Management- Part V

Originally published on

http://scn.sap.com/community/crm/service/blog/2013/11/08/introduction-to-sap-crm-case-management-part-v

In my previous blog post I’ve described the authorisation objects and enhancement spots available in CRM Case Management.

In this last blog, I am going to explain the basic differences between SAP CRM Investigative Case Management and SAP CRM Case Management.

Both Case Management solutions are available out-of-the-box within any SAP CRM.

Basic differences are described below:

 

Additionally the following table explain differences in the configuration between both cases:

Configuration Setting	Investigative Case Management	CRM Standard Case Management
Function Profile	Based on: Function Profile CRM_ICM No Component Record assigned.	Based on: Function Profile CRM_0001 Component: CL_SCMG_SUBCOMPONENT_RECORD
Processes Profile defines a broad application of the case management functionality. They are used to group cases types and as a filter for Business Add-Ins	Process: CCMG CCMG (ICM Case Process): With this process it is possible to activate the use of DFPS integration and (or) cProjects integration, and to determine if the system is to use records.	Process C_01 C_01 (Service: Integration ICWebClient):
Common fields	Use: External Reference Status profile Text profile Action Profile Categorisation Priorities Reasons for Escalation Partners	Use: External Reference Status profile Text profile Action Profile Categorisation Priorities Reasons for Escalation Partners
Additional Fields	Legal Reference Groups Locations Phases Reason Classification	Reason Classification

With the introduction of CRM Investigative Case Management, SAP is positioning Investigative Case Management Solution as the desire option for future implementations. However if you need to integrate CRM Business Object such as services order, sales order, opportunities or Financial Documents you required to enhance the element type for Investigative Case Management.

In the meantime both options are available for managing electronic cases in the CRM Solution.

Introduction to SAP CRM Case Management- Part IV

Originally published on

http://scn.sap.com/community/crm/service/blog/2013/11/07/introduction-to-sap-crm-case-management-part-iv

As I mentioned in my last entry, SAP CRM Case Management allows linking transaction and documents to the case. This is provided by SAP NetWeaver Folders Management.

In this blog, we are going to explain other features available in Case Management.

Change History:

Displays changes to the Case and Folder objects. Dates, time and users are registered.

CRM-specific Case Management BADIs:

The following BADIs are available in SAP CRM Case Management.

• CRM_CMG_ADD_OBJECT  

Inserting New Object Types in a Record.

• CRM_CMG_COPY

Copying Cases.

• CRM_CMG_FIELD_ATTR

Change Field Attributes (Only Display, Hide) for Runtime.

• CRM_CMG_FILL_DDLB

Filling Customer-Specific Dropdown List.

• CRM_CMG_ON_CREATION

Data Transfer When Creating a Case. Example: Filling default values when creating case from Service Order application

Case Authorisations:

The following authorisation objects are available for case management. Additionally is possible to use the Access Control Engine (ACE) to flexibly control access to CRM cases.

• S_SCMG_CAS Case

This object defines authorizations for entire cases.

• S_SCMG_FLN Field-Level Authorization

This object defines authorizations for the attribute fields in a case header.

• S_SCMG_STA Status

This object defines authorizations to change the case status.

• S_SCMG_TXT Notes

This object defines authorizations for case notes.

BI – Reports available for SAP CRM Case Management:

The following queries are available for Case Management:

• Case Workload Analysis

You use this query to analyse the workload of cases by service organizations.

• Analysis of Sensitive Cases

You use this query to analyse the authorization level of cases.

• Planned Date of Case Closure

You use this query to analyse expiring cases.

• Case Relationship Analysis for Linked Business Partner .

You use this query to analyse business partners linked to cases.

• Case Escalation Analysis

You use this query to analyse number of activities linked to cases.

• Status Overview for Documents in Cases

You use this query to analyse various business transactions linked to cases.

To be continued…

Introduction to SAP CRM Case Management- Part III

Originally published on

http://scn.sap.com/community/crm/service/blog/2013/11/07/introduction-to-sap-crm-case-management-part-iii

We already covered the basic features of SAP CRM Case Management (http://scn.sap.com/community/crm/service/blog/2013/11/06/introduction-to-sap-crm-case-management-part-ii).

In this blog we are going to continue explaining the capabilities of SAP CRM Case Management.

Case Transactions:

Application-independent business transactions (CRM, ERP) can be linked to a case. This is controlled by configuration: the record model assigned to each case type.

Transaction can be inserted in the assignment block “Transactions”. It is also possible create new transactions from the case.

CRM Case Management provides a different assignment block for “Activities”. This allows major visibility when creating activities to plan and track the required processing steps for a case.

 

Folders (Record / Case) Model:

SAP NetWeaver Folders (record) Management implements the logic for the record model.

Record model is a template for records and defines the structure for all objects and documents to be linked to a case. Record model defines which type of object or document is permitted in which folder including minimum and maximum instances. A record model is assigned to each case type in configuration.

A record model is defined using nodes:

Structure nodes

• Folders within a Record
• Help to define the structure of the record. These nodes only act as headers for other nodes.
• Nodes that cannot have elements assigned to them in records.

Model nodes

• Define which elements are permitted by assigning an element type
• The element type determines that the node can only be filled in the record with elements of this element type.

Below is a selection of Element Types provided by SAP:

• Document

The Document Element Type is used for managing electronic documents such as Word, Excel, PDF, PowerPoint.

• URL

A URL is a link to a web source.

• Business Objects

Business Objects are transactional and master data objects in SAP Process Specific Applications such as Financials, Logistics, Human Resources etc.

Document in the SAP (ECC) Document Management System are integrated via the Document Information Record, itself at Business Object.

SAP NetWeaver Folders Management integrates content of an SAP Business Objects. It is extensible allowing integrate customer specific types/applications.

• Transaction

Any SAP transaction (UI function) can be integrated using this element type.

The following element type implementations are delivered by SAP allowing linking  transactions to a case:

Element Type ID	Description
CRM_GRANTOR_CLAIM	Claim
CRM_GRANTOR_GAG_CR	Agreement Change Request
CRM_GRANTOR_EARMARKED_FUNDS	Earmarked Funds
CRM_FICA_BILLING_DOC	Billing Document
CRM_CASE	Case
CRM_LEAD	Lead
CRM_BUSINESS_PARTNER	Business Partner
CRM_PRODUCT	Product
CRM_INSTALLED_BASE	Installation Component
CRM_SOLUTION_DATABASE_SOLUTION	Solution
CRM_SOLUTION_DATABASE_SYMPTOM	Symptom
CRM_BUSINESS_AGREEMENT	Business Agreement
CRM_IBASE	Installation
CRM_CASE_CLASSIFICATION	Classification
CRM_ACTIVITY_TASK	Activity – Task
CRM_BUSINESS_ACTIVITY	Activity – Customer Contact
CRM_COMPLAINT	Complaint/Return/Repair
CRM_SP_CASE_DOCUMENTS	Document
CRM_IC_EMAIL	E-Mail
CRM_BILLING_DOC	Billing Document
CRM_IC_FAX	Fax
CRM_IC_LETTER	Letter
CRM_GRANTOR_PROGRAM	Program
CRM_GRANTOR_APPLICATION	Application
CRM_PRODUCT_SERVICE_LETTER	Product Change Instructions
CRM_FINANCING_CONTRACT	Financing Agreement
CRM_GRANTOR_AGREEMENT	Agreement
CRM_OPPORTUNITY	Opportunity
CRM_BILLING_REQUEST	Billing Request
CRM_SERVICE_CONFIRMATION	Service completion confirmation
CRM_SERVICE_TRANSACTION	Service Transaction
CRM_WARRANTY_CLAIM	Warranty Claim
CRM_SALES_TRANSACTION	Sale
CRM_MAINTENANCE_PLAN	Maintenance Plan
CRM_SERVICE_CONTRACT	Service Contract
CRM_SALES_CONTRACT	Sales Contract
CRM_SPS_CASE	Superior Case
CRM_KNOWLEDGE_ARTICLE
CRM_GRANTOR_BILLING_DOC	Grantor Billing Document
CRM_PS_SOCIAL_APPLICATION	Social Application (BUS2000280)
CRM_PS_SOCIAL_SERVICE_PLAN	Social Service Plan (BUS2000281)
CRM_FICA_DOCUMENT	Financial document
CRM_APAR_INVOICE	FI AP/AR Invoicing
CRM_FICA_CONTRACT_ACCOUNT	Contract Account
CRM_FICA_INSTALLMENT_PLAN	Installment plan
CRM_FICA_DOCUMENT	Account Information
CRM_FICA_DUNNING	Dunning history
CRM_FICA_INVOICE	Invoice
CRM_FICA_INPAYMENT	Payments

Record Model is usually hidden in the CRM UI, but could be set to visible.

Documents:

It is possible linking electronic documents, such as forms and policies, to a case.

SAP CRM Content Management functionality enables you to structure documents, folders and URLs. CRM Content Management is based on Knowledge Provider (Kpro).

SAP CRM Content Management functionality is accessed in the context of a Business Object using the Assignment Block Attachments.

SAP does not provide user driven document creation, editing or viewing software. Customers must provide tools (e.g. MS Office, Adobe Reader, Internet Explorer etc.) to create / edit / view the document file types to be managed by CRM Content Management.

To be continued…

Introduction to SAP CRM Case Management- Part II

Originally published on

http://scn.sap.com/community/crm/service/blog/2013/11/06/introduction-to-sap-crm-case-management-part-ii

In my last blog I mentioned the possible scenarios for SAP Case Management . In this blog we are going to continue exploring the capabilities of SAPCRM Case Management.

SAP CRM Case Management has the following features:

Case ID :

Unique case identification ID. Case ID could be assigned manually or automatically.

• Automatic assignment:

This is controlled by configuration and the Case ID must be a numeric value

• Manual assignment

The entered ID has to be within the range configured. Only numbers or letters can be used.

Case Description and External Reference:

These attributes are free text fields to describe the case content. Uses are optional but are helpful for searching and identifying the case content.

Case Main Partners: Person Responsible, Processor & Organization:

Can be used to assign a Case to processor and ownership entities.

• Automatic assignment is possible by implementing the assignment logic in a BAdI.
• Additionally partner functions can be added to the partner procedure.

Higher-Level Case:

You can manage associated cases in a hierarchy. To do this, you need to assign a higher level case.

Any number of Cases can be linked in any number of levels using case hierarchy assignment block.

Case Priority:

Pre-defined priorities that are useful for workload distribution and case searching. They are relevant for all Case Types.

Case Category:

Case Categorisation uses of the CRM Multilevel Categorisation functionality, allowing you to assign a Case to a Category of a multilevel categorization schema.

Case Management supports assigning one or more Document and/or Activity Templates to Categories. Upon Case Categorisation the corresponding Documents / Activities are created and linked to the Case.

Case Status:

User-defined Statuses per case type. User status must be mapped to SAP System Statuses.

The following is the standard behaviour for SAP System status.

System Status	Case Object life-cycle
001 Open/New	Open for input
002 In Process	Open for input
007 Closed	Closed for input except moving to other status. Setting this status triggers Case Close function
008 Confirmed	Closed for input

Closing Case (case closing profile):

This functionality is triggered when a user status which is mapped to system status “Closed” is set. The case closing profile is assigned to a case type. It has one default close reaction rule and several transaction-type-specific close reaction rules. There is a BAdI available for additional customer-specific checks.

Case closing profile could set one of the following actions:

• Do not close case if open transactions exist

An error message is displayed if the user tries to close the case and an open transaction exists in this case.

• Close case and close open transactions

The case is closed and a PPF action is scheduled that closes all open transactions in this case.

• Prompt to close case; if yes, close open transactions

If there is an open transaction in the case, the user is asked if the case should be closed or left open. If yes, the case is closed and a PPF action will be scheduled to close all open transactions in this case.

• Close case and do not close open transactions

The case is closed whether or not there are open transactions and open transactions are not closed.

• Prompt to close case; if yes, do not close open transactions

If there is an open transaction in this case, the user is asked if the case should be closed or left open. If yes, the case is closed, but open transactions will not be closed.

In general a Closed Case can be reopened, however if transactions have been closed  will not be reopened automatically.

Case Note:

Case Notes are free text entries into the Case Notes assignment block. Use text profile to control the text ID available to enter comments.

It is possible to implement logic for automatic creation of Notes using the BAdI CRM_CMG_NOTES_ADD or by executing an action within the Business Rule Framework (BRF).

Notes are displayed in assignment block “Notes”.

Case Print Preview:

The Print Preview function in SAP CRM creates a PDF document containing the Case Attributes and Object linkages. Print function is based on Smart Form SCMG_SMART_FORM_CASE.

Follow the next blog…

 

Originally published on

 http://scn.sap.com/community/crm/service/blog/2013/11/04/introduction-to-sap-crm-case-management-part-i

SAP Case Management solution is designed for collecting and processing relevant information originating from multiples sources about a complex problem or issue in a central collection point.

Ideally you use Case Management to process problems or issues that involves a wide range of information, multiple processors (internal employees or external people), and/or require a long time frame for resolution.

A case acts as a folder with few describing attributes, which links all relevant information , objects and involved parties related to each other from a certain business perspective (for example, customer complaint handling, legal case tracking). This allows having central point, where people would find the most update information about the case.

SAP offer two toolsets for Case Management:

• SAP NetWeaver Case Management
• SAP CRM Case Management

Both are similar in capabilities and use SAP Records Management.

SAP NetWeaver Case Management has been  the toolset of choice for pre-defined Case Management scenarios in SAP ECC:

• HR Processes & Forms
• Dispute Management

SAP CRM Case Management has been the toolset of choice for pre-defined Case Management scenarios in SAP CRM:

Social Service and Security.

• Child Support Enforcement
• Child Welfare
• Illness Benefit
• Maternity leave.

Tax and Revenue Management

• Dispute Management
• Collection Management (Debt Recovery Management)
• Tax Audit

Grantor Management

• Grantor Application Management

The SAP CRM Case Management solution allows the linking of diverse information, such as business partners, transactions, products, and documents that could reside in different physical systems (SAP CRM and other applications, such as SRM and SAP ECC as well as objects from external applications).

SAP CRM Case Management offers the following features:

• Linking of business transactions and electronic office documents
• Linking of involved parties and products affected
• Multiple case note types
• Case history log to track and visualize all changes to a case
• Creation of case follow-up and to-do items
• Case describing attributes: external reference, reason, classification, status, priority.

…To be continued

 

SAP CRM Basic

SAP CRM Basic Concepts:

• Business Partners: Represents any parties Person, Organization or Group that have an interaction with the company. Involves customer, vendor, employees, suppliers and other concepts from SAP ECC.
• Products: Are goods which are the object of a company’s business activities. The following product types are available:
  • Material
  • Service
  • Warranty
  • Financing
  • Financial Service
  • Intellectual Property (IP

Where do you start?

As another SAP Solution, if you want to start in the SAP CRM World, these are useful links that you should review:

• SAP Best Practice: Configurations guides with the most common scenarios for a SAP Implementation. It is free and is always useful to check for find configuration guides available. http://help.sap.com/ Best Practices -> Cross-Industry Packages > Customer Relationship Management.
• SAP SDN CRM Articles: Guides with explanation about specific CRM topics. A good place to find useful information. http://www.sdn.sap.com/irj/scn/articles-crm-all.
• SAP SDN CRM eLearning: Demonstration videos where presenter explains how a functionality works or can be configured in the system. Definitely a place to visit unless once per month, specially because new topics are covered frequently here rather than in a best practice.  http://www.sdn.sap.com/irj/scn/crm-elearning
• SAP CRM Online Knwoledge Product (OKP): Requires a licence, but if you have one, you could find the official presentations and information available for SAP CRM.  http://service.sap.com/okp
• CRM Expert Magazine: Requires online subscriptions. Useful topics are posted monthly. http://www.crmexpertonline.com/
• SAP CRM Upgrade Information: Official information about upgrade information and documentation. https://service.sap.com/upgrade-crm
• SAP Notes: Official site with notes information for fix errors, bugs and problems. http://service.sap.com/notes
• SAP Help: Official site with definitions and theoretical information about SAP CRM Scenarios and functionalities. SAP Solutions > SAP Business Suite > SAP Customer Relationship Management.  http://help.sap.com/