Case Management

Main Process

 

During case processing, the case processor as well as other responsible case employees review the details of the case, including linked objects, case notes, and the case history. Processors can enter additional information to the case as appropriate and also specify further activities that need to be completed and forward these to the processors responsible. They can also link related cases by building a hierarchical structure of cases.

User or role-based authorizations determine the cases or case data visible to a processor and the changes that he can make to a particular case.

You can use this business process to confirm working times, materials used, and expenses for services performed. To simplify the task of confirmation, you can plan these confirmation items in a service process (for example, a service order) or an in-house repair order. The field service representative then references the process or order and copies the relevant planned items to a service confirmation document.

Confirmation data is automatically posted to integrated SAP R/3 systems to enable an update of stock data, working times, and controlling data.

In this process, you create a business activity, and the data you enter in the business activity is automatically transferred to your groupware administration system, in this case, Microsoft Outlook or Lotus Notes. Next, you document the business activity, for example, using an activity journal or questionnaire.

Allows agents to open, edit, and close cases. Enables Follow-up and To Do Items, Case History, and sub case hierarchies. Creates cases with reference to a particular customer or product and can reference business and office documents. Links involved parties and relevant data to the case. Links relevant documents to the case. Monitors follow-up processing steps for one or multiple processors. Handles multiple note types including user/time stamp. Logs and visualizes all changes to a case. Monitors hierarchical links between cases.