Introduction to SAP CRM Case Management- Part V

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In my previous blog post I've described the authorisation objects and enhancement spots available in CRM Case Management (http://scn.sap.com/community/crm/service/blog/2013/11/07/introduction-to-sap-crm-case-management-par....

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 explains the 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.

For more information about "Investigative Case Management", check the following blog: SAP Investigative Case Management Overview