SAP Knowledge Base Article - Public

3492883 - Feature Settings in Case Type Settings

Symptom

You would like to understand the Feature Settings available during the case type creation and how they influence the system behavior.

Environment

SAP Service Cloud Version 2.

Resolution

Currently, the following feature settings are available during the case type creation:

  • Case Hierarchy
    • This flag will make available the creation of the main case and sub-case relationship for the specific case type version, making also the tab Relationship Settings visible within the case type itself, where you will be able to define the completion mechanism for main cases and sub-cases.
  • Task Management
    • This flag will control if tasks can be added against a case in the case General tab. If this is disabled, it will not be possible to add tasks in cases.
  • Forms
    • This flag will specify if the case type can be used for the Forms scenario / creation within the relevant Forms settings in the system. More details can be found in the SAP Help Portal
  • Business Documents
    • This flag will also specify if, for that case type, the Business Documents feature will be supported or not. If enabled, whenever a case with the specified type is created, the Business Documents tab will be available. More details can be found in the SAP Help Portal.
  • Business Information Extraction
    • This flag will enable the AI / ML capability to extract the entity specific information from the Subject and the Description of the Case, and it is automatically filled and can be accessed by the agent when resolving the case. More details can be found in the SAP Help Portal.
  • Complaint Item
    • This flag will enable the ability to assign Items to a case created with the specified case type. This will enable the tab Complaint Item within the case, where you can see items created from Sales Orders or referenced from products. More details can be found in the SAP Help Portal.

Keywords

Case, Cases, Case Type, Type, Version, Feature, Feature Settings, Case Hierarchy, Hierarchy, Relationship, Relationship Settings, Settings, Task, Tasks, Task Management, Management, General, Tab, General Tab, Create, Sub-Case, Sub, Sub Case, Main Case, Main, SAP Service Cloud Version 2, V2, Version 2, , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , How To

Product

SAP Sales Cloud and SAP Service Cloud Version 2 all versions ; SAP Service Cloud Version 2 all versions