Case management - some questions

History of the Case Management, which is the appropriate
How do CRM Case Management history records?
CRM Integration for BPM - Case management and BPM - is it possibble?
Is preferable Case management as a WF?
There is a personal file in the CRM Business Partner?
Integration of CRM tasks and Universal Worklist - is it possibble?
Documents can be archived to external DMS?
Can Case Management track terms and automatically trigger actions?
What has to be Case? - Any activity or set of related activities together (decision, appeal in response to an appeal, ...)
How are connected Record and Case Management?
Thank you.

Hi,
1. Does Oracle Case Management solution supports De Dup check for suctomer data ?
------Duplicate SR check can be implemented in Service Request module (i.e. Form Based Module) based on item/instance/customer using profiles/setup (Check Teleservice implementation guide - 'Setting Up Duplicate Checking'). It cannot be implemented in Case Management module.
2. In case management can we create another case from case work item screen ?
------There iss no out of the box solution given by oracle to create a new cae from existing case. However customiztion can be done for this which will call 'case creation API' to generate a new case.
3. Can we customize case management screens ?
-------OAF personalization can be used to personalize case management screens as per business requirement. Refer 'OAF personalization guide_R12' for this.
Thanks & Rgds,
Gaurav Joshi.

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    In case of a standard IDOC extended to accommodate for some custom values(for which there are no fields in standard IDOC - Let us say you have added some new fields on VA01) - In this case you can still use the standard Process code and Standard FM associated with it, SAP provides several Function exits in these FM's which you can leverage to add your custom logic.
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    There are several documents available on the net and on SDN detailing step by step approach for all the above three cases,
    just search for step by step guide for IDOCS - sap.
    3 - I don't have to create the Control record and the status record for my new message type right ? because those field value will automatically pull out from partner profile and system status message, am I correct?
    Again it depends, in case of using a standard IDOC you wouldn't have to. But in case you have some customizations/enhancements then you might have to.
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    Try out the examples you find on the net and post any specific questions you might have.
    Regards,
    Chen

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