Standard SAP transaction EMMAC1 is difficult to use if you are unfamiliar with it. How do you make sure the right objects are added into case? How do you check the users are creating the right cases? You can set up the case creation from within your Customer Relationship Management system whereby you are using CRM or C4C however, this means logging into a new system from outside of the back office.
BDEx has a new action to enable a user to create a case from BDEx. This launches a pop-up whereby the user can select the appropriate case categories from a pre-configured list.
Once the case category is selected the primary/secondary objects are selected from the configuration of the case and the objects will be populated automatically if BDEx has the data references available . Preventing the user from remembering what objects to add and memorizing the correct elements and object types to be added.
If a case is created from another case – the source case number is added to retain visibility.
Template notes can be configured for the case category.
Text from the template is prefilled and presented and users can then make changes as required.
Please review the post implementation instructions to understand how to set up and activate this functionality.
General Configuration to Activate Features
Configuration for Create Case
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