What is reference category in SAP CRM-CM - Case Management?

SAP Term: reference category

• Component: CRM-CM

• Component Name: Case Management

• Description: An attribute that, depending on the case type, can be assigned to a case. The reference category can be used to record additional information for a case. It can also be used to assign document templates, activity templates, and external data. Reference categories are defined in the category modeler. &EXAMPLE& If a visa application is processed using a case, reference categories can be used to represent the various possible statuses of application processing, such as new application, check application, and approval. The necessary document templates and activity templates are assigned for each status or reference category, which simplifies case processing.

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• Key Concepts: 
  Reference category is a feature in SAP CRM-CM Case Management that allows users to categorize cases into different groups. This helps users to quickly identify and manage cases that are related to each other. It also helps to track the progress of cases and identify any potential issues.
  
  How to use it: 
  To use the reference category feature, users must first create a reference category in the system. This can be done by selecting the “Create Reference Category” option from the Case Management menu. Once the reference category is created, users can assign cases to it by selecting the “Assign Reference Category” option from the Case Management menu. 
  
  Tips & Tricks: 
  When creating a reference category, it is important to choose a name that is descriptive and easy to remember. This will help users quickly identify and manage related cases. It is also important to assign cases to the correct reference category in order to ensure accurate tracking of progress and identification of potential issues. 
  
  Related Information: 
  Reference categories can be used in conjunction with other features in SAP CRM-CM Case Management such as case status, priority, and due date. This allows users to quickly identify and manage related cases based on their status, priority, or due date.