What is case determination strategy in SAP CRM-IPS - Public Sector?

SAP Term: case determination strategy

• Component: CRM-IPS

• Component Name: Public Sector

• Description: Contains control attributes for the determination of existing cases in Case Management. The strategy contains a sequence of determination algorithms that perform the search for specific cases in relation to social applications or social service plans. The following determination algorithms are used for this purpose: via the predecessor the case is determined from the related predecessor document via the case search the case is determined using predefined case attributes of the case type determination strategy, such as case type, case reference category via a customer-defined BAdI implementation customer-specific search algorithms can be defined and can, among other things, override the standard search algorithm.

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• Key Concepts: 
  Case Determination Strategy is a feature of the CRM-IPS Public Sector component of SAP. It is used to define the criteria for determining which cases should be assigned to which agents. It allows for the creation of rules that define the criteria for case assignment, such as the type of case, the urgency of the case, and the skillset of the agent. 
  
  How to use it: 
  To use Case Determination Strategy, first create a set of rules that define the criteria for case assignment. These rules can be based on the type of case, urgency, or agent skillset. Once these rules are created, they can be applied to any incoming cases. The system will then automatically assign cases to agents based on these criteria. 
  
  Tips & Tricks: 
  When creating rules for Case Determination Strategy, it is important to consider all possible scenarios and create rules that cover all possible cases. This will ensure that all incoming cases are assigned to the most appropriate agent. Additionally, it is important to regularly review and update these rules as needed in order to ensure that they remain up-to-date and relevant. 
  
  Related Information: 
  For more information on Case Determination Strategy, please refer to SAP's official documentation on CRM-IPS Public Sector. Additionally, there are many online resources available that provide detailed tutorials and best practices for using this feature.