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Former Member

difference between case management and complaint management

Hi ,

Can any one explain the difference between case management and complaint management with some simple example .

Regards,

Rahul

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  • author's profile photo Former Member
    Former Member
    Posted on Dec 22, 2008 at 02:45 PM

    Hi

    complaint mngt is for creating, maintaing, processing of complaint documents - when customer calls you and tells about problem with product he bought, you create complaint document in CRM.

    case mngt is for managing more documents , it could be documents for many customers. Case is usually about complex problem.

    http://help.sap.com/saphelp_crm50/helpdata/en/4c/d7fb717f7b3e4cba12953ec1b9b8c3/frameset.htm

    Regards

    Radek

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