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CRM_MULTILEVEL_CATEG - Define Categorization

CRM_MULTILEVEL_CATEG - Define Categorization

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You can configure the multi-level categorization according to your needs. To do this, you must make settings in Customizing and in the category modeler.

Customizing for Customer Relationship Management

Make the settings required for using the category modeler in the IMG under CRM Cross-Application Components --> Multilevel Categorization --> Define Application Areas for Categorization:

  • Define the application areas to be used as the basis for the categorization schemas created in the category modeler.
The content queries of the content analysis are used to evaluate inbound e-mails and determine default values for the categories.

For more information on the settings in this activity, see the corresponding IMG documentation.

Special Features of the Interaction Center (IC) WebClient

Make the settings required for using the category modeler in the IMG under Interaction Center WebClient --> Define Categorization Profiles:

  • Activate or deactivate the content analysis.

  • Define the automatic solution proposal function.

  • Define the behavior of dropdown boxes for the categories. You define here, amongst others, whether a round trip is used or not.

  • You define the connection with the E-Mail Response Management System (ERMS).

  • You define the selection of service order templates for the automatic completion of the service process and service ticket.

For more information on the settings in this IMG activity, see the corresponding IMG documentation.

Settings in the Rule Modeler

You can choose between attribute categorization or hierarchical categorization.

Business Transactions

In the rule modeler, create a schema with the corresponding application ID and assign the parameter subject profile. Assign subject codes to the categories of the schema. If you want to use your own subject codes, you must first make the appropriate settings. You do this in the Customizing of Customer Relationship Management under Basic Functions --> Catalogs, Codes, and Profiles.

For more information, see the application help of the category modeler.

Special Features of the Interaction Center WebClient

Note that the subject profile for service is used for the categorization of service tickets.

Special Features of Case Management

Only the hierarchical categorization is available for case management.

The schemas are created for each case type.






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