Multi-level Categorization

Multi-level Categorization is a kind of hierarchical categories which can be uses in the business transaction to classification purposes. For example, in the service order, we can categorize the defect, reason, solutions into many hierarchical categories. One or more than one can be selected easily from the hierarchical tree in the service order header or item. We can take the multi-level categorization as an enhancement to the previous subject. In a subject profile, we can define Catalog, under the catalog we can define code group, and in the code group we can define code. That's all. The multi-level categorization is more powerful which can have as many levels as you want. The categorization is linked to the catalog/code group/code.

Key Features of Multi-Level Categorization

y

Categorization Schema Named as Category Modeler before, is a tool to build and manage the categorization. Hierarchy or Attribute categorization: Whether duplicate category can be used in the categories. Content analysis: Textual contents are assessed and automatic category suggestions are made using content queries for content analysis. Auto suggest of objects: By assigning business objects to categories, you can integrate different additional functions in your applications. These additional

functions may include: automatic display of solution suggestions, automatically completing service orders using assigned service order templates in the Interaction Center (IC) WebClient, and using specific e-mail standard responses in the e-mail editor of the IC WebClient.
y y y y

Versioning Schema-specific field labels Authorization concept Combination and import of categorization schemas Multilevel categorization is available in varying scopes for the following applications: o Service orders o Service order templates o Confirmations o Complaints o In-house repair orders o Case management o Interaction record Interaction Record Interaction Record is the central navigation point in the interaction center. Agents can log interaction information quickly for prompt or further processing. Different UI Types of Interaction Record In the interaction history, return results, we can use open the interaction with the Interaction center Interaction Record view( the simple one), lean interaction record page, or the biggest one, the standard Web UI business activity. Multilevel Categorization Now the Interaction Record supports the multilevel categorization, which is useful to categorize the issues/problems/interaction with the general multilevel categorization technique. Here, multilevel categorization uses the categorization schema as it does in the complaint, service order.

y y

y y

y y

<Demo: Multilevel Categorization in Interaction Record>

y

Auto Suggest
Use
As part of multilevel categorization, the assignment of objects to categories in the category editor enables auto suggest. If you manually select the categories in the applications that use multilevel categorization, the assigned objects, such as certain solutions from the knowledge base, are displayed. You can use the content analysis to display automatic category suggestions. Then, using the selected categories, assigned objects such as solutions from the knowledge base, are displayed.

Prerequisites
The following prerequisites have to be fulfilled in order to use auto suggest:

You have set up multilevel categorization.

For more information, see Multilevel Categorization. y If you want to enable displaying business objects using automatic category suggestions, you have set up content analysis.

For more information, see Content Analysis.

Features
The auto suggest function is available in CRM Case Management (People-Centric UI), in the Interaction Center (IC) WebClient and in the E-Mail Response Management System (ERMS). Interaction Center WebClient You can use the following variants of auto suggest in the IC WebClient:

Multi Level Categorization :

This function is available in the IC WebClient in the following applications.


Service order Service ticket Complaints Case Management Interaction record

In the category modeler, you can assign solutions from the knowledge base to each category. An agent in the IC WebClient who is processing a service order is notified of available suggestions by an alert if relevant categories are selected automatically or manually. Agents can then display the corresponding solutions via the alert itself or by using the navigation bar to navigate to the knowledge base. For more information, see y Auto complete Knowledge Search in SAP CRM.

This function is available in the service order and in the service ticket. In the category editor you can assign service order templates to each category. If you select the relevant category in the service order or in the service ticket, you can choose Auto complete to transfer the data from the relevant service order template. For more information, see Service Order Template.

E-Mail standard responses

This function is available in the e-mail editor. In the category modeler, you can assign e-mail standard responses to each category. If you select the relevant category, the assigned standard responses are available in the e-mail editor in the dropdown box for selecting standard responses. y Products

This function is available in the IC WebClient in the following applications.



Service order Service ticket Complaints Case Management Interaction record

In the category editor you can assign products to each category. If you select the corresponding product in the IC WebClient, the categories are predefined accordingly. y Search queries

You can define content queries for the content analysis. The content queries are used to assess incoming e-mails, for example, and to create default values for a certain schema. For more information, see Content Analysis.
E-Mail Response Management System ERMS also uses content analysis and therefore the definition of content queries. CRM Case Management (People Centric UI) You can use the following variants of auto suggest in the Case Management BSP application:

Activity templates

You can use activity templates that are linked to categories to create additional activities and to link them to the case. y Document template profiles

You can use document templates that are assigned to categories to create documents within a case. y Enhanced attributes

By assigning enhanced attributes, you can define a time version at category level. y Screen variants

You can link screen variants to your People-Centric UI at category level.

For more information about this special type of categorization, see SAP Help Portal in the SAP CRM 5.0 documentation by choosing Components and Functions p Multilevel Categorization p Multilevel Categorization in Case Management.

Multilevel Categorization
Use
Use this function to set up multilevel categorization for different applications. Multilevel categorization enables you to individually design the categorization and integration of the functions of auto suggest and content analysis in your applications.

Prerequisites
You have made the necessary settings in Customizing for Customer Relationship Management: You do this by choosing CRM Cross-Application Components p Multilevel Categorization p Define Application Areas for Categorization, and also for categorization in the Interaction Center (IC) by choosing Interaction Center WebClient p Business Transaction p Define Categorization Profiles. For information about the settings to be made in the category modeler, choose Cross-Application Components p Multilevel Categorization p Define Categorization.

Features
You configure multilevel categorization in the BSP application category modeler.

In the category modeler you define categorization schemas and categories within a schema. If necessary, assign business objects to the categories. These can be solutions from the knowledge base, e-mail standard responses or queries for the content analysis. Multilevel categorization includes the following functions:

Hierarchy or attribute categorization

Depending on the business scenario, you can structure the categories in a schema strictly hierarchically, or in the form of value combinations. For more information see Forms of Categorization. y Content analysis

Textual contents are assessed and automatic category suggestions are made using content queries for content analysis. For more information, see Content Analysis. y Auto suggest

By assigning business objects to categories you can integrate different additional functions in your applications, such as displaying automatic suggestions and automatically completing service orders using assigned service order templates in the Interaction Center (IC) WebClient as well as the provision of specific e-mail standard responses in the e-mail editor of the IC WebClient. For more information, see Auto Suggest. y Versioning

You can use a combination of the various schema statuses with the chronological validity of a schema to version your categorization schemas. Versioning ensures that historical documents remain consistent because you can use the time stamp of the documents (created on) to determine on which schema the categorization of a document is based. In addition, setting the chronological validity of a schema offers advantages in planning. This is important in the public sector where if the law changes on a key date, the validity of a schema has to be adapted if necessary to the validity of a certain legislation. y Authorization concept

You can use authorization object CRM_CATEGO in the user maintenance section of the SAP menu to set up authorizations for the category modeler. If you assign the display authorization appropriately, you can use the authorization concept to also configure the layout of the category modeler to be user-dependent. For more information, see Permissions for the Category Modeler.
Multilevel categorization is available in varying scopes for the following applications:

y


People-Centric UI Service orders Service order templates Confirmations Complaints In-house repair orders Case Management One-to-one e-mail Portal roles
y y   Role for the Interaction Center Manager Role for Marketing Assistants Category Modeler.

For more information, see

y


Interaction Center WebClient Service orders Service tickets Complaints Case Management Interaction record