multi level categorization

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Multi-level Categorization

Multi-level Categorization is a kind of hierarchical categories which canbe 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 theprevious subject. In a subject profile, we can define Catalog, under the

catalog we can define code group, and in the code group we can definecode. That's all. The multi-level categorization is more powerful whichcan 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 SchemaNamed as Category Modeler before, is a tool to build and managethe categorization.

y Hierarchy or Attribute categorization: Whether duplicatecategory can be used in the categories.

y Content analysis:Textual contents are assessed and automatic category suggestionsare made using content queries for content analysis.

y Auto suggest of objects:By assigning business objects to categories, you can integrate

different additional functions in your applications. These additional


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functions may include: automatic display of solution suggestions,

automatically completing service orders using assigned serviceorder templates in the Interaction Center (IC) WebClient, and

using specific e-mail standard responses in the e-mail editor of the

IC WebClient.

y Versioningy Schema-specific field labelsy Authorization concepty Combination and import of categorization schemasy Multilevel categorization is available in varying scopes for the

following applications:

o Service orderso Service order templateso Confirmationso Complaintso In-house repair orderso Case managemento Interaction record

y Interaction Recordy Interaction Record is the central navigation point in the interaction

center. Agents can log interaction information quickly for prompt

or further processing.

y Different UI Types ofInteraction Recordy 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, thestandard Web UI business activity.

y Multilevel Categorizationy 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.


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y

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:

y 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.


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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 availablesuggestions by an alert if relevant categories are selected automatically or manually. Agents canthen display the corresponding solutions via the alert itself or by using the navigation bar to

navigate to the knowledge base.

For more information, see Knowledge Search in SAP CRM.

y Auto complete

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 chooseAuto complete to transfer the data from the relevant service order template.

For more information, see Service Order Template.


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y 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 predefinedaccordingly.

y Search queries

You can define content queries for the content analysis. The content queries are used to assessincoming e-mails, for example, and to create default values for a certain schema.


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:

y Activity templates


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You can use activity templates that are linked to categories to create additional activities and tolink them to the case.

y Document template profiles

You can use document templates that are assigned to categories to create documents within acase.

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 5.0documentation by choosing Components and FunctionspMultilevel CategorizationpMultilevel

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 ofauto 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 ComponentspMultilevel Categorizationp Define

Application Areas for Categorization, and also for categorization in the Interaction Center (IC) by

choosing Interaction Center WebClientp Business Transactionp Define Categorization Profiles.

For information about the settings to be made in the category modeler, choose Cross-Application

ComponentspMultilevel Categorizationp Define Categorization.

Features

You configure multilevel categorization in the BSP application category modeler.


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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:

y 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 queriesfor content analysis.


y Auto suggest

By assigning business objects to categories you can integrate different additional functions inyour applications, such as displaying automatic suggestions and automatically completing

service orders using assigned service order templates in the Interaction Center (IC) WebClient aswell 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 schemahas to be adapted if necessary to the validity of a certain legislation.

y Authorization concept


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You can use authorization object CRM_CATEGO in the user maintenance section of the SAPmenu 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 Role for the Interaction Center Managery Role for Marketing AssistantsFor more information, see Category Modeler.

y Interaction Center WebClient

Service orders

Service tickets

Complaints

Case Management

Interaction record


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multi level categorization

Documents