Automatic suggestion of knowledge articles

You can assign knowledge articles to categories. For example, if you select a category in a request for change, you can call the assigned knowledge articles as a list, and add any of them to the request.

This function is available for the following standard business transactions in CRM WebClient: service order, service request (incident), problem, request for change, and knowledge article.

Auto complete

You can assign templates to categories, for example service order templates.

When you select the appropriate category in the service order, you can choose to transfer the data of the relevant service order template.

This function is supported for the IC-specific business transactions service order, complaint, and service ticket, as well as for the standard CRM WebClient business transactions service order, complaint, incident, problem, and request for change.

E-mail standard responses

This function is available in the e-mail editor of the Interaction Center (IC).

You can assign e-mail standard responses to categories.

When you select a relevant category, the assigned standard responses are available in the e-mail editor, in the dropdown box for selecting standard responses.

Auto suggest of category via products

You can assign products to categories. For example, if a corresponding product is selected in the service order as a reference object, the system automatically fills the categorization fields.

This function is available for the standard CRM WebClient business transactions service order and complaint, as well as for the IC-specific business transactions service order, complaint, and service ticket.

Content analysis

You can define search queries for content analysis, and assign them to categories. Using search queries, incoming e-mails are analyzed in the ERMS, and default values for categories are determined.

For more information, see Content Analysis.

Activity templates

In case management, you can use activity templates that are linked to categories, to create additional activities and to link them to the case.

Document templates

In case management, you can use document templates that are assigned to categories, to create documents from a case.

Enhanced attributes

In case management you can assign enhanced attributes, to integrate time-based versioning at category level.

Item determination

In the background, a service product that is required for billing, pricing, and service level agreement, is assigned to incidents and problems.

If required, the item determination for the service product can be affected by multilevel categorization. You need to make settings in Customizing for this.

For more information, see Item Determination.

Determining related business transactions

This function is relevant for incidents, problems, and requests for change.

In the CRM WebClient UI, you can use the More pushbutton for incidents, problems, and requests for change, to determine related business transactions in which the same category is used. You must activate this function in Customizing.

For more information, see Related Transaction Search.