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 ® Multilevel Categorization ® Define Application Areas for Categorization, and also for categorization in the Interaction Center (IC) by choosing Interaction Center WebClient ® Business Transaction ® Define Categorization Profiles.

For information about the settings to be made in the category modeler, choose Cross-Application Components ® Multilevel Categorization ® 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.

·        Content analysis

Textual contents are assessed and automatic category suggestions are made using content queries for content analysis.

For more information, see Content Analysis.

·        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.

·        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Versioning ensures that historical documents remain consistent because you can use the time stamp of the documents (created on) to determine on which schema the categorization of a document is based.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.

·        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:

·        People-Centric UI

¡        Service orders

¡        Service order templates

¡        Confirmations

¡        Complaints

¡        In-house repair orders

¡        Case Management

¡        One-to-one e-mail

¡        Portal roles

§         Role for the Interaction Center Manager

§         Role for Marketing Assistants

For more information, see Category Modeler.

·        Interaction Center WebClient

¡        Service orders

¡        Service tickets

¡        Complaints

¡        Case Management

¡        Interaction record