Creating Multilevel Categorization Schemas for Case Management 

Use

In CRM Case Management, a multilevel categorization schema lets you do the following:

·        Create a case using a case type that is assigned to a deployed categorization schema

·        Assign a reference category to a case. Reference dates present different views on your categorization schema, depending on the validity periods of the single categories.

·        Use activity templates assigned to this category to create new activities within the case

·        Use the document templates of the document template profile assigned to this category to create new documents within the case

·        Use screen variants to integrate external data. For more information see Data Enhancement in Case Management PCUI.

You create multilevel categorization schemas using the BSP application: category modeler. For information about this tool, see Multilevel Categorization.

Activities

To create a multilevel categorization schema for Case Management you need to configure the following settings in the category modeler:

·        Define general data

When defining general data for the schema on the General Data tab, consider the following fields:

¡        Logical Structure

Since only hierarchically structured categorization schemas can be used in CRM case management, you need to set the field to Hierarchical Categorization.

¡        Subject Profile

This field is not relevant for categorization schemas used in CRM Case Management and, as such, is disabled.

·        Assign schema to application areas

Application areas define the context in which a schema is used. The context in the area of CRM Case Management is a case type. You assign a categorization schema to one or several case types using the Application Areas tab within the category modeler application:

¡        Application: Case Management

¡        Parameter: Case Type

¡        Value: Select any of the defined case types to which you want to assign a multilevel categorization schema

A categorization schema can be assigned to several case types, but a specific case type can be assigned to only one categorization schema.

·        Define extended attributes

For each category node, you can define the following extended attributes for a category, as required:

¡        Validity period

¡        Customer-specific category attributes

For more information see Defining Extended Attributes.

·        Define links

For each category node, you can define links to the following types of dependent objects, as required:

¡        Screen variant

¡        Document template profile

¡        Activity templates

For more information see Assigning Linked Objects.