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.

·        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:

·        Auto suggest of solutions

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 Knowledge Search in SAP CRM.

·        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 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.

·        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.

·        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.

·        Document template profiles

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

·        Enhanced attributes

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

·        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 ® Multilevel Categorization ® Multilevel Categorization in Case Management.