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Function documentation Content Analysis  Locate the document in its SAP Library structure

Use

This function identifies for a specified content the categories that best suit this content and makes automatic category suggestions.

The suitable categories are determined by means of content queries, which were assigned in the category modeler to the schemas that are used.

Integration

Function

Description

Category modeler

You define content queries for content analysis in the category modeler.

If necessary, you can reset the content analysis in page area Application Areas for each application area. You do this by choosing Reset Content Analysis.

E-Mail Response Management System (ERMS) automated processing

 

ERMS manages a high volume of inbound e-mails. This system partially automates routing and responding to e-mails.

The ERMS automated processing of e-mails uses content analysis to evaluate conditions that involve categories. The following ERMS components relate to content analysis:

·        Fact gathering

·        Rule operators Matches Category and Rule Attributes

For more information about the ERMS repository, see Repository.

Interaction Center (IC) WebClient

Content analysis provides suggested categories based on the content of e-mails that are sent to the Interaction Center WebClient and are selected for processing in the agent's inbox. These categories are then displayed in the relevant fields of the following applications:

·        Service order

·        Service ticket

·        Complaints

·        Case management

·        Interaction record

Prerequisites

You have made content analysis settings in Customizing for Customer Relationship Management by choosing CRM Cross-Application Components → Multilevel Categorization → Define Application Areas for Categorization.

Features

·        Automated categorization

Category suggestions are made automatically using content queries.

For more information, see Auto Suggest.

·        Language detection

Content analysis also supports automatic language detection for textual content.

For more information, see Multilevel Categorization.

 

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