Using Multilevel Categorization Schemas in CRM Case Management 

Use

You can use multilevel categorization to set up reference categories for use in CRM Case Management.

The two main business reasons for assigning a reference category to a case are:

·        Process control

·        Hierarchical BI reporting on cases

Prerequisites

·        You have set up a categorization schema in the CRM WebClient UI.

·        You have assigned the categorization schema to a corresponding case type.

·        You have released and deployed the categorization schema.

Activities

The following are either integral or possible activities associated with case processing when using multilevel categorization schemas:

·        Categorizing the case to reference a specific schema version. For more information see Categorizing Cases in CRM Case Management.

·        Searching for Cases by Reference Category

·        BI reporting by reference category

Example

·        A case worker can use the activity templates that are assigned to a reference category when creating new activities within the case.

·        Assigning reference categories to cases enables companies to produce hierarchical reports based on the multilevel reference categories. The reports provide an accurate picture of how many cases have been created in the different business areas, as represented by the reference categories.