Multilevel Categorization in CRM Case Management 

Use

CRM Case Management supports the multilevel categorization function, allowing you to assign a CRM case to a category of a multilevel categorization schema. In the context of CRM Case Management such a category is called a reference category.

For general information on multilevel categorization, see Multilevel Categorization.

Integration

Multilevel categorization in CRM Case Management uses the Multilevel Categorization application. You can assign a profile to one or more categories in the CRM WebClient UI by choosing IC Manager  → Knowlede Management → Categorization Schemas.

If during case processing you want to use activity templates assigned to a reference category, you need to define activity templates in CRM Activity Management. You can then assign the templates to one or more categories in the CRM WebClient UI.

Activities

Setting up multilevel categorization for CRM Case Management entails:

·        Creating Multilevel Categorization Schemas for Case Management.

The information provided here is specific to creating multilevel categorization schemas for case management.

·        Deploying Categorization Schemas for CRM Case Management

·        Defining Extended Attributes

·        Assigning Linked Objects

 

See Also:

Using Multilevel Categorization Schemas in CRM Case Management

Categorization Schemas and Categories