Auto Suggest 

Use

As part of multilevel categorization, the assignment of objects to categories in the category modeler enables auto suggest of objects.

If you manually select categories in the applications that use multilevel categorization, the assigned objects, such as certain solutions from the knowledge base, are displayed.

You can use content analysis to display auto suggest proposals. Then, using the selected categories, assigned objects, such as solutions from the knowledge base, are displayed.

Prerequisites

To use auto suggest of objects, the following prerequisites must be fulfilled:

●      You have set up multilevel categorization.

For more information, see Multilevel Categorization.

●      If you want to enable displaying business objects using auto suggest of categories, you have set up content analysis.

For more information, see Content Analysis.

Content analysis is not necessary for the auto suggest of objects function. We recommend it, however, if you want to combine auto suggest of categories with auto suggest of objects.

Features

The auto suggest of objects function is available in CRM Case Management, 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 of objects 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

In the category modeler, you can assign solutions from the knowledge base to each category.

If an agent in the IC WebClient who is processing a service order selects categories automatically or manually, an alert notifies him or her of any available solutions. Agents can then display the corresponding solutions using the alert itself or by using the navigation bar to navigate to the knowledge search.

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 modeler, 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

In the category modeler, 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 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. Therefore, the definition of content queries is also used in ERMS.

CRM Case Management

You can use the following variants of auto suggest of objects in case management:

●      Activity templates

You can use activity templates that are linked to categories to create additional activities and to link them to cases.

●      Document template profiles

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

●      Enhanced attributes

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