Multilevel Categorization

You can use this function to set up multilevel categorization for different applications. Multilevel categorization enables you to flexibly design categorization, and to integrate the functions of auto suggest and content analysis in your applications. Integration Multilevel categorization is available in varying scope for the following applications:

Service orders Service order templates Confirmations Complaints In-house repair orders Service requests (incidents) Problems Requests for change Knowledge articles Case management For more information, see Multilevel Categorization in CRM Case Management.

Interaction records For more information, see Specifics for Interaction Center: Service.

E-Mail Response Management System (ERMS)

Prerequisites You have made the following settings in Customizing for Customer Relationship Management:

You have set up multilevel categorization. You do this at CRM CrossApplication Components Multilevel Categorization . If necessary, you have activated the automatic item determination for multilevel categorization. You do this at Transactions Settings for Service Requests Define Item Determination . If necessary, you have activated the determination of related transactions for multilevel categorization. You do this at Transactions Settings for Service Requests Define System Proposals for Related Transactions .

Features

Linking categorization schemas with applications Depending on the default system setting and the settings in Customizing, you can link schemas with applications, as follows:
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Using a subject profile This form of connection is delivered for these standard CRM WebClient business transactions: service order and complaint. For the IC-specific business transactions service ticket, service order, and complaint, only connection via a subject profile is possible.

Using a combination of transaction type and catalog category This form of connection is delivered for service requests (incidents), problems, requests for change, and knowledge articles.

Using a combination of item category and catalog category

Depending on the form of connection, different categorization attributes are available to you. For example, you can use multilevel categorization to influence response profiles and warranty determination, only if the connection takes place via a subject profile. Changing the delivery standard requires changes to component usages, as described in SAP Solution Manager.

Multiple blocks of categorization fields When schemas are connected via transaction types and item categories, you can link multiple schemas to an application. These are included in the application in separate blocks of categorization fields. For service requests (incidents), problems, and requests for change, the categorization blocks Subject and Reason are delivered at header level. Changing the delivery standard requires changes to component usages, as described in SAP Solution Manager.

Creating categorization schemas

You can create schemas that are tailored to your business requirements, and then assign them to applications. You do this in the category modeler in the CRM WebClient UI. For more information, see Category Modeler.

Hierarchy categorization or attribute categorization Depending on the business scenario, you can structure the categories in a schema strictly hierarchically, or in the form of value combinations. For more information, see Forms of Categorization.

Versioning You can use a combination of various schema statuses and the temporal validity of a schema, to version your categorization schemas. You can use versioning to ensure that historical documents are preserved. From the time stamp of a document (created on), you can determine the categorization schema on which the document was based. The option of time-based schemas is advantageous in the public sector, for example. If the law changes on a certain date, the validity of a schema may have to be adapted to the validity of certain legislation.

Content analysis Content analysis is used in the E-Mail Response Management System (ERMS). Content analysis determines the most suitable categories for the content of incoming e-mails, and automatically issues category suggestions. For more information, see Content Analysis.

Auto suggest As part of multilevel categorization, the assignment of objects to categories in the category modeler enables automatic object suggestions. In a service order for example, if you select a category to which a service order template is assigned, you can choose to automatically complete the service order, using this template. For more information, see Auto Suggest.

Merging and importing categorization schemas

You can merge the categories and object links of two schemas. An import function supports cross-client and cross-system schema transports. For more information, see Merge Categorization Schemas and Import Categorization Schemas.

Authorization concept You can use authorization object CRM_CATEGO in the user maintenance section of the SAP menu, to set up authorizations for the category modeler. If you assign the display authorization appropriately, you can also use the authorization concept to configure the layout of the category modeler to be userdependent. For more information, see Authorizations for the Category Modeler.