SAP CRM Category Modeler for Web Client

SAP CRM Category Modeler for Web Client has multi degree categorization can be used for the functions like categorization of Service Transactions and Actions and E-mail Response Management System.The categorization of a transaction can be used:
  1. for reporting and analyzing of interaction heart transactions
  2. as a basis for automated (rule primarily based) routing of transactions
  3. to determine missing data and thus auto complete a service ticket
  4. to automatically determine and suggest solutions that match the categories
  5. to automatically determine an applicable e-mail from for a response to the shopper
  6. in combination with ERMS to research the e-mail content material and categorize the transaction assigned to the e-mail
Within the category modeler the categories are arrange as a multilevel hierarchy. Within the IC WebClient transactions like service tickets can be categorized based on this hierarchy. UI enhancements might be performed to make more than four fields available within the IC WebClient UI.The category modeler is a Web Application (primarily based on BSP-Technology) and can be used as part of the IC Supervisor role in the Enterprise Portal. It's also potential to make use of the category modeler impartial of the portal by beginning it instantly in the web browser .

Multi Degree Categorization is just not only out there in service transactions in the IC webClient as it will possibly also be used for a multi degree categorization of the sector Motive in the interplay records.All categories that belong to 1 hierarchy are maintained within the category modeler in one schema.The categorization schema is linked by a subject profile to a transaction type.The transaction type ZHEL Service Ticket makes use of topic profile SRVT01 which is also assigned to the Category Modeler Schema for service tickets.Topic profiles are used to determine which catalogs, code teams and codes are utilized by the transaction type. The next slide reveals how the categories of a schema are assigned to the subject codes of a topic profile. The concept of topic profiles, catalogs, code groups and codes isn't additional described here as it is a standard function of CRM service transaction.

Additional settings could be made for each category

  1. To determine lacking knowledge and thus auto complete a service ticket; for an example see unit on IC Service (tab: Service Order Template,)
  2. To automatically decide and suggest options that match the classes (tab: Problems and
  3. Solutions)
  4. To mechanically determine an appropriate e-mail from for a response to the shopper (tab: Normal Response)
  5. Together with ERMS to investigate the e-mail content and categorize the transaction assigned to the e-mail (tab: Content material Queries)

In the IC WebClient the categories can be selected to categorize a transaction. However the categories are solely visible within the service ticket in the IC WebClient UI. They are not directly stored in the service ticket. When the ticket is saved the Catalog/Code Group/Code of the lowest chosen category is saved on the database. The classes are linked via the hierarchy of the category modeler to the codes and thus to the ticket.

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