SAP CRM Category Modeler

SAP CRM Category Modeler Ilyas Ahmed

Category Modeler
Using this function, you can create categorization schemas with related categories, and assign the schemas to applications such as service orders, service tickets, and complaints.

In addition, you can use a categorization schema to make additional functions and information available in your applications. For example, you can assign knowledge articles to categories.
When you select a corresponding category in a service order, you can choose to add the knowledge articles that are linked with the category, to the service order.

CEA v7.0

Features

CEA v7.0

Authorizations for the Category Modeler

You can set up authorizations to control access to the various functions of the category modeler. You create authorizations by defining values for authorization objects in authorization profiles. You then use roles to assign these to users or user groups. You manage authorization objects in user maintenance or role maintenance. To do this, in the SAP menu, choose: Architecture and Technology System Administration User Maintenance Users and Architecture and Technology System Administration User Maintenance Role Administration Roles The authorization object for the category modeler is CRM_CATEGO.

CEA v7.0

Configuration to Create Category Modeler

Scenario is to create Categorization Schema for CRM Complaints IMG Customization Create Transaction Type, Item Category and Item Category Determination Create Catalog Create Codes, Code Group profiles referring the Catalog Create Subject Profile Assign Catalog to Subject Profile Assign Subject to CRM Complaints Transaction Type

CRM Web UI Customization Create Categorization Schema Definition Create Schema levels Assign schema to Subject Profile Activate Schema

CEA v7.0

IMG Customizing Steps

Define Catalog. ZA

Note: Select relevant Catalog for Transaction type e.g. for Complaint select Complaint only. Define Code and Code Groups for Catalog

CEA v7.0

IMG Customizing Steps

Select individual Code Groups and create Codes (creating Codes referring Code Groups)

Create Code Groups

CEA v7.0

IMG Customizing Steps

Create Code Groups

Create Code Groups

CEA v7.0

SAP BS CRM SERVICE OFFERING ONEPAGERS_V3.0_080225.PPTX 2008 Capgemini - All rights reserved

IMG Customizing Steps

Set Code Groups status to Release

Create Code Group Profiles

CEA v7.0

IMG Customizing Steps

Assign Code Groups for Profile

Define Subject Profiles

CEA v7.0

IMG Customizing Steps

Assign Code Groups to Subject Profile

Define Codes to the Subject Profiles

CEA v7.0

IMG Customizing Steps

Assign Subject Profile to Transaction Type

Select Service process

CEA v7.0

Category Modeler: Category Details

CEA v7.0

Category Modeler Customizing Steps

Logon to Web UI as Business Role Servicepro Click on Service Operations from Navigation Bar and Select Categorization schema under Create Option

CEA v7.0

Category Modeler Customizing Steps

Categorization Schema for Complaint
After creating Category Hierarchy Statusshould be Released

Select Application ID-Complaint and Value ZB Subject Profile

CEA v7.0

Category Modeler Customizing Steps

Categorization Schema for Complaint

Select Subject Code Manually

A Code/Catalog/Code Group is assigned to each category in the category modeler

Within the details of category it is possible to assign different Element e.g. standard or activity templates. Search Queries Standard Responses Problem and solutions Service Order Templates Products

CEA v7.0

Category Modeler Customizing Steps

Created Category Hierarchy 3 Level with Sub - Hierarchy

It will reflect in Transaction type Demo Complaint

1. Credit Card 2. New Card 3. Problem

Select New for every category Hierarchy

CEA v7.0

Category Modeler Action

1. Create Complaint -

It will reflect in Complaint

CEA v7.0

Questions?

CEA v7.0