Category Modeler

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    SAP CRM Category Modeler

    SAP CRM Category ModelerIlyas Ahmed

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    CEA v7.0

    Category Modeler

    Using this function, you can create categorization schemas with relatedcategories, 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, youcan 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.

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    Features

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    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 TechnologySystem Administration User Maintenance

    Users

    and

    Architecture and TechnologySystem Administration User Maintenance

    Role AdministrationRolesThe authorization

    object for the category modeler is CRM_CATEGO.

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    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

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    IMG Customizing Steps

    Define Catalog. ZA

    Define Code and Code Groups for Catalog

    Note: Select relevant Catalog for Transaction type e.g. for Complaint select Complaint only.

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    IMG Customizing Steps

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

    Create Code Groups

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    IMG Customizing Steps

    Create Code Groups

    2008 Capgemini - All rights reserved8

    SAP BS CRM SERVICE OFFERING

    ONEPAGERS_V3.0_080225.PPTX

    Create Code Groups

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    IMG Customizing Steps

    Set Code Groups status to Release

    Create Code Group Profiles

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    IMG Customizing Steps

    Assign Code Groups for Profile

    Define Subject Profiles

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    IMG Customizing Steps

    Assign Code Groups to Subject Profile

    Define Codes to the Subject Profiles

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    IMG Customizing Steps

    Assign Subject Profile to Transaction Type

    Select Service process

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    Category Modeler: Category Details

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    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

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    Category Modeler Customizing Steps

    Categorization Schema for Complaint

    Select ApplicationID-Complaint andValue ZB Subject

    Profile

    AftercreatingCategoryHierarchyStatus-should beReleased

    A C d /C t l /C d

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    Category Modeler Customizing Steps

    Categorization Schema for Complaint

    A Code/Catalog/CodeGroup is assigned toeach category in thecategory modeler

    SelectSubjectCodeManually

    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

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    Category Modeler Customizing Steps

    Created Category Hierarchy 3 Level with Sub - Hierarchy

    1. Credit Card

    2. New Card

    3. Problem

    Select New forevery categoryHierarchy

    It will reflect in Transactiontype Demo Complaint

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    Category Modeler Action

    1. Create Complaint -

    It will reflect inComplaint

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    Quest ions?