SAP CRM Category Modeler

1. SAP CRM Category Modeler SAP CRM Category Modeler Ilyas Ahmed

2. 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.

3. Features

4. 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.

5. 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

6. 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

7. IMG – Customizing Steps • Select individual Code Groups and create Codes (creating Codes referring Code Groups) Create Code Groups

8. IMG – Customizing Steps • Create Code Groups • Create Code Groups SAP BS CRM SERVICE OFFERING ONEPAGERS_V3.0_080225.PPTX

9. IMG – Customizing Steps • Set Code Groups status to Release Create Code Group Profiles

10. IMG – Customizing Steps • Assign Code Groups for Profile • Define Subject Profiles

11. IMG – Customizing Steps • Assign Code Groups to Subject Profile • Define Codes to the Subject Profiles

12. IMG – Customizing Steps • Assign Subject Profile to Transaction Type • Select Service process

13. Category Modeler: Category Details

14. 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

15. Category Modeler – Customizing Steps • Categorization Schema for Complaint After creating Category Hierarchy Status- should be Released Select Application ID-Complaint and Value –ZB Subject Profile

16. A Code/Catalog/Code Group is assigned to each category in the category modeler Category Modeler – Customizing Steps Select Subject Code Manually • Categorization Schema for Complaint • 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

17. Category Modeler – Customizing Steps • Created Category Hierarchy 3 Level with Sub - Hierarchy It will reflect in Transaction type Demo Complaint 1. Credit Card Select New for every category Hierarchy 2. New Card 3. Problem

18. Category Modeler Action 1. Create Complaint - It will reflect in Complaint

19. Questions?