Define Application Areas for Categorization

Use
In this Customizing activity, you can display the standard delivery Customizing for application
areas used in multilevel categorization.
Application areas are used to assign categorization schemas to applications, for example to
service orders, service tickets or service requests. Parameters are assigned to the application
areas to further define how categorization schemas can be determined by the applications. You
can assign the application areas and parameters to a categorization schema in the CRM
WebClient UI on pageCategorization Schema in the page areaApplication Areas.
For each application area, you can make settings for content analysis used in theE-Mail
Response Management System (ERMS).
The standard assignment of parameters to application areas should not be changed.
The following parameters are supported:
TXN_TYPE_AND_CATALOGTYPE
This parameter is used if categorization schemas are to be mapped directly to a combination
of transaction type and catalog category.
This mapping enables the mapping of multiple categorization schemas to an application.
These categorization schemas are then displayed in multiple blocks of categorization fields in
the corresponding application.
This mapping is delivered for the following business transactions:
Service request (incident)
Problem
Request for change
Kowledge article
SUBJECT_PROFILE
This parameter is used if categorization schemas are to be mapped via a subject profile.
This mapping supports the use of only one categorization schema per business transaction.
This mapping is delivered for the following business transactions:
Standard CRM WebClient service order and complaint
IC-specific service ticket, service order, and complaint
You can use multilevel categorization to influence response profiles and warranty
determination, only if the connection takes place via a subject profile. In addition, when
creating a categorization schema in the CRM WebClient UI, you have to assign a subject
code to each category.
ITEM_CATEG_AND_CATALOGTYPE
This parameter can be used for multilevel categorization on item level.
Note that the use of parameter ITEM_CATEG_AND_CATALOGTYPE is not configured in
the standard delivery.
Specific parameters, for example for use in case management and in the e-mail function
in the interaction center (IC)
Requirements
If categorization schemas are mapped via a subject profile to an application, you have to
assign a subject profile to the corresponding transaction type. You do this in Customizing
activityAssign Subject Profiles to Transaction Types.
In the subject profile, you can assign only catalogs of category C.
If categorization schemas are mapped via a combination of transaction type / catalog
category, you have to make further settings in Customizing activityAssign Transaction
Types to Catalog Categories.
If you are introducing theITEM_CATEG_AND_CATALOGTYPE parameter, you have to
make the settings in Customizing activityAssign Item Categories to Catalog Categories.
Moreover, mapping categorization schemas to item categories requires additional
component usage and view configuration, described in SAP Solution Manager.
If you are using multilevel categorization in the IC, you have to ensure that the settings in
Customizing activityDefine Categorization Profiles apply.
Default Settings
The following assignment of applications, application areas and parameters are delivered
predefined:
Application Application Area Parameter Class/Interface
Activity BUS_ACTIVITY SUBJECT_PROFILE
CL_CRM_ERMS_CATEG
O_VA_1ORDER
Case
management
CASE_MANAGEM
ENT
CASE_TYPE
CL_CRM_ERMS_CATEG
O_VA_CASE
Complaint COMPLAINT SUBJECT_PROFILE
CL_CRM_ERMS_CATEG
O_VA_1ORDER
Confirmation CONFIRMATION SUBJECT_PROFILE
CL_CRM_ERMS_CATEG
O_VA_1ORDER
E-mail (IC) EMAIL
BUSINESS_OBJ EC
T
CL_CRM_SEND_SCREEN
ICM CMBP_PROFILE SUBJECT_PROFILE
CL_CRM_ERMS_CATEG
O_VA_1ORDER
Service request /
incident
INCIDENT
TXN_TYPE_AND_
CATALOGTYPE
CL_CRM_ERMS_CATEG
O_VA_1ORDER
Knowledge
article
KNOWLEDGE_AR
TICLE
TXN_TYPE_AND_
CATALOGTYPE
CL_CRM_ERMS_CATEG
O_VA_1ORDER
Knowledge
article
KNOWLEDGE_AR
TICLE
TXN_TYPE_AND_
CATALOGTYPE
CL_CRM_ERMS_CATEG
O_VA_1ORDER
Rule modeler
POLICY_MANAGE
R
CTXTID
CL_CRM_ERMS_CATEG
O_VA_POLICY
Problem PROBLEM
TXN_TYPE_AND_
CATALOGTYPE
CL_CRM_ERMS_CATEG
O_VA_1ORDER
Service order SERVICE_ORDER SUBJECT_PROFILE
CL_CRM_ERMS_CATEG
O_VA_1ORDER
Service ticket SERVICE_TICKET SUBJECT_PROFILE
CL_CRM_ERMS_CATEG
O_VA_1ORDER
Warranty claim
WARRANTY_CLAI
M
SUBJECT_PROFILE
CL_CRM_ERMS_CATEG
O_VA_1ORDER
Note
In order to use multilevel categorization for requests for change, you have to add the following
parameter to the existing application area SERVICE_ORDER:
Parameter
TXN_TYPE_AND_CATALOGTYPE
Description
Transaction Type / Catalog Category
Class/Interface
CL_CRM_ERMS_CATEGO_VA_1ORDER
For more information, see SAP note 1251516.
Activities
Define the settings for content analysisfor all application areas delivered by SAP, and for
customer-defined application areas.
You do this in theDetails view for the application area.
Query Languages
Set the languages to be used by content analysis for the application area.
You do this by entering the applicable ISO language codes.
The language selection in theSearch Queries screen area of the category modeler is
restricted to the languages assigned to the selected application area.