Dynamic multilevel categorization in the CRM Webclient
In previous versions of CRM, the categorization of CRM transactions like activities was only down to one level and static. In order to allow a more granular cetegorization of activity records, consultants would utilise a combinatio of the category field with the result and goal fields. A workable, but not particularly nice solution.
With version 2007 and the release of the CRM Webclient, SAP has introduced multilevel categprization, which allows the configuration of up to four levels of categories which are linbked dynamically (so if you select the first category, only the entries relevant to this first category are offered for the lower level categories).
The other fields like result and goal still remain and can now be used for their intended purpose. This new functionality is very popular with customers, but not particularly straight forward to configure.
How do you configure the categorization in the Webclient?
Code Groups and Codes in IMG:
You still need to configure the subject code catalogue in the IMG under Customer Relationship Manasgement => Transactions => Settings for Complaints => Settings for Subjects => Define Code Groups and Codes for Catalogs
Copy one of the exisiting code groups of type "Service“ (This is important, otherwise it won‘t show in the Webclient). Create a code group for every one of the four categorization levels you want to maintain with the codes belonging to that categorisation level.
For example if you have three entries for category level 1: "Delivery Issue“, "Pricing Issue“ and "Manufacturing Issue“, you create the following code groups:
- ZDEL1, ZDEL2, ZDEL3 and ZDEL4 for Delivery Issues
- ZPRIC1, PPRIC2, ZPRIC3 and ZPRIC4 for Pricing Issues
- ZMAN1, ZMAN2, ZMAN3 and ZMAN4 for Manufacturing Issues
Create the required codes for every code group, e.g. for ZDEL2 entries like "Wrong Day“, "Wrong Time“ and "Wrong Address“. Ensure that you give the description of the code a prefix that uniquely identifies to which code group it belongs, e.g. "ZDEL2 Wrong Day“.
Reason: The Webclient doesn’t display the key of the available entries, so if you have two entries with the same description, you don’t know which one to pick.
After you have configured the code groups and codes, you have to set the code group to "Released“.
Assign Subject Profile to Transaction Type
You now have to assign the subject profile to your transaction type under
Customer Relationship Manasgement => Transactions => Settings for Complaints => Settings for Subjects => Assign Subject Profiles to Transaction Types
Webclient Catagorization Schema
You now have to configure the multilevel categorisation catalogue in the Webclient.
- Log into the Webclient with business role "IC Manager“ and go to the categorization schema management
- Create a new categorization schema. First step is to assign your subject profile to your schema under "Application Areas“. If you don’t do that, your codes won’t show for selection
- Now create the categories as they need to be displayed in the Webclient by selecting the codes from your subject profile
- Once you have built your catalogue, you have to select the highest node of your schema, change the "Valid to“ time to a few minutes in the future, and set the status to "Active“. Now save your categorization schema.
The system saves your schema and will deploy it at the "Valid from“ time specified by you.
Conclusion
The new categorization functionality in the Webclient is very useful and addresses long-existing gaps in functionality. However there is still some work to be done, and SAP has enhanced this solution already by providing functionality around setting defaults and a “auto complete” function. However the configuration is quite unstructured and confusing at times.
By Jens Tonn, Service Line Leader, Oxygen
