In this blog I will explain the specific steps to setup Multilevel categorization for Complaints and how to maintain the categories.
There are 2 important steps in order to create the Multilevel categorization.
1. Customize Multilevel Categorization in GUI
a. Define Application Areas for Categories
IMG: Customer Relationship Management -> CRM Cross-Application Components -> Multilevel Categorization -> Define Application Areas for Categories
In this step we need the following default SAP settings:
- Application: COMPLAINT
- Application Area: Complaint
- Parameter: SUBJECT_PROFILE
- Class/Interface: CL_CRM_ERMS_CATEGO_VA_1ORDER
b. Define Subject profile
IMG: Customer Relationship Management -> Transactions -> Settings for Complaints -> Settings for Subjects -> Define Subject Profiles
In this step we will create Subject Profile ‘YCOMP’ with Subject Profile Category ‘A’
c. Define Code Group Profiles
IMG: Customer Relationship Management -> Transactions -> Settings for Complaints -> Settings for Subjects -> Define Code Group ProfilesIn this step we will create the Code Group Profile ‘YCOMP’ with Catalog ‘C’ and status ‘Released’
d. Define Code Groups and Codes for Catalogs
IMG: Customer Relationship Management -> Transactions -> Settings for Complaints -> Settings for Subjects -> Define Code Groups and Codes for CatalogsIn this step we will create the different Codes in Code Group ‘YCOMP’ for the categorization of the Complaints.
We have finished all the settings in the SAP GUI. We will now continue with the settings in the WEB UI
2. Maintain the Multilevel Categorization in WEB UI
a. POWERUSERMake sure to logon in the WEB UI with the business role POWERUSER that has the work center IC-MGRKM (Knowledge management) maintained
b. Select Knowledge management --> Create Categorization SchemaCreate a new categorization scheme with ID, name and description.
c. Assign the categorization schema to an application areaAdd Application ID ‘Complaint’. The parameter Subject Profile will be determined automatically. Select the value ‘YCOMP’ which you have created in the GUI.
d. Add new categories in Category HierarchyIn this example we have created 4 category levels
e. Select the valid Codes and link them to the specific CategoryIn step 1d we have created the Codes that we can now choose as Subject Code
f. Activate the new Categorization schemaEnter a Valid-From Date and Valid-From Time and change the status from ‘Draft’ in ‘Released’. The system will automatically fill in the current date +1. On that specific time and date the Categorization schema will be activated
Et presto! You have created a Categorization schema which you can now use in a Complaint
The final step is to import the Categorization schema from TST to PRD environment.
Start up the GUI and go to tcode SE38 and open program CRM_ERMS_CAT_AS_IMPORT
With this program you can import the categorization schema which you have created in the WEB UI