define application are as

8/11/2019 Define Application Are As

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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 page Categorization Schemain 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 combinationof 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 inthe 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, whencreating 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.


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Note that the use of parameterITEM_CATEG_AND_CATALOGTYPEis not configured inthe standard delivery.

Specific parameters, for example for use in case management and in the e-mail functionin 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 CustomizingactivityAssign 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 / catalogcategory, you have to make further settings in Customizing activityAssign Transaction

Types to Catalog Categories.

If you are introducing theITEM_CATEG_AND_CATALOGTYPEparameter, you have tomake 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 inCustomizing activityDefine Categorization Profilesapply.

Default Settings

The following assignment of applications, application areas and parameters are delivered

predefined:

Application Application Area Parameter Class/Interface

Activity BUS_ACTIVITY SUBJECT_PROFILECL_CRM_ERMS_CATEG

O_VA_1ORDER

Case

management

CASE_MANAGEM

ENTCASE_TYPE

CL_CRM_ERMS_CATEG

O_VA_CASE

Complaint COMPLAINT SUBJECT_PROFILECL_CRM_ERMS_CATEG

O_VA_1ORDER

Confirmation CONFIRMATION SUBJECT_PROFILECL_CRM_ERMS_CATEGO_VA_1ORDER

E-mail (IC) EMAILBUSINESS_OBJEC

TCL_CRM_SEND_SCREEN

ICM CMBP_PROFILE SUBJECT_PROFILECL_CRM_ERMS_CATEG

O_VA_1ORDER

Service request /

incidentINCIDENT

TXN_TYPE_AND_

CATALOGTYPE

CL_CRM_ERMS_CATEG

O_VA_1ORDER


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Knowledge

article

KNOWLEDGE_AR

TICLE

TXN_TYPE_AND_

CATALOGTYPE

CL_CRM_ERMS_CATEG

O_VA_1ORDER

Knowledgearticle

KNOWLEDGE_ARTICLE


CL_CRM_ERMS_CATEGO_VA_1ORDER

Rule modelerPOLICY_MANAGE

RCTXTID

CL_CRM_ERMS_CATEG

O_VA_POLICY

Problem PROBLEMTXN_TYPE_AND_

CATALOGTYPE

CL_CRM_ERMS_CATEG

O_VA_1ORDER

Service order SERVICE_ORDER SUBJECT_PROFILECL_CRM_ERMS_CATEG

O_VA_1ORDER

Service ticket SERVICE_TICKET SUBJECT_PROFILECL_CRM_ERMS_CATEG

O_VA_1ORDER

Warranty claimWARRANTY_CLAI

MSUBJECT_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


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 analysis for all application areas delivered by SAP, and forcustomer-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 the Search Queriesscreen area of the category modeler is

restricted to the languages assigned to the selected application area.

define application are as

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