Overview on Categorization Schema
Categorization in SAP CRM can be used for various applications like service orders, service requests, complaints, service confirmations, case management to name a few, Forms of Categorization Schema include hierarchical or using attributes, one of the advantages of using categorization schema are that customer defects can be pinpointed to the exact nature by capturing the same through multilevel categorization.
Following Configurations are Involved in Categorization Schema:
Note: Step No 1 to Step No 8 are not mandatory when schema s need to be created for Service Requests
Step1: Defining Catalogs in SAP CRM: Catalogs are mainly used in SAP QM Management, they are used to encode qualitative contents described in formats which can be machine processed. Catalogs are defined under SAP CRM- Basic Functions- Catalogs Codes and Profiles- Define Catalogs.
In the ex. given below the catalog is defined as Y1- Printer Reason Code and the catalog category is also assigned as C which is Overview of Damage/Defect.
Step 2: Defining Code Groups and Codes : Once the Catalog is defined the next step is to define the code groups, followed by the codes, the code groups represent the first level category of issues, the second or third level of issues can be defined under codes.
Step 3: Next click on codes below the code groups to define the second or third level issues.
Step 4: The next step is to define the code group profile, Code Group Profiles hold several code groups which are created within a catalog, Menu Path is SAP-CRM-Basic Functions-Define Code Group Profiles-
Select the correct catalog which has been defined, navigate through the code groups and codes which have been defined above, click on new entries and define the code group profile.
Step 5: Next click on code groups and click on new entries select the code group which had been defined above.
Step 6: The next step is to define the subject profile, subject profile holds the code group profile and code groups.
Step 7: Assign the code group profile to the subject profile as shown below.
Step 8: Subject Profiles cant be linked directly to the service request transaction type since the same cant be assigned in service request transaction type
Step 9: Hence the transaction type needs to be assigned to catalog categories under the menu path CRM-CRM Cross Application Components-Multilevel Categorization- Assign Transaction Types to Catalog Categories, ensure that the correct catalog category type is chosen
Step 10: Log in to CRM Web Ui Service Role and click on Service Operations.
Step 11: Click on Create Categorization Schema.
Step 12: A new Schema would open enter the schema id, name and description, in the application area make sure you enter the Application Id as Service Order and assign the subject profile which you have defined in the value correctly, however service requests cant be linked to subject profile as mentioned earlier.
Step 13: Click on schema and then click on new you would get your category type, define the name and type of category type as shown below.
Step 14: Next Enter the subject code, the code catalog and the code group gets defaulted through the subject profile automatically
Step: 15: If second level issues need to be defined below the first level, then select the first level and click on new enter the category id, category name, category description enter the subject code, the code, catalog and the code group would default from the subject profile.
Step 16: Make sure that you go back to the schema and add the service request in the application area and assign the correct value in the service request application area. Save the schema and change the status to active before saving the schema.
Step 17: Next open the customized service request from the service role in CRM Web Ui to check if the schema has been successfully deployed