CRM Interaction Record -- Mutilevel Categorization

Hi All -
What would be a possible use for implementing Multilevel Categorization for CRM Interaction Records if we are not implementing ERMS or CRM Service? Is it better reporting?
All available documentation point to either better functioning of ERMS (mail routing, auto response) or CRM Service (proposing templates, knowledge search)
Regards,
Pradhip.S

Hi,
It would depend of what do you want to achieve:
-Interaction Record should be used for "Interaction Center WebClient" Business Role as the main transaction type to register a contact/interaction with a customer for every channel (telephone/fax/email/face-to-face/chat, etc). Therefore the structure is simple: Description, note, a reason, a status and a priority.
-With a Service Request you are using a more structured transaction that will offer extra fields that are not available for a Interaction Record, such as:
-Two Multilevel Categorisation areas, usually for "Reason" (Subject) and for "Result" (Reason), that could be renamed to any requirement.
-Extra fields for processing such as Impact, Recommended Priority.
-Relationship with extra objects such as Related Problems, Related Request for Changes, Related Knowledge Article.
Additional a service transaction such as service request would offer:
-Find Related Problems.
-Find Related Knowledge Articles
-Autocomplete (to find automatically employee responsible/service team).
So basically you go option 1 or 2 depending of your requirement. If they are simple, you will have to configure less using an Activity (Interaction Record) rather than using a Service Request and then you would have to hide all fields that are not required.
Regards,
Lyda

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CRM Interaction Record

Dear friends,
I want to ask please how can i control the interaction record, for example the default business transactions that created automatically when i click on button "follow up".
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Hi Mohamed,
You can do this settiings in the customization 'Copying Control for Business Transactions'.
Regards
Leon

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In my business when i create follow up transaction in interaction record ,a business activity transaction is created automatically with the follow up transaction so i want to prevent the automated transaction from being automated.
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Mohammad
As Joaquin & Andrei mentioned, you can definitely suppress the creation of interaction record. The side effect of switching off the interaction record is that the content of activity clip board cannot be linked.
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Hello Forum,
I would like to know if any one has implemented Multi level categorization for Interaction record in SAP CRM Web IC 7.0.
If so how did you acheive this.
I have done the following
-     Create Catalogs, Codes and Code groups
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-     Create Categorization schema with default subject profile.
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Glen,
I tried to create customized catalog with Category "F" which is Activity -Reason and the system did not allow me.
So i used A1 (SAP delivered) which has category "F" and used it to assign Code Group Profile and Code Groups.
I created Subject Profile with Subject Category "F" and assigned the Code Group Profile.
I have not usedc the Transaction for assigning subject profile and Status to Transaction Type as i do not need it.
There is not provision to directly assign subj profile to Transaction type as like service request.
I went through the route of assigning Subj profile to Transaction Type header and another place of assigning them in the category schema.
This is where i do not see the Customized subject profile which i have created.
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Multi Level Categorization in Interaction Record

Hello Gurus!
We are implementing CRM 7.0 and setting up multi level categorization for interaction records and service ticket. I have managed to set up all the required config and the categorization schema in Web IC. It is working in service ticket. However, for interaction record in web IC, the problem is that in the Categorization Tab, there are no fields showing up. I tried adding the fields but there seems to be none similar to service ticket where the fields for Level 1, Level 2, etc... can be seen.
Have you got any idea on how to make the Level fields show up in the interaction records so we can test the multi level categorization for IR?
Thanks!

Glen,
I have gone into IC manager role and used categorization schema and i cannot see my customized Catalog for Business activity.
I have checked Category of the catalog which i have manually created and it is "Activity-reason" .
I have tried using the default catalog and added my Codes into it and created Scema but i do not see the categorization in Web IC and more over the Subject feild is in active. I have added the code groups and code feilds and they are displaying a error message.
Thanks Amar

Multilevel categorization not available within the interaction record

Hello all,
I want to display in the interaction record categories that I have defined in the Category Modeler.
I have checked in the IMG, there is the business activity as application area.
I have defined a subject profile in order to assign it to my interaction record and in the category modeler.
But the categories are not displayed in the IR.
PS: SAP System Data: CRM 5.0 - SAPKU50007.
Please advise.
Thanks.
Best Regards,
Elsa.

hi,
Please check if you are missing some steps out of these steps
In SPRO
1. Customer Relationship Management >> Interaction Center WebClient >> Business Transactions >> Define Categorization Profiles
2. Assign this to the web-client profile in Categorization
3. Default Business transaction type: Make the transaction type you are using for service ticket/ service order default in Business Transaction profile
4. Customer Relationship Management >> CRM Cross-Application Components >> Multilevel Categorization >> Define Application Areas for Categorization >> check the basis of categorization. Select and go to Parameters. It should generally by the Subject Profile.
5. Customer Relationship Management >> Transactions >> Settings for Complaints >> Settings for Subjects >>
a.Define Catalogs
b.Define Code Groups and Codes for Catalogs
c.Define Code Group Profiles
d.Define Subject Profiles
e.Assign Subject Profiles to Transaction Types
In Easy Access
1. Create a short-cut for CRM BSP Application for CRMM_ERM_CAT. A new short-cut will be prepared in your favorites. This will launch the Category Modeler in a browser window. This needs Java.
2. Once launched Create a new Schema
3. Assign the schema to your categorization schema
4. In General Data tab provide the Subject Profile that has been created.
5. In Categories create the hierarchy as per your business logic and assign the specific code belonging to the code group profile in the subject profile
6. Once done, come to General Tab, add 10-15 minutes in the current system time and input this data in Valid from time. This is the time after which the Cat. Mod. Will be activated once released.
7. Change the status from Draft to Released. Depending upon u2018From Dateu2019 and u2018Valid From Timeu2019, the category modeler will be activated. This can be seen in the Service Order/ Service Ticket that you have specified, below the description.
Hope this helps.
Best Regards
Pankaj Kumar

Not able to attach the scanned document with Interaction Record in SAP-CRM

Hi Experts,
I have a scanned document and I am trying to attach it with Activity in Interaction Record.
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Please help if someone has encountered a similar issue or propose a way to attach the document with acitivity in interaction record.
Regards,
Amit Gupta.

Hello Amit,
I am not able to understand your requirement correctly. Are you trying to attach the Document as a Attachment to the Interaction record (or) trying to attach it as a Archive Link Document??
If you could give me more info.. I think I will be able to assist you with this as I have worked in this area...
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Anand

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Thanks Rekha
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Panduranga

Finding CRM Order number from Interaction Record number

In our scenario when a CRM Order is created, an interaction record also gets simultaneously created. If I want to find out the Order number based on the corresponding interaction record number, how will I achieve it through linking tables?

Hi,
Use FM CRM_ORDER_READ and check ET_DOC_FLOW.
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SAP ISU BP Contact - CRM Activity - CRM IC Interaction record

Hi All -
I have a cookbook which talks about migrating SAP ISU BP Contacts into CRM Activity.
Now, my question is if I do this, will this show up as a interaction record against the customer in the IC WebClient in CRM?
We are considering a design where billing supervisors will enter a BP Contact in ISU when customers directly call them about a bill. Later, if this customer calls the Cust Service Rep, we want this interaction to be visible to the CSR who will only use the CRM Webclient.
So, I guess indirectly my question is,
"Is a CRM Activity the same as an CRM WebClient Interaction record"?
or
"Is a CRM WebClient Interaction record a type of CRM Activity"?
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Regards,
Pradhip.S

Hello Pradhip,
the CRM IC Interaction Record is technically a CRM Activity with a certain transaction type. You can configure the replication of IS-U Contacts that the created activity is shown in the Interaction Center as Interaction Record. So you will be able to see the IS-U Contacts created in ERP - for example within a Front Office Process - in CRM as replicated Interaction Records.
Kind regards,
Christian

Tabs Categorization, Partners etc. in Interaction Record screen in Web UI

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I'd like to know if it is possible to hide some of the tabs displayed from standard in the web UI screen of the Interaction Records.
From standard, for example, they're displayed the following information:
Overview
Categorization
Organizational Data
Partners
Follow Up
Actions
Notes
etc
I'd like to hide all but Overview.
If I access component ICCMP_BT_INR with transaction BSP_WD_CMPWB I see that there are some ViewSets which correspond to the tabs mentioned above. Is it possible to delete them after having enhanced the component ICCMP_BT_INR?
If yes, how?
Is there any other procedure to be followed?
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Best Regards,
Andrea Ricci

Hi Harshit,
thanks for your answer, but could you please clarify?
I've tried to create a new cstom configuration clicking on the button "Show Configurable Areas" in the Interaction Record screen, but it is possible to configure the single areas (i.e. the Notes area, the Activity Clipboard area, etc.) but not the overall page in which these blocks are inserted...
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Andrea Ricci

Copy of Categorization Interaction Record

Hi Forum,
I would like to check with you if it is possible to copy the categorization of an Interaction Record to a Service Request when creating it as a Follow-up of the IR ?
Thanks a lot !!!

The problem I have is that the method Subject (BADI CRM_COPY_BADI) is not called. I think it is because of the difference between the subject profile category of the Interaction Record and Service Request. The interaction record has a subject profile category (F/Activity Reason) different than the service request. Do you know if there is a solution via customizing ?
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Multilevel Categorization & Interaction Record

Hi Forum,
I did the configuration to assign categories to an Interaction Record. After the selection of categories and after pressing the button "Save", we notice that the categorization is not saved in the Interaction Record.
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Hi Saozinha,
I think that behaviour indicates that no subject codes where assigned to Interaction Record categories (at category modeler).
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Categorization tab in Interaction record page

Hi Friends,
Categorization tab is missing in Interaction record page in Web UI. I am able to see only Overview, Organizational Data and Partner tabs. Is there any place i can configure to display Categorization tab.
I am having 2 levels of category needs to be displayed in IR.
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Regards
Muthappan

Hello
I am also experiencing a somewhat similar issue, I can see the Categorization tab but the category view is not available. I need to get the Categorization view there where I can select values from the drop down helps for the Categorization fields.
The problem is that there is no viewset available where I can add the Categorization View directly. Its just the ICCMP_BT_CAT view which is there. I checked the Wiki, it says that you dont need to do any development. It can be done through configuration. Please provide some inputs.
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Vishal

Replication of Interaction Record from CRM to ISU

Hi All,
We have a requirement to replicate the interaction record from CRM to ISU. Requirement is such that we have to keep the BP Contact number same as the object Id of the Interaction Record in CRM. Currently we are using CRM 5.2.
Any suggestion.
Regards,
Manish

I mentioned EMIGALL because that's the ISU migration workbench... and if there is a need to create BP contacts with external number range, that's definitely when transferring data from the legacy system into a brand new SAP system. So: as I don't have an ISU system available right now, may you please kindly check if migration object BCONTACT allows external numbering? If yes: you get your function module. If no: I guess that's because this is not supported by SAP.
More information about EMIGALL can be found here:
[Migration workbench cookbook|https://websmp208.sap-ag.de/~sapdownload/011000358700000500572009E/Guideline_ISMW.pdf]
Regards,
Nicolas Busson.

CRM Interaction Record -- Mutilevel Categorization

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