Link between Reason field and Multilevel Categorization in Interaction Record

[former_member250779]

Hi Gurus,

I have a question for you Interaction Center Specialist, since I´m implementing Multilevel Categorization for Interaction Record in SAP CRM 7.0 (EHP1).

The point is the follow: I’ll be glad if I could use the "Reason" field from the tab overview, as a first level of my categorization, and then when I navigate to the Categorization tab, continue filling the rest of categorization levels without provoke any changes in the reason field.

I ask one of my colleagues and he told me this behavior is not possible, since the reason field, is from the previous version of CRM before the inclusion of Multilevel Categorization functionality, but I would like to confirm it.

I´m also adding some screenshot to clarify my question just in case.

Thanks in advance,

Step 1:

Step 2:

[BGarcia · Accepted solution]

Hi Nicolas,

Don't know if I understood correctly the question, but I'll try to give you some inputs.

In the previous versions of SAP CRM, at IC Winclient, there was only the reason field, that was related to a subject code (combination of catalog, codegruppe and code) .

Later, when IC Webclient appeared (especially with the service industries add-on at version 4.0), there was the possibility of map this reason field to a categorization with 4 levels (standard) in the service ticket. Here, for each level of the categorization, should exist a subject code associated, since is this subject code that is recorded in the document and that will allow later to rebuild the categorization associated to a document.

With the recent versions of IC webclient, it appeared also new functionalities: multi-categorization, categorization in other documents like interaction record, and now you can even avoid to use the subject codes in the service request, to store a categorization.

So, I agreed with your colleague. At interaction record I believe you can only use the categorization by mapping the subject code to each level. So whenever you choose a level in categorization tree, will update the reason field accordingly. The opposite also should occur, and if this is not happening in your system, you should check for OSS notes to correct this (maybe 1547626).

Hope this may help you a little more.

Kind regards,

Garcia

[former_member250779 · Accepted solution]

Hi Bruno,

Thanks for the reply. It was very useful to wrap up the design of the solution I´m building. I finally decided to hide the reason field in the overview tab, and only use the category levels situated at the categorization tab.

Best Regrads,

Message was edited by: Nicolas Cabral

[Former Member · Accepted solution]

HI Bruno/Nicolas,

I need some help regarding Interaction record reason code categorization.

We have two different types of reason lists, one we are using in Multilevel categorization and the other list we are using in Reason in Overview Tab.

My problem is , I am able to see  the reason codes  in Reason filed in Over view Tab which are defind at  Multilevel categorization  level.

Is there any way to restrict Multilevel categorization codes which can't be visible at Reason field in Overview Tab and I can only see my Reason codes in Reason field in Overview Tab.

Please help me.

Thanks

Madhu