Hi,
I am very new to CRM and have recently got certified and was moved from SD to CRM by my project. Where can I find some good step by step documentation for setting up multi level categorization and schema in my interaction record?
I have a transaction type Z010 with the header Categorization checked in SPRO. I need to have 2 levels of categorization here. Level 1 will be inquiry, order and complaint and level 2 will be after selecting level 1. For eg Inqiry then level 2 will be call transfer, order status etc. If its Complaint then delivery late, billing etc. I need documents to set up the configuration in SPRO and then to create the schema using the IC manager role in WUI and viewing it as drop downs in the I agent role.
Thanks,
Rashmi