SAP CRM 7.0: Use Multilevel Categorization to Determine the Service and Response Profiles of Service Requests
Multilevel categorization allows you to determine response times based on categories of issues instead of focusing on abstract priority values. Learn how to extend Service Level Agreement (SLA) determination by multilevel categorization through customization. You can determine the SLA profile based on a category or subcategory of the service request and you can establish response...
