Auto Respond and Categorization Schema

[Former Member]

Hi

This is a basic question but I need to know why there is a Categorization Schema parameter in the Auto Respond Rule Policy for ERMS. What does the Categorization schema do here? Can any one explain to me with an example

Thanks

Tarang

[former_member187490]

Hi Tarang,

It's to control which mail form(s) should be used to include as templates in the automated email response. While you can certainly include a mail form explicitly in the parameter of the rule itself, the best practice is to only include a generic mail form that has some basic greeting. The real content of the automated response should come from the mail forms that are linked to the appropriate categories -- which the system automatically determines based on content analysis.

Regards,

John

[Former Member]

Hi John

Can you please let me know a few things about how to set up content analysis?

In reponse to my earlier question, what content does SAP match the inbound email content with? Is this content also attached to the Categories in the ERMS categorization schema and then based on the content the right category and the form is proposed?

What happens if there are more then 2 categories with the same content - then how does SAP recognize which category to propose and hence which mail form to use while auto responding?

Thanks

Tarang

[former_member187490]

Hello Tarang,

You can assign keywords (one or multiple) to each category node. The ERMS TREX engine checks the content of the email against the keywords. It then assigns a "percentage match" to each category. Typically you then ask ERMS to return the highest ranking category. You can even do things like only invoke an action if e.g., the degree of confidence of the highest ranking category is at leat X % (e.g., 80%).

Regards,

John