3223628 - Removing categories from the AskHR Category catalog

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.

You wish to know how to remove one category from the AskHR Category catalog (e.g. "Others") and keep the same category on the C4C system (e.g. if a case comes in via chatbot)

SAP SuccessFactors Employee Central Services Center

SAP SuccessFactors Ask HR

Expected behaviour

Ask HR categories are directly pulled from C4C and shown in the Ask HR UI and cannot be amended as this is the expected design of the application. A workaround is possible:
C4C allows users to choose from five category types mentioned in the screenshot below. Ask HR only recognises Category type = Process as service category and Category type = case as case category. If you assign the category name "Others" to any other category type such as "Activity", this will not be shown in the Ask HR UI (meaning whenever a user decides to use it in the Ask HR UI, they can either change its category type to Process or case ):

Service Categories in Ask HR

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SAP SuccessFactors HCM Core all versions ; SAP SuccessFactors HCM Suite all versions