SAP Knowledge Base Article - Preview

3686247 - Ticket Categorization model assigns categories that goes against the Category Catalog hierarchy for the Ticket

Symptom

Observe that the ticket categorization model fails to assign correct reason codes based on the hierarchy, creating mismatches between the assigned categories.


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Environment

  • SAP Cloud for Customer

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions

Keywords

ticket categorization, machine learning, reason code mismatch, incident category, process category, hierarchy issue, service cloud, RC1, RC2, ticket categorization model, automatic categorization, incorrect reason codes, ML model, mismatch, ML, C4C, incorrect category , KBA , LOD-CRM-ML-SRV , Machine learning for service cloud , Problem

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