1832482 - How to integrate with HANA Text Analysis engine to support Social Media service in Interaction Center

Symptom

You want to integrate HANA Text Analysis engine for social media post in CRM Interaction Center.

Other Terms

CRM
Social Media
Interaction Center
Sentiment
HANA
Text Analysis

Reason and Prerequisites

You have activated Business Function CRM_SMI_INBOX.
The primary DB of CRM is HDB version 1.0 SPS05 or above. The recommended HDB version is 1.0 SPS07.
You have implemented relevant HANA database procedures for sentiment calculation, etc.

Solution

Important Disclaimer:
SAP only delivers code samples with this product which is not intended to be used in a productive environment but for testing purposes only. Any such use is at the customer's sole risk.

Follow the steps below to integrate HANA Text Analysis:

1. Make sure HANA DB is your CRM application's primary DB, and the version is 1.0 SPS05 or above. You can contact your system administrator for details.
2. Follow customizing path below to implement BAdI:
Customer Relationship Management -> Basic Functions -> Social Media -> Business Add-Ins -> BAdI: Text Analysis of Social Media Post.
Within this BAdI implementation, you can perform the following actions based on text analysis result:

• Set sentiment value for each retrieved social media post – set field CT_SOCIAL_DATA-SENTIMENT. 
  Please only assign sentiment values that are defined in table CRMC_SOC_SENTI to this field. Following values are pre-delivered in SAP CRM:
• NA        Not Applicable
• NE        Neutral
• SN        Strong Negative
• SP        Strong Positive
• WN        Weak Negative
• WP        Weak Positive
• Categorize the retrieved posts based on text analysis – set field CT_SOCIAL_DATA-MAIN_CATEGORY. This is only supported with CRM 7.0 EHP3 SP02 and above.
  Please only assign the categores that are defined in the following IMG activity for item type Inbox Social Media:
  Customer Relationship Management -> Interaction Center WebClient -> Agent Inbox -> Inbox Search Definitions -> Define Item Types for Searches

A snippet of sample code is provided in the attachment HANA_SENTIMENT_BADI_SAMPLE_IMPL.docx

Please refer to the following notes for HANA database procedure implementation:
1959569: How to enable HANA Text Analysis and develop HANA database procedure for CRM social sentiment calculation

For HANA Text Analysis references, please go to SAP Help http://help.sap.com/hana_platform and open documents:

• SAP HANA Text Analysis Extraction Customization Guide
• SAP HANA Text Analysis Language Reference Guide

[Alternative]:
You can also leverage your preferred text analysis component besides HANA Text Analysis. In this case you have to implement the BAdI on your own to call it and send the analysis result back to CRM via changing parameter CT_SOCIAL_DATA.

Header Data

Released On	27.12.2013 02:26:45
Release Status	Released for Customer
Component	CRM-IC-SMC Social Media Cockpit in Interaction Center
Priority	Recommendations / Additional Info
Category	Consulting