What is keyword in SAP CEC-EC - Engagement Center?

SAP Term: keyword

• Component: CEC-EC

• Component Name: Engagement Center

• Description: A descriptive word that can be used as a search term to find canned responses.

Smart SAP Assistant

• Key Concepts: 
  A keyword is a term used in the CEC-EC Engagement Center to identify a specific topic or conversation. It is used to categorize conversations and make them easier to find. Keywords are assigned to conversations by the customer service representative or by the customer themselves. 
  
  How to use it: 
  When a customer service representative is responding to a customer’s inquiry, they can assign a keyword to the conversation. This will help categorize the conversation and make it easier for other customer service representatives to find and respond to similar inquiries in the future. Customers can also assign keywords to their own conversations, which can help them find their conversations more easily in the future. 
  
  Tips & Tricks: 
  When assigning keywords, it is important to be as specific as possible. This will help ensure that conversations are properly categorized and can be found more easily in the future. It is also important to use consistent keywords across all conversations, so that similar topics can be easily identified and grouped together. 
  
  Related Information: 
  The CEC-EC Engagement Center also allows customers to search for conversations using keywords. This makes it easier for customers to find conversations related to their inquiries without having to scroll through all of the conversations in the system.