Assigning topics and service groups to a population

You can assign topics to a population. Topics determine case routing. You can also assign service groups to support the topics that you assign. Only active topics and service groups that have been configured for the population can be assigned. See Automatic routing.

  1. Click Populations.
  2. Double-click a population.
  3. Click Topic Routing.
  4. To assign topics, select one or more topics.
  5. If the topic that you want to assign is not in the list, you must add it:
    1. Click Create.
    2. Click in the Topic field, click the magnifying glass, and select a topic.
    3. Click OK.
  6. When a topic is selected, the service groups that are assigned to the topic are shown. You can assign service groups:
    1. In the service group area, click Create.
    2. Click in the ID field, click the magnifying glass, and select a service group.
    3. Click OK.