Concepts related to cases
These concepts related to employee users are useful in the understanding of case routing in the service center.
Case
In the context of this guide, a case is a ticket that is generated in the system by a service agent or employee. The case can contain important information about an issue, notes that service center users can reference, and attachments.
Case Form
A case form is the form that is configured for a specific population and which is populated by the person who is creating or modifying the case to record important details about the case.
Topic
A topic is the broadest categorization that can be assigned to a case, such as benefits, careers, or pay. Topics are assigned to populations. Topics help determine case routing.
Category
A category is a more granular categorization that can be assigned to a case. Categories help determine case routing. Categories can have subcategories.
SLA Date
The service level agreement date, the date that the case is expected to be resolved. SLA dates are assigned to populations.