Adding and configuring topics

You can add a new topic or update the properties of an existing topic in the system. When a case is submitted with a population and topic combination, it is assigned to the designated default service group.

In a multitier service center, cases can transfer between service groups. You can assign one or more service groups to each tier to define possible case routing paths.

You can designate topics for information technology, human resources, or job applications. When service groups are configured to specialize in IT, HR, or job applications, cases are routed to service center users assigned to the corresponding service group.

When a topic has an associated standard operating procedure, a button is displayed next to the topic in the case form. Service center users can click the button while creating or viewing a case to open the standard operating procedure in a new window. Standard operating procedures are added to the system through configurable lists.

  1. Select Administration > Setup.
  2. In the Primary pane, click Topics.
  3. Click the More Actions button and select Create.
  4. Specify this information:
    Topic
    Specify the name of the topic.
    Description
    Provide a description of the topic.
    Active
    Select this check box to make the topic available in the system.
    Secure
    Select this check box to ensure cases created with this topic are initially secured. Only members of the assigned service group can view secured cases. The security setting remains with the case during transfers unless a service user manually changes the setting.
    Case Type

    Select the case type for which you are designating the topic. Available case types include Human Resource, Technology, and Job Application.

    Topic Group
    Select a topic group from the list.
    SLA Hour(s) or SLA Calculation Method
    Specify the number of business day hours between the time a case is created and the time it is due, including the created date. For example, 16 hours translates to two eight-hour days.

    If you select Job Application as the case type, you must select an SLA calculation method.

    See Setting up the calculation method for job applicant cases.

    SOP URL
    Select the Standard Operating Procedure link to attach to the topic.
  5. In the Available To section, select the check boxes to specify which audiences the topic is available for:
    Employee
    When this option is selected, the topic is available for employees to select when they create new cases.
    Manager
    When this option is selected, the topic is available for managers to select when they create new cases.
    Field Representative
    When this option is selected, the topic is available for field representatives to select when they create new cases.
    Service Center
    When this option is selected, the topic is available for service center users to select when they create new cases.
    Recruiter
    When this option is selected, the topic is available to recruiters when they create cases for job applicants. The Recruiter check box is available only if Job Application is selected as the topic’s case type.
    Note: The candidate or job applicant option is unavailable because candidates cannot create cases themselves. Cases related to job applicants are created on their behalf, either manually or through automation.
  6. In the Approvals section, specify this information:
    Approval Type
    Specify the role that is required to approve the case when the topic is used. For example, select Manager.
    Approver Template
    This option is available if Approver Template is selected in the Approval Type field. Select the template. Requests are sent to individuals that are specified in the template, any of whom can approve the case.
    Require Approval
    Select Single Approver to require approval by any individual that is specified in the approver template. Select All Approvers to require approval by all approvers that are specified in the approver template.
    Approval Notification
    Select this check box to send an approval request notification to the approver.
    Timeout Option
    Select the action that is taken if the approver does not respond to the request in the specified number of days. For example, if the action is Approve and the manager does not respond to the request in the specified number of days, then the case is automatically approved.
    In Days
    Specify the number of days from the date that the request is made that must pass before the action that is specified in Timeout Option is taken.
  7. In the section regarding field set, specify this information:
    Standard Field Set: Use Primary
    Select this check box to use the primary standard field set that is used in the topic. When the system includes more than one standard field set, you can specify the standard field set that is used in the topic. Standard field sets are configured in configurable lists.
    Custom Field Set: Use Primary
    Select this check box to use the primary custom field set that is used in the topic. When the system includes more than one custom field set, you can specify the custom field set that is used in the topic. Custom field sets are configured in configurable lists.
  8. Optionally, in the Default Values section, specify this information:
    Category
    Specify the category that is assigned to cases that use the topic.

    See Adding and configuring categories applied to a topic.

    Subcategory
    Specify the subcategory that is assigned to cases that use the topic.

    See Adding and configuring subcategories applied to a category.

  9. In the Topic Survey section, specify this information:
    Survey Form
    Select the survey form associated with the survey completed by employees whose cases use the topic.
  10. Click Save.
    After you create a topic, you can assign one or more categories and subcategories to the topic.

    See Adding and configuring categories applied to a topic.