Adding and configuring subcategories applied to a category

Each topic can be classified into one or more categories. Each category can be further classified into one or more subcategories. Categories and subcategories can be selected only by service users on the Case form. Each category can have a standard operating procedure (SOP) and service level agreement (SLA) configured. Categories and subcategories can be useful for filtering report data.

For example, an agent picks up a case and seeing that it pertains to medical benefits, further classifies it by assigning the category Medical and the subcategory High Deductible to the case.

A service user can filter cases that are related to high deductible medical benefits by filtering topic =Benefits and category = Medical and subcategory = High Deductible.

When a standard operating procedure is associated with a category, a button is displayed next to the category in the case form. A service center user who is creating the case form or viewing it later can click the button to access the standard operating procedure in a new window. Standard operating procedures are added to the system in configurable lists.

The Where Used report provides information on the related use of categories in quick cases and case creation email channels. This information makes it easier for you to discern the effects of renaming or retiring a category. The Where Used report is available as a tab in the routing manager when you view a topic, category or subcategory.

  1. Select Administration > Setup.
  2. In the Primary pane, click Topics.
  3. Select a topic.
  4. On the Categories/Subcategories tab, select a category in the Topic Category List section.
  5. In the Subcategories section, click Create.
  6. Specify this information:
    Subcategory
    Specify the name of the subcategory.
    SLA Hour(s)
    Specify the number of business day hours between the time a case that uses this subcategory is created and the time it is due, including the created date. For example, 16 hours translates to two eight-hour days. If set, this values supersedes the category-level SLA and the topic-level SLA to calculate the SLA date on the case.
    Active
    Select Yes to make the subcategory available in the system.
    SOP URL
    Select the standard operating procedure link to attach to the subcategory.
  7. Click Save.