Assigning topics and service groups to a population

You can assign topics to a population. Topics determine case routing, which defines which topics can be created for the population. 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 and topics.

  1. Select Administration > Setup.
  2. In the Primary pane, click Populations.
  3. Double-click a population.
  4. Click the Topic Routing tab.
  5. In the Topics section, click Create.
  6. Select the topic to add in the Topic field and specify a description.
    Note: If the population type is set to Job Application, you can only select topics with the job application case type.
  7. When a topic is selected, the service groups that are assigned to the topic are shown in the Supporting Service Groups section.
  8. To add a supporting service group to a topic:
    1. Select a topic and click Create in the Supporting Service Groups section.
    2. Select the ID and service group.
    Note: If the population type is set to Job Application, you can select only service groups with a case type of job application or all.