Assigning service groups to topic tiers

You can assign additional service groups to set the routing path should the case require escalation, de-escalation, or transfer.

  1. Log in as CMsetup administrator.
  2. Access Case Management from the navigation menu.
  3. Click Settings.
  4. Click Routing Manager.
  5. Select a population.
  6. Select a topic.
  7. Select Tier 1, Tier 2, or Tier 3.
  8. Click Unassigned Groups.
  9. Select one or more service groups.
  10. Click Assign.
Parent topic: Adding and configuring topics