Adding and configuring categories

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 employee creates a case through Ask HR and assigns the topic Benefits to the case. An agent picks up the 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

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. Log in as CMsetup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Routing Manager.
  4. Select a population.
  5. Click Categories.
  6. Click Add or select a category.
  7. Specify this information:
    The topic to which the category is assigned.
    The name of the category.
    SLA Hour(s)
    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 set, this values supersedes the topic-level SLA to calculate the SLA date on the case.
    SOP Name
    Standard Operating Procedure (SOP): When a SOP 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 SOP in a new window. To use a SOP that has been added to the system, select the SOP from the list. The name of the corresponding web page is displayed in the URL field. To create a new SOP, click the Add New button and complete the form. SOPs that are added here are also added to the system's master list.
    This is the URL to the web page that is associated with the SOP.
    Select From Case
    Select yes to make the category available on the Case form. Select no to make it unavailable.
  8. Click Save or Update.