Adding and configuring SOPs

In this application, a standard operating procedure (SOP) is a link to a website or web page where the user can review a relevant SOP. You can associate an SOP with a topic, category or subcategory. When an SOP is associated with a topic, category or subcategory, a button is displayed next to the item 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.

For information about associating an SOP with a topic, category or subcategory, see Adding and configuring topics, Adding and configuring categories and Adding and configuring subcategories.

  1. Sign in as CM setup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Configurable Lists.
  4. Click SOPs.
  5. To configure an SOP, click the SOP and modify the information in the fields.
  6. To add an SOP, click Add SOP and specify this information:
    Name
    Specify the value that is displayed in the menu list in the forms that are used to add SOPs to topics, categories, and subcategories.
    URL
    Specify the URL of the page.
    Hide
    Set to Yes to hide the value from the menu. Set to No to make the value visible.
  7. Click Add or Update.