Adding and configuring topics

You can create a new topic, modify the properties of an existing one, or define the topics on the case form for a population using the Routing Manager. When a case includes both a population and a topic, the case is automatically assigned to the appropriate service group.

In a multi-tier service center where an agent can escalate and de-escalate a case between service groups, you can assign one or more service groups to each tier to establish the routing paths for case handling.

The Where Used report shows information on the related use of topics in quick cases and case creation email channels for easier discernment of the effects of retiring a topic. The Where Used report is available in the Routing Manager when you view a topic, category or subcategory.

Log in as CMsetup administrator.
In the navigation menu, select Administration > Case Management Admin.
Click Routing Manager.
Select a population.
On the Topic tab, click Add to add a new topic, or select an existing topic to update.
In the Add New Topic field, select a topic name, or specify a new topic name in the Or New field.
In the Description field, provide a topic description.
Set Secure to Yes to make a case that is created with this topic initially secured.
Only members or the assigned service group can view secured cases. Unless a service user manually changes the security setting, the setting remains with the case when the case is escalated, de-escalated, or transferred.
In the SLA Hour(s) field, specify the number of hours, counted in business days, from the case creation time to the case due time. The calculation includes the creation date. For example, 16 hours means 2 days of 8 business hours per day.
Optionally, you can associate a Standard Operating Procedure (SOP) with the topic:
1. In the SOP Name field, select an existing SOP.
  
  To create a new SOP, click Add New, specify a name for the SOP and the URL, and click Add.
2. In the Email Address field, specify the email address to which case details are sent when the topic is used. The email format is verified, and the field remains inactive until you save the record.
  
  If an employee submits a request through Ask HR, the subject and issue are included in a message to the configured email address, and no case is created.
  
  If the employee profile does not include a valid email address, a case is created, and no email message is generated.
  
  When you create or update a case in Case Management using this topic, an email message is generated, and the case is created or updated. The subject value is used as the email subject, and the issue value is used as the email body.
  
  To configure employee notifications for requests submitted by email for a topic, enable and manage the notifications in Submitted Using Email Topic and Updated To Email Topic. These notifications are disabled by default.
  
  See Configuring properties for each notification.
To make the topic available to self-service users through Ask HR, set Ask HR to Yes.
To make the topic available to self-service users through Ask HR For Managers, set Mgr Ask HR to Yes.
To make the topic available to self-service users through Ask HR for HR, set HR Ask HR to Yes.
To make the topic available to all service users through the service center, set Case to Yes.
In the Tier field, select the tier level to which a case with this population and topic combination is auto-routed when created.
In the Service Group field, select the default service group for the selected tier level.
Optionally, you can select the default category and subcategory for new cases with the given topic.
Click Save or Update.