Adding and configuring categories

You can classify each topic into one or more categories and further classify each category into one or more subcategories to support report data filtering. Each category can have a standard opening procedure (SOP) and service level agreement (SLA) configured. Only service users can select categories and subcategories on the case form.

For example, an employee creates a case through Ask HR and assigns the topic Benefits to the case. An agent reviews the case and assigns the category Medical and the subcategory High Deductible based on its topic. Then, a service user can filter cases that are related to high deductible medical benefits by filtering topic = Benefits, category = Medical, and subcategory = High Deductible

To view how categories are used in quick cases and case-creation email channels, use the Where Used report. 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:
    Topic
    Specify the topic to which the category is assigned.
    Category
    Specify the name of the category.
    SLA Hour(s)
    Specify the number hours, counted in business day, from the case creation time to the case due time. The calculation includes the creation date. For example, 16 hours means 2days of 8 business hours per day. If set, this value supersedes the topic-level SLA to calculate the SLA date on the case.
  8. Optionally, 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.

  9. Set Select From Case to Yes to make the category available on the case form. Set to No to hide it.
  10. Click Save or Update.