NABD allows you to create specific categories and subcategories to help organize cases when setting up your case routing and SLA rules.
The categories you define can be anything that you need – product lines, clients, etc. Create whatever helps you organize the incoming questions, issues, and comments from your customers.
Within each category, you can create as many subcategories as you need.
Setting up subcategories is really helpful if your categories are made
up of a large number of products/services. Subcategories will allow your
case routing to be as fine-tuned as possible.
To create case categories:
From your left main menu, select Admin.
From the Admin Panel, select Category/Subcategory.
On the Category/Subcategory page, click Add.
Type the category name and if appropriate, provide
a brief description. Adding a description is a good idea if you are
using multiple categories –
especially if the categories have similar names.
You can link organizations ,product/service groups and products/services with the category.
If you want to display this category on customer portal or Mobile landing screen check these check boxes and enter title for the category and image.
If you need a subcategory, type the subcategory information and click Add. Remember you can create as many subcategories as you need.
If you want to display description
for each subcategory in Edit case screen check "show description"
and enter description in the text area during add subcategories.
When you're done adding
the category and any subcategories, click Save.
Your new category/subcategory
is now available for your routing purposes.