Incoming emails that get converted to new Cases can go through additional automatic actions. One of these actions could be setting the Category and/or Sub-Category fields as a result of the Advanced Email Routing (AER) processing.
For example, if a complaint email is sent to the Customer Service email address, the new complaint case category will be set as Customer Service.
Minor Category is an optional sub-classification for Sub-Categories and can be used to set the teams to send Notifications to.
Steps to Add Categories to a Case Type
On the top right, navigate to → ServiceJourney
On the left, navigate to → Case Management
Navigate toAdmin Settings → Case Categories
Click on the Add New button
Fill out the form as appropriate:
Case Type: Select the case type to add the category to
Category Name: Insert the name of the new category
Steps to Add Sub Categories to a Category
On the top right, navigate to → ServiceJourney
On the left, navigate to → Case Management
Navigate toAdmin Settings → Case Sub Categories
Click on the Add New button
Fill out the form as appropriate:
Category: Select the parent category the new Sub-Category will belong to
Sub-Category Name: Insert the name of the new sub-category
(OPTIONAL) Steps to Add Minor Categories to a Sub-Category
On the top right, navigate to → ServiceJourney
On the left, navigate to → Case Management
Navigate toAdmin Settings → Case Minor Categories
Click on the Add New button
Fill out the form as appropriate:
Sub-Category: Select the case type to add the category to
Minor Category Name: Insert the name of the new category
CC Resolution Team: Select the Team to send a copy of the resolution of the case from the drop-down list
Back Office Team: Select the Back Office team to assign the case to
