Case Categories
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 to Admin 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 to Admin 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
- Category: Select the parent category the new Sub-Category will belong to
(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 to Admin 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