Creating service categories

Service categories facilitate knowledge base searches in the call center and provide additional levels of reporting for a department.

To create service categories:

  1. Select Operations > Call Center > Service Categories.
  2. Click New Record.
  3. Specify this information:
    Organization
    Enter the organization to which the service category belongs.
    Service Category
    Enter a unique code identifying the service category, and then enter a description of the service category in the adjacent field.
    Class
    Enter the class of the service category.
    Out of Service
    Select if the service category is not used.
  4. Click Save Record.