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. Open the Service Categories form.
  2. Click New Record.
  3. Organization—Enter the organization to which the service category belongs.
  4. Service Category—Enter a unique code identifying the service category, and then enter a description of the service category in the adjacent field.
  5. Class—Enter the class of the service category.
  6. Out of Service—Select if the service category is not used.
  7. Click Save Record.