Managing Service Categories
Using the Service tool to manage service categories.
Last updated
Using the Service tool to manage service categories.
Last updated
Admin Tools -> Service Admin
Managing service categories requires the Service Admin role.
Open Admin Tools / Service tool.
Click on the organization name in the organization tree to view the Service Categories page.
To edit an existing category, click on a list item to navigate to the Service Category Details page.
Four tabs on the Service Category details page allow you to manage your category's settings:
General: Here, you can adjust the basic settings for your service category.
Service Types: This tab manages the category's service types.
Case fields: You can manage the fields you want to add to cases in this category through this tab.
Case tags: This tab allows you to manage the available tags for tagging cases in this category.
Click the New Service Category button to open the New Service Category dialog.
Enter a category name. This name must be unique in your organization.
After you click Create, you will be redirected to the Service Category's details page.
The General tab allows you to manage the service category's settings:
Service category name: A unique name describing the service category.
Description: (optional) A free-text description of the category.
Ask for customer feedback: Check this box to prompt the users to provide feedback and rate their experience upon case closure. By selecting this option, customers utilizing virtual tickets will be prompted to rate their experience once their case is closed. The ratings are collected and can be analyzed using the Customer Satisfaction reports.
Printed ticket template: (optional) Kiosks can print tickets using a receipt printer. Choose the ticket template to use for these tickets. Printed ticket templates are configured using the Printed Tickets tool (Customer Engagement toolbelt).
If you no longer need a service type, you can archive it.
To archive a service category, click the context menu button [⋮] next to the service category name and choose Archive Service Category.
To restore an archived service category, go to the Service Category List page, click on the context menu button, and choose Restore Service Categories.
Select the relevant fields for the service category in the Case Fields tab. These fields will be added to new cases created in this service category.
For each field, set the following:
Visible: The field is visible on the Agent Console.
Editable: An agent can edit the field on the Agent Console.
Required: A value must be entered for this field when creating a new case using the portal or kiosk.
Restricted: Indicates that the field is accessible only to users in designated groups.
Users may need additional permissions to view and edit restricted fields. For more information, see Storing Data with Fields
Click the Field Settings option in the field context menu to open the Field Settings dialog:
Visible: The field is visible to agents. If you uncheck this box, the field will not be visible to agents. However, automations can still use hidden fields, which makes them useful for driving automated business logic.
Editable: The field can be edited by users using the agent console.
Required when Created by Customer: When this box is checked, Portals and Kiosk will ask customers to enter a value for the field when queuing up or booking an appointment for a service in this category.
Restrict Access to Selected Groups: Only users in the selected groups can access the field when this box is checked. For each group, you can choose between view-only permission and edit permission.
Select the tags that could be added to cases with this service category in the Case Tags tab. Tags provide a simple way to label and classify case records.
To learn more about tags, see Categorizing Cases with Tags
Service category names and descriptions are often used on customer-facing apps (e.g., kiosks and portals) and in email and SMS messages.
To provide translations for service category-related data, use the Public Texts tool.
