# Service Categories and Types

Within Cubu, each case is assigned to a **service category**, a primary classification used to categorize cases based on their required work type. This service category is then subdivided into specific **service types**, offering a more granular breakdown of work classifications.

A service type determines the duration of work required to resolve a case. This duration determines the **appointment duration** that needs to be scheduled when using an appointment-based service.

Examples of possible service categories and types in different organization types:

{% tabs %}
{% tab title="Bank" %}

* Deposit Services
  * Savings Account Opening
  * Checking Account Services
  * Certificate of Deposit (CD) Management
* Loan Services
  * Personal Loan Application
  * Mortgage Loan Origination
  * Auto Loan Approval
* Payment and Transaction Services
  * Wire Transfers
  * Bill Payment
  * Cash and Coin Handling
    {% endtab %}

{% tab title="Customer Service" %}

* Customer Service
  * General Inquiry
  * Tech. Support
  * Billing Inquiry

{% endtab %}

{% tab title="Clinic" %}

* Orthopedics
  * Orthopedic Consultations
  * Sports Injuries
  * Casts and Splints
  * Work Injuries
* General Medical Consultation
  * Routine Check-ups
  * Sick Visits
  * Follow-up Appointments
  * Medication Management
  * Referral Consultations
    {% endtab %}

{% tab title="Pharmacy" %}

* Prescription Dispensing
  * Prescription Dispensing
* Over-the-counter (OTC) Medication
  * (OTC) Medication
* Medication Counseling
  * Counseling

{% hint style="info" %}
In this example, each category has one service type
{% endhint %}
{% endtab %}
{% endtabs %}

Every **service** in Cubu belongs to a specific category. When customers queue up or book an appointment for a service, a case is created in the service category.

## Service Category Fields

Select the relevant fields for the service category. These fields will be added to cases created in this service category.

<div align="left"><figure><img src="https://2572483209-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8vfRpZGqpk7N0egaXMQ8%2Fuploads%2FuP97AFXbDpdU9cJyaPAC%2Fimage.png?alt=media&#x26;token=e669a60d-9dd5-47a4-9785-d9e2e9a06a16" alt="" width="563"><figcaption><p>Creating a Case with Fields</p></figcaption></figure></div>

## Service Category Tags

In the **Case Tags** tab, select the tags that could be added to cases with this service category. Tags provide a simple way to label and classify case records. Adding colored tags to a service category will help the agents further differentiate between cases and find relevant cases according to their tags.

## Service Types

* **Estimated work** (in minutes): This value determines **appointment duration** and helps estimate expected wait times.
* **Expected no-show rate** (percentage): Use past statistics to estimate the no-show rate for this service type. The no-show rate indicates the percentage of customers not attending their scheduled appointments.\
  When a service is configured to **compensate for no-shows** (see service settings), Cubu will allow overbooking appointments to compensate for the expected no-shows, thus increasing agents' time utilization.

## See Also

{% content-ref url="../../admin-tools/service-and-process-configuration/managing-service-categories" %}
[managing-service-categories](https://docs.cubu.com/guides/admin-tools/service-and-process-configuration/managing-service-categories)
{% endcontent-ref %}

{% content-ref url="../../admin-tools/service-and-process-configuration/managing-service-types" %}
[managing-service-types](https://docs.cubu.com/guides/admin-tools/service-and-process-configuration/managing-service-types)
{% endcontent-ref %}

{% content-ref url="categorizing-cases-with-tags" %}
[categorizing-cases-with-tags](https://docs.cubu.com/guides/understanding-the-basics/process-management/categorizing-cases-with-tags)
{% endcontent-ref %}

{% content-ref url="storing-data-with-fields" %}
[storing-data-with-fields](https://docs.cubu.com/guides/understanding-the-basics/process-management/storing-data-with-fields)
{% endcontent-ref %}