Service categories facilitate knowledge base searches in the call center and provide additional levels of reporting for a department.
To create service categories:
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Select Operations > Call Center > Service Categories.
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Click New Record.
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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.
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Click Save Record.