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Classification Basics

Classifications are used to organize activities and cases. There are the following classification types:

  • Categories are words that are associated with an activity to help classify the problem, issue, or concern that is the subject of the activity.

  • Resolution codes are words that are associated with an activity to help classify the manner in which the activity was resolved.

When a new activity arrives in your inbox, you can manually assign a category that represents the content of the activity. A category can also be automatically assigned to an activity when a knowledge article used in the reply has a category associated with it. Resolution codes can be manually or automatically assigned in the same way.

For example, assume that an email arrives from a customer, asking about a new account with your company.

  1. First, you might assign the 'New account' category to the activity.

  2. Next, you might add to the reply, a KB article containing an account application. The KB article has the 'Emailed account application' resolution code associated with the article. When you add the KB article to the reply, the 'Emailed account application' resolution code is added to the activity. Thus, the activity now has two classifications associated with it, the 'New account' category and the 'Emailed account application' resolution code.  

  3. Lastly, you click the Send and Complete button to send the email and complete the activity. Once a case has been closed, the assigned classifications cannot be removed. If the case is reopened, the classification can be removed again.

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