Customer Care Category Configuration

Summary

Categories drive the workflow for a Case as each can have a set of tasks and reminders set in place to aide the resolution of a Case.  Categories can have Sub Categories but Sub Categories are simple data tags and do not have their own set of tasks or SLA days.

Categories List

The list of configured Categories is accessible from the menu item 'Categories'.  New Categories can be created and existing Categories created and deleted from within this page.

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Add New or Edit Existing Category

Clicking the 'Add New Category' button or the edit icon in the grid shows the popup in the screenshot below.  A Category has a Name, Service Level Agreement (SLA) days and whether it Regulatory or not.

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Add New or Edit Existing Sub Category

Clicking the 'Add New Sub Category' button or the edit icon in the grid shows the popup in the screenshot below.  A Sub Category has a Parent Category and a Name.  An existing Sub Category can be moved from one Category to another by changing its Parent Category.

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Tasks

Once a Category has been created, a set of Tasks can be created by clicking the aeroplane icon in the grid.

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Adding Tasks

Tasks are added by clicking one of the five blue buttons at the top of the page.

Button	Action	Purpose
	Add Automated Response Task	Adds an automated SMS or Email to send to the customer on a given day of the Case and using a predefined template.
	Add Contact Customer Task	Adds a task to contact to the customer.  The customer can contacted by any means outside of the system.
	Add Create Correspondence Task	Adds a task to create some formal correspondence which is to be sent to the customer.
	Add Approve Correspondence Task	Adds a task to approve some formal correspondence which is to be sent to the customer. Only a user with the System Function of 'Customer Care Customer Service' can complete this type of task.
	Add Send Correspondence Task	Adds a task to send some formal correspondence which is to be sent to the customer.
	Add Reminder	Adds a system reminder which is contact the Case owner by SMS or Email using a predefined template.

Adding or Editing a Task or Reminder

A task can be added by clicking one of the buttons as described in the table above or an existing task or reminder can be clicked in the list by clicking its heading.  Each task is configured in a similar way so the screenshot below shows an example of the configuration of an Automated Response task.

Note that a Contact Template must first be configured in order to add tasks that use templates.

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Multiple Tasks and Reminders

The system is not limited to a single task per day and any number of tasks or reminders can be created on the same day if required.

Journey View

The journey view shows each day by default but it can be changed to show a condensed view where days with no tasks or reminders are not displayed.  It can also show what the journey would look like (highlighted below) if e.g. it started next Monday in order to make it easier to see the flow of tasks.

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