Configuring categorization tiers enable you to organize cases by their subject, and company sites and site regions—by location.
You can associate a single case category, a site category, and a site region with a single data group.
A category is a four-level top-to-bottom filter that can be applied to cases, sites, and site regions. A tier is a level of categorization of items.
You can create categories of the first level, and categories that include 2nd, 3rd, and 4th level of categorization.
Case categorization tiers are specified in the Case and Solution forms.
Site categorization tiers and site region tiers are specified in a Site form.
Follow the procedure explained below to create categorization tiers for cases, sites, and site regions.
Note
When you create case categories that include the fourth level of categorization, keep in mind that Categorization Tier 4 field is not visible in a case form, and HR agents cannot manually categorize cases they create using the fourth level of categorization. However, the Categorization Tier 4 is visible in a solution form, and HR agents who create and modify solutions can specify the case category at the 4th level.