How You Link Products, Categories, and Dispositions
Service can automatically create links to categories and dispositions based on answers and incidents in the knowledge base, or you can manually define the links for each product.
When you manually link products, you can select and link products one at a time or you can select multiple products to link in one operation.
Note: The greater the number of products, categories,
and dispositions your organization uses, the more flexibility product
linking can offer. However, this requires you to carefully consider
how you link products to categories and dispositions. If you create
too many links, you risk losing the efficiency product linking offers.
If you create too few, you may prevent customers and staff members
from selecting the appropriate category or disposition.
Use these procedures to link products with categories and dispositions.