Overview of Categories

Categories help identify the nature of issues reported in cases.

For example, you can create categories to help group cases related to disaster relief in one category, and cases related to family services in another category. You can then create further categories and child categories to narrow the type of cases within one of the ordered groupings.

Administrators can create categories and category hierarchies to group and organize cases depending on their organizational needs. Before creating categories, you must consider the following:

• Create a list of your top-level categories.

• For each top-level category, create a list of child categories.