We have been using case categories for some time and would like to revamp them to better align accross SF objects. We are currently using Service Cloud, Knowledge Base, Ideas and Communities (in implementation). Does anyone have any recommendations on structuring the categories so they can link accross?
1 answer
Hi Sandy - I believe you are talking about the data category in knowledge article etc., If my understanding is correct please read on otherwise please let me know.
Assuming that you are talking about data category in knowledge. This requires lot of thinking
Point 1 - Category should not be at a very high level
Point 2 - It should not be Too granular too
I would recommend adopting the same approach that Salesforce uses. As you can see that on the left hand in success answers there are Categories
1. Example Customer service & Support
2. Reports & Dashboards
Similarly when raising a case you will find the category based on functional area
General application area >> Set Up Customization >> Page Layout etc.,
So it is best to go with Functional area at a high level and drill down
The same goes for knowledge articles too
Example
Case Category >> Reports & Dashboard >> One level down >> Custom report type
Knowledge Category >> Reports
Community >> Analytics
Idea >> Analytics
So this way it would link across all these.
