Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/ServiceCenter/Inbound/ClassifyingCases.htm

## Classifying Cases in Service Center

Service Center reps can quickly classify customer inquiries when creating cases by selecting the Category, Subcategory, and Product for each case. Customers can then gather analytics on their customer inquiry trends and product performance using case classification.

Collecting and analyzing accurate classification data can benefit customers in several areas. For example:

* Analytics and insights:
* Understand the most common types of customer inquiries by product, overarching category, and granular subcategory
* Identify specific products that generate a high volume of support requests, indicating potential areas for product improvement or enhanced documentation
* Analyze which types of inquiries are best handled by which channel, for example, email or phone
* Work assignments:
* Manually route cases to the agents with the most relevant expertise
* Balance agent workload based on case complexity and type
* Continuous improvements:
* Identify training gaps for agents on specific products or common issues. Develop specialized training modules based on high-volume inquiry types.
* Streamline workflows for frequently occurring case categories, automate responses where appropriate, and optimize escalation paths

**Who can use this feature?**

* Business Admin Users - Browser
* [Adding Subcategory Picklists](#Adding)
* [Assigning Products to Users](#Assignin)
* IT Admins - Browser
* [Creating Dependencies Between Categories and Subcategories](#Creating)
* Service Center Reps - Browser
* [Assigning Case Classifications](#Assignin2)
* Users do not require an additional license

### Configuring Case Classification for

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)All Users](#)

To configure this feature:

1. Ensure [Configuring Service Center](../SCConfig.htm) and [Configuring the Product Catalog](../../Products/ConfigProduct.htm) are complete.
2. Navigate to **Admin > Users & Groups > Permission Sets**.
3. Select the appropriate Permission Set.
4. Select the **Objects** tab.
5. Grant the following permissions:

| Object | Object Permission | Object Types | Fields | Field Permission |
| --- | --- | --- | --- | --- |
| case\_\_v | RE | account\_\_v | * product\_\_v * case\_category\_\_v * case\_subcategory\_\_v | Edit |

### Adding Subcategory Picklists as

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Business Admin Users](#)

To add subcategory picklist values:

1. Navigate to **Business Admin > Picklists**.
2. Select the **case\_subcategory\_\_v** field.
   ![](../../../Resources/Images/Service Center/Add_Picklist.png)
3. Select **Create**.
   ![](../../../Resources/Images/Service Center/Create_Picklist.png)
4. Complete the appropriate fields to add a picklist value.
5. Select **Save**.

The case\_category\_\_v picklist is managed by Veeva and its values are not configurable.

### Creating Dependencies Between Categories and Subcategories as

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)IT Admins](#)

This step cannot be completed until the business admin user adds the appropriate [subcategory picklist values](#Adding).

IT admins must create dependencies between category and subcategory to constrain the available Subcategory values based on the selected Category.

To create dependencies:

1. Navigate to **Admin > Configuration > Objects**.
2. Select **case\_\_v**.
3. Select the **subcategory\_\_v** field.
4. Select **View Dependencies**.
5. Select **Add Dependencies**.
6. Select a **Category**.
7. Select subcategories from the available values.
8. Select **OK**.
9. Repeat steps 5-8 to create all required Subcategory restraints.

### Assigning Products to Users as

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Business Admin Users](#)

Ensure Service Center reps are assigned to the products in the catalog they can select from the picklist. See [Using the My Setup Tab](../../Products/MySetupPage.htm) for more information.

### Assigning Case Classifications as

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)Service Center Reps](#)

Service Center reps can classify new and existing cases by assigning a Category, Subcategory, and Product.

To classify an existing case:

1. Navigate to a case record. The Case Details pane displays on the left.
2. Select **Edit**.
3. Select **Edit**.
4. Select a **Category** from the drop-down menu. This field is required. The default is Other.
5. Select a **Subcategory**. Available subcategories display based on the Category selected.
6. Select a **Product**. Available products are determined by your My Setup configuration.
7. Select **Save**.

If a Service Center Rep creates a case then closes the tab before selecting a Category, the case automatically opens in edit mode the next time it is viewed.

To manually create and classify a case:

1. Select **Create** in the header.
2. Select **Case**.
   ![](../../../Resources/Images/Service Center/Create_Case_Category.png)
3. Complete the required fields in the Create Case modal.
4. Select a **Category** from the drop-down menu. This field is required. The default is Other.
   ![](../../../Resources/Images/Service Center/Select_Category.png)
5. Select a **Subcategory**. Available subcategories display based on the Category selected.
6. Select a **Product**. Available products are determined by your My Setup configuration.
7. Select **Save**.

### Related Topics

[Using My Cases for Service Center Inbound](SC_MyCases.htm)

[Using Service Center](../Using/SCUsing.htm)