Hello Everybody,
I am implementing C4C in a service scenario, then, when ticket record is created by level 1 support, and depending of service category, escalating the ticket, so it is routed to level 2 support.
Follow an example of my Service Categories :
Categories Category Type
1000 Information Process
1001 Financial Incident
1002 Contract Object Part
1003 Better Date Cause
I am using the Organizational work distribution to route my tickets to the responsible area.
So, I tried to route my tickets considering the last level (1003) of my service category, and the work distribution didn´t work.
Only works with Category Type "Process", but my process requirement is considering the last level, Category Type "Cause".
How can I consider the last level to work distribution ticket ?
Best Regards.
Claudio Goulart