When you create custom drop-down menus with the exact options you need, staff members can classify incidents and answers using those options, and customers can select specific products and categories to refine their searches for answers.
Products and categories organize data in the same ways, and you can choose to use either or both when you configure RightNow Service. If you use both, incidents and answers can be organized into specific classifications, and customers can search for answers using product and category filters. You can create up to 6 levels each of products and categories and specify the number of levels agents must enter when working with incidents. It is not required to use products and categories.
An incident’s disposition refers to the way the incident is ultimately solved. You may want to require that agents select a disposition before they save an incident when they change the status to Solved. Dispositions do not appear on the customer portal. You can add as many dispositions as you need, and you can also add sub-levels of dispositions to a total of 6 levels.
Selecting the visibility settings for a parent level does not automatically set the same settings for the parent’s sub-levels. Visibility must be set individually for each. You can also make sub-products visible even if the parent product is not visible.
You can delete products, categories, and dispositions that do not have sub-levels. When deleting a product or other item that has sub-levels, you must delete all of the sub-levels first. You also cannot delete multiple products, categories, or dispositions simultaneously.
You do not receive a dependency conflict warning when you delete products, categories, or dispositions used in rules. Rules that use the deleted item may no longer function as expected, requiring you to edit the rules and reactivate the rule base.
In addition, you do not receive a dependency conflict warning when deleting products or categories that are used in answers. Answers that are associated with deleted products or categories may not display as expected.
5 thoughts on “Customizable Menus: Products/Categories/Dispositions”
This has been a good article to help me navigate the hierarchy and structure of disposition in incidents. However my struggle with my business team is to figure out the best way to create categories and dispositions for our business. Do you have any best practices on how categories and dispositions should be set up in the first place? I’m finding hours to be highly redundant based off of the various lines that businesses using them. It seems as each business group is creating their own.
Hi Medina, it is indeed a case-by-case thing. As it depends on your business requirements and specifics. One thing I would ask, do you have a KB today? How is it broken down? Do you report on the incidents you receive today? How is that report broken down?
How do you add a product to a profile ? If a user in a particular profile is logged in should be able to select the product.
Hi Anu, do you mean if a customer is logged in to the portal you would like the product to be selected by default?
Hello! I have a problem, create new categories and new questions, the thing is that when I enter the FAQs section of the web, no category is selected by default, therefore no questions are displayed at first glance. How do I make the first option selected when I enter this website? Thank you!