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Minimum product level on incidents
Answer ID 12670 |
Last Review Date 07/26/2023
How is the minimum product level set for incidents when created from the console?
Environment:
Oracle B2C Service workspace
Issue:
How to make sure agents set a certain product level when creating an incident?
Resolution:
You can use up to six levels of products, categories, and dispositions to classify incidents and answers in the knowledge base.
About this task:
By creating subproducts, for example, you can let your customers further refine their searches. This also lets staff members classify incidents and answers more precisely. If you have created multiple levels of products, categories, and dispositions, you can also define the number of levels that staff members are required to select on the administration interface.
Note: Although this procedure describes how to configure the number of product levels on an incident workspace, follow these same steps to define the Minimum Level value for the Category and Disposition fields.
Procedure:
- Click Configuration on the navigation pane.
- Expand Application Appearance, and then double-click Workspaces.
The Workspaces explorer displays on the content pane.
- Right-click the custom incident workspace where you want to specify the number of product levels and select Open.
You cannot edit the standard incident workspace, but you can copy it and edit the copied workspace.
- Select the Product field on the design space.
- Click Minimum Level on the ribbon’s Design tab and enter the number of required product levels.
Allowed values range from 0 to 6.
- Click the Save icon on the Quick Access Toolbar.
- Assign this workspace to the applicable profile. See Profiles if you need help with this process.
If an agent selects a product level above the minimum a validation error will be displayed: "Product field requires a minimum of # levels of data" and will not allow the selection that was made. If the selected node is at the lowest level for that branch it will allow the selection even if it is not at the minimum required due to it being the lowest the branch offers. The parent nodes will not be grayed out, instead a validation error is displayed when the minimum level is not selected.
