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SummitAI Service Management Help

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What is a Classification?

A Classification is referred as the various types of Knowledge Records (KRs) that are created by the Analysts in Analysts in an organization. The End Users can search the KRs based on these Classifications. You can add and modify Classification details for an Tenant.

To configure Classification:

  1. Select Knowledge > Configuration > Classification.
  2. On the CLASSIFICATION page, select the Tenant. A list of all the configured Classifications for the selected Tenant is displayed under the DETAILS section.
CLASSIFICATION pageImage Removed
  1. click ADD NEW on the ACTIONS panel.
  2. Select Tenant and type in the new Classification name. For information about the fields on the CLASSIFICATION page, see Field Description.
  3. Click SUBMIT. A new Classification is configured.

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Figure: CLASSIFICATION page

Note
titleNote:
  • The Green color on the Classification name indicates that the Classification is the default Classification.
  • The Red color on the Classification name indicates that the Classification is the inactive Classification.
  • The Yellow color on the Classification name indicates that its a new Classification.

3. Right-click on any of the configured Classifications, a pop-up list with the following options is displayed:

  • Create Root Node: Click this option to create a new Root Node/Classification. A new Node/Classification is created at the top of the configured Node list.Right-click on any of the configured Classifications, a pop-up list with the following options is displayed :
  • Create Child Node: Click this option to create a Child Node/Classification. A Child Node/Classification will be created for the Node/Classification on which you have right clicked.
  • Rename: Click this option to rename a Node/Classification.
  • Deactive: Click this option to deactivate a Node/Classification.
  • Set as Default: Click this option to set a Node/Classification as Default Node/Classification.
  • Configure:  Click this option to configure classification details. On the CLASSIFICATION DETAILS pop-up page, you can select the Workgroup, resolution Code, and Closure code for the selected Classification. You can also select the Replicate To All Child Classifications check box to replicate the settings to all child nodes and Enable Workgroup Routing check box to enable the workgroup routing.
4. Click SUBMIT to save the changes

Field Description

The following table describes the fields on the CLASSIFICATION page:

Field

Description

DETAILS

Classification Name

Enter the name for the Classification. This is a mandatory field.

Default

Select this check box to display the Classification as a default selection on other pages of the application.

Active

Indicates the status set for a Classification.

  • If selected, the Classification becomes an available option on the other pages of the application.
  • If not selected, the Classification becomes an inactive value. The inactive Classification are not displayed in the Classification list on the other pages of the application.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the CLASSIFICATION page.

EXPAND ALLSHOW LIST

to collapse the Classification list

Click EXPAND ALL to expand SHOW LIST to display the LIST showing all the configured classifications. To display the inactive Classifications, click the Include Inactive check box.

Note
titleNote:
When the expanded Classification list are displayed under the DETAILS section, the COLLAPSE ALL action is displayed on the ACTIONS panel. Click COLLAPSE ALL

Classification for the selected Tenant.

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 Figure: CLASSIFICATION page: List of Classifications

Classification ID column in the LIST table displays the ID associated with every configuration.

  • To edit a Classification, select the configured Classification. Make appropriate changes and click SUBMIT.
  • To display the inactive Classification, click the Include Inactive check box.


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