We have carefully crafted our list of categories and subcategories.
We have almost 300 solutions in our system now as well.
It would be great if someone could narrow down and search the solutions (filter by) Category/ subcategory.
I notice this even with my team of agents - they may ask around when a solution already exists.
I think this functionality could be great both for agents and requesters -- for the laundry list of solutions we can now see, to be able to narrow it down not just by keyword search, but to see where/ what category a solution applies to.
I see that we already have this baked in to service requests.
|What problem will this feature solve?:|
Categories for solutions