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Categories organize claims by type. Customize them to match your manufacturing operations.
Default Categories
- Quality: Defects, quality issues, product problems
- Safety: Incidents, hazards, safety concerns
- Logistics: Shipping, supply chain, delivery issues
- Maintenance: Equipment problems, repairs needed
- Other: Miscellaneous issues
Creating Custom Categories
- Admin Console → Categories
- Click “Add Category”
- Enter category name (e.g., “Environmental”)
- Set description
- Assign to departments
- Configure category-specific SLA
- Save and test
Best Practices
- 5-10 categories maximum: Too many confuses users
- Clear naming: Use your operational terminology
- Minimize “Other”: Every claim should fit clear category
- Department alignment: Categories match department structure
- Regular review: Adjust based on claim patterns
Category Mapping
Map categories to departments for auto-routing:
Example:
- Quality category → Route to Quality department
- Safety category → Route to Safety + notify manager
- Maintenance category → Route to Maintenance specialist
- Logistics category → Route to Logistics team
Category-Specific SLA
Set different SLAs per category:
| Category | Response Time | Resolution Time | Why |
|---|
| Safety | 4 hours | 8 hours | Critical |
| Quality | 8 hours | 24 hours | Important |
| Maintenance | 12 hours | 48 hours | Slow delivery |
| Logistics | 6 hours | 24 hours | Supply chain |
Category Analytics
Track metrics by category:
- Total claims per category
- Average resolution time
- SLA compliance by category
- Most common causes
- Trend analysis
Identify which categories have issues and improve processes.
Next Steps
