Overview
Create reusable categories that help users classify cases, tickets, and products consistently.
Main purposeCreate reusable categories that help users classify cases, tickets, and products consistently.
Important areasCategory list, name, description, active status.
Business valueConsistent categories improve reporting, search, and service/product organization.
Where To Find It
Common Path: Setup > Service Setup > Categories
Exact access can depend on your QCRM role. If the menu item is not visible, ask an administrator to review your permissions.
How It Works
- Categories are setup records with a name, description, and active status.
- Active categories are available for users to select in related screens.
- Inactive categories can preserve history without appearing as a normal selection.
Main Areas
| Area | What It Is Used For |
|---|---|
| Category list | Shows configured categories. |
| Category detail | Shows name, description, and active status. |
| Create/edit form | Maintains category details. |
Important Fields And Controls
| Field Or Control | What It Means | When To Use It |
|---|---|---|
| Name | Category label. | Use a short business name. |
| Description | Optional explanation. | Use to clarify when the category should be selected. |
| Active | Whether users can use the category normally. | Deactivate old categories instead of deleting them when history matters. |
Recommended Workflow
- Open Categories from Setup.
- Search existing categories before adding a new one.
- Create the category with a clear name and optional description.
- Keep the category active while it should be selectable.
- Edit or deactivate categories when your business process changes.
Best Practice
- Keep the category list short enough for users to choose quickly.
- Use descriptions when category names are similar.
- Avoid duplicate categories with slightly different spelling.
Troubleshooting
- If a category is missing in another screen, check whether it is active.
- If users choose categories inconsistently, rename or merge categories according to company policy.
- If delete is blocked, the category may be used by existing records.
FAQ
Should I delete unused categories?
Deactivate first unless you are sure no history depends on the category.
Can categories be used for reports?
Yes. Consistent category use improves reporting.