Support classification

Allows the management of classification types assigned to support cases carried out on the platform

How to Access

Access: Service/ In-Person Service/ Service classifications.

The service classification is a label that defines the level/form of priority of a service within the platform.

In practice, it serves to:

• Organize and identify quickly the type of service (e.g.: Standard, Priority).

• Define priority: when marked as High priority, this classification can make the service enter the queue with greater urgency, influencing the order of distribution/service.

• Standardize the process: ensures the whole team uses the same criteria to handle common vs. priority cases.

• Support reports and filters: facilitates analyses by service type (quantity, times, performance, etc.).

Simple example:

• Standard: follows the standard queue.

• Priority: may be intended for priority audiences and, if configured as High priority, tends to be served before others.

Figure 1: Service Classification screen.

On the feature's home screen, all Service Classifications registered on the platform are listed, allowing the viewing of their status (active/inactive) and the definition of high priority.

Via the Newbutton, it is possible to register a new classification.

In the Actioncolumn, the following options are available:

• Edit: Allows changing the information of the registered classification;

• Delete.

Add Service Classification

On this screen you register a new Service Classification, defining how it will appear and whether it will be treated as a priority.

Figure 2: Add classification.

To complete the registration, the following field must be filled in:

• Name: name of the classification (e.g.: Standard, Priority, Urgent).

• Acronym: abbreviation displayed in listings/labels (e.g.: NR, PRE+, URG).

• High priority (button): when activated, indicates that services with this classification should be treated as priority in the service flow.

After filling it out, click Confirm to complete the registration.

Edit Classification

Allows changing the data of a classification already registered on the platform.

Figure 3: Edit classification screen.

On this screen, it is possible to edit:

• Name: Update the classification's identification;

• Acronym: Change the abbreviation;

• Active: Define whether the classification will be available for use on the platform;

• High priority: Indicate whether the classification should be treated as a priority in the service flow.

After making the desired changes, click Confirm to save the modifications.

In short, editing the Service Classification allows you to keep the identification and prioritization criteria used in the platform's service flow up to date.