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Glossary:Category

In eServices, an item in a system of categories and subcategories, called a category tree, that is created and edited by using eServices Manager (previously, Knowledge Manager). Besides denoting a concept, a category may be associated with one or more standard responses, and one or more screening rules. If an incoming e-mail is assigned to the category, the category’s standard responses can serve either as the content for an automated reply or as suggestions for agents to use in their replies. A terminal or leaf category is one that contains no subcategories. A nonterminal category is one that does contain subcategories.
See also Knowledge Management.


For More Information

  • Content Analyzer Plug-in for GAX
    In the eServices Digital Administration 8.5.3 Content Analyzer Plug-in for GAX
  • Screening Rules
    In the eServices Digital Administration 9.0.0 eServices Manager Plug-in for GAX
  • Screening Rules
    In the PureEngage Cloud Public PureEngage Cloud Administrator's Guide
  • Screening Rules
    In the eServices Digital Administration 8.5.0 eServices Manager Plug-in for GAX
  • Screening Rules
    In the eServices Digital Administration 8.5.1 eServices Manager Plug-in for GAX
  • Screening Rules
    In the eServices Digital Administration 8.5.2 eServices Manager Plug-in for GAX


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This page was last modified on February 16, 2017, at 17:34.