Organization Configuration

Customize departments, categories, and SLA policies

Organization Settings

Configure your organization to match your business structure and needs.

Department Management

Create departments matching your organizational structure:

Default departments:

• PRODUCTION
• QUALITY_CONTROL
• MAINTENANCE
• LOGISTICS
• SAFETY
• HR

To add custom department:

1. Admin Console → Organization
2. Departments section
3. Add new department
4. Assign manager
5. Configure SLA rules for department

Benefits:

• Claims route to correct team
• Team sees only their claims
• Workload visibility
• Performance tracking per department

Claim Categories

Define what types of claims you accept:

Customize categories:

1. Admin Console → Categories
2. Edit default or create new
3. Assign to departments
4. Set category-specific SLA

Best practices:

• 5-10 categories (not too many)
• Clear naming
• Exclude “Other” when possible
• Match your business terms

SLA Policies

Configure response and resolution deadlines:

Per priority level:

Priority	Response Time	Resolution Time
Critical	4 hours	8 hours
High	8 hours	24 hours
Medium	24 hours	72 hours
Low	48 hours	1 week

Customize for your needs:

• Safety claims may need 4-hour response
• Maintenance may need 24-hour response
• Logistics may exclude weekends

Notification Settings

Control how team is notified:

• Email on assignment
• Email on escalation
• Email on resolution
• Dashboard notifications

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Business Rules

Create automatic routing and escalation:

Example rules:

• If category = Quality → Route to Quality dept
• If priority = Critical → Notify manager
• If assigned > 8 hours → Escalate

See Business Rules for details.

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Next Steps

• SLA Policies - Configure deadlines
• Business Rules - Create automation