For example, you create a parent category called support issues, with subcategories such as security issue, configuration issue, technical question, and feature request. You use these categorizations of messages to route messages to the agents most capable of handling the messages. For example, when a message is categorized as a security issue, you configure a rule to route the message to your Security team.
There are several types of categories that you can configure. A skill category is used to route interactions. An analytics category is only for reporting purposes and will not be used to route interactions. A disposition category adds a category at the conclusion of a case.
If you are using the Routing mode, creating skill categories is crucial for routing messages to agents correctly. Messages are routed, in part, due to categories. If you are using the Inbox view, you can create folders using queries based on categories to show messages with a better organization making it easier for your agents to intervene on messages.