Associating Layouts Associating LayoutsA layout of fields and tabs can be associated with a category, support rep group, customer group, template, or hierarchy template. For example, when a layout is associated with a category, the fields and tabs in the layout will appear.
The Order of Precedence field in the Layouts screen determines which layout to use when more than one reference is applicable (for example, if the logged in rep's primary group has a layout as does the selected category).
With layouts associated with categories, the layout associated with the lowest category level found will be used. If a layout is not found at the lowest level the next level up will be checked, and so on up to the top level. If no layout is associated at the top level, the default layout specified in the Layouts screen will be used.