Service groups and service center users

Service Center Users

A service center user uses the service center to assist employees. There are three main types of service center user:

  • case agent: agents assist employees directly or indirectly.
  • case manager: service managers can be assigned to cases. They can be designated to access a manager dashboard, which they can use to monitor activity for one or more service groups.
  • service configuration administrator: service configuration administrators manage site setup and ongoing configuration.

Service Center Groups

A service group consists of service center employees who share one or more common traits such as region, level of experience or area of expertise. Service groups serve, manage or administer one or more user populations.

All agents, service managers and service administrators must be assigned to one or more service groups. Service group membership determines the cases that service center employees can view and access in the application.

A service employee who fulfills more than one service role has the rights and privileges that are associated with each role.

Service groups enable automatic routing by topic. All topics are required to be routed to a default service group that is configured in the Routing Manager.

Service center groups are configured to serve technology cases, human resources cases, or both.

An administrative group is a special kind of service group. Members of an administrative group can grant members of the group authorization to access cases.

See Adding and editing administrative groups.

Configuration administrators can perform the these functions in relation to service groups: